The actual conversation was:-
Adrian Kennard (12:00:40):
OK, can you confirm - even though this is 7 hour fix, BT plc have no controls in place to ensure you meet that 7 hour fix - is that the case?
Kumar Gundecha Sheetal (12:01:24):
Yes that in case when we are depended on OR for appointment
This seems to me to be a clear statement that BT do not have the necessary controls in place to actually meet the 7 hour fix targets they SELL to us. To me that appears to be a simple matter of criminal fraud to sell such a service.
We'll be taking this up with our account manager.
Update: After several staff (including myself) spending hours on echat and 4 attempts to book appointments, and involving senior people in BT, we finally get an engineer with minutes to spare. He has now left site with the line not working at all (rather than just ill) and hence has missed the 7 hour fix. What a surprise. This was a BT confirmed line fault so should have been "fire and forget" for us, not something using many man hours.
Update: Some people asked why I consider it fraud. If I offered to fix all faults within 5 minutes for only an extra £100 a month - would that be fraud, as I know I will almost never meet that target, even if I have a £5 SLG for not meeting it. Clearly selling a guarantee you quite simply have no intention (or means) to meet has to be fraud - it is a lie to extract money from us.
Update: They finally fixed it, late. But the notes suggest there are serious issues. Someone from BT said that as the engineer was working no it that they would "sleep" the fault until 8am tomorrow!
Update: More fraud? BT diagnosed this as faulty in the first place (i.e. not "right" when they tested) and have confirmed an "E-side change" to fix, but have had the cheek to clear this as a "Right When Tested" clear code meaning they will charge us for the engineer visit. That is a total lie and clear to me that it is a deliberate lie to get money from us, i.e. criminal fraud. How much of this do we have to take before just reporting to the police?
Update: I sent the fault back saying they need to correct the clear code, and they said to book an engineer. Seems excessive just to fix a clear code, but as they asked I have booked one. What a waste of (their) money?!
Update: BT actually stated in an email "please cancel the appointment as we never requested this action" which is clearly a lie as BT send a message "Please book an appointment with your End User."