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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