BT Poor Service

[tuanton]

I am a 94 yr old BT customer. On 16 May I struggled through a chat conversation for an hour reporting a fault with my BT pro box which was eventually found to be faulty and I was advised a replacement had been ordered and expedited for fast delivery and I could expect delivery on or before 19th May.  Today (19/5) I receive an email indicating that box 'is being' sent to Royal Mail via 48 hr tracked - which means the earliest I can expect the box is 21st May. I have checked Royal Mail tracking and as of this morning (19/5) they have not received the box.  So, expedited for fast delivery is Tracked 48 - not even Tracked 24. What sort of **bleep** service is this !!!

[Kimberlin]

@tuanton  This happens frequently and not with just BT. I order items all the time from various outlets who claim they are sending the item 'tracked 48', it can honestly take up to 24 hours before the parcel appears on the Royal Mail App. Then of course once despatched by the seller, you are completely at the mercy of Royal Mail and good luck with them! Sometimes it takes almost 2 weeks for me to receive second class mail.

So perhaps give BT a break here because it might not be their fault anyway and upshot is, you'll just have to be patient.

[WSH]

While not one to make excuses for BT, I would have to concur with Kimberlin.

My own experience with the Royal Snail is that they can be very slow to update their tracking system.  Believe it or not, I once had something actually delivered before it first appeared on the 48Hr tracker!

[tuanton]

Of course and there is no other option but to waitl.

[tuanton]

Not had that good fortune, certainly not this time.

[chrisjp]

It does seem that the RM Tracked 24hrs and Tracked 48hrs service only applies once RM admit they have the parcel. One delivery I had recently (not from BT) languished for a full week between the vendor saying they had despatched the parcel and RM finally saying they had it.
I took this up with the vendor and they said this often happens with RM, who apparently leave parcels unscanned in if they are busy - this avoiding them not meeting their 24hr and 48hr "guarantees".
So this delay may indeed not be BT's fault.

[tuanton]

But they could have sent 24 instead of 48. I always understood 'expedite' meant some priority but I guess words  don't necessarily mean actions.