Are they completely deaf to a customers answers?
Ok saga time.
I moved home so BT sent me a new broadband hub. All worked fine for a couple of months when I had to move home again. New telephone line at new address. No new hub required as I already had one. Broadband connection setup and running.
For the first few days it kept on dropping the broadband connection for no apparent reason yet the broadband light on the hub remained blue. I thought I would leave it a few more days to see if it "settles down after ten days or so". It didn't it just kept dropping at irregular intervals and with no apparent cause. So I rang the helpline.
Did all the usual checks with the wireless connection then the wired connection even though it was not a fault of connection between the computer and the hub. I went along with these checks as I knew they wouldn't do anything else until they were done.
So, all checked out fine. They raised it as a fault and said an engineer would be in touch. For reasons I won' t go into here I forgot all about the fault even though it still annoyed me every time it happened which was a few times a day. About ten days or so later I logged into the BT site and noticed the fault which had been closed as Resolved even though no engineer had been in touch at all and the fault continued.
I rang the help line again. Went through the checks, again. Was told an engineer would be in touch with me after six that evening (yesterday). No engineer called (big surprise). So they rang me today when I was out and left a message saying as I was unavailable would I call them back on this number, which they gave. I rang and ended up with the sales team. They transferred me to the broadband helpline. Guess what. Let's go through the checks yet again and see if they can resolve the problem. I refused. I told them that I had had a call and was told to call back on this number which I did so could they put me through to the person that called or pass on the message that I had called back. No. Can't do that have to go through the checks to see if they could resolve the problem before they raised a fault. I told him it had already been raised as a fault and that I was returning a call from an engineer who left a message to call this number.
Can you see where this is going yet?
I gave up and told him I was not going to go through these checks yet again just to suit his system. I had returned the call as asked and I asked him to pass the message on and that I was not going through these pointless checks again. The usual apologies and could he jus try to resolve the issue to make me happy. So he just started all over again with the questions on the checks! I told him yet again I was not going to go over these checks yet again and would he please pass on the message that I had called back. Apologies and could he just try to resolve this issue and make me happy. So he started asking me the same questions all over again. I told him I was not going to answer them and could he please pass on the message. I hung up.
He called me back a couple of minutes later and started the whole **bleep** thing all over again! I told him yet again that I was not going to go over all of these checks again and would he please pass the message on. Must admit that by this time I had lost my temper with him. I did complement him on his training not to lose his temper with the customer, he did well at that.
So I hung up again.
He hasn't phoned me back yet, hope he has taken the hint. If nothing changes, does anyone have any suggestions on how to contact someone, anyone, at BT about a broadband fault without having to contact the first line help desk and have to go through the basic checks all over again before they can raise the issue as a fault??
Cheers.
Ken.
