So BT will make an offer and then refuse to honour it when you call!

[Crimliar]

So today, not having had a sensible offer from BT for me to stay with them, I started the process of switching.  Immediately I received the following offer:

I decided to go for this offer, and called.  Only to be told that it's not available to me, and if I was just pay more I could stay.  The offer I have in the email I'd go for, what I've been offered when I try to confirm over the phone I'd be an idiot to accept!

I'll leave it there, but needless to say I'm seriously annoyed!

[gg30340]

Try calling the BT Retention team on 0800783140.

[Crimliar]

It "was" retentions that I'd ended up speaking to, and it was not a pleasant experience!  However, since making the post, everything seems to have hit the proverbial fan!  I've been apologised to and have taken up the offer.

*This is the same offer that I'd received (and put off taking) a couple of days before BT walking back the migration to EE.

[barnpiece]

I made a complaint when they wouldn't honour an email offer on BT Mobile when I phoned to accept it.

Got a call from Executive Complaints who assured me they would look into why I was not allowed to get the offer. He then offered me an even better offer than the email!

Richard

[Kimberlin]

You did well then. I had no such offer at all from BT when I initiated my switch. Thankfully, I care not! I don't see why I should have to grovel to the retentions department hence why I switched away.

[gg30340]

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@Kimberlin wrote:

You did well then. I had no such offer at all from BT when I initiated my switch. Thankfully, I care not! I don't see why I should have to grovel to the retentions department hence why I switched away.

---

I hardly think it is "grovelling" to the retentions department. The ball is in your court. You are going to leave BT but you are giving BT the option to better their renewal price to stop you from leaving. If they don't better their offer, which is often better or at least matches other ISPs,  you leave and you have lost nothing where as BT have lost a customer.

How do you know you were not going to be offered a better deal from the Retentions Team. Perhaps if you had answered the calls you were getting after having initiated your move to Plusnet you may have been offered a better deal but I guess you will never know now.

[Crimliar]

Until today, I'd expressed some frustration at BT's contract renewal pricing, that it seems to yo-yo almost daily, and that I'd actually had an offer that I was considering just before they walked back the BT to EE Migration plans.  The new offer I've taken from BT is better than what I'd been planning to move to, but that other offer wasn't the cheapest on the market - it was the cheapest I trusted!  The first customer service rep I spoke to was pleasant and helpful but had to pass me on to retentions.  Whoa, retentions, I really hope someone at BT listens to that call - it was not professional (being polite here).  My third contact of the day was very apologetic and professional.  But all in, I've probably spent almost 90mins on the phone to BT today!  It's all sorted I guess now, for the next two years at least!

I would class the retentions rep I spoke to as surly.  They weren't going to honour the offer I'd been made, and seemed intent on upselling me and adding SIMO to the package - my current SIMO already being better than anything BT/EE can offer for the price even after discounts!  If I'd followed through with that offer I'd be paying BT more than my current plan!  So it did kind of come across that I should have been grovelling to them!

[Crimliar]

Today I just wish the phone calls would cease!  I've had a call today from EE about switching to them.  Another from BT retentions about trying to persuade me to stay with BT.  And another from I believe retentions offering me a better deal on a package with extras!

Edit 18:25 - now they've started texting me too!