Complaints, Compliments and general feedback

[Will]

You should strive for perfection....

I'm sure they are - however, as stated, it was a fair rant to have, since it does seem frustratingly difficult from the customer's point of view to get something simple done, irrespective of what processes the company have to follow, what the customer sees is key.

[Kitten]

I guess if BT are so good at avoiding refunds by putting people off and that the phone boxes are going to be almost if not entirely obsolete soon, then any outlay on fixing the system is going to cost more than it will bring in... It's probably been considered and dismissed as not worth it. An almost obsolete system that costs very little in compensation, why bother changing it?

However, the questions!?

I have since had a letter asking for:

1) The number of the telephone kiosk from where the call was made.

Really annoying ... who the hell writes down the number of the phone box?

2) The telephone number you were calling or the type of call you were making.

Easier, but you might not have it, especially if it was an emergency

3) The coins which were inserted into the box.

Why does this matter? In case the person put the wrong type of coins in? Like a £2 or something I guess.

4) Any message which showed on the phone or a brief description of what happened when the money was lost.

I told you, I put my money in, dialled the number, it swallowed the money.

I'd think it was standard to log the call at the point of origin, then the person inconvenienced is asked just the once, then preferably connected to whoever they are trying to get, free of charge for say 60 seconds or something. That's what we used to do when I worked there, get the name, get the details, log them, pass them onto the operator to connect.

To be fair, it's the same with Royal Mail. Remember the parcels that got lost between house/depot? I'm not allowed to claim because I don't have the postal details. How the hell do I know what it was if I didn't send it? Ridiculous.

Tink, it's admirable you are sticking up for your company, too many people don't give a sh*t these days

[TinkerBell]

That is your opinion Will.

In my opinion it isn't really. It is quite obvious why that process needs to be followed, no company is perfect and therefore things aren't as easy as they should be but it is only £1.50 and in my opinion it isn't much to ask for more detail as it will only take a minute to answer those four points and will help other end users.

Everyone sees things differently.

[BBx]

Originally Posted by Kitten

I'd think it was standard to log the call at the point of origin, then the person inconvenienced is asked just the once, then preferably connected to whoever they are trying to get, free of charge for say 60 seconds or something. That's what we used to do when I worked there, get the name, get the details, log them, pass them onto the operator to connect.

Good post Kitten!

This is what I put in my original email.... surely they could look me up on the database, see that I was a BT customer and put me through to a landline FOC.

BB x

[Will]

Originally Posted by TinkerBell

That is your opinion Will.

In my opinion it isn't really. It is quite obvious why that process needs to be followed, no company is perfect and therefore things aren't as easy as they should be but it is only £1.50 and in my opinion it isn't much to ask for more detail as it will only take a minute to answer those four points and will help other end users.

Everyone sees things differently.

I see it as Ã* management consultant process efficiency expert and customer experience perspective. Conversely I'd use your argument of only £1.50 back to BT's side, what's 1.50 tO a company like that?

There's a lot wrong with the process as kitten and BBx have pointed out already from a customer perspective. You work for a service industry bear that in mind.

[TinkerBell]

We both have different opinions on the situation, don't tell me to bear it in mind that I work for a service industry. I provide a service everyday I come to work. I have never had a job of mine have a problem with it afterwards. I have had multiple end users thank me for the quality jobs I have done for end users. Just because I don't have the same opinion as you I am the one who has to think about the process's used?!?! I am not the one who decides what happens in the company, I have already agreed that not everything is perfect, what more am I supposed to do other than agree with your opinion?!

[Will]

No. I don't expect you to agree with me. Just take my points into cOnsideration and not be so blinkered or to use your word "naive". there's a bigger picture that's all I'm saying.

[TinkerBell]

I have already said multiple times that things aren't perfect, I can see it from both sides this is why my opinion is as it is because it isn't blinkered. I can use whatever words I see fit as it is MY OPINION.

[Will]

Then why post as if it's fact?!

Anyway, I cannot fault your pride - it's fantastic to see someone who is so passionate about the company for which they work, it's absolutely laudable, commendable and heartening to see. I mean it, I really do.

[Tiggy]

Originally Posted by BBx

Ridiculous!

Thing is they know which phone it is because I called 100 to report the fault :/

They are just checking my statements line up

BB x

They could've just asked you for the address of the phonebox. The 100 operator should've asked you you for the address which would've been printed on the info board in there. If nothing else they should've asked you to give them the postcode on the board.

Or they could've asked you what business it was closest to or road it was on.

With any or all of those details they could've passed your details and the phonebox details on to the appropriate department.

Classic case of someone trained and working in customer services not doing the simple things they should do.

I'd be really miffed if it was 60p that had been swallowed let alone £1.50!