Letter To BT

[bonj2]

No, really, wrong. You have no idea about who it was, how I found their contact details, what the nature of the complaint was, how it was resolved, or anything else.

Ah, so you've got a "man on the inside", with specific personal contact details that the public wouldn't normally know. Well that's a different matter entirely.

 

[Flying_Monkey]

It is a bit misleading to claim that 'Openreach' are different from 'BT'. Have a look who owns them - this is basically a brand, a label of convenience. Openreach is a BT company.

 

[Cab]

Ah, so you've got a "man on the inside", with specific personal contact details that the public wouldn't normally know. Well that's a different matter entirely.

No, through creative searching and cunningly ignoring the complaints procedure that flat out didn't work, I found a way through to someone in actual authority as opposed to someone who just thinks that they are (happens a lot when everyone gets the title 'manager'). Took some doing, but it was worthwhile. And as a member of the public, its a valid way of dealing with any company whose standard procedures exist just to fob you off.

 

[Mr Pig]

I'm a minor celebrity!?

Yes. Like a background dancer in a Smurf's video.

 

[Coco]

It is a bit misleading to claim that 'Openreach' are different from 'BT'. Have a look who owns them - this is basically a brand, a label of convenience. Openreach is a BT company.

Still a BT company, but operated as a separate entity. BT have no more influence over Openreach as do any other Telecom provider. That's the only reason they are still part of BT. And they do go to extraordinary lengths to treat it as a separate company.

 

[Speck]

Has the bloody pole toppled over yet?

 

[Mr Pig]

Has the bloody pole toppled over yet?

No, but I've had no response from BT either...

 

[snorri]

. And they do go to extraordinary lengths to treat it as a separate company.

The fact my phonebill carries the BT logo, is plastered with numerous references to BT, and the name Openreach does not appear anywhere on the bill, suggests to me BT has the responsibility and should be responding to Mr Pig.
sgd
snorri
(ex BT employee)
It was never like this in my day

 

[Tim Bennet.]

The fact my phonebill carries the BT logo, is plastered with numerous references to BT, and the name Openreach does not appear anywhere on the bill

Of course it doesn't have Openreach on it; they are not your phone service provider.

The only customers that Openreach have are all the service providers - not the general public at all. They just ask to be contacted if anyone should see a problem with their infrastructure - like a pole falling over.

The ownership of Openreach is imaterial. OFCOM would jump all over them if there were any operational links.

 

[classic33]

Can only find two addresses for BT Openreach.
One appears to be a PO Box address in Manchester, the second is in Glasgow.

To draw on what Bonj & others have said. If you aim for the parent company then it tends to get passed back down, to the relevant section of the company involved. Dixons, now DSG used to have a mobile phone shop within the chain. Problems with that part of the company, which they didn't want to deal with lead to me getting in touch with the V.P. & P. of the phone company.
They got a response for me.

Just one question. IF
BT Openreach isn't part of BT, why are their vehicles managed by BT Fleet Investments?

 

[Mr Pig]

If you aim for the parent company then it tends to get passed back down, to the relevant section of the company involved.

Or maybe not.

 

[classic33]

It'll have gone massively downhill since it got took over by Crapita.
Fortunately I left just before that, in 2002.
But if you'd have got a letter through to me then you would have got good customer service. If you'd have written a good letter, and explained your case correctly, and had actually bothered to write properly, then you would have got what you deserved.
But, and I'm not saying this is the case with you, but the problem a lot of the time is that people's definition of 'customer service' is 'getting what I want'.
For instance one of the most popular thing I had to deal with is people wanting a refund for their coverplan (after sales warranty). A lot had a genuine story about how they'd no longer got the item and could they please have a pro-rata refund. Yes, no problem.
But a lot would get on the high horse from the word go, were 6 months in, and would launch into an epic diatribe about how they were 'mis-sold' it and wanted a full refund of everything they'd paid for it from day 1. No, sorry. They got politely told to bugger off.
I did also have sympathy with any tales of being messed around by engineers and would be fairly trigger-happy on the '£20 gesture of goodwill' button, and I would also be fairly good at spotting cases where somebody had something that had had to be repaired multiple times and would normally be fairly trigger-happy on the 'refund/replacement' button.

Washing machine bought from Currys(part of DSG), started smoking when it was two days old. Fobbed of by the shop, customer services & the peope who operated the coverplan, who paid the engineers who fix items covered, on behalf of DSG. 6 months old & the coverplan no longer covered it & DSG refused to relace it. No sign of any goodwill. let alone £20 gestures.

What I wanted was simply what had been paid for. DSG were not willing to meet that rquirement. To begin with.

Took it a bit higher by contacting the chairman at his home address. Two weeks later brand new machine delivered. I even got to chose which one.

Mr P
Maybe not but when did you last hear of a company passing a letter onto their parent company. ie, up the ladder?

Have you thought about contacting Network Rail to report the problem, if its near a railway line.

 

[Mr Pig]

Sending this to Ofcom today with a copy of original letter.


Dear Sir or Madam,

I am writing to complain about difficulty in contacting BT.

The attached letter, which has received no response other than confirmation that it was received, covers the details.

Surely it would not be unreasonable to stipulate that a public services company has to have a human being answer the telephone within a certain length of time? These computerised telephone answering systems are a scourge, or rather they can be. Whilst no doubt useful in some instances it seems to me that many companies use them as a cheap and easy way to avoid having to deal with their customers. In the case of BT both their telephone lines and web sites are clearly designed to make it difficult to find the correct avenue for complaints. The strategy seems to be one of sending you round in circles in the hope that you’ll give up and leave them alone.

Thank you for taking the time to consider this complaint.

Yours sincerely,
Mr Pig

 

[02GF74]

rope and land rover and ppull it down away from your property, then phone them tat you line doesn't work and you are mystified why,