I was due to move over to BT broadband today together with a Youview box.
The order was placed of 15/03 and all correspondence stated that delivery of the equipment and activation would be on 25/03.
However, today the BT site woudn't let me track the order (even though it said 'in progress' so I phoned BT Customer Services only to be told that the order had been 'lost in the system' and a new order raised. So, I'm waiting in all day for something that's never going to be delivered
To cut a very long story short it gets worse.
The original order was 'lost in the system' so making the VOL012- reference number invalid.
A new order was raised for delivery on 27/03/2013 but when I checked this after I phoned CS yet again to get the new reference number I found that it showed that I was getting a BT Vision(refurbished) box and not the Youview Humax box that I ordered as shown on the original order.
So, yet another call to CS and after about 30 minutes on the phone the error was corrected, the second order number cancelled and a new VOL012- order raised.
I have now had THREE different VOL12- numbers. Where it gets really complicated is that the original oder placed on 15/03/2013 was placed through Quidco to take advantage of the £150 cashback offer which ended the next day.
There was also a BT offer of £100 Sainsurys gift voucher
Both of these now seem in jeopardy because the dates of the second two order numbers fall outside of the claim period.
This is through no fault of my own and the original order has not tracked on Quidco and is being investigated
I have kept copies of all mail and order /reference numbers received from BT
At the moment it seems that the Home Hub will be delivered 27/03 and the Youview box 28/03.
This has been achieved after SIX telephone calls today and could have been avoided if staff at BT had taken more care and kept me informed of what was going on.
I have every intention of ensuring that I am paid the cashback offered and receiving the Sainsburys voucher - after all the original order was made within the claims period and I cannot be responsible for the mistakes of others.
I have sent an email to BT Customer Complaints in the hope that they can sort this mess out
Edited by seb (Tue 26-Mar-13 03:15:21)