OK - so I manage an Outdoor Education Centre in Argyll - we rely heavily on the Internet to communicate with our customers, and this is the most busy time of year for us. We're a charity - we make real differences to children's lives and I have spent the last four working days being pushed from one person to another within BT trying to resolve a fault. I would rather have spent four days ensuring we deliver a high quality, meaningful experience to our customers.
BT engineers were replacing a main cable over the weekend, and disconnected our Internet LIne (we have a dedicated phone line for Broadband) at approx 1200 on Monday. I logged the fault a few hours later, and was assured someone would appear next day to fix it.
I have spoken to BT staff in Thurso, Glasgow, Belfast, Blackburn, India, India, Leeds, Plymouth and Manchester. All of whom could not resolve the issue, tell me whether the job had been tasked to an engineer or even when they would arrive. Eventually an engineer reconnected us on Wed at 1645. All today I have had 0.3 Mbps signal, and have spent another frustrating day shuttling between BT and PLusnet (our ISP) until finally at about 1600 we got our normal 7 Mbps signal.
As a organisation- we pride ourselves on good customer care, putting them first. My human reaction is to rant and swear about BT, but if I can turn this into a positive, then all the better.
I would love to hear from a BT Customer Care person - and feedback to them how BT got it wrong on so many occasions in the way they dealt with me and my centre. Hopefully someone will read this, and I would love a conversation.
I can be messaged through this forum
I await a reply.......