Grrrrr, My BT landline has been down for over a month. I didnt raise the fault earlier as I was in Buxton. I raise a fault on the BT website 3 days ago. I hear nothing. So I use their online live chat facility. This is how the conversation went: Sumanth Vijaykumar: Hello. Im Sumanth Vijaykumar. Thanks for that information, Ill check it and get back to you in a moment. Sumanth Vijaykumar: Hello Pio Cardoza: Hello Sumanth Vijaykumar: Sorry to hear that. Im just waiting for your account details to load. Wont be long. Pio Cardoza: ok Pio Cardoza: Thank you duck. Any luck? Sumanth Vijaykumar: I’ll just run a test on the line. It’ll take a few moments. Please make sure the phone is on the hook on all handsets. Pio Cardoza: Thank you. All handsets are in position Sumanth Vijaykumar: Thank you Sumanth Vijaykumar: just give me two minutes Sumanth Vijaykumar: The test says there’s a fault in the local exchange. And our engineers aim to respond it by 28/01/2015 by end of the day Pio Cardoza: Can you tell me what compensation I will get for this inconvenience as I am unable to make calls? Sumanth Vijaykumar: What I can do whilst you have a fault is divert all your incoming calls free of charge, would you like me to do this? Pio Cardoza: Thats a good start. Please divert to ############ Sumanth Vijaykumar: If BT not able to fix on the comitt date that is on 28/01/2015 by end of the day than youll get the compensation Pio Cardoza: This is ridiculous, what is your complaints procedure Sumanth Vijaykumar: could you able to provide me with your billing account number please Pio Cardoza: This line has been our of order for over a month. I have been away which is why I only reported 3 days ago Pio Cardoza: What on earth am I paying a line rental for if I cant even make a call and have to wait 8 days for it to be looked at? Pio Cardoza: What sort of customer service is this? Sumanth Vijaykumar: Iam really sorry for the inconvenience Mr Cardoza, Pio Cardoza: If I do not get some sort of compensation offer, I will take this case to OFCOM Pio Cardoza: I dont want to hear sorry, I want to hear about how I complain please Pio Cardoza: Do you realise how inconvenient it is that friends and family cannot ring me at home? Sumanth Vijaykumar: okay I will raise a complaint Sumanth Vijaykumar: behalf of you Pio Cardoza: Thank you and please make sure you copy me on any correspondence to piocardoza@gmail Pio Cardoza: Thank you Pio Cardoza: Have you diverted calls to ########## Sumanth Vijaykumar: your right I do understand but there is fault in local exchange itself and you have reported now and I have informed to exchange department now and Our commitment time is the date we aim to fix a customer’s fault by, this is 3 working days. Sumanth Vijaykumar: I need your billing account number to divert Pio Cardoza: Account: ########### Sumanth Vijaykumar: Thank you just give me two mintues Pio Cardoza: Thank you Pio Cardoza: There always seems to be a problem with the exchange, this is the third time in a year its happened, its ridiculous and Im paying for this? Sumanth Vijaykumar: I’ve put in the request for a divert. Whilst your landline’s not working, Ive diverted your calls to ########### . This divert will cancel itself when our engineers fix the fault. Or you can dial #21# from your landline to cancel this divert at any time. As long as you’ve got a dial tone. Sumanth Vijaykumar: It will take two hrs to activate Pio Cardoza: Thank you. Please ensure you raise my complaint and that I am copied on this to my email piocardoza@gmail Sumanth Vijaykumar: And once again sorry for the inconvenience and I have reported to engineers to fix this fault as soon as posibble Sumanth Vijaykumar: Possible Pio Cardoza: ok Sumanth Vijaykumar: Yes I have already done that sent a maill to my supervisor Pio Cardoza: Have a good day duck Sumanth Vijaykumar: you too duck Sumanth Vijaykumar: Bye take care Grrrrrr, he called me a duck! :-)
Posted on: Fri, 23 Jan 2015 08:56:43 +0000
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