Almost 2 years ago to the day I had the crappest customer service experience ever with BT.
No end of drivel and deadlines thrown around like confetti. What was promised to take a week took over 6. We finally got there.
2 years on I find the product quite nice. We move house and decide to keep BT.
We give BT 2 months notice and they tell us how easy it is, I was sceptical so sceptical I chose XLN for my business broadband because you just cant trust them after the last experience but I thought get this right and maybe I'll switch to BT business. How right was I to chose XLN.
Moved in last Friday plug and play doesn’t work. Wait till Monday after midnight. Nope, then told oops we forgot to put the order through. We'll get it fixed someone will be with you before 2100....... Nope no one was with us before 2100.
Called again to be told the guy who promised the 2100 call had not logged a thing on the system and now my order was a total mess. This now has to be escalated to a team who need to cancel and reorder oh and this will take 72 hours to do....... 72 hrs for someone to cancel and reorder!!! Its not even hardware!!! Oh and of course the usual someone will be in touch a personal case manager this time.
Well 72 hrs have passed since I spoke to chap one. I called again listened to the explanation of how much of a mess it is and it can take up to 5 working days to sort (Now 72 hrs has increased by 48hrs) and that’s just to cancel it. Yep it can take them 5 days to press some buttons on a computer that they mucked up on in minutes. I then need to wait more working days till they can get it live but they can’t give me a date.....Sorry.
Now you would understand if this was an isolated incident but this is my 2nd joy ride with you cowboys and your FB page and forums are plastered with the same accusations. Why are you so incompetent at doing what effectively a core element of your business switching on broadband!
I gave you to 1700 to sort this mess out or face cancelation. Cancelation is looming and I will shout to anyone who will listen not to touch you as a business.
Customer service is not on your radar.
