ROFL @ BT

[Shimsham]

Just read this on uk..telecom.broadband...

This is a transcript of a conversation with a BT chap who just called a
colleague of mine today about his ADSL line: -

Customer - Hello?
BT - Hello, this is BT here, were calling to confirm your
installation date for your Openworld service. (ADSL)
Customer - I thought that we had already agreed the 18th.
BT - Err, Oh. Hang on. [pause] No, I have a new date for you,
I guess they couldn't make the 18th.
Customer - Fair enough, it happens I suppose.
BT - We will now be coming on 4th January, the AM visit you
requested is still ok though. OK?
Customer - You're coming on the 4th?
BT - Yes.
Customer - Last week, you're coming last week?
BT - Yes, is that convenient?
Customer - You will have to forgive me, I don't wish to appear stupid,
but you are saying that you are going to come and install
the line last week, that's what you're telling me, right?
BT - Oh yes, I see what you mean. That's doesn't sound right does
it.
Customer - Well I know that BT is behind the times in so many ways I
thought that you had perhaps mastered time travel.
BT - There isn't any need to be clever.
Customer - Well I think that one of us needs to be or we'll be in a
right state wont we.
BT - I'm not going to continue this conversation if you are going
to be rude.
Customer - Tell you what, why don't you just tell me when you are going
to install the line and we will leave it at that, what do
you say?
BT - Hang on a moment please. [pause]. How is the 18th, is that
ok.
Customer - Which month?
BT - [click]
Customer - Hello, hello. Hello, hello. He's bloody hung up!

Remarkable.

[Eja Cool8]

For a Blue Chip company that is nothing short of appalling. I work in a customer-facing role, and if i had displayed that lack of tolerance and understanding in the face of what was a couple of very mild, sarcastic remarks, i would have been out on my a**e!

[-=>>F@TaL1Ty<<=-]

They r just bloody incmpetent plain and simple.

[richardadc]

You don't actually believe that do you? BT do not hang up on people, they continue the conversation no matter what they say. After that the recording of the call is sent to a superior, and if it is counted as offensive they can say bye bye to being a customer of BT.

[-shiva-]

I tihnk you are the one with mistaken beliefs m8. I have been hung up on by BT, and I was not being rude or offensive. It always makes me laugh how there is always someone to support BT, even after all the crap that has happened.

[len]

Absolutely m8.....I can totally believe the conversation after some similar one's I experienced whilst trying to get my adsl line installed.....they just get worse and worse.....

[Slime]

richardadc,

Are you saying the BT will terminate your line if you are rude to them ???????? Or did i misunderstand your answer ?

Slime

[[ACE]Stalker]

Heheh BT customer services descends further into farce...

[richardadc]

Originally posted by Slime
richardadc,

Are you saying the BT will terminate your line if you are rude to them ????????


That's right. The case above would not have gone anywhere, but if you swear etc it would be a different matter, some companies may even bring civil charges against the customer.

[[KK]BigAl]

Customer service...? If only BT knew. "I'm coming to install it last week" LOL :E shows you the kind of mindless drones they are employing to man the phones these days, I'm sure there are BT CS people who do know what they are on about and do actually help. . We asked 4 times for out itemised bill, somehow they mnaged to send the wrong thing twice and the other 2 months it just never showed up. We paid by direct debit so we knew the money was going out but we wanted an itemised bill to be sent so we could se where. I actually ended having my ADSL installed a day early, nice yes but if someone hadn't have been home then I probably wouldn't have had it for another week. *sigh* You must have found one of the intelligent ones, it recognised sarcasm and did not utter phrases consisting of, but not limited to ooook, mooooooook and various pant-hoots :E I wonder if they find time for grooming in between writing their new versions of Shakespear plays...


[Edited by [KK]BigAl on 17-01-2001 at 09:35 AM]

[FlyinBrick]

Hey! At least he could get through to a BT person....I'd love an NTL person to be rude to me, but you try getting through to their "customer services"!

In fact, the only time I've had a quick response from NTL, is when I told them I'm disconnecting. I then got some middle management wannabe fawning and apologising for not employing enough muppets.

I'm still disconnecting though, going back to BT, at least they answer the phone!

