Tuesday, 10 September 2013

If You're Thinking of Using BT...

...you may wish to consider my email to BT below. My mother has recently moved house  - and has been without her BT landline and broadband services for a few weeks. Below is my attempt to get BT to do something about it.


Sirs,
 
I am emailing to complain in the strongest possible terms about the order below and your customer service.
 
I am the son of Isabella Smith, the customer in the email below. She is 76 years old and recently moved home to sheltered housing accommodation. I have helped her with the transfer of her BT telephone and broadband service from her previous home to her new one. Here is a summary of events so far.
 
20 July - completed on-line transfer of service. My mother received a confirmation email to advise an engineer would visit her at her new home on 20 August - three days after she moved in.
 
20 August - despite being advised an engineer would call between 1.00pm and 6.00pm no one called. I tried to phone the BT number 0800 800 150 but, after an hour of 'queueing' could not get to speak to anyone.
 
21 August - spent another hour after work trying to get through on 0800 800 150 - still didn't get through. I sent a strongly worded email.
 
22 August - 8.00am - finally got through (after making myself late for work) and was told an engineer would reschedule a visit for 9 September between 1.00pm and 6.00pm. When I advised that an elderly woman not having a land line for another 3 weeks wasn't acceptable I was told this was the first available date.
 
7 September - my mother receives two emails from BT confirming an engineer will visit her between 1.00pm and 6.00pm on 9 September.
 
9 September - I took a half day off work to be at my mother's home for the engineer calling. No one called. There was no text message or call to my mother's mobile to advise. I phoned BT at 7.30 and after having to wait 20 minutes to speak to an advisor, was told the engineer's report stated my mother's telephone line would be activated at 12 midnight - this despite no one calling or contacting her to advise this.
 
10 September - my mother still has no phone line. It had not been activated as promised. I called BT yet again at 5.00pm after my work and was told by another advisor that a BT engineer had called at my mother's home at 7.00pm on 9 September. This a blatant lie - I was with her at that time and I can assure you no one from BT visited or made any contact.
 
I was told by a BT advisor that an engineer would call round to my mother's on 30 September - nearly 3 weeks later! I replied this was completely unacceptable and that an urgent appointment had to be made. The advisor told me she would speak to her supervisor and phone my mother in half an hour (I had to go out and was already late for a meeting) No one phoned - but my mother received a text message advising that an engineer would visit her on 30 September.
 
Quite frankly, my mother has been treated appallingly by BT. She has been a loyal BT customer for several decades now and has her phone line and broadband services from you. She has paid a full year's line rental in advance in June and has not had a telephone line for nearly 3 weeks - with another 3 weeks delay this will be 6 weeks in total. Obviously, she has had no broadband service for this period either.
 
My mother is nearly 77 years old. She has various health problems including angina and high blood pressure. She lives alone and a land-line telephone is essential. None of this is her fault yet she is being treated like a second class citizen rather than a loyal BT customer.
 
I am extremely angry and demand this is resolved as a matter of urgency. BT have treated my mother with contempt and have blatantly lied to me, her next of kin.
 
PLEASE ENSURE HER TELEPHONE AND BROADBAND SERVICE IS ACTIVATED AS A MATTER OF URGENCY. The order details are below.
 
If not, I shall be seeking legal advice over this matter.
 
Mike Smith (son)

3 comments:

miruspeg said...

I hope you do seek legal advice Mike.
What terrible service and totally inexcusable.
Hope the problem is rectified soon.
Hugs
Peggy ♥♥♥

Mike Smith said...

Thanks, Peggy. I posted the link to my blog on Facebook and Twitter with the hashtag BT. Within 24 hours BT contacted me and arranged an appointment for my mum. She got her phone line installed on Friday. The power of the internet! Hope you are well, my friend.

miruspeg said...

Never underestimate the power of Facebook and Twitter and other Internet devices.
Great to hear your Mum's phone line is now installed and working Mike.
Keep shining my friend.
Peggy ♥♥♥