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PostTruth
Aspiring Contributor
679 Views
Message 31 of 36

Re: When will BT stop misleading its customers?

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Thank you, Daniel. I've contacted the mod section.

 

I hope it was human error, although tailoring statements to secure engineers' visits (and therefore commissions) looks more like deliberate trickery. I'd be interested to know if this is a widespread practice at your call centres.

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DanielS
Moderator
Moderator
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Message 32 of 36

Re: When will BT stop misleading its customers?

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Thanks for doing that @PostTruth.

 

We take it very seriously and will not tolerate it.

 

Also, there is no commission for sending engineers.

 

One of the team will be in touch with you over the next few days.

 

Thanks

 

DanielS

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PostTruth
Aspiring Contributor
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Message 33 of 36

Re: When will BT stop misleading its customers?

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Thanks Daniel.

 

Are you saying call centres receive no rewards based on the number of engineers' visits they arrange?

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licquorice
Distinguished Sage
Distinguished Sage
653 Views
Message 34 of 36

Re: When will BT stop misleading its customers?

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More likely the opposite, engineer visits are made by Openreach and are a cost to BT. There is absolutely no incentive to arrange an engineer visit.

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gg30340
Distinguished Sage
Distinguished Sage
640 Views
Message 35 of 36

Re: When will BT stop misleading its customers?

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@PostTruth wrote:

Thanks Daniel.

 

Are you saying call centres receive no rewards based on the number of engineers' visits they arrange?


If there was the Customers Services might not be so reluctant to send one out. Despite asking for an engineer and all the diagnostics point to needing an engineer visit some posters on the forum can't get an engineer until the moderators have taken on their case. 

rscott
Aspiring Expert
576 Views
Message 36 of 36

Re: When will BT stop misleading its customers?

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@licquorice wrote:

More likely the opposite, engineer visits are made by Openreach and are a cost to BT. There is absolutely no incentive to arrange an engineer visit.


What makes you think BT are charged for engineer's visits? Pretty certain the only time Openreach pass a charge to BT is if the fault is chargeable under the conditions on the link earlier.

 

Openreach certainly don't charge anyone for external faults - those repair costs are included in the line rental charged by Wholesale to the ISP. Have a read of Rev K's blog for more details about the billing of repairs.

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