Furious Customer Complaint – BT Engineer No Show

This BT complaint was sent in to us recently to share their frustration and problem received from BT. 

Good Evening,

I wish to complain IN THE STRONGEST POSSIBLE TERMS TO THE HIGHEST POSSIBLE AUTHORITY WITHIN BT.

My complaint concerns reference number VOL 012-839153xxxxx, and is in respect of a installation of BT Vision which was booked for today 25th November between 3pm – 6pm. It is an installation appointment THAT DID NOT HAPPEN through NO FAULT OF MY OWN.

I will start by letting the highest possible authority within BT that I am NOT AT ALL HAPPY AT THE TREATMENT I HAVE RECEIVED DURING A PHONE CALL I MADE TONIGHT TO YOUR COMPANY.

I would also point out that it is only because I have made this phone call that I have found out that the appointment HAS NOT & INDEED WILL NOT TAKE PLACE TODAY!! Had I not made this call for which I have spent over an hour on the phone, I would not have found out that this intended and pre arranged appointment was not going to happen. THIS IS THE FIRST THING I AM NOT HAPPY ABOUT AS IT IS ME THAT HAS MADE THE PHONE CALL TO FIND OUT WHAT IS GOING ON.

Your staff are the ones that should’ve notified me that there was a problem with this appointment and NO ONE WITHIN YOUR COMPANY HAS AFFORDED ME THE COURTESY OR RESPECT of a phone call to inform me the appointment was not taking place. This treatment of a loyal long standing customer (and a disabled and wheelchair bound customer at that!) IS TOTALLY UNNACCEPTABLE AND INEXCUSABLE IN EVERY POSSIBLE WAY.

As I stated earlier I phoned your company this evening at around 6pm and also around 6.35pm. During this phone call I spoke to at least 4 people and at one point was cut off and not phoned back, this meant I had to make ANOTHER PHONE CALL and re explain the whole process a second time. 2 names of people I spoke to were a lady named xxx who I believe was from the open appointments dept?, and another guy who I believe was named xxx, he I believe works in your main call centre. Anyhow during this extensive and heated phone call I was in my opinion given little or no help whatsoever from everyone I spoke to which was at least 4 people in at least 4 different departments, this phone call went on for over an hour, and at the end of it I am no nearer getting my BT Vision sorted out.

What is more I have been charged £35 for an appointment which has not happened, and also will have an additional £35 added to my next bill for charges relating to this appointment that never happened on the agreed date it should have done!! When I spoke to your colleague to originally arrange the appointment to have this installed I pointed out that I was on leave from 22nd November -4th December and wanted this appointment to be made between these dates to ensure I WOULD BE AVAILABLE. At no point between my original appointment and now have I received any communication of any sort from anyone within your company to suggest there was any sort of problem with this appointment. I find this appalling treatment from your company totally INEXCUSABLE AND UNNACCEPTABLE AND TOTALLY UNJUSTIFIABLE IN EVERY CONCEIVEABLE WAY.

I am also equally appalled at the seeming unwillingness on the part of your staff to bend over backwards to put this situation right and ensure that another appointment was made between the original dates I specified when I made the first enquiry phone call which would’ve been before the 22nd November.

May I MAKE YOU TOTALLY AWARE IN NO UNCERTAIN TERMS THAT IT WAS YOU THAT DID NOT ADHERE TO YOUR AGREED ATTENDANCE TO MY PROPERTY ON THE ARRANGED DATE TO INSTALL THE BT VISION EQUIPMENT. MAY I ALSO MAKE YOU TOTALLY AWARE IN NO UNCERTAIN TERMS THAT IT IS YOU THAT ARE AT FAULT WITH THIS MATTER AND THEREFORE IT IS YOU THAT SHOULD MAKE AMENDS FOR YOUR APPALLING AND INDEED NON EXISTENT STANDARDS OF SERVICE GIVEN TO ME AND DOUBTLESS NUMEROUS OTHER CUSTOMERS.

I would also point out IN NO UNCERTAIN TERMS that I am due a comprehensive written apology from yourselves in this matter and that I expect to receive one in due course. I also DO NOT expect to be charged for an additional appointment for you to carry out the installation you should’ve done in the first place, Indeed I expect substantial compensation for this unavoidable and inexcusable disgraceful behaviour of both your company and your staff. I would also POINT OUT in NO UNCERTAIN TERMS I purposely stayed indoors all day in anticipation of an engineers visit that YOU KNEW WAS NEVER GOING TO HAPPEN IN THE FIRST PLACE!! AND IT WAS YOUR COMPANY AND YOUR STAFF THAT MADE NO ATTEMPT WHATSOEVER TO CONTACT ME TO INFORM ME THAT THE APPOINTMENT WAS NOT GOING TO TAKE PLACE.

May I also POINT OUT IN NO UNCERTAIN TERMS that IT WAS YOUR STAFF FROM YOUR COMPANY that failed to bend over backwards to put right their own wrongdoing to satisfy your disatisfied customer while I was on the phone to ensure I had another appointment that was made BEFORE THE 4TH OF DECEMBER as I requested in the first place during my original phone call. Indeed as I write this email I AM STILL WAITING TO RECEIVE CONFIRMATION OF ANOTHER APPOINTMENT MADE BEFORE THE 4TH DECEMBER AS REQUESTED.

