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[ BT ] 3 x Missed appointments and £195 Loss of earnings
That title pretty much sums up the trouble i went through and still am encountering. I dont know where i stand with this but i lost alot of wages, alot of time and it is causing me alot of stress. Luckily my boss is a kind fellow and allowed me to take the three days off as holiday ( basic hours ), but it has messed my budget up this month as i lost out on £40 overtime i usually get.
Heres the long winded version of events for anyone who wants to know the procedures i and the callcenter chaps followed.
I have had ongoing issues with BT for just over a month, I contacted them on the 8th of april to order their BT Broadband and Calls (40gig usage) and, with me paying them a £50 deposit and signing my soul away to an 18 month contact, They arranged to install my broadband. Although i was scheduled for the morning on 11th of april, they missed the appointment for which i had to take a day off work. I tend to work 9 to 10 hours a day as my hours are very flexible, so i called Bt the following day, explained the situaton and arranged another appointment.
Now i dont know if anyone has tried to explain a fairly complex situation to BT's india based customer service dept, but i assure you it is a Nightmare and it took me 3 or 4 phone calls to even confirm my name and details. I then had to contact the sales department to speak to someone english who managed to organise another engineer and offered me a 1 month goodwill gesture ( +£28 when it cost me £40.39 after paying national insurance and Income tax on a days wage ). She then asked me to confirm that my address was correct, because the engineer appeared to go to the wrong house.
I told her my address ( 1 N**** H**** Cottage and the rest of it ) and she confirmed that to be correct. The time came around for my second appointment 20th april ( Another expensive day off ) and again the engineer was a no show. Pursuing the matter further created the same problems as stated above, they failed to find me by my details and when i did get through, after explaining that i thought they were going to the wrong address she asked me for my address and again it was confirmed to be correct.
You know whats next ...:faint:
The next appointment was a saturday so im not too worried about expense as i inccured none.
I called them again the following day regarding the third missed appointment. Again they tried to rearrange an appointment and confirmed my address ( most likely to be incorrect again ) but i wasnt having it and asked them to let me speak their manager. They went through the same process and i went to take the friday off work again.
This time however i decided to confirm my address with them on the thursday Afternoon. It took me an hour ringing inda from a phonebox, eventually resorting to the sales line and through their supervisors instead. The supervisor told me he would call me back, and he did. He told me he was going to pass my details on as he couldnt help much more and that it was being dealt with as a matter of urgency as i had an appointment the next day.
I was called early evening by a customer services manager who told me she had been tasked with sorting the issue out. I questioned her about the three days i had off work and she explained the compensation procedure which i then asked her about my rights as a consumer and that if i were to have my line installed, i am then entering the 18 month contract, giving me less than 14 days to contact them and agree to a suitable ammount of compensation, as i knew if i declined and the fourteen days ended i would have to pay cancellation fees. Finally after just under a month an engineer came to my house, installed my line
I was almost online! If it wasnt for the fact i still hadn't recieved my equipment yet
Lucky i live in a village so the local post office told me that an old gentleman had recieved a package in my name so i went and collected it personally and appologised on BT's behalf for waking him up three mornings over the month !
I would really appreciate some assistance on this one as i they made three mistakes that cost me almost a weeks wages. I am 20 and have little more than basic consumer rights knowledge.
[ BT ] 3 x Missed appointments and £195 Loss of earnings
That title pretty much sums up the trouble i went through and still am encountering. I dont know where i stand with this but i lost alot of wages, alot of time and it is causing me alot of stress. Luckily my boss is a kind fellow and allowed me to take the three days off as holiday ( basic hours ), but it has messed my budget up this month as i lost out on £40 overtime i usually get.
Heres the long winded version of events for anyone who wants to know the procedures i and the callcenter chaps followed.
I have had ongoing issues with BT for just over a month, I contacted them on the 8th of april to order their BT Broadband and Calls (40gig usage) and, with me paying them a £50 deposit and signing my soul away to an 18 month contact, They arranged to install my broadband. Although i was scheduled for the morning on 11th of april, they missed the appointment for which i had to take a day off work. I tend to work 9 to 10 hours a day as my hours are very flexible, so i called Bt the following day, explained the situaton and arranged another appointment.
Now i dont know if anyone has tried to explain a fairly complex situation to BT's india based customer service dept, but i assure you it is a Nightmare and it took me 3 or 4 phone calls to even confirm my name and details. I then had to contact the sales department to speak to someone english who managed to organise another engineer and offered me a 1 month goodwill gesture ( +£28 when it cost me £40.39 after paying national insurance and Income tax on a days wage ). She then asked me to confirm that my address was correct, because the engineer appeared to go to the wrong house.
I told her my address ( 1 N**** H**** Cottage and the rest of it ) and she confirmed that to be correct. The time came around for my second appointment 20th april ( Another expensive day off ) and again the engineer was a no show. Pursuing the matter further created the same problems as stated above, they failed to find me by my details and when i did get through, after explaining that i thought they were going to the wrong address she asked me for my address and again it was confirmed to be correct.
You know whats next ...:faint:
The next appointment was a saturday so im not too worried about expense as i inccured none.
I called them again the following day regarding the third missed appointment. Again they tried to rearrange an appointment and confirmed my address ( most likely to be incorrect again ) but i wasnt having it and asked them to let me speak their manager. They went through the same process and i went to take the friday off work again.
This time however i decided to confirm my address with them on the thursday Afternoon. It took me an hour ringing inda from a phonebox, eventually resorting to the sales line and through their supervisors instead. The supervisor told me he would call me back, and he did. He told me he was going to pass my details on as he couldnt help much more and that it was being dealt with as a matter of urgency as i had an appointment the next day.
I was called early evening by a customer services manager who told me she had been tasked with sorting the issue out. I questioned her about the three days i had off work and she explained the compensation procedure which i then asked her about my rights as a consumer and that if i were to have my line installed, i am then entering the 18 month contract, giving me less than 14 days to contact them and agree to a suitable ammount of compensation, as i knew if i declined and the fourteen days ended i would have to pay cancellation fees. Finally after just under a month an engineer came to my house, installed my line
I was almost online! If it wasnt for the fact i still hadn't recieved my equipment yet
Lucky i live in a village so the local post office told me that an old gentleman had recieved a package in my name so i went and collected it personally and appologised on BT's behalf for waking him up three mornings over the month !I would really appreciate some assistance on this one as i they made three mistakes that cost me almost a weeks wages. I am 20 and have little more than basic consumer rights knowledge.
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