Prayer would be answered quicker! (BT)

Member Name: Good_Guy

Product:	BT
Date:	07/05/09 (57 review reads)
Rating:

Advantages: Good landline service and good website.

Disadvantages: Too slow to answer customer calls

BT were one of five companies featured in Watchdog on BBC recently, the others "blacklisted" for taking too long to answer customer service, calls were Sky, Vodafone, Tiscali and Three. Of these five BT came second to Sky, their excuse being the number of customers that they had compared to some of the other companies they were compared with. Do more customers not equal more customer advisors? It's truly awful pressing buttons and listening to "you are in a queue messages" when all you want to do is speak to someone about your problem!

As someone commented in a recent review "pray that you don't have a problem". BT are actually very good at what they do, providing a telephone service and other services piggybacked on their network but they, for a communications company, make it exceedingly difficult to communicate with them!

However if I had been to make a list of the worst companies, I would not have rated BT just as badly as Watchdog did. I thought "Why is this?" Then I realised what works for me is their online service. Signing up for Direct Debit payment method and opting for paperless billing means that I go online to view my bills, to request any service option changes, to report a fault or just to get more information. Believe it or not this seems to work reasonably efficiently. You can even track a fault report to see what's happening. A lot of FAQ's and guidance are available and you can seek help or complain via email. Clicking on the "Support & Advice" tab on the BT.com site opens up a whole range of options.

So good telephone service, good website, bad bad telephone support; two out of three not too bad! I don't think so!! It's very very bad when you can't call a telephone company!!! Pray!!!!!

Summary: Good when there's no problem; bad if you have!