All of the above is SIMPLY NOT GOOD ENOUGH, AND I SUGGEST YOU REMOVE ALL CLAIMS YOUR COMPANY PROVIDE THE HIGHEST STANDARDS OF CUSTOMER SERVICE FROM YOUR WEBSITE WITH IMMEDIATE EFFECT BECAUSE THOSE CLAIMS ARE CLEARLY FALSE AND INNACURATE AND IN MY OPINION AMOUNT TO MISREPRESENTATION AND ARE EXTREMELY MISLEADING AT BEST TO YOUR CUSTOMERS. The experience I have had tonight clearly proves beyond ALL POSSIBLE DOUBT that your company DOES NOT IN FACT PROVIDE THE HIGHEST STANDARDS OF CUSTOMER SERVICES TO ITS CUSTOMERS.

Be in no doubt what so ever that I AM NOT HAPPY AT ALL ABOUT MY EXPERIENCE WITH YOUR STAFF TONIGHT AND I WILL NOT ACCEPT IT!! I WILL ALSO NOT ACCEPT BEING CHARGED FOR A SERVICE THAT YOUR COMPANY HAS NOT PROVIDED AND THEREFORE HAS NO RIGHT TO CHARGE ME FOR IT. I WILL ALSO NOT ACCEPT ANY ADDITIONAL CHARGES INCURRED TO EITHER MY DEBIT CARD OR MY BILLS WHEN I NEXT RECEIVE IT, ESPECIALLY IF IT DETAILS CHARGES FOR SERVICES YOUR COMPANY HAS NOT PROVIDED.

FINALLY SIR/MADAM BE IN NO DOUBT WHATSOEVER THAT IF MY COMPLAINT IS NOT DEALT WITH TO MY ENTIRE SATISFACTION AND HEADS ROLL BECAUSE OF THIS PATHETIC AND ABYSMAL LACK OF SERVICE I HAVE RECEIVED FROM YOUR COMPANY, THEN I WILL NOT ONLY CONSIDER TAKING ADDITIONAL ACTION BUT I MAY EVEN CONSIDER TAKING MY ENTIRE CUSTOM WITH YOUR COMPANY ELSEWHERE AND I WILL ALSO CONSIDER SUGGESTING TO MY FRIENDS AND FAMILY THAT THEY DO LIKEWISE. I WILL ALSO CONTACT OFTEL YOUR GOVERNING BODY IN RESPECT OF MY COMPLAINT AND THE ENTIRE WAY I HAVE BEEN DEALT WITH BY YOUR COMPANY TONIGHT.

I AWAIT YOUR PROMPT RESPONSE WITHIN THE NEXT 24 HOURS, A RESPONSE THAT SHOULD BE ONLY FROM THE HIGHEST POSSIBLE AUTHORITY WITH BRITISH TELECOMMUNICATION AS I WILL NOT ACCEPT A RESPONSE FROM ANYONE ELSE IN YOUR COMPANY.

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Comments 11

  1. I had exactly the same situation. Make an order on 18 November and was told the engineer would arrive on 27 November but he never arrived and I've been complaining ever since. How difficult is it to reschedule an appointment one has to wonder! I've just complained again and have been told that now I've complained more than 10 times it can now be escalated!! That's one heck of a customer service policy – my company are wondering how BT can get away with it when we have to acknowledge customers' complaints within 3 days and fully respond, and rectifiy, within 10 days. I'm now waiting for a phone call with a new appointment – we'll see. BT have consistently said they would call me "tomorrow".

  2. this is nothing…..I had my BT infinity service go down on the 16th December, I called to find out what was going on and got the usual turn it off turn it on again which I explained I had already done but after 7 attempts they finally decided it was worth an engineers visit, booked for the 24th December between 13:00 and 18:00. so I booked a day off work waited all day and when it finally got to 18:30 I phoned them asking what was going on, they told me they were under resourced so could not make the appointment, when I asked why wasn't I informed I just got a stunned silence and the offer to rebook it for 27th again between 13:00 and 18:00…not really having much choice I again booked a day off sat in all day waiting for an engineer.at 18:00 there customer service department called me to see if I was happy with the fix. they got a rather abrupt and I'm sad to say rude response from me as I had again waited for an engineer all day that didn't arrive and again failed to have the common decency to call me and tell me they were under resourced again. after lots of to and throwing talking to managers who I'm pretty certain were just the person sitting next to them – my complaint was going nowhere so I agreed another visit today the 02nd January with a promise from them that I would get a call first thing to confirm I would defiantly be seeing an engineer….at 10:30 I got fed up with waiting and called them and finally got a guy who said he was 100% going to be here today. again I've taken a day off to sit around and wait, at 16:30 I received a call saying the engineer wont be coming as there may be an exchange issue so the earliest they can re-book is the 08th January..in short 3 no shows – and I'm not exactly confident they will turn up on the 08th either……so what can I say….the same thing I have told all my friends and Family – DO NOT USE BT BROADBAND SERVICES….they basically admitted to me on one of my frantic calls that if your not a business customer you will constantly be pushed back until they can fit you in. they have absolutely no idea about customer service and to be quite frank don't care about there customers. they lack the ability to communicate (unless there trying to sell you something) that's between customer and provider and internal between there own departments. so I'm now at nearly a month with no service except a Vodafone dongle I had to buy just so I could stay on line…..I CANT STRESS THIS ENOUGH, IF YOU CAN AVOID BT DO IT THERE THE WORSE BROADBAND PROVIDER I HAVE EVER DEALT WITH BY FAR….and to the guy who wrote the first letter above, the chances of you getting any kind of sincere apology or response is pretty much none…..

