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Communication

Discussion in 'Get it off your chest' started by BiggaJ, May 20, 2015.

  1. BiggaJ

    BiggaJ Donator

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    Sorry guys, this is going to be a rant about the so called "communication" companies.

    It's two in particular but others may have views on other organisations.

    BT & Virgin

    These guys ARE supposed to be communication experts and as we all know communication now comes in many forms however the one form I always prefer is face to face or as a back up I will make a call and talk to someone who not only speaks my language but also understands the nuisances ect.

    Has anyone been on the web sites of either BT or Virgin ? Where the fook do you find a phone number? I mean BT own all the phone lines in the UK, they are primarily a company set up to offer phone packages ..... can't find a bloody number!!! What the fook is all that about, virgin is the same.

    I don't want to go online and chat to some faceless twit (change the 'i' for an 'a') where I have to type my problem out to find they then want to go through security then find a person who is trained or qualified to answer my question only to find after I have explained it that they are not the person that can deal with it.

    I don't do Facebook, twatter or any other form of social media communication , just give me a bloody phone number and let me talk to someone that can understand me and I am sure I will be left feeling satisfied.
     
  2. That hurts

    That hurts Barely Active

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    BT Customer Service is 0800 800 151 and Virgin Mobile 0843 506 9246 .... but these are the ones publicly available, so will probably mean a long wait in a queue with really cr**py muzak to keep you company !
     
  3. Tripleteer

    Tripleteer Donator

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    I am with BT I too have endless trouble getting in touch with them, I get put through to some guy in Mumbai or some distant planet that does not speak my language! Surely they can find call centre personnel that are fluent in our native language (and not theirs). Rant over!
     
  4. Elk hunter

    Elk hunter Keyboard Hero

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    We have a problem our broadband some months ago, it was really slow or not there. As its all a sky package they were called problem logged and monitored for 48hr and I'll be honest just figured we'd been fobbed off.

    But two days after the complaint sky contacted us and there was a problem with the BT line. Within the same day BT called to say an engineer had be requested by sky and be a my hours 9am the following morning.

    Amazingly he turned up at 8.45, problem in the box in the street all sorted by 10am. Now we had 2/3 days of bad connection before the call was logged and 4 days after. Sky compensate us for the 6/7 days of disruption and the guy on the sky line was English.

    I think on the whole there service was very good, but others I expect are not so lucky.

    Andrew
     
  5. mick 1986

    mick 1986 Keyboard Hero

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    Do a Google search for the contact details of the CEO of both BT and Virgin. You will be pointed to the executive help team. Tell them, don't ask, to sort the problem. Be blunt, but not arrogant, and firm. I had a huge problem with EE recently. They were very very unhelpful, and the executive office couldn't/wouldn't help. It ended up in the hands of their HLE team (next guys up from executive). The problem had gone on from 20ish Jan to 12March, when HLE took over. It was by the 14th. Most of the weasels on them standard helpline phones don't give a ****. They don't get paid on the number of customers helped, just the number of calls taken, "hi, bye" sort of attitude.
     
  6. BiggaJ

    BiggaJ Donator

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    I had excellent customer service from SKY when I was with them, to me they are the ones the others should be looking up to. Customer service in Scotland so on the whole they get what I was saying. And seemed to always answer the question and resolve any problems extremely quickly.
     
  7. BiggaJ

    BiggaJ Donator

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    My issue is they try to direct you to other forms of communication rather than enblazen their phone number on the front page of their website!!!
     
  8. Trampilot

    Trampilot Keyboard Hero

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    SayNoto080 - you may find the landline that bypasses the queues!

    Money Saving Expert often posts the personal emails to CEOs etc.

    When I worked in Customer Services I always used the same method of reply as the person who contacted me. Even if that email said, I will call you or I have sent a letter regarding this etc... Seems to be a logical thing to do.

    Only real complaint I've thought about taking somebody to court was Tiny Computers - remember them? My gf at the time got one of their desktops. Worked for a while and then went pop. Engineer came round. Said the processor had exploded and he'd never seen that before. He'd have to order the part and come back... no more than week he said.

    6 weeks later nothing. In the end I took a day off and sat on the phone. Finally got through and was told I couldn't speak to anyone due to the DPA as I wasn't the owner of the pc. I lost it at this point. Got my gf who was a teacher AND in class to call them and give me permission. I gave them such a bollocking you wouldn't believe. But was once again fobbed off with "I'll put you through to the technical team"... and then left on hold or cut off.

    That was it for me. Called Trading Standards and they told me to write a LBA letter to the CEO giving them 7 days to fix or replace pc for face small claims.

    Three days later I got a call from the UK Marketing Director who asked me if the Technical Team had been in touch. I said no. There an audible sigh from her. She then asked (maybe begged) to give at least a few more days. I said no, we'd been waiting 6 weeks!

    Eventually a couple of days later an engineer came out. He was clearly contracted and nothing to do with Tiny. He wasn't too impressed with them either!

    Prior to the LBA being sent I was actually planning to take the pc to the head office in Reigate and sit in reception until I got to see a member of the board.

    Sorry the thread brought it all back!
     
  9. BiggaJ

    BiggaJ Donator

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    Nice one trampilot.... I had a similar experience but with a brand new washing machine that was installed by the shop I bought it from..... CURRYS

    Anyway, it sprang a leak and despite numerous promises to get it fixed and to call back etc. After 3 days I put the offending item in the boot of my car and took it back to the shop.... Manager would not give me any time so I took it from my boot, placed it in front of the shop doors and sat on it....created quite a stir, they claimed I was causing an obstruction to their customers and so I told them to call the police, which they did. They eventually arrived, said it was not for them to sort it out and drove off. Ten mins later and with hardly any customers in the previous 3 hours they sent me away with a new machine and a voucher for £50 to spend in store.

    Since then I have done this a few times and always got the service they should have provided in the first instance.
     

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