This is not a joke (bt)?

Question

just been reading that bt has won an award for best customer care (lol), this is the best joke i have heard in ages...

when you phone them it takes about 1hr to actually get through then they are from india, so you tell them to put you through to someone in england and your waiting another hour, i emailed them a few months ago to phone me about my bill, they sent one back saying they would phone the next day.... anyway 2 weeks later and my phone cut off they decided to phone, and yes they were from india.

then it took 5 days and about 10hrs of phone calls to get reconnected, so as you can tell they are no1 at customer care, when will they learn im british and want to speak to someone in britain.......anybody else had this problem? and who are the best you have delt with?....mine is orange, they are fantastic...

Answer 1

My broadband service went down and you have to phone the premium rate phone number. Got someone in India and I had serious difficulty understanding what she was saying becauseof her really thick accent.

I tried telling them that the router was working and the laptop was seeing the router. I had run the diagnostics on the router and was getting the message that it was a line fault. All she wanted to to do was reboot my computer and the router (10 times in total). I did say when it didn't work after the first what was the point in doing it again.

Eventually after 2 hours on the phone she agreed to get the line tested, and hey, within 15 seconds told me there was a line fault. Took em two days to fix it.

Being as I'm self employed and work from home and need a connection it cost me two days earnings, by my reckoning at least £4000. Still waiting for reply to my letter asking them to pay me this money and refund the cost of the phone call - £35.

Answer 2

Never had this problem with BT (cable user) but did have similar thing with DELL.  It took me 4 days to eventually persuade someone   from an indian call centre to let me speak to someone in Britain,  all I was doing was trying to return a faulty  cartridge (they wouldnt let me return it insisted I had to purchase another one)  Eventually when I got through to someone in Britain it was sorted in 5 minutes.  They told me to put the complaint in writing, which I did and I am still waiting for a response 6 months later !!!  So maybe these big organisations ought to listen to us.   Is it too much to ask for customer service to be able to speak the same language oh and also be a 'real person'.

Answer 3

that sounds really similar to what happened to me. their service is appalling, ive lost count of how mant hours i have sat trying to get throught to someone!! there was a time when i tried for 3.5 hours, only to be told the office was now closed and try again tomorrow!! ridiculous!! another company with poor customer service is powergen

Answer 4

Might as well give them some free biscuits.

Answer 5

what is bt

i hate when it says push1 for English and when you get to someone English is not what they speak but that is every 1-800

that you call not just bt whatever that is and what is orange

anyway the best thing is i had someone hang up on me because I'm not a pushover he was so mad i think they get joy out of making us so upset but i not the girl that gets pushed around

Answer 6

should have been voted worst customer care

Answer 7

BT are a law unto themselves, they treat all customers extremely badly all of the time, i have a very similar situation to you, only not over a bill, i am in the process of complaining to oftel, we should all do the same thing, we will get nothing by just complaining to BT. take care and good luck.

Answer 8

Have to agree!  I used to work for BT so I know how passionately many BT staff care about doing a good job.  Trouble is they have managers who are driven only by mindless, largely irrelevant targets and senior managers who are driven only by huge bonuses for cutting costs.  So call centre jobs go to the lowest bidder, we lose UK jobs, customer service plummets and some d*ck-head gets a nice fat bonus.  My recent experience (trying to get a line transferred and fault cleared for an 86 year old woman who is blind and disabled) was the worst customer service I have EVER experienced.  It was so bad, I closed my telephone and broadband account with them.  If more of us voted with our wallets, I wonder if customer service would improve - not just at BT but everywhere.

Answer 9

same thing happend to me lol

Answer 10

cant believe they didnt cahrge for a reconenction fee. lol

Answer 11

can well believe it, and it is a bloody joke, about time the call centres were back in the uk for uk users. i dont call bt customer services anymore because their call centre workers cant understand what im trying to say and i cant understand them.

edit: maybe if we all in the uk stopped calling their call centres there would be no work for them so theyd have to close them down.

Answer 12

I agree with you. However I must add I recently called Dell on a free number, I believe, and was connected to a young Bangladeshi lad. I immediately thought 'Oh God, here we go,' but was pleasantly surprised to find his standard of English to be excellent, and he was very helpful indeed. Just goes to show!

Answer 13

I stopped using BT years ago.  I also stopped using Virgin early this year as they started to use Indian call centres.  I have always found the Indian call centres difficult ... I had to move my bank account from HSBC as I could not get any sense from their Indian call centre staff.   .... When renewing my car insurance before I gave any details I asked the tele-sales operator (whom always seem to be UK based) if they used foreign call centres for claims or for break-down emergencies.  You may have to drag the answers out of them to those questions but it is well worth it. ... When things do go wrong you would like to have things resolved as smoothly as possible, after all that is what you have paid for.

I never use companies who give customer service from outside the UK. .. There are some companies who make it clear in their adverts that they only use UK call centres.  They are well worth noting .....  ... Good Luck!

Answer 14

I thought you said that this was not a joke !  Bt when it comes to customer relations, service or help must be the biggest joke in the world.  I had broadband fitted by them, the first time I tried to use I had to telephone the help line, yes your right Delhi, two hours later I had still been unable to find somebody who spoke English, that is the type of English that I speak Eventually I got to the Manager (he also was not English) who solved my problem but forgot to tell me the new password, so back I went again.  I lost an entire morning.  I wrote and complained to BT and to be fair that; removed all the charges for that morning and gave me one months free broadband.  Also a Manager telephoned me and said if there was any more problems to phone a special English speaking hot line.  This I had to do and guess what it was another gentleman that must have been flown specially from Delhi

Bt how dare they use the name British

Answer 15

Hi, Most customer service is a joke now. Because they outsource everything. What is wrong with giving their own people a job? It is very irritating when u cannot understand a word they are saying. And like u said the customer service is a joke. Do u really think they care? The people that own the company do not care, they are lining their pockets with your money, and paying almost nothing to the people they are outsourcing the work to. Get used to it. This whole world is on a collision course.