Sunday, February 10, 2008

BT’s Customer Service is crap

Everyone appreciates good service. If I get good service in restaurants I tip well, and I’ll gratefully recommend services to my friends and others if they merit it. It makes me feel good to be able to pass on my good experiences to others. Right now, I can heartily recommend:

· National Express Trains from Edinburgh to Glasgow Central (£5 cheaper and less crowded than FirstScotrail, with Free WiFi)

· Compass, North Charlotte Street, Leith (the food and service are great, and there’s a always a good atmosphere inside)

· Sky+ (this is one of the best things ever invented. Never miss an episode of any of your favourite programmes and always have the option of watching something good you’ve recorded, rather than whatever’s on at the time)

What I can’t recommend to my friends is BT.

It’s not that their product is poor, their wireless broadband service has always been reliable and has never caused me any problems. It’s their customer service. It’s shocking. We’ve not had the use of our phone for outgoing calls a couple of weeks.

I’m not entirely sure of the source of our problem. I recently moved to paperless billing to pay online, as we were a few weeks late with a payment that was due when we were away on honeymoon. So we have no outstanding balance with BT. But our phone still does not work.

I called BT and used their automated service, which confirmed that I’d paid and said we’d be reconnected within 24 hours. 48 hours later I called again, managed to negotiate the automated service to speak to a real human being, and explained my situation again. They promised to reconnect me within 24 hours. Last Thursday, and still no phone, Debbie called. They were in trouble now. She secured a £5 discount on our bill for their poor service and a promise from the lady at BT that the line would be reconnected “in 3-4 hours”.

That’s my girl, I thought. No-one messes with Debbie.

Next morning – still no phone. Debbie calls again. BT Customer services were “very very sorry”. They would “sort it out in a few hours”, he said. I called again tonight to find no customer service staff at home, but a kindly computer who confirmed one again that I had a zero balance and could have my line reconnected ASAP.

BUT STILL NO PHONE SERVICE. NUMEROUS CALLS, SEVERAL APOLOGIES AND A COUPLE OF PROMISES, BUT STILL NO SODDING PHONE. I'VE BEEN PAYING LINE RENTAL THROUGHOUT THIS PROCESS, BUT STILL NO SERVICE.

So, I am doing what a good friend would do, and pointing out BT’s shocking service to you all. I hope that the muppets who have been dealing with my request to date receive the service that they’ve been given to me in every bar and restaurant that they frequent. And I hope that the poor customer service that BT have been displaying is sorted out more quickly now I’ve posted it on Facebook and onto my blog for all the world to see.