Great news! The CEO of BT, Gavin Patterson, says he personally wants to hear your complaints. And there’s anecdotal evidence that you’ll get a faster, more satisfactory result if you go straight to the top when you want something fixed.
According to this article in the Observer newspaper in September 2016 https://www.theguardian.com/money/2016/sep/18/customer-complaint-ceo-better-than-customer-services , an increasing number of BT customers – fed up with being fobbed off by call centres and lower management – are resorting to emailing the main man to get their problems sorted.
As our own website demonstrates, hours of your time can be wasted in trying to get someone at BT to care and respond to your cry for help. Their system is inefficient, difficult to comprehend and navigate. So, once other channels are exhausted (and we would still recommend you try them first), there’s nothing to be lost by emailing Mr. Patterson. He’s a busy man, so keep things succinct and to the point and you’re more likely to get a satisfactory response.
For a company whose business is all about enabling human beings to communicate with one another, BT itself consistently demonstrates some of the worst customer communication skills we’ve ever encountered. So when we hear about ways in which others have got around the official channels and managed to achieve results, we are delighted to share this news with others.
The Observer quotes Mr. Patterson as saying “It’s very easy for people in senior positions to become detached. In as many cases as I can, I’ll personally reply, acknowledging the complaint and forwarding it to the right person to ensure it gets fixed.”
So why not give it a go and let us know how you get on. Even if Mr. Patterson doesn’t respond in person, the chances are high that if it’s him passing on your email to one of his staff, they’ll get back to you a lot quicker than if you go through the official contact routes.
Unfortunately this is not of course a long term solution for BT customers and it’s sad if Mr. Patterson’s own team are so inept that he has to step in and do their job for them, but hopefully with enough people contacting the CEO direct, he will put more resources in place for his staff to better handle complaints themselves in future.
Gavin Patterson’s email is firstname.lastname@example.org
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