tag:blogger.com,1999:blog-3993498847203183398.post3455567956097883890..comments2024-03-28T09:19:27.451+00:00Comments on RevK<sup>®</sup>'s ramblings: Banging head against wall (BT)RevKhttp://www.blogger.com/profile/12369263214193333422noreply@blogger.comBlogger6125tag:blogger.com,1999:blog-3993498847203183398.post-87683207460545126632015-03-06T20:47:55.616+00:002015-03-06T20:47:55.616+00:00Isn't this the sort of thing an account manage...Isn't this the sort of thing an account manager should be helping you deal with? Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-3993498847203183398.post-83009836978162003792015-03-06T11:04:43.863+00:002015-03-06T11:04:43.863+00:00Careful - I can imagine if they put "Fault no...Careful - I can imagine if they put "Fault not in customers equipment" or similar then BT will just miss the not when skimming the notes...Alexhttps://www.blogger.com/profile/13535977952530779134noreply@blogger.comtag:blogger.com,1999:blog-3993498847203183398.post-64548039636951644242015-03-06T11:01:51.108+00:002015-03-06T11:01:51.108+00:00This sounds very much like people scan-reading ema...This sounds very much like people scan-reading emails rather than reading them properly.<br /><br />"On arrival I was met by Adam who represented the service provider as this issue has been on going. I was told we have dial tone. I couldnt perform a Pq as there was no earth. I also had sync on my tester, but Adam could nt see the sync on his laptop."<br /><br />If you ignore the rest of the notes then this does make it look like a customer equipment issue - sync on BT's tester but not on the customer's equipment, clearly the customer's equipment is at fault. So that's what's happened, the person reviewing the notes has read the first few sentences and made a decision rather than reading the entire note. How about asking them "please can you highlight the section(s) of the engineer notes that you believe indicate that this is not a BT problem"?<br /><br />This seems depressingly common - when I send a problem report or a change request WRT some network service to a third party, a good proportion of them end up with a response where the third party has clearly read the first few words and then just made up the rest of the request in their own head. My standard response is "This does not answer the question I asked. Will you please go back and read the entire request I originally sent instead of reading the first few words and making up your own".<br /><br />Maybe you need to start billing them for "engineer time spent resolving billing disputes" which you could then claim against any disputes that the courts uphold in your favour.Steve Hillhttps://www.blogger.com/profile/09798286430189689578noreply@blogger.comtag:blogger.com,1999:blog-3993498847203183398.post-34518676380368219832015-03-06T10:41:02.776+00:002015-03-06T10:41:02.776+00:00I feel your pain, all it would take is to just rea...I feel your pain, all it would take is to just read the notes properly to realise that the engineer found a fault and fixed it!<br />Maybe we need to be more careful when we have engineers out also - ask them to clearly record in their notes that they found a fault within BT's network and fixed it, and that the customers equipment was not at fault...Alexis Threlfallhttps://www.blogger.com/profile/11792447399167532389noreply@blogger.comtag:blogger.com,1999:blog-3993498847203183398.post-68156122433699071322015-03-06T07:40:01.099+00:002015-03-06T07:40:01.099+00:00I don't know how you cope with such idiocy on ...I don't know how you cope with such idiocy on a daily basis. I'd like to think court would knock some sense into them...and in the real world :-) Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-3993498847203183398.post-21229460773591995052015-03-05T20:58:23.798+00:002015-03-05T20:58:23.798+00:00And in the meantime your credit rating is being tr...And in the meantime your credit rating is being trashed as they're reporting the disputed invoices as overdue to the credit reference agencies (it happened to us)!Kevinhttps://www.blogger.com/profile/15201880320983259910noreply@blogger.com