Compensation from bt ????

[postggj]

At long last i decided on having a bt line installed with broadband. The appointment was booked for the 1/09/2010

 

so along came bt and said they cant do it because they need a hoist, being bloody minded

so they cancelled the job and said they will be back in a few days

 

bt came back six days later

 

now after having my service for three weeks, wednesday my broadband goes down, so i phone bt and they said it will be back up by friday, great, so i thought, thursday my phone line goes down, dead as a do do.

 

So no phone or broadband

 

bt customer services is a joke and it turns out my service has been cancelled, the reason

 

on the first appointment the engineer cancelled the install as a hoist was needed,

 

never mind ive had three weeks pleasure from a reliable bt service

 

they are now telling me it was a software glitch and that a new install appointment will be needed

 

in three weeks time

 

so what level of compensation do bt offer

[loopinlouie]

Ring them again and record getting them to admit fault and length of inconvinience then put them on notice you intend to charge for cost of mobile dongle and mobile calls as well as for distress.

 

Mine went on for a few months with sky but they paid up 300.00 out of pocket expenses in the end. Worth a try as not fair to feel as frustrated as we do when line caput through incompetance xx

[postggj]

No one would make a decision

 

passed from pillar to post

 

get cut off

 

i thought 3g customer services were a joke,

 

all bt enquiries get passed to an indian call centre

 

they just dont seem to know how to deal with complaints

[loopinlouie]

Disgusting that when they admit an error it is not pushed to top of pile for work to be carried out by openreach. You are and in my case also finding yourself having been given the standard 2-3 week notcie wait again and when I said surely there is something you can do, told no. Later found out that openreach do have emergency service but obviously costs more. I beleive the companies dont want to pay the fee to have to fight out who is responsible, ie openreach or bt etc... or as in my case sky/tesco openreach. You see I found the first time my line went dead that the put it back on due to medical reasons promptly but the second time it happened told nothing they could do, told by engineer on first visit there was an emergency service. So if they dont even in my experience rush through medical cases anymore, we are all doomed . Think down to openreach manpower in the end.xx

 

Mine is back up and running but tesco keep billing me in error and ask me to repeatedly pay money I dont owe due to their third party billing. Can I face the stress of openreach tampering again, dont think so for a while xx

 

You need to nag bt like hell

[Ell-enn]

send an email of complaint tonight to BT CEO [email protected] and give a contact number - you will probably get a phone call from one of his team tomorrow

[postggj]

thanks ell-enn

 

perfect

 

just what the doctor ordered, a link

[tashbash]

I fought for my parents who had arranged to have bt put a line into their new property before they moved. The engineer failed to turn up so 'i phoned and asked why they said they would arrive the next day again they didnt. Finally on a sunday an engineer arrived and hooked them up. I called bt on the monday to complain and the girl tried fobbing me off with a small month line rental free. I persisted and asked for a supervisor, eventually after about the 4th call asking for manager i got one. She was apologetic for the bad service and offered over £180 in compensation for the inconvience. She waved the connection fee £ 130 so imagine my parents surprise when they received a bt bill with this fee on it. "Sorry we can't take something off until it has been added on the bill" was the response. I do worry that this company is a major company dealing with communication but they cant communicate between departments. Be persistent it will pay off

[postggj]

well ive just sent off a complaint to the CEO OF BT

 

ill keep you informed of the response and how they are going to rectify the complaint

[postggj]

WELL WELL

 

IVE HAD AN EMAIL RESPONSE ALLREADY FROM THE CEO OF BT

 

I am sorry about the problems you have had. I will ask one of our service team to look into it and contact you to resolve matters.

 

Ian Livingston

 

 

 

ILL KEEP YOU ALL UPDATED ON DEVELOPMENTS

[Ell-enn]

You'll probably get a phone call sometime today

[postggj]

Well things are starting to move now

 

ive just received a call from the chairmans office and they are getting the problem sorted out today

 

she said she will ring me back before she goes home at six today

 

what a result

 

ill keep this thread updated on the next contact

[Ell-enn]

Good stuff - it worked for me when I had a complaint

[callumsgran]

Well things are starting to move now

 

ive just received a call from the chairmans office and they are getting the problem sorted out today

 

she said she will ring me back before she goes home at six today

 

what a result

 

ill keep this thread updated on the next contact

Was it Pauline Royle?

[postggj]

Hello Mr

 

Thanks for getting in touch with Ian Livingston.

I’m sorry to hear you’re having problems with BT. I'll do everything I can to sort this out as quickly as possible.

As agreed I'll call you later today. In the meantime you can reach me on or drop me an email at I’m usually in the office Monday to Friday, between 8am and 6pm.

Speak soon,

 

 

 

 

Christine Day

Executive Level Complaints - BT Retail

 

 

 

 

 

HI ELL-ENN

 

 

IT IS CHRISTINE DAY DEALING WITH THIS AS THE EMAIL SHOWS

SENT SECOND EMAIL ABOUT ONE TODAY AS NO RESPONSE YET

 

 

STILL WAITING

Edited September 27, 2010 by postggj

[postggj]

Well

 

bt retail have just phoned me and are going to give a call back tomorow with developments

[postggj]

the chairmans office has just called

 

an engineer will be calling between 1 and 6 tomorow

 

thats a result

 

ill update tomorow after the engineer has been

[Ell-enn]

Excellent ! look forward to your update

[postggj]

I must say

 

writing to the chairman has worked wonders

 

thanks again for the link ell-enn

[postggj]

result

 

bt engineer came today and phone now up and running, but with a new number.

 

Cant complain though as ive only had the number for 3 weeks anyway

 

complaint went to the ceo of bt on friday

 

phone up and running today

 

thanks ell-enn for the link

[Ell-enn]

Good result !