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Since signing onto Sky TV last year, I also became aware that I'd have to sign up with BT as well, which took me by surprise, as I was very disappointed that I couldn't stay with NTL (who I'd been with since 1996).
I phoned BT Customer Services and after being held in a queue for the best part of an hour. I spoke to one of these advisors who spoke very poor English and I had to keep repeating after every word I said - the main thing he said was that it would cost £125.00 to have a line installed!!!
This took me aback, meaning I'd have to cancel NTL and get the line disconnected and to spend a small fortune to have a new one put in. So I paid this over the phone, and after a lot of being put on hold I was informed that I'd need to arrange a date for installation, which I did. I was then told that this would come through the post in the next 5-10 working days. Within the course of that fortnight the letter arrived giving me date and time, which I got all prepared for and took the day off work so I could be at home and see this taking place.
On the day of the appointment I got up early ready for their anticipated arrival - time passed on, the morning had moved into the afternoon, and I was now getting so annoyed and stressed about this. So I phoned them up, being put on hold for 45 minutes (!!) and eventually spoke to someone... By this point I couldn't control my anger. I didn't use swear words or anything, I was just very firm and demanded to know why they hadn't turned up. I was put on hold again whilst they investigated - this was for another half hour!!
I got through to a friendly woman who spoke to me and looked into why they hadn't arrived; all she told me was that my job had been cancelled. By whom?? It wasn't me!! So I had to arrange another appointment for 2 more weeks!!
Within the next week, another appointment letter came through my door informing me of the new date... I then took another day off work so this could be done, and on the day of this appointment... GUESS WHAT!! They didn't arrive!!
I phoned up the BT helpline again and was put on hold for 30 minutes. I eventually got through to a Sales Rep who had very bad English. I was very angry and wanted to know why the same thing has happened again... The rep obviously took my anger personally and then put me on hold again. After waiting for 20 minutes, just when I thought I'd got through I discovered that he'd hung up on me!!!
I was absolutely furious by this point!! I spent more time being left on hold, and probably spending an absolute fortune on phone calls!!
I had to book two further appointments for separate engineers to come out. Both jobs were cancelled as well!! Why?! It wasn't me!!
I then decided to write an official letter of complaint - things started moving to my satisfaction!! An engineer came out and checked my line and noticed there wasn't one, so he sorted it out and at last it was all up and running! If only that'd happened at the beginning??
I was refunded the full cost of the line connection and I got an official letter of apology and the necessary amounts that I had paid out were all waived.
The initials BT sound for something very different - I think you get my drift!!