@casaschiwrote:@Christopher_G thanks, but raising a complaint is where things get very convoluted. On the same evening I did the order, I had an online chat with a BT representative that suggested for the order to complete and that the existing Hybrid Connect device should not stop working. When the device did stop working this morning I called first 03301234150, then switched to a web system, then told to call 03301231365 instead. This is where I talked to someone that introduced themselves as a "BT Guide" and concluded that it was my fault; they could not fix the order, suggested an "upgrade" to a different EE order.
So you tell me, did I open a complain with the correct people that are supposed to fix the issue? Or did I speak to the wrong people? How can I tell? On my online BT account, there's no fault for me to track.
I'm totally lost.
I had a similar renewal. I attempted to renew online, without human interaction and it all went pear-shaped.
Renew Existing; well, I had to accept a bump-up Call Package; because the current packge was not on offer.
Backtracking, I questioned my understanding of the English language. I decided on my requirements utilising the current BT Consumer Price Guide. Lists & Prices; but what's exactly on offer, none of it. It's all in the word 'GUIDE'. A guide is not a catalogue, it's a list, an indication that stuff exists and at a price. In real terms, it means that BT can use one or more items, cobble together deals, and sell 'em on to their customers, who think they have a choice, where there's none. Cynical, I know; but, the wordsmiths will have you over every time. Read twice, order once !
@casaschiwrote:@COMPANY-PENSIONER How did you fix your renewal order?
Hi CASASCHI
I let the problem stew for a couple of days, to see if it resolved itself, 'Order Closed' in MyBT, alas no.
I do appreciate that dealing with the pressure selling of BT staff, is intimidating. Waking up to find you've been bumped over to EE, can't be a pleasant experience.
Approaching 'out-of-contract-day' and realising I'd have to speak to a real person; I wrote my own script of what I required and what I wouldn't tolerate and when I'd terminate the interaction; subsequently emailing CEO ALLISON KIRBY. Yes, I've emailed CEO ALLISON KIRBY, in the past. The CEOs High Level Complaints Team didn't resolve my issue; but, wrote it off, as CLOSED, got a win, a positive stat there then. Ho-hum! Bearing in mind, at the previous 'renewal', when giving up on the 'pushy-operative' and asking to speak to his supervisor, he came back and informed me, the supervisor wouldn't speak to me. Asking for his name. he informed me he wouldn't divulge his name; because customers had turned up at his Call Centre offering physical violence. Winding-up customers to this level of intensity can't be a good look for BT ?
So, back to your question. Dousing myself in cold-water and keeping an air-conditioner on cold. With a huge amount of trepidation, I rang-up. A pleasant woman answered the call and we got down to the minutiae. It appears that, although I'd pushed all the correct 'Renew Existing' buttons / links, root & branch, I'd only upgraded the 'Call Package', an online glitch, not mine. While on the call, she invited me to renew the contract. So, with my phone in one hand and my device in both hands, (no, I don't have 3-hands; but, it would be handy, boom, boom) we got down to do the deed. After going through security, by confirming just about everything about me, including my email address: we got to the renewal.
I confirmed my requirement and she agreed. PROVE IT ! She sent me an email, with links to confirm / agree on the BT order handling soft software. Reading, I paged up and down a few times, looking for catches: did just what it says on the tin. I did query why I couldn't renew the Call Package 700-mnutes, she couldn't throw any light on this problem. I had to settle for the previously upgraded Call Package AnyTimeMinutes. So, the renew cost me £3'sh more, the difference between the call Packages. Annual Inflation Increases Apply !
BT is not easy to navigate or speak to; obviously training issues: this Community is testament to that.
BT will state that this Community complaints are tiny compared to the huge volume of satisfied customers.
STAND YOUR GROUND. BE WILLING TO HANG UP AND PURSUE A GENUINE PROBLEM THROUGH THE BT HIERARCHY INCLUDING THE COMMS OMBUDSMAN.