[ToXik-yogHurt]

Nah BT the first time we foned BT CS we got disconnected, they can blame it on a switchboard mix up and get out of it easily. Speaking of ntl they phoned me up yesterday and said 'We'd like to upgrade you to digital cable for free please' now that's customer service ;)

[-shiva-]

if you swear etc it would be a different matter, some companies may even bring civil charges against the customer.

You are having a laugh m8. That is tosh.

I have lost my rag with BT a couple of times,I'm not proud, but I had been ****ed around big time. I am still a BT customer (not thru choice, no alternatives). The idea that a company would lose an income over a few of their CS muppets getting offended is just ludicrous.

[Kali]

Originally posted by richardadc
You don't actually believe that do you? BT do not hang up on people, they continue the conversation no matter what they say. After that the recording of the call is sent to a superior, and if it is counted as offensive they can say bye bye to being a customer of BT.

Not true - I worked for BT in several differenmt departments, and although you're not supposed to hang up on a customer, there is nothing that prevents you from doing so.
Also, not all conversations are recorded - when I worked there they only monitered/recorded about 25%...and a random 25% at that.
Plus it's incredibly difficult, as a customer, to actually track down who you are speaking to, thus making a complaint against an individual operator almost impossible. Alot of operators will say their contract does not allow them to disclose their sirnames which is a lie - there is no such contract. It's just they fear you might make a complaint against them so they make it impossible to do so. There are so many call-centres that it makes it even harder to actually make a complaint against an individual.

Kali.

[len]

I think I'll second that.....

[Jestur.]

Toxic - on the subject of free upgrade to digital it aint all wondeful:

afaik digital has fewer useful free channels (ie not including itv2 and other repeat of repeat channels) u dont get VH1 (:() or bravo (not that i like bravo)

Find out more b4 just getting it, i plumped straight for digital and was quite gutted when vh1 wasn't free (better than mtv for us relatively oldies :))

Jestur

As for customer service i have found ntl individuals to be quite pleasant, although overall the companay can't tell the difference between its arse and elbow. Took 2 years to get cable installed (and yes it was already in the street)

[richardadc]

BT do record all calls on departments that deal with customers a lot especially telesales. The reason why BT may cancel a customers contract is because of the chance that the employee may sue BT. This is the official way, and i can't say what actually happens in the real world. And no i can't say how i know this!

[Ford Scrote]

fecking eejits.


FS

[]SEC[McCheung]

this was around OCT, talk about BT i was supose to be one of the first people to have BTOW(BTopenworld)in the first week and suprise, suprise, i still dont have it. Just because i had ISDN so i had to cancel which would cost me £400ish cos i had to pay of the rest of the year subscript and bt BTOW was going to pay me back for it, fair enough. Not, as BTOW said if the line fails the test then we dont pay your cancelation of ISDN, like WTF!!! so you want me to gamble with £400ish on a product that might not work? BTOW replyed yes, talk about a catch 22.

I got to the top dogs and gave my story, with a reply that she would sort it out and call me back the next couple of days and nothing was heard of till DEC. Them BTOW called me and said you have you on hold for BTOW and we cant just wait for you to give us a date as we have tomany people on our database, so we would like to cancel your order!!! Errm i think your mistaken because i;m waiting for you to give me a reply on if you will deinstall isdn and pay for it!!! oh we dont do that sir!!! i replyed it was in your website when i sighted up. Oh its not there now!!! man by this point if i wasn't crying i was laughing :D

well all i can say is thank fook for CABLE modem Blueyounder here i come 31st of Jan.

i'm going to go as far as cancel me isdn which will cost me £140 and my BT lines and change it all to cable!!!

People coming back to BT only fook aliens with glow fook fingers bagger that for a game of Counter Strike.

[Hungover]

Talking of BT Customer Services.....

You may have heard it before but check this wav file out.

****WARNING - CONTAINS STRONG LANGUAGE*****

As much as I hate BT, and the warning, the link cant really stay here, sorry - Reality

[Edited by Reality on 21-01-2001 at 12:14 AM]

[richardadc]

LOL. That call just backs up my claim!

[Hungover]

Sorry :cry: