Customer Care

[drglover1]

Why is the level of customer care from BT so appalling ?

I currently have an engineer book to come to my house which might not be needed.   I have been promised that a manager from the call centre in India will call me back to discuss, BUT no manager has called.   

For the sake of one phonecall from somebody in management at the call centre, there is going to be a wasted engineer visit and a wasted morning for me staying in waiting for them to visit.  

I've had calls from other people at the call centre - but not the call I'm waiting for.

There are people waiting for an engineer to visit - but I'm afraid they will have to wait because the engineer will be visiting me instead !

Why don't BT contact you when promised !

[pottyperson]

You need some proof that you tried to cancel the visit to avoid the possibility of a hefty charge for a failed visit. It's not clear how much time is left to clear this up, but I'm bringing your post to the attention of the forum moderators (BT staff) to see if they can help. If so, they will post contact info here later.

[DanielS]

Hi @drglover1,

Is your connection working ok? Is that the reason that you no longer need an engineer visit or have you arranged to speak with that Manager to work out if the engineer is needed or not? If your connection is working ok then all that's needed is for us to cancel the appointment. Anyone within our repair department can do that for you. Let me know.

Thanks

DanielS

[vhdsl_user]

In my experience BT are like many large corporations - their senior management are too remote from the "coal face" and certainly give the impression that they don't care about their customers. But please note that I am not criticising the people on this site who are BT employees (ie the moderators). They do deal with customer issues raised on this website and mostly are able to resolve the problem. The real problem lies with the size of an organisation and the many layers of management in very large organisations - and crucially how well the responsibilities are defined, how well interdepartmental communications work and on the morale/motivation of the staff.

[drglover1 · Accepted solution]

I just spoke with a nice Irish Chap called Craig a BT customer services, problem solved and engineer visit cancelled. But I'm still waiting for a manager to call back so I can vent my frustration.

[drglover1]

After all this fuss , the engineer visit was cancelled   and yet one has just turned up at 8.30 this morning !