The happy world of BT (BT)

Member Name: Irene21

Product:	BT
Date:	17/11/05 (474 review reads)
Rating:

Advantages: 1 pound compensation per day, Free redirection

Disadvantages: Too many to name

PLEASE TAKE THE FOLLOWING REVIEW NOT AS A REVIEW OF BT'S SERVICES RATHER THAN A PROOF OF IT'S POOR CUSTOMER CARE WHICH YOU SHOULD TAKE INTO ACCOUNT WHEN USING THEIR SERVICES.
THEREFORE, I WOULD BE MUCH OBLIGED IF YOU RATE IT BASED ON THAT FACT.


INTRODUCTION

My story begins one month ago when suddenly my landline went dead. No tone, no beep - Just nothing. At first I thought that I forgot to pay my bills so I did a quick check: No, everything was in order, so there must have been a fault in my line.
Sadly, it was a Saturday so I wasn't expecting much, but I thought that I should phone and report the fault in order to speed up the process. The sooner obviously the better. Beforing reporting the fault however, I checked with my next door neighbours if their phone was working: Good for them everything was fine - so I was the only one to face a weekend without landline and internet. Not good - or wasn't it.

HAPPY TIME BEGINS

Having no credit in my mobile and no public phone nearby (since as we all know BT has decided to cut down their numbers in order to reduce maintenance costs) I went to my next door neighbours who were kind enough to let me use their phone - in the end of the day it was a freephone number so I wouldn't have to buy them lunch to repay their favour. Guess what? I stayed in the line for much than 30 (thirty) minutes trying to report the fault through BT's automated service.
During those 30 minutes, I was informed that
a) The fault was on the line itself (therefore I wouldn't have to pay to repair it - thank God for that!)
b) The estimated day of repair would be the following Thursday (6 days later)
c) I would be reimburshed for the line rental for the days that my phone is working and I would get 1 (one) pound for each day that I cannot use my phone. Amazed by their generosity I waited for another 10 minutes to speak to an assistant, who repeated the estimation but who however, did mention that it would be possibly for a technician to come and do a check before that date, although this couldn't be guaranteed. After a bit of negotiation, he agreed to arrange for redirection of my calls to my mobile - free of charge. So I thanked him and went back to my work. I couldn't do anything more anyway...

THE SURPRISE

Around noon of the day after I got a surprise visit of a BT technician - he stayed about 20 minutes working outside and before leaving he left explaining me that he found the problem (being in the exchange box), which, sadly, couldn't solve by himself. He promised however, that he would return to his office and arrange a visit with the "experts". As soon as this happened he would make a call and inform me on when this would happen. I thanked him for coming on a Sunday and went back inside.
A hour later I received a call from him, who informed me that the "experts" would pay a visit on the day after - most probably in the early morning. Amazed by the speed of service, I thanked him again and decided to be patient one more day. In the end of the day, it was only a Sunday and it only the second day that I had the line fault. I could survive anyway...

THE DISSAPOINTMENT

Noone came on Monday, neither on Tuesday nor Wednesday when I decided to call them again. The people in the line seemed surprised than noone has been to repair the fault on Monday, as this was clearly stated in their log books. They promised to call me back - which they didn't. I did call them the day after, receiving an apology and be informed that somebody who fix the problem in the same afternoon. Guess what: They didn't...

EPIMYTH

The line was fixed the following Monday, 8 days after the fault was initially reported. During this time I spent far more money a day than their 1-pound offer and at the same time I was paying for broadband services which I didn't use.
I think I shouldn't be blamed for deciding to leave BT for Post Office as soon as my contract ends. They should be more careful next time...

Summary: I waited for 8 days to have my line fixed - How good is that?