Hello everyone,
My first posting on the forum and sad to say it is a complaint.
We recently moved over to BT from Plusnet, the main part of the decision to move services was the better TV offering from BT when compared to Plusnet's TV service.
The fibre switch over to Infinity 2 went fine but the TV installation (or total lack of) has been a perfect display of terrible customer service.
The engineer was due to arrive last Friday afternoon (30th April) so i took the afternoon off work to be there. I sat there waiting in excited anticipation of this televisual feast that was soon to be made available to me. Ok i wasn't that excited but i was sat there waiting.. and waiting...and waiting. The time slot came and went and nobody had turned up and i had turned from a happy expectant customer to a seriously fed up one.
i then spent 20 mins on hold waiting to talk to a customer adviser and then a spent a further 30 trying to get an answer why the engineer had not turned up.
In the end the answer i got was .. "well sir we can see and confirm the order and appointment for your TV service here on your account at our end"
...but... "for some reason they (cube whoever they are) have not received the order so they were never coming"
I then got the ..."sorry about that sir we can try and make you a new appointment but the earliest we can do is the 9th of May".
After saying that i was not happy having to wait another 10 days for my service and the fact that we were going away on holiday on that date made it unsuitable anyway, they suggested letting the current order on the account to expire which would happen at midnight and then they would call me back next day to remake an appointment.
I agreed to this and they did call back as promised unfortunately i was out when they called and my mobile was apparently going to answer phone but instead of calling me back later or leaving me a message to call back they instead rang my home number and proceeded to make the appointment with my 15 year old daughter who was home at the time for 7:00 am in the morning on the 9th of May!! The very day they were already told was not suitable due to us leaving for holiday that day.
They had no right organising the appointment with someone who was not the account holder and should have instead asked for me to contact them on my return. That in my book is shocking lazy customer service BT.
Please tell me why it takes 10 days to rectify your mistake?
Why is it not possible to schedule an engineer to rectify your mistake with an elevated level of urgency?
I am now readying my self for another marathon phone call to customer services to get this sorted.
sorry to start with a rant folks.
