Tuesday, February 12, 2008

This is not good. BT's Customer Service is still crap.

So, top marks from Sam at BT's press office, who responded to my email within an hour of arriving at work yesterday, and at least sounded like she/he could/would help. I'm not sure if it was Sam's intervention which prompted my first contact with BT's Customer Complaints staff, but if it was this brave work was in vain. Here's the email the eContact Customer Service team member sent me (in full): Dear Sir/ Madam Thank you for giving me opportunity to assist you. Please accept my apologies for any inconvenience you may have been caused and my thanks for your patience and co operation in this matter. This is in response to your query dated 10/02/08, regarding BT account. I understand that your are enquiring about your BT account. I will be more than happy to assist you, but I am sorry I am unable to understand your real concern. I would like to inform you kindly, elaborate your query . The moment you throw light on issue in question, I will reply to the query accordingly. If you should have any further queries please do not hesitate to contact us again via e-mail. Thank you for contacting BT. Yours sincerely, Dxxx Mxxxxxxx eContact Customer Service (I've just spent 5 mintes staring at my computer screen, trying not to swear.) Seriously, is this the best BT can do? So, for the benefit of BT Customer Services, here's the story so far: My phone does not make outgoing calls. That's my real concern. I have paid my bill. I have contacted the automated service, which promised me that I'd be reconnected within 24 hours. I spoke to several customer services reps, some of whom have apologised, and all of whom have promised that my service would be reconnected imminently. I have even been promised a £5 discount on my next bill for the poor service that I've received. So what's the chances of my phone service being fixed today? I'm not sure, but perhaps my email to the Chief Executive will help?