Grumpy Old Man Part 2
Customer Service Not
Yet again I find myself at home, waiting for a BT engineer. BT. British Telecom. Waste of space. Is there somewhere that I can nominate BT as the worst example of customer service? Ever! The worst ever!The corporate vision, posted on BT’s website, proudly declares:
Our vision is to be dedicated to helping customers thrive in a changing world. The world we live in and the way we communicate are changing, and we believe in progress, growth and possibility.
We want to help all our customers make their lives and businesses better with products and services that are tailored to their needs and easy to use.
This means getting ever closer to customers, understanding their lifestyles and their businesses, and establishing long-term relationships with them.
We’re passionate about customers and are working to meet the needs they have today and innovating to meet the needs they will have tomorrow.
We hope that every time customers deal with us, their experience reflects our vision:
· we do what we say we will do – when we say we will do it – for the price we said
· we are pro-active and easy to do business with; we care
· if we don’t keep our promises, we make recovery our number one priority.
Bullsh*t! Well, I’m still awaiting a response to my complaint email of 23rd October 2006. That’s five months! I am not feeling a great infinity with the corporate vision at the moment. And, I am at home again because they failed to turn up on Monday, when I stayed at home a whole day waiting for an engineer. All, I want is a new extension for my broadband service. And, I’m paying them shed loads for the privilege. If they ever turn up that is.
My complaint of October followed an electrical storm which knocked out my home broadband service. My first call found me routed to an offshore customer service centre in Bangalore, India. Don’t get me started! Well, it was Friday 13th. I should have known better. They ran a diagnostic. They declared that they could find no fault. They declared that the fault must be with my router. My router that was safely in a box, in a cupboard, upstairs, and well away from my broadband socket at the time of the lightening storm. Now, I am not technically minded in the slightest, but……
They were insistent and refused to do anymore to help me until I had replace the router. I replaced the router. Nothing. Not a sausage. Still broken! I phoned them back. They ran a diagnostic. They found a fault. They promised to fix the fault within 48 hours.
span style=”font-size: 10pt; color: #333333; font-family: Arial;”>Two days later I received two voicemail message. Now that did impress me. The first message claimed that the fault had been fixed; the second asked me to get in touch in the event of further difficulty. On my return home I tried to connect. Nothing. Not a sausage. Still broken! I phoned again. They knew the fault hadn’t been fixed, despite the voicemail that I had received. Apparently that was to tell me that a “copper engineer” had been to fix the line and now a “PSTN engineer” would be visiting, the following week, to fix my broadband. I was furious. I asked to speak to a supervisor. Oh, and what a smug “b” he turned out to be. I asked what had happened to my 48 hour window for fixing. He explained that 48 hours equated to five working days; seven calendar days. “Only on planet BT” I retorted!While I was on the phone to the jobs-worth, head-up-his-own bum supervisor, I received another voicemail, telling me that my fault had now been escalated to an “Open Reach engineer”. Later that evening, I received another message asking me if I was still having problems. I was.
Three days later I received a call to tell me that after further diagnosis, they had discovered that the fault was “underground” and that an “underground engineer” was to be dispatched in eight days time (c. 72 hours in the world of BT). Underground? We had been spun this yarn with past faults, only to find the fault was in the box thing up the telegraph pole in the lane outside of our garden. We live in the middle of nowhere. Darkest rural Cheshire. Our wires travel many, many miles to the property via overhead cable. If we have an underground problem then it must be in a neighbouring county! Hence my email of complaint. My complaint of five months ago. To which I have had no response.
The fault was fixed by the engineer when he did actually attend, five hours late on a Saturday. A Saturday when we were supposed to be staying with friends. It took less than ten minutes to fix. Apparently it looked as if the socket had been “fried” during a lightening strike. Really? What a surprise. Why hadn’t we thought of that? Oh, we had mentioned it…….
Well, there are just fifty five minutes to go before today’s window for my engineer (copper/PSTN/underground/whatever) arrive closes. I shall not hold my breath. Watch this space. If I can log onto broadband after his arrival or not I will let you know…….
In the meantime, should you wish to waste your time complaining to this customer-focused money-generating machine, the email address is email@example.com. But, chances are your broadband will be down so you won’t be able to. Don’t even bother to try and phone them. You will be lost in the endless circle of IVRs – “press 99 for…..” before they eventually hang up on you after having you on hold for fifty minutes. As they did on Monday……
It’s now fifty minutes to go………sigh. Oh, and if anyone wants a perfectly working router, let me know. I have one spare!