Complaints, Compliments and general feedback

[BBx]

Originally Posted by TinkerBell

I don't see why they would go to the effort to just see if your story matches, why does that matter? They want details to fix the line which can't have been given in enough detail when you called.

Simple. Because most people cba to do it and are therefore saving BT hundreds/thousands of £s because of their own laziness and they have to check to see if I am not trying to scam them out of money.

BB x

[TinkerBell]

Will life would be so much easier if there was a system in place that would show BT where EVERY fault is and EXACTLY what the problem is for every phone line in the whole of the United Kingdom but considering how large the company is then it would be a very difficult thing to create.

Originally Posted by BBx

Simple. Because most people cba to do it and are therefore saving BT hundreds/thousands of £s because of their own laziness and they have to check to see if I am not trying to scam them out of money.

BB x

So basically you are one of them as well since you can't be bothered to as you call it "jump through hoops" to assist with getting the phone box fixed for other users. You are running a very impressive scam if you are only asking for £1.50!!

[BBx]

Nah, like I said in my first post I am jumping.

Just think that the fact that I have to write a letter with all these answers is a bit long winded... coupled with the fact that there is no phone number on the letter so I have no choice but to respond by mail is somewhat ironic!

BB x

[Will]

If long term it's something that can add benefit then it's a rather myopic view not to implement something. Surely if you know something is inefficient you improve it, no? Rather than sticking your holes in the pipes to stop it from leaking, you rip out the pipe and replace it with something that is fit for purpose. Surely fault finding processes should be a high priority item - a lot of other service industries have a established these items - heck, even courrier companies can trace a package that's been around the world - BT landlines don't move around nor do the cables.

Sure it costs money to implement, however, with some decent strategic planning and risk mitigation and cause and effect analyses long term over a chosen period of time the benefits will outweigh the costs.

It's something the UK is still way behind on - we're just too good at firefighting and "making do" rather than actually addressing the root cause of problems, we put containment actions in place and work around the issue until it becomes an embedded system rather than a temporary fix.

It's not endemic to just BT - but any company wanting to offer cutting edge performance seriously needs to review it's strategic and customer centric focus.

[TinkerBell]

It is a little easier to track an item that is moving as they only need to scan the item at various points whereas the cables for telephone lines have been in the ground for multiple years and therefore testing equipment to pinpoint faults would have to be fitted to every single line several times over the line. It would take a massive undertaking to achieve that.

BT are constantly doing more research in how to improve things, this may already be something they are working on. I am constantly being trained on different ways of doing things to better improve the system for the end users.
We don't just sit around doing nothing to improve things. To think otherwise is naive quite frankly.

In a perfect world there would never be any faults, all customers would be happy but that isn't very likely!

[TinkerBell]

Originally Posted by BBx

Nah, like I said in my first post I am jumping.

Just think that the fact that I have to write a letter with all these answers is a bit long winded... coupled with the fact that there is no phone number on the letter so I have no choice but to respond by mail is somewhat ironic!

BB x

Surely it will only take a few minutes to answer the four points they asked for if that! Hopefully you will get your money soon and the phonebox fixed

[Will]

When did I say you were sitting around doing nothing?

I'm talking at a strategic level here, not technician / middle management level. It's a bit like the NHS, bloated with bureaucracy and needless processes to make things happen. Again, as I said, this is not endemic purely to BT, but a lot of "old boy" companies that are very much set in their ways.

Going back to the point at hand however, no matter how readily you defend the company for which you work, which is admirable, the fact of the matter is; the laborious process through which a customer has to endure to receive a refund is ridiculous - the operator at the time had a massive opportunity to collate the info there and then for any technician or data/service analyst to be able to do record some useful MI. This should not be the responsibility of the customer over 2 weeks down the line.

A service based industry should do the work FOR the customer, not the other way round.

[Justsomebloke]

I rang a call center in Pakistan earlier & ended up Suicidal.


They asked me if I wanted a Free plane ticket ???

[BBx]

To Pakistan?

lol

BB x

[TinkerBell]

I gathered from what you said here that you were implying that BT as well as other companies just make do with what is there and not bother researching for improvements:-

Originally Posted by Will

If long term it's something that can add benefit then it's a rather myopic view not to implement something. Surely if you know something is inefficient you improve it, no? Rather than sticking your holes in the pipes to stop it from leaking, you rip out the pipe and replace it with something that is fit for purpose.

It's something the UK is still way behind on - we're just too good at firefighting and "making do" rather than actually addressing the root cause of problems, we put containment actions in place and work around the issue until it becomes an embedded system rather than a temporary fix.

It's not endemic to just BT - but any company wanting to offer cutting edge performance seriously needs to review it's strategic and customer centric focus.

Funnily enough when someone is derogative about the company I work for and calls them "nobs" when they are not aware of the process that is required to resolve the problem then I do tend to defend the company and inform the person why such processes are followed. Especially when I know that although the company isn't perfect (which would be nigh on impossible to achieve) that they are constantly trying to improve systems and processes for end users.