Today I received two leeters, one about gettting a new smart hub for free, the other about renewing my contract to avoid paying for BT sport.
OK, so I call the number on the letter, and after 20 minutes, (yes BT, please employ people in your call centras), I get through to someone, (no name given), and the fun and games begin.
asked to verify who i am and then what product am I calling about, (can hear alarm bells at this point - shouldnt his tbe the broadband team, after all its their letter !) so give all the info, and tell them its about the smart hub abd also the letter re BT sport.
At which point I am told that the contract renewal is at full price, (funny, I thought I was paying that anyway, £150 per quarter is dammed expensive for broadband), and that the broadband will increase in proce from £27 to £32, thats a 20% increase.
Now obviously not happy and say so, also not happy that I'm being told that even then I have to pave £129.99 for the hub.
and the lack of joy gets even higher when I ask to complain - I tell the guy what I want to say, he taps it in, and then reads back something completely diffewrent, so tell him to stop and can I speak to someone else, and boy, at this point do I get the run around or what.
So, 30minutes later, my contract is still expiring, its not been renewed, I'm not getting a new smarthub, and my BT sport is going up.
But on the plus side - the contact centre havent got the deal with a complaint, the manager, Laura, hasnt had to speak to a member of the public, she refused three times, and BT have managed to alienate someone who has been a customer for over 20 years.
NOT HAPPY BT - SORT OUT YOUR CUSTOMER SERVICES AND LOOK AFTER US !
Try another provider mate, BT will continue to rip you off (I speak from experience).
I tried that, and got the same responses
I tried the Live Chat, and got told that it was only technical help and they would need to log a ticket with Customer Services and they would call be back.
I told them I didnt want thay, someone called Dilip then called me, and asked me what he should do ????
the customer service level seems to have hit an all time low !!!
Is this what BT now standards for - Bleeding Terrible ?
Thanks for your posts and welcome to the community forum!
Sorry for all the problems you had calling the number on the letters you received. I agree that it shouldn't have been so difficult to avail from the offers on the letters.
Can you send us over your details and we'll give you a hand from here. Click on my username here >> RobbieMac << and you'll see our contact link on the left hand side underneath my profile picture.
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OK - for anyone who is interested.
As per the request above I forwarded my informatin and contact details.
two plus hours later - nothing, not even an acknolodgement.
So much for 'we can help !
Well, it would be good if they disclosed that information when they make the offer to help.
Since a 5 day wait time is 3 DAYS longer then the 48hrs committed response that BT customer services are comitted to delivering and put on all of their emails.
Once again - BT and customer service - FAIL !
This really is tiresome the amount of time that BT spend making excuses and saying sorry, maybe if they expended the same energy and time on fixing the issues in the first place - I WOULD NOT HAVE TO BE COMPLAINING.