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Kenny6868
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Message 1 of 11

Complaint about a complaint

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I have a tale of woe that I feel has to be told.  I'll give you the highlights to save time.

 

I made a complaint about the way my Broadband, Phone and TV order was handled.  Highlights are as follows...

 

Original order placed on the 15th of August with an activation date of 28th August.  I phoned BT on the 16th to check something only to be told my order had been deleted by accident by someone at BT.  It would be re-entered and everything would carry on as if nothing had happened.

New order was entered on the 18th of August with a new activation date of the 2nd September.

2nd of September came and went with no internet.  Phoned on Monday 6th morning to be told that my phone line had been moved but my broadband was still with Sky.  It would now be another 2 weeks to move it over.  New activation date of 20th September.

Broadband finally activated on 20th.  Great!  Everything is working .  Erm...no

"Claim your giftcard" said the email.  Not able to said BTs web site.  Order still hasn't completed.

After various phone calls, live chats and emails I was finally told that my gift card would be dispatched within 30 days and lo and behold it did finally arrive on the 14th October.

Great!  Everything is working .  Erm...still no

Where's my BT TV?

A quick email to BT comfirmed that it had been completely missed from my order and that it would be activated on 3rd October.  After resetting the BT TV box, it was finally working as it should.

 

So I now have everything working, but all with different activation dates.  Phone on 2nd September, BT Sport on 6th September, Broadband on 20th September and TV on 3rd October.  Quality work there BT.

 

So, on the 4th of October I penned a complaint to BT and sent it through the online form.  It told me that BT aims to reply within 7 days, so I waited a week and then phoned to check if anyone had received my complaint.  After about an hour on the phone and also Live Chat, it was decided that the answer was NO.  No one had received my complaint.

 

So on the 14th of October I emailed the contact who had been helping me with my order issues, asking that he forward my complaint on to the correct department.

 

I received a call from an Indian lady at BT earlier today asking if she could close my complaint because I had now received my gift card.  When I said no she seemed confused.  I asked if she had read my complaint and she then hung up on me!

 

So I now wish to complain about how my complaint is being handled.

 

How do I go about this?

 

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Distinguished Sage
Distinguished Sage
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Message 2 of 11

Re: Complaint about a complaint

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I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are based in the UK.

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Moderator
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Message 3 of 11

Re: Complaint about a complaint

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Hi @Kenny6868 and welcome to the forum.

 

I'm really sorry your complaint hasn't been handled as well as should be expected. I can appreciate how annoying that must be for you. I'm sure I can put thinkgs right for you. Can you please drop me over an email with yor details? You'll get the contact the moderators link in the about me section of my profile.

 

Cheers

 

David

Community ModeratorDaveM
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Kenny6868
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Message 4 of 11

Re: Complaint about a complaint

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And another week goes by with no response from BT other than an auto response email.

What is going on in BT Land?  Do they actually care about customer service or is it all just about the money?

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Distinguished Sage
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Message 5 of 11

Re: Complaint about a complaint

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did you contact DavidM using the link in his profile ?
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Kenny6868
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Message 6 of 11

Re: Complaint about a complaint

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Yes...

 

Thanks for getting in touch.

We just want you to know that we've got your e-mail. This is an auto response, so you don't need to reply.

Our aim is to get back to you in 48 hrs. But at busier times, it could take longer as we are a small specialised team. Should you need an immediate response from BT please use our other contact methods which can be found on our Contact Us page.

Rest assured we'll be in touch as soon as possible.Your reference number is xxxxxx-xxxxxx.

Best wishes,

Forum Moderation Team

 

Dated 25/10/16 - 14:11

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Distinguished Sage
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Message 7 of 11

Re: Complaint about a complaint

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the mod team are very busy at the moment and it is taking up to 6 working days to reply personally to you by phone or email
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Kenny6868
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Message 8 of 11

Re: Complaint about a complaint

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I don't have a problem with people being busy.  The email says 2 days - maybe longer.  If it had said up to 6 days, then I would know to wait.

 

I'll look forward to my call/email tomorrow.

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Distinguished Sage
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Message 9 of 11

Re: Complaint about a complaint

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the maybe longer does really covers their present delay time their workload varies daily
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Moderator
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Message 10 of 11

Re: Complaint about a complaint

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Hi @Kenny6868

 

Thanks for taking the time to chat with me this evening.

 

As everything has been sorted out I'll mark your thread as resolved also.

 

All the best,

 

Robbie

Community ModeratorRobbieMac
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