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Have you ever tried switching your BT broadband when you move house? I have. It took 27 phone calls across a number of days. I had to speak to numerous people in an offshore call centre in India. If you can imagine yourself feeling as angry and frustrated as you can humanly possibly feel then multiply that by a thousand and you have some idea how bad it got. It got to the point to where I was in tears on the phone. In the end, the service was so bad it was actually affecting my health so I cancelled my broadband with them thus starting another nightmare of pure hell. I know I’m not alone. When I was in a pub in Edinburgh recently I overheard a woman at a table near me describing what an excruciating ordeal she had had with BT’s so-called customer services.
At this point in time, I use BT just for my line rental. Even this they manage to mess up. For months and months on end, they send me a letter saying “you are £5 in credit, but don’t worry you don’t have to do anything we’ll just carry it over.” This letter never ends. It is on an eternal loop that will outlast heaven and hell. When the world ends, all that will be left is ash, dust, Cockroaches and the latest monthly mailing of this letter. In the end, I got sick of this letter and rang up BT customer services. Cue another excruciating ordeal where I was transferred from pillar to post. I found myself out of control screaming down the phone at the emotionless call centre guy in Bangalore. He kept referring to us as “Ma’am” or “Sir” no matter awful things got on the 3 hour phone call. If you’ve ever watched Fonejacker then it is EXACTLY like that. They literally took me to my mental breaking point. In the end, apparently this £5 is going to be credited to my bank account. That was 2 months ago. Still hasn’t happened.
A few days ago I got my latest line rental bill from BT. They had put the prices up for some inexplicable reason. I defy the greatest minds in the World to work out the sheet of paper in the bill entitled “how we worked out your charges”. Einstein himself would not be able to do it. There are dozens of numerical amounts plus’d and minus’d to your bill for all manner of incomprehensible reasons. I have no idea why they have altered my bill and I do not have the physical and mental strength to speak to their customer services again.
One day when I have at least 2 or 3 days clear in my diary, I will buy a one litre bottle of Vodka, call BT Customer Service and cancel my line rental with them. It will be a glorious day when I am completely BT Free! The sun will shine and the birds will sing. I don’t care how much more the competition charges. If they have a half competent customer service team it will be worth the money five times over.
BT clearly do not care about the service they provide. They are just some big faceless corporation who are only concerned about contracting the cheapest possible call centre overseas. If they lose customers due to the shockingly bad customer service, they probably say oh well it’s just the cost of doing business. The money we save by outsourcing is more than the money we lose from customers getting bad service.
Oh, one final thing. I almost forgot. The lovely people in the BT Call Centres love to say they are transferring you to a colleague and then they deliberately hang up on you. You then have to go through all the automated options again which takes forever and then explain the whole thing again to someone new. It’s their standard procedure for dealing with a mildly difficult call.