  3. Check your engineers letter does it state a charge if you are not present when they call (it's in the small print), if BT have put this then you could challenge them to the same fee, it was £60 when my friend had this issue, and got a £60 credit to their account.

  4. I have just spent the third day at home waiting for a BT engineer to arrive to get my service up and running and for the third time nobody appeared and I was not notified. I am a new customer and thoroughly appalled at the service. Have now a fourth appointment for 20th of November but if its a no show they can forget it!

  5. I'm currently experiencing and head banging tit for tat with BT. I have BT Infinity, and saw their deal offering BT TV with Sky Sports. I settled for the top and most expensive package called Total Entertainment Package, which included BT Sport in HD and Ultra HD, ( as I'd recently purchased a 4k TV. Everything went as planned, engineer due out on Sat 13th at 7am and promptly arrived. He firstly installed the basic package, which only gave us freeview, then when I asked him about the Sport in HD and Ultra, he said it wasn't on my contract. After showing him our contract, he hastily changed it over to the Total Package, (I should add – not his fault) he told me that the BT Sport would be activated before midnight. It's now the 21st Feb and STILL NOT ACTIVATED, despite being assured by various agents in the call centre in Mumbai that they would personally, ensure it was done within a couple of hours, and they would call me back to confirm it, so thats about 8 calls I'm waiting for. I got a text message from some dude called Noor, introducing himself as my account manger, and that he would personally be tracking my account from start to completion to ensure everything was to my satisfaction, and to message him and he promised to call me back guaranteed, within 4 hours. Six messages to him and still nothing. One particular time I asked another agent about why my BT Sport had not been activated, he put me on hold. then returned to tell me that he had successfully added BT Sport to my package. I lost the plot – reminding him that I did NOT ask him to add BT Sport only to activate the one I'm supposed to have. Then he said I've successfully removed the BT Sport. I've since had an email from BT confirming my order for BT Sport (IN STANDARD DEFINITION). At this point I'd had enough, and sent an email to Delia Bushell the CEO of BT, and promptly got a reply assuring me that the matter will get full investigation by a senior agent, and will be resolved by Monday 22nd. I really don't understand what the problem could be – I signed up for it so Just SWITCH THE FU&$ING THING ON ! -IT@S NOT ROCKET SCIENCE

  6. I am now on visit 4 from a BT engineer as the first three didn't show up and didn't notify me they weren't coming either. They would have charged me over £100 if I hadn't been in (if the actually turned up!!)
    I should them a bill for my lost ages and the inconvenience of no phone for month – If I could find and address to send it to!!

  7. I have exactly the same situation and I have had the same responses! I bitterly regret choosing BT, but as the service is apparently here I feel I have no choice now, but am still not connected cos engineer still hasn't been…

  8. over 130 calls to bt over 3 months. broad band still not working, engineer no show at appointment. phone hung up on me 48 times, no notes ever kept by bt. only thing they have been able to do , after i canceled d d was isue a threatening letter. b.t you are a joke.
    Daren Bonne

  9. I'm another customer where BT have failed to advise of an engineer's arrival on two occasions. Now awaiting third visit. BT customer services are rude and don't listen or don't understand or don't care about the'service' they are meant to supply. If this third visit does not happen they can kiss another customer goodbye

  10. Well BT I thought the comments about poor customer service were from trolls or such like, but I now know they are true.

    No engineer turned up on two separate days on two separate weeks and counting…..I don’t think I can be bothered with a 3rd no show. Wish I had never switched broadband for the sake of getting fibre. I would like to ask the Directors of BT directly, whether they get such poor service. As a shareholder it will be a question I will be asking at the AGM so plenty of time for you to get your reply prepared.

    If I was not in you would have charged me £130, but because you did not turn up or even have the curtesy to tell me….I had to ring you….. I get nothing other that 2 days of lost pay.

    If I did not tell my customers of a potential no show, guess what, business would soon go down the pan.

    I would love to help you sort your customer service out, but I suspect that you don’t employee people who care about customers.

  11. August 30th broadband went down 11 engineers of which 4 did not turn up ,so no broadband for 38 days 4 no shows and they offer me a paltry £28 in compensation, it cost me £140 a day to have off ,what a disgraceful company.

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