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to expect to be able to speak to someone from a british call centre when i have a problem with BT!

8 replies

LilyLoo · 12/03/2007 20:43

I am so cross with them. Cut a long story short been having nightmare with broad band service to which they had cheek to try and charge me when they sent an engineer round. To top it off in response to my complaint e mail they have now forwarded all my details name phone number etc on to a third party customer within email. aaaaaaaaaaahhhhhhhhhhhhhh!

OP posts:

2boysmacca · 12/03/2007 21:06

We had the same sort of problem - 3 engineers, 3 call out charges (they found the fault on the 4th attempt but charged for the previous times when they couldn't)

Took 9 months and several hours on the phone before we got our refund as each time they said it would be refunded 'next quarter' and inevitably they forgot.

Good Luck!!!!


stripeybumpsmum · 13/03/2007 20:01

I heard from a friend (who was briefly employed by BT at a call centre), they actually looked up the answers to questions from customers calling the 'help line' on google.....


edam · 13/03/2007 20:04

Complain to one of the newspaper consumer pages, or to Watchdog. Companies often sort themselves out when they face the risk of bad publicity.


tinkerbellhadpiles · 13/03/2007 20:06

The english team are also crap in my experience

I always make up some technical crap so I get through to second line support - they normally know their stuff. Just start spouting about 'DDL errors' and they'll give up and pass you to the right folks.


fryalot · 13/03/2007 20:07

5 weeks it took them to sort ours out. I used to give the phone to one of the kids and tell them to let me know when someone started talking.


sis · 13/03/2007 20:15

I am sorry you are having so many problems with the company and hope that they sort it out for you soon.

I am not sure what the nationality of the call centre has to do with anything other than the fact that the B in BT used to stand for British (not sure if it still does but they now trade as just BT rather than British Telecom). I would have thought that you would want to speak to a competent and helpful person in the call centre whereever in the world it may be rather than a British person irrespective of their compentence or helpfulness.


LilyLoo · 13/03/2007 20:40

Agree sis however trying to explain technical difficulties to someone who speaks broken english is a nightmare. Got call out charge refunded today though.

OP posts:

sis · 13/03/2007 20:48

yes, I can understand if you are frustrated that the person at the call centre does not speak or understand English fluently. I just get a bit fed up with people assuming that if a call centre is outside of Britain or the UK, the staff are not any good when I have spoken to call centre staff in other countries who have understood me and responded very positively to my query - it is a bit of a hang up that I have because I have had to bite my tongue at a couple of work meetings where people have implied that that call centre outside the UK=useless call centre. I will stop now other than to say once again, that I hope your proplem is sorted out and soon!

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