got to give it to bt.....

...a week or so ago i complained to a manager about my speed issues, was promised a callback, which to be honest after 5 days i didnt think this would happen, but i was surprised when on tuesday night, i got a call from the high level eseclations department of BT. The woman was from India, and her english was very good. Anyway at that time i couldnt talk, as i was out, so she arranged to call me back, which she did, the next morning, but i missed the call, so she called me back again, and i was playing football, so she called me again this morning, and i was at work, so she called me again tonight, now just that level of service in my opinion was VERY good, right from the start her words were 'this has been assigned to me, and im going to get this sorted out for you' which again made me feel as though i might be getting somewhere.

Anyway the call tonight, she knew exactly what she was doing, she even used some programm to control my pc, like real vnc, and went over all the settings, in the end she said that my download speed of 2mb was perfectly fine for my connection speed (6mbps - does that seem right to anyone) and ordered me a new BY Home Hub as my old Hub seemed to be faulty, (as it kept dropping the wireless connection) she is going to give me a call next week, and for once, i know this will happen!

Id have to say, thanks BT for your help, and id have to say, to that one girl, in a place i hate calling, thanks, makes it all worth while in the end

If you have Broadband Desktop Help installed, support can use this to connect to your PC like VNC
Some of the files for the software get flagged as keylogging software / spyware by some anti-virus software

That's exactly like all my support calls were like with them. They were persistant and I've never waited more than 2 minutes on-hold music They understood the problems each time and got them all sorted.

I particularly like your case where she was very persistant and wanted to make sure your request was dealt with. And saying 'this has been assigned to me, and im going to get this sorted out for you' really does help take the weight off your shoulders and shows that they're determined to fix it.

I have never had any issues from them like others have on these boards, but I've always seen that each time they talked with me, they genuinely wanted to help me as best they could with what they've been given. Otherwise they simply put me on hold for a minute and contacted their other departments for me to find the best way to deal with my request.

I had major problems and i was getting the run around with bt tech support failed call backs and excuses, i went through to complaints then i was told to phone and talk to a supervisor which i did... I got a ref number finally and then went through bt support newsgroup and contacted a support bod who later called me back.

Customer service has really gone down hill since the removal of the feedback post on this forum, which i thought was a disgusting move by bt

Feedback form is exactly that. They used the form, got the feedback required, and they have now changed the checker result on the website, and also FAQ on it.

Hardly a disgusting move.

Delta is it me or is everything you say constantly sticking up for bt? and yes it is a disgusting move it was a lifeline for many customers on bt on this forum

I think it's what they don't have direct access to which is making the complaints - such as not having access to the physical network here.

It's not a "disgusting move". A feedback form would never last, it's temporary and they used it. From what I've experienced, phone support has always been polite, they always have done their best to fix the problem, they do ring back and know what they're talking about. They've always been recording my calls because one tech person can always relate my new call to a call I made earlier.

Edited by Ballistics (Fri 21-Jul-06 12:49:07)

Lucky you

No however every post, there are many, that you do are regarding the same thing, I answered your question about the feedback form.

Have to agree with BLOODUK. The customer service provided by BT for both retail and business is probably up there with Orange as being the worst company ive dealt with. The feedback form for alot of BT customers was practically the only way to get any kind of adequate response from BT, which is now gone. As I dont consider BTs usual way of contacting technical support to be of any quality what so ever, I also find it disgusting that now the forms gone I have no way of getting geniune help for a service I pay for.