I am from Bt Technical Helpdesk From India…

I check your comments Quite Frequently

and i think Most of you People don’t like when your call Lands in India But trust me we people also try to help you people as much as we can.

And Some times Customers Do n’t Know whats there LAndline Number, Which Router are they using etc.

Some times they are not Ready to Troubleshoot and they think we can do anything and everything for them with out even knowing the Basic things Like the Operating System.

I have now spent the best part of a month making calls to the HD in India to try to get them to fix the problem, which I know is something to do with the line. Every time I make a call I go through the same ritual whereby I describe the problem to them and am then given the same resolution steps which involves unplugging and plugging the Home Hub into my PC, turning the power on and off, installing and then delete software etc etc. So far they have sent me three Home Hubs having in their wisdom decided that the fault lies with the equipment not the line. Finally having spoken to the sales desk and attempted to cancel BT altogether and move to another supplier(which sadly I cannot do due to fact I have signed up for the non-working Home Hub for a year!), I was put through to someone in Newcastle who diagnosed the problem within 10 minutes as being a line fault (something I have been trying to explain to the Indian Help Desk over and over again.

I am now waiting for an engineer to call me within the next 48 hours to come round an fix the problem (I am not holding my bretah)

A little advice to BT before most of your customer base looks for alternatives.

1. Invest in a CRM system and train your staff in India on how to use it. Then they will not ask the same dumb questions every time a customer rings up to check on the status of their case.

2. TRAIN your staff in India to the level of the support desk in Newcastle. It is not sufficient to have some untrained person reading instructions from a manual. We (the users) can do that (probably better than the average Call Centre employee). We want people who know how to diagnose and fix problems.

3. Be very wary that your brand name is being gradually destroyed by your appalling customer service. There are alternatives out there and people will switch

On to phone call 2 - another person so I explained I had been speaking to someone before and what they had told me to do. It seems none of the technical support can actually read your record or history as she asked me all the same questions although a little infurating I continued with the yes I have done that etc. She said i will do a line test - Yippee as I thought this wil sort the problem out as I had guessed it must be that BT just hadnt activated although sending an email to say it had. So she returned after 10 mins of keeping me on hold and said your line is fine it was activated so it must be your wiring and you will have to get an electician out - WHAT

Unwilling to phone an electrician because I still believed that it was the line unactivated that was the problem so I phoned the next day and spoke to someone else explained the problem and went through all the relentless questions once more with another line test, this kept going for the next few days with some saying there was a problem others saying there wasn’t some saying they would phone back.

A week had past and I was nearing my own nervous breakdown so thought you know I will just pay for an election as I had been told no BT engineer would come to my address as there is no fault !!! So I spoke to a very honest electrician who advised that this was down to BT and he would not come out to charge me money knowing there is nothing he could do.

Although he was honest were was I to go know, right I will try BT Sales desk, after listening to the automated service I was put through to someone who listened to what I had to say and then said sorry you have this experience I will put you through to the right person - who was it? yes he had connected me back to india!!!!! So I went through all the annoying questions and I was getting very angry by this stage again line test nothing wrong and told to get an electrician - I explained he would not come out and that they need to send an BT engineer - someone will call tomorrow. Tomorrow came and went and no phone call.

So many tears and screaming later I decided if no one would speak to me I would email both to the technical desk and the complaints department. Within 1 hour I had received an email back asking me to check all the checks I had done before so an email back advising them I had done so. another 2 hours later I was told they would ring tomorrow - which they did they then advised they would do a line test which would take 48 hours (I did ask how when all the previous people I spoke to tested the line in 10 mins and advised that the line was fine - he advised they obviosly hadnt tested the line. The next phone call advised there was something wrong with the line and it was being passed on to another department and phone the following day,

Next day another department phoned asked all the same questions and then said someone will call tomorrow. This continued for the next few days with various people ringing me asking the same questions (I was starting to get a little parniod at this point thinking they were just trying to wind me up).

I was so annoyed I decided to go to my local supermarket and get a bottle or wine and chocolate to cheer myself up. On my return there was a BT van outside my house - was this for me should I go and ask him as I got out of my car he drove off. I got inside and thought I wil just check on the off chance if it is now going online.

SURPRISE it was - I have never heard from the technical team advising what was wrong and I have never received a response from my letter of commplaint. What a pile of rubbish. I am now looking into a different internet provider.

The people in Newcastle are great the centre in India is useless absolutely pitiful

I’m from BT and we are very sorry to hear about the problems you have experienced. Would you mind dropping me an email please, so that we can investigate further.

Regards

BTC

Given that a line check can be initiated from the support desk, why do they spend so much time avoiding it? And why does my line always stop working when it rains?