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CraigB
Aspiring Contributor
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Message 1 of 5

APPALLING CUSTOMER CARE

Broadband went off Christmas Eve, went through all the troubleshooting = nothing.  TV went off Christmas day.  After hours on the phone we were told it definitely would be resolved on Boxing day by someone who would phone us at 5.30pm.  So we cancelled our plans and waited for the phone call.  Surprise Surprise they couldn't fix it and would have to send an engineer. Earliest date JANUARY 8TH.  A fortnight with no service. Not acceptable we said. Basically we were told 'tough, that's how long it will be.'  OK we said, we're moving to SKY as you have broken your contract of service.  When someone eventually phoned from Customer services or whatever it is jokingly called, the guy was rude almost to the point of insulting.  When my wife pointed out that the reason we were cancelling was purely due to their appalling customer care and the amount of hours we have spent on the phone trying to get this sorted he was even ruder.  In addition someone also refused to provide us with a MAC code over the phone until we pointed out that they were required to provide it when asked.

 

I would not recommend BT to anyone, based purely on their 'customer care' or complete lack of it, when something goes wrong.  The totally blase approach seems to be we'll fix it when we can be bothered, we don't care how p'd off you are with no service.  In complete contrast when something goes wrong with SKY there's a guy out next day sorting it.  And the best BT can do is a fortnight?  And then they take the p when you suggest that's too long and not acceptable.

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4 REPLIES 4
Distinguished Expert
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Message 2 of 5

Re: APPALLING CUSTOMER CARE

When do you actually move to sky?
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Ratty2012
Recognised Expert
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Message 3 of 5

Re: APPALLING CUSTOMER CARE

Did you find out from BT why it went off? Was it equipment failure? Problem with the line? Or could you not get that far with BT?

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CraigB
Aspiring Contributor
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Message 4 of 5

Re: APPALLING CUSTOMER CARE

Sometime this week, they're slotting us in as we're returning customers. Another thing SKY are very good at and BT don't seem to care about.  SKY will bend over backwards to keep your custom.  SKY are all about what THEY can do to satisfy you.   BT attitude has been 'This is the way it is - like it or lump it. But if you lump it we'll charge you silly money to terminate early'. They simply don't know the meaning of customer care and satisfaction.

 

We got nowhere with BT, Mrs B has given up after spending something like 5 hours in total on the phone to them. Even customer services were a day late with the promised phone call.

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Ratty2012
Recognised Expert
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Message 5 of 5

Re: APPALLING CUSTOMER CARE


@CraigB wrote:

Sometime this week, they're slotting us in as we're returning customers. Another thing SKY are very good at and BT don't seem to care about.  SKY will bend over backwards to keep your custom.  SKY are all about what THEY can do to satisfy you.   BT attitude has been 'This is the way it is - like it or lump it. But if you lump it we'll charge you silly money to terminate early'. They simply don't know the meaning of customer care and satisfaction.

 

We got nowhere with BT, Mrs B has given up after spending something like 5 hours in total on the phone to them. Even customer services were a day late with the promised phone call.


Just a word of warning, if the broadband going off is down to a problem with your phone line, then moving to sky wont solve your problem. I have seen many times people have problems with their broadband and then move to another ISP and then post on their new ISP's forums wondering why their broadband does'nt work.

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