tag:blogger.com,1999:blog-3993498847203183398.post4158584102859094543..comments2024-03-28T09:19:27.451+00:00Comments on RevK<sup>®</sup>'s ramblings: Incorrect weatherRevKhttp://www.blogger.com/profile/12369263214193333422noreply@blogger.comBlogger4125tag:blogger.com,1999:blog-3993498847203183398.post-75103890268486410662014-01-08T13:18:06.887+00:002014-01-08T13:18:06.887+00:00Short of liability for tort, or criminal damage, e...Short of liability for tort, or criminal damage, etc, our customers would not get anywhere dealing directly with BT. That is why we have a Shaun :-)RevKhttps://www.blogger.com/profile/12369263214193333422noreply@blogger.comtag:blogger.com,1999:blog-3993498847203183398.post-28542438220137007692014-01-08T13:12:03.626+00:002014-01-08T13:12:03.626+00:00When I used to work for BT they had a phone number...When I used to work for BT they had a phone number employees could call that was basically a "You're causing me personal embarrassment by giving shit service to someone I know" hotline. So you call the number and they put someone good on the case and it all gets sorted out. <br /><br />I have more sympathy for them than most people because they have so many customers, products and legacy back-end systems that even with everyone trying their absolute hardest (which they're not necessarily), there was a certain floor of customer dissatisfaction that was very hard to break through. <br /><br />The BT equivalent of Shaun, the team that unravelled the biggest fuckups, had decades of experience and reported directly to the group CEO. They can't afford to fill every call centre and engineering depot with people of that calibre - fortunately for A&A's business model.<br /><br />What are the official Wholesale / Openreach escalation processes like? Is your customer allowed to have a whinge to BT directly or does it have to be channelled through you?Gavin Whttps://www.blogger.com/profile/11021101258601939374noreply@blogger.comtag:blogger.com,1999:blog-3993498847203183398.post-30775753456025994372014-01-08T11:09:35.293+00:002014-01-08T11:09:35.293+00:00I once asked one company for "an appointment ...I once asked one company for "an appointment that will be kept", after they kept failing to turn up. I later had to ask the same company to tell me when to call for the best chance of getting an appointment for another matter - and even when I did, I got the "no availability" excuse - but I countered "You've been open only five minutes. Surely nobody has snapped up all the availability for Monday (6 days later) already." - at that they actually bothered to look and were able to send someone out - someone who agreed with me that they could just have sent equipment instead. In the end I fell out with that company after they proved unable to repair or comparably replace an item I was renting from them. They later took several months to collect it and threatened to take action over unpaid rental. I told them I'd be charging them storage if they did.Phil Reynoldshttps://www.blogger.com/profile/07080812032624786351noreply@blogger.comtag:blogger.com,1999:blog-3993498847203183398.post-1792681927063707392014-01-07T21:26:17.458+00:002014-01-07T21:26:17.458+00:00Probably the storms elsewhere, the damage from whi...Probably the storms elsewhere, the damage from which the engineer was diverted to instead of keeping the appointment with the customer.grahammmhttps://www.blogger.com/profile/04109132566499338078noreply@blogger.com