Here is the latest BT Customer Service complaint I have received.
How I would I start this letter I don’t know, if you ever had a dissatisfied customer and wrote a complain letter in. First thing I would like to know is what is the procedure to deal with it.
I rang B.T at 6.10pm put an order down to come back to B.T provider I was satisfied by one of your customer service person that my line will be changed in 5/7 working days so I was happy with that.
I made the second call to B.T providers to let them know they have changed my number, so kindly can you change my new number to the old one I was told from this person
BT can do this in 5 working days taking all my details and putting my order through.
I contacted B.T again to ask why it was taking so long – he started taking my details and told me there was no order placed so I need to place a new order to bring my old number back with B.T.
I was very angry at this time but still I made a new order and told BT I need the old number back as soon as possible because I have home business that only runs through internet so please treat my order very urgently. I was told I would not have to contact the BT department again as my order will be dealt with ASAP.
I made another call to B.T asking why is my order taking so long to take place and I would like to speak to a BT Line Manger. I spoke to the Line Manger in the BT complaints department and went through all the details again. They told me I would have to wait a few more days as my order has been placed and they are waiting for the number released from the other company so I was fine by that few more days – “that’s it” he said.
I made 5th call concerning change of my number. I told BT to put me through to complaint department – by this time I was sick and tired of putting new orders in every time I called the B.T department as I have mentioned at the starting of my letter I have a home business running through my internet.
I take all new orders so I need internet running all the time, cutting the story short, I hard very harsh words with the customer services person in complain department as I was very upset, so 1.45 min to this call to complain department he told me that every thing will be done by Friday 13 February just call back in the morning on this number 0800 800 313 and talk to customer option team tell them that you are putting new order in.
I made a call at 8.15am just before I leave for work. I told BT the entire scenario and told her word for word what their Line Manger had told me to say. First response she told me was “this is not possible – it doesn’t work like that”.
I asked why not, it’s your manger I am talking about who said every thing is fine know so deal with it – I got same answer again – no its not possible it take at least 7 working days to deal with this kind of order – I was really upset about this and I put the phone down as I was getting late for work.
So I hope you read this email and reply back to me and I request you not to say sorry to me because you’re sorry doesn’t help to bring my business back and the damage that it has caused me the loss that I have to go through the problems that I have faced – I am a 9/5 working class mother with 2 children.
I just hope you learn your lesson and stop messing about with people like me who have been with BT for last 5 years. Please give more training to your BT staff on customer service please.
A very unsatisfied BT customer.