**bleep** Customer Service

[rogerhc]

I have been a BT customer for over 40 years having taken up the service as an employee. While the service has never been the cheapest I have had no real reason to leave ... until now.

Like many BT customers I receive email marketing letters, most of which I ignore. However back in May I received an email telling me my contract would soon be coming to an end and as  loyal customer BT wanted to offer me a special deal before it became generally available if I called a dedicated number. So I thought that is nice recognition for my long time as a customer. Phoned the number, only to find it was not dedicated but the general number so I had to work out which option to choose - chose the "I am leaving option". A nice lad answered and I explained I wanted to know more about the offer. He looked at my account and said there was nothing he could offer me that was better than my current deal. He then offered to check my mobile deal (with EE) but again nothing better to offer. So I said that is not great I think I will consider what someone else can offer me. 

I then looked at other deals and yes they were better. However when I checked my account my contract was not up for renewal until October. Now quite annoyed I raised a complaint with the Advertising Standards Authority who upheld a number of the issues I raised and also told me they had been informed by BT that they had been in contact and resolved the issue.

So here I am now still a very annoyed customer, still receiving offers from BT that infer my contract will be up for renewal soon and still waiting for acknowledgement of my original written complaint (dated 13th May) and also not happy that BT have lied to ASA as I have not had any feedback or resolution to my complaint.

I supplied many options for contacting me, so no excuse for lack of response. So if there is anyone senior in BT who looks at this community site perhaps they could tell me why you treat your loyal customers (or any customers) so badly. With all the technology options available it should not be difficult to provide a response even if it is " we are looking into your complaint". And yes come October I will be looking at other options!!!

[COMPANY-PENSIONER]

Hi there.

I get 'Special-4-U' offers, during my contract. BT/EE, I haven't a clue. What's the point of contracting for 24-months; if, it's meaningless. I've found that, if you dig out the contract prices and their discounts, for your current items, in yuor contract, and do the same for the offer contract; they're not giving much away, if at all.
Much of the hard sell, sell, sell, is confusing. Typically, Call Packages, my 700mins for £7.00, has been replaced with PAYG for £5.00, allowing you to make calls for 22.84p/min, or  ALL UP, anytime calls for £18.00. Trying to follow the flow of a voice negotiated contract, must be so confusing: more suited to Fire-Walkers. If I recontract before the full period has elapsed; it's because it suits me. My elderly neighbour who is comms dependant. Recently, recontracted, at the same time, only learning the new contract was with EE, when the postman arrived with all the EE badged-boxes.
I'll go online to renew. I'll leisurely navigate the pages; knowing, I can stop at any time, to regroup. Electronically, when I reach the end, I shoulld be presented with a summary of my actions; which transfers to contract, if I think it's suitable.
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