I’ve recently moved home to a flat in Streatham and have, consistently, suffered weekend internet blackouts. To add to a recent and growing list of rants about customer service (UPS, the BBC and Belfast) I have to say that BT did their best this morning to aggravate me.
During yet another connection black out, I cracked & made my first mistake. I called them. Three times. And yet I was no further forward than what I had been at the start.
On the first call, wanting to raise a phone fault… and BT not recognising the house number which the landlord had provided, I ended up in one of those automated dead ends where the little lady, in perfect English said “I’m sorry, goodbye.”
Now, I’ve been through a few of these before, but no worries… I’ll try again, keep hitting the “#” key until someone picks up. It’s surprising how often this works and BT was no exception. So I ended up through to the Billing department. To be fair, the geezer on the end of the phone (yes, outsourced to India) he wasn’t the man to solve my problem, so I was expecting a transfer. What I wasn’t expecting was him to tell me to redial. Redial the number I had actually called.
Me: “but that’s the number I’ve called!”
Customer Service Provider: “No sir, this is not possible.”
Me: “err… I’m telling you it is possible, because it is the number I’ve called.”
CSA: “No sir, you did not.”
Me: “No really, it is.”
CSA: – click –
The cheeky sod hung up on me!! At this stage, I was fuming… so I dropped the landlord an email – yes really… though who knows when it was going to get delivered – venting about BT and my internet connection. I decided I wasn’t done… another call.
So third time I called BT & got through to ‘Steve’… a few niceties later and ‘Steve’ asks me for the home phone number a third time. A few moments later he asks me for the Account Number for a fourth time. I crack and hang up. Really?! Are you listening to a word I say mate?!
So another venting email to the landlord I give up & headed for the street. A bit later the landlord called… apparently she’d called BT and they were now saying that they needed someone in the flat to check the phone line… sorry, not me. She then went on to say I should spend £35 on some weird electric thing which will boost the signal. I don’t think so.
As you do these days… you vent on Twitter… and you know what, it’s fast becoming the best way to get things done. Someone at BT had responded within an hour providing me a link to provide more information. Lets see what that leads to.