BT - not the best customer service on the planet
Discussion
I sent the following letter to BT today:
Dear Sirs,
I have spent many hours today going round in circles at your esteemed call centre in an attempt to report a fault on my telephone line.
Finally, after about three hours of holding, transferring, being cut-off, pushing buttons and listening to countless automoted messages, I've been told that it will be sorted in one week.
The purpose of this letter is simply to say that, after much consideration, I have come to the conclusion that you are rubbish.
Many thanks for taking the time to read this letter, I look forward greeting the engineer next week.
Kind regards
Steve Roberts (one of your sodding customers)
Dear Sirs,
I have spent many hours today going round in circles at your esteemed call centre in an attempt to report a fault on my telephone line.
Finally, after about three hours of holding, transferring, being cut-off, pushing buttons and listening to countless automoted messages, I've been told that it will be sorted in one week.
The purpose of this letter is simply to say that, after much consideration, I have come to the conclusion that you are rubbish.
Many thanks for taking the time to read this letter, I look forward greeting the engineer next week.
Kind regards
Steve Roberts (one of your sodding customers)
About a month ago I rang them to cancel my office broadband connection, after talking to the gimp in India they put me though to the gimp in this country. Finally they agreed to do it and after some discussion the 15th June was agreed for cancellation date. On the 27th May they cancelled my connection.
I had dial up for 10 days until the AOL b.b kicked in.
I had dial up for 10 days until the AOL b.b kicked in.
I wrote this on behalf of a "client" to my "complaning git" website. I have had my own problems with BT too...
Dear BT
I would like to thank you for your reply to my letter of 12 May. I would like to, but I can’t, because you haven’t done it yet.
This would normally be somewhat surprising, because you DID write to me just before that, having taken a fortnight to tell me that your reply to my previous letter would take another fortnight (I know it’s confusing but you started it).
So I expected a reply a fortnight ago (you still keeping up here? Good!).
But instead I got your standard response (I use the word loosely). Here it is:
Yep, that’s it. Standard BT reply. Absolutely sod all.
Thank you very much for doing absolutely nothing.
Meanwhile, you still owe me £25, which my bank charged me because you erroneously (and exquisitely typically) attempted to extract from my bank account after I had made the necessary arrangements with you to ensure that you would not. I am not going to explain all of those circumstances here – go and find the original letter read it, read it again, then reply to it. It’s not that difficult.
I have already been assured by telephone that a refund will be forthcoming. Is that the Messiah’s fourth coming, or will it be soon? I already have my currency conversion charts ready so that I can convert MY £25 to Euros (or, more likely, martian Zyglots, by the time you reply).
You will be pleased to hear that I have so far managed to resist the various offers I receive, almost daily, to change telephone providers. I have resisted for one reason: my postman is a nice old geezer, nearing retirement, and I don’t think he could cope with the sheer volume of “Please come back” letters you would send me if I left. Funny how your interest in getting new customers is rivalled only by your apathy at keeping the existing ones. Old Postman Pat retires soon, and the new apprentice looks as if he will be far better able to cart your bumf, so I’ll be off.
Why don’t you just reply, cough up the twenty five quid and make this easier for all of us, eh?
Dear BT
I would like to thank you for your reply to my letter of 12 May. I would like to, but I can’t, because you haven’t done it yet.
This would normally be somewhat surprising, because you DID write to me just before that, having taken a fortnight to tell me that your reply to my previous letter would take another fortnight (I know it’s confusing but you started it).
So I expected a reply a fortnight ago (you still keeping up here? Good!).
But instead I got your standard response (I use the word loosely). Here it is:
Yep, that’s it. Standard BT reply. Absolutely sod all.
Thank you very much for doing absolutely nothing.
Meanwhile, you still owe me £25, which my bank charged me because you erroneously (and exquisitely typically) attempted to extract from my bank account after I had made the necessary arrangements with you to ensure that you would not. I am not going to explain all of those circumstances here – go and find the original letter read it, read it again, then reply to it. It’s not that difficult.
I have already been assured by telephone that a refund will be forthcoming. Is that the Messiah’s fourth coming, or will it be soon? I already have my currency conversion charts ready so that I can convert MY £25 to Euros (or, more likely, martian Zyglots, by the time you reply).
You will be pleased to hear that I have so far managed to resist the various offers I receive, almost daily, to change telephone providers. I have resisted for one reason: my postman is a nice old geezer, nearing retirement, and I don’t think he could cope with the sheer volume of “Please come back” letters you would send me if I left. Funny how your interest in getting new customers is rivalled only by your apathy at keeping the existing ones. Old Postman Pat retires soon, and the new apprentice looks as if he will be far better able to cart your bumf, so I’ll be off.
Why don’t you just reply, cough up the twenty five quid and make this easier for all of us, eh?
Dear sirs,
Thankyou for agreeing to cancel my client's three ADSL connections which have not worked since installation 4 months ago because you put them all on the same fixed ip address and don't seem to be able to rectify this problem despite my spending some 46 hours on the phone to your operatives.
You will no doubt by now have recieved the papers from the small claims court for the £5000 loss of business you have caused.
Please try not to lose them like as you did all the other letters I sent to your complaints department located in the Outer Hebrides.
I note with some concern however that despite your assurances that the connections would be ceased by 15th june 2002, our new provider has been unable to set up our new ADSL connections because your engineering team say that until our present (non-functioning BT)connections are ceased, they cannot allow our new provider to commence service.
No doubt the figure we are suing you for will be increasing soon.
Regards
Thankyou for agreeing to cancel my client's three ADSL connections which have not worked since installation 4 months ago because you put them all on the same fixed ip address and don't seem to be able to rectify this problem despite my spending some 46 hours on the phone to your operatives.
You will no doubt by now have recieved the papers from the small claims court for the £5000 loss of business you have caused.
Please try not to lose them like as you did all the other letters I sent to your complaints department located in the Outer Hebrides.
I note with some concern however that despite your assurances that the connections would be ceased by 15th june 2002, our new provider has been unable to set up our new ADSL connections because your engineering team say that until our present (non-functioning BT)connections are ceased, they cannot allow our new provider to commence service.
No doubt the figure we are suing you for will be increasing soon.
Regards
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