I decided it was time for an overhaul of my home. I've used 'Trusted Traders' local work men to decorate the whole bungalow. I've had new doors fitted; a new carpet fitted and new lights installed. That's 4 local self-employed workmen. All arrived on time and charged a reasonable price.
Two weeks ago I contacted BT as I am not allowed to contact Openreach and booked for an engineer to move a socket from one room to another. They gave me an appointment date of between 8 - 1300hrs. They didn't arrive. At 16.45 I rang BT and was passed from pillar to post finally ending up at a foreign call centre. This phone call was 37 minutes of mainly listening to awful repeated music.
Eventually, I was told they had a record of my order but there had been a 'system's fault.' I asked why I hadn't been informed of this before the appointed date if they had my order. I asked for the address of their complaints department and was told there isn't one and I could only speak to the person in the call centre. They have offered another 'urgent' appointment in 2 weeks time.
I looked on the Net for BT's complaints procedure where it is confirmed that there isn't one.
My question is how do they log complaints; how do they know where to improve their services?
I have now written to the Communications Ombudsman.
Please tell me of your experience because they are a monopoly and if we are experiencing similar poor service, something should be done about it.
dollyjo Thu 08-Oct-15 12:47:37
soontobe Thu 08-Oct-15 13:07:04
janerowena Thu 08-Oct-15 13:27:55
janerowena Thu 08-Oct-15 13:32:32
Luckygirl Thu 08-Oct-15 13:46:11
Maggiemaybe Thu 08-Oct-15 14:41:40
soontobe Thu 08-Oct-15 14:49:00