customer service

We’ve recently been experiencing a very noisy phone line and a drop in our internet connection speed.  After changing all the wires and trying a different phone I resolved there must be a fault with our line which forced me into dealing with a British Telecommunications plc call centre.

I’m not one to complain but their customer service is at best shocking and at worst down right disgraceful.

After being kept hanging in a queue for about 30 minutes I eventually speak to someone who cheerfully informs that they’ve run a diagnostic check on my line and all seems fine.  I explain it isn’t and ask whether I can arrange for an engineer to call out.  This was not possible and I had to be transferred to another operative.  Cue a further half hour wait only to be met with what seemed like the same person running through the same checks reaching the same conclusion that there is nothing wrong with my phone line.  Can I book an engineer then?  No.  I had to be transferred.

After a further 15 minutes I decided to hang up.  I rang back and said I wished to complain (you speak to one of those automated voices).  More hanging on the phone then until I was greeted with “hello, broadband support”.  I informed BT’s representative that I really wanted to complain, but he ran through his script anyway.

When challenged about my slow internet speed he exclaimed that my speed is being throttled back due to a fault on my phone line; completely contrary to any advice I’d previously been given.

By now I was ready to end it all, or cancel my BT contract.  Actually it’s easier to kill one’s self but…

Anyway, sensing my increased frustration, the young man was at least able to arrange an engineer to investigate my problem and recorded my complaint.

I was then given a complaint reference which, and I kid you not, ran to over 14 digits.  It’s longer than my actual telephone number and perhaps gives some sort of clue to other’s dealings with this company.

Anyway, an engineer is due to call out today.  I shan’t hold my breath.