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westiebobby
new user
Reg'd: Tue
Posts: 3
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Just recently reconnected back to BT from being with Virgin. WHAT A NIGHTMARE!!!
The home hub I received was faulty and could not connect to the internet at all from day one and it has taken 2 weeks to finally get a replacement!! Their customer service is diabolical!! I must have made around 30 phone calls over the past fortnight!! It got very frustrating when I could not get my point across to the operators in India!! Each time I phoned I was told a different story about where my new replacement hub was - there has been a backlog, it will be with you in 2-3 days, it has not been ordered, it will be with you tomorrow or they would pass me on to another dept on so on. I even tried to cancel it but was told that even though I had not accessed the internet I would have to pay a cancellation fee. I even wrote a letter to their head office, I am still waiting for a reply. I received my new hub today and after all the upset and distress I am quite pleased with it, everything went smoothly. But BT need to seriously buck up their ideas with customer service (bring back the call centres to the UK)
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The_Wanderer
regular
Reg'd: Mon
Posts: 424
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In my experience overseas call centres don't work on so many levels.
I had a call, can't tell you from whom - not because it is secret but because I genuinely couldn't follow what the caller was saying. The sentences made no sense though clearly they were trying to sell me something as they had my name, so it wasn't a wrong number, it was so frustrating. Having said that I'm fairly sure the last time I spoke to a BT call centre it was in Newcastle, but these things seem to shift like the sands.
I wouldn't want to single BT out particularly, I havent had too many problems with them other than their charging policy which I think is very short sighted, but big companies do sometimes seem to lose touch of what keeps customers happy or fail to understand why happy customers rather than just customers are important for their business. In the current downturn many companies could do themselves a power of good just by having happy customers.
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greysts
regular
Reg'd: Thu
Posts: 19288
Loc: Colchester
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Quote:
Just recently reconnected back to BT from being with Virgin.
What made you leave Virgin in the first place? Were you using a Virgin phone or did you have a cable connection?
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