BT Poor Service

[tuanton]

Thanks, I'll give your comments the consideration they deserve

[Peter_W · Accepted solution]

Welcome to the Community, @tuanton

Just as a quick reminder to everyone here, please try to ensure any discussions remain friendly and constructive as per our forum guidelines 😊

I can totally appreciate your disappointment if this hasn't been delivered as quickly as expected, too.

Whilst we don't have access to your account via these forums, if you give our team a call, they'll be able to check the exact delivery option selected and ensure that the correct expectations have been set too. 

Peter

[tuanton]

Noted thank Peter. I can't see anything wrong in what I wrote, the response which I acknowledged was a bit of a dig.

[Kimberlin]

@tuanton  I wasn't having a dig at you and there was nothing wrong in what you wrote. I was informing you what the facts were. One person's perception of rudeness is another's being straight up and truthful.

I genuinely hope you get your box soon. If you do decide to phone BT, I wish you the best of luck.

[zulu17]

Only observations

 May 16th is a Saturday - this seems to be  the day that BT indicated a box replacement would be provided

Royal Mail website indicates the delivery aims of their services as

Royal Mail 24® - the next working day 
Royal Mail 48® - 2 to 3 working days

Whilst Royal Mail 48 do include Saturdays as a working day , Sundays are not.

If BT did not prepare the package for collection in time for whatever the Saturday Royal Mail collection cutoff time  (a quite likely scenario)  then it is probable  that Royal Mail 48 would not get the package until Monday 18th. 

So unless BT used Royal Mail 24 or an alternative next day courier a delivery by May 19th was improbable.

So from a BT process perspective is the policy to supply replacement EETV  box by next working day courier ?

.

[tuanton]

You may well be correct but since information on BT & RM sites is not up to date I just 'wait and see'. A bit disappointing that after being in contact with BT today I still have no idea of when the box will arrive.

[tuanton]

Replacement BT (EE) pro box received today (21/5). Had call from BT explaining that  the initial delivery date of 19/5 was  incorrect and should not have been given. Since the order was not processed until Tuesday 19/5 today's delivery was the earliest possible on BT default RM 48 tracked .

I have been given a reduction in my monthly payment which I obviously am pleased about.

Thank you to all who responded to my initial post and offered constructive help/advice.

[Peter_W]

Thanks for the update here, @tuanton 

I'm glad to hear you managed to get things cleared up here, and fingers crossed your box will be with you really soon. 

You take care,

Peter