Tuesday, 25 July 2017

BT - and Complaining to Them

We welcome BT to my Folder of Complaint Correspondence. You will see how, in a series of ways, BT botched its performance of  a contract to provide me with wi fi; sought to insist that I had to talk to them at the second stage of its complaints procedure; and then, when a complaints manager came into the picture, acted with courtesy and efficiency. The moral is keep at BT under its complaints procedure until you obtain an offer you are prepared to accept - they are quick to come back to you though you may not like what they say -  and if you prefer to follow the procedure through in writing, insist that you have a right to do so. Incidentally, the hub is brilliant....so far.

scott@bt.com   6 July 2017 11:56
TO STEPHEN GOLD 
Case Management
Dear Mr. Gold,
My name is Scott and I am a Case Manager at BT. I am writing in regards to the billing complaint we had on your account.
I can see we brought forward your activation date to the 16/6, as part of an on-going project to bulk fast-track customer’s activation date.
You have expressed that you are happy with this as long as you are not charged until the original agreed activation date of 14/7.
I can confirm that you have not been charged for your new service between 16/6 – 14/7 and charges will commence from 14/7.
Your contract start date is also 14/7/2017, just to confirm.
I apologise this has not been made clear as far but hope this email reassures you going forward.
I can see from our notes you have requested contact by email – please to drop me an email or call me (see direct number below) to confirm you are happy to close this case.
Thanks for your time.
Regards,
Scott
Connections | Case Manager

From:Stephen Gold 6 July 12:14
To: BT
Thank you for your message. I note what you say.
This transaction has been riddled with errors by BT including-
1 Activating too early and contrary to instructions.
2 Delivering kit too early and contrary to instructions.
3 Delivering kit to wrong address and contrary to instructions.
4 Informing me that I would not be charged from 16/06/17 and subsequently informing me that I would be charged — and now informing me that I will not be charged!
5 Sending me a series of emails/letters requiring me to return the first delivered kit notwithstanding that it was misdelivered and in any event left with a neighbour (where it remains as they are currently away).
All this nonsense (and more) has caused me considerable aggravation and wastage of time. I have spent over two hours trying to sort it out. This is time I can ill afford to lose and I expect you to compensate me for it. What is your offer?
In relation to the misdelivered kit, you will need to make your own arrangements to collect from that address. I am not available to sort it out and I do not expect my neighbour to be troubled.
I await hearing from you.
Yours sincerely
Stephen Gold



From: BT   6 July 2017 13:16

To: Stephen Gold
Dear Mr. Gold,
Thanks for getting back to me.
I accept that the activation was earlier than agreed, however you will not be billed until the original agreed upon activation date of 14/7.
I accept that the hub was delivered to the incorrect address, however the hub has been delivered on the 19/6 and you have not been charged any extra for this, nor been without service you haven’t paid for.
The information regarding the billing and activation has not been clear and I stress again – I do apologise for that.
I am sorry for the aggravation and time wasted. As a goodwill gesture from our end – I would like to firstly offer to refund your account £9.99 (delivery charge for hub), as a gesture of goodwill for the above.
We will make arrangements to collect any surplus kit with that address.
Please get back in touch when you can - to inform me if the above would be acceptable.
Thanks for your time again, Mr. Gold.
Regards,
Scott

From: Stephen Gold  6 July 2017 13:45
To: BT
Thank you. I note the gesture but I hardly think that £9.90 value adequately compensates me for the aggravation that BT has caused me and the two hours plus it has taken of my life, spent on  on-line exchanges, waiting and phone calls , etc. If I was a litigant in person on a small claim against BT (and I might be yet!), I would be entitled to £19 per hour for time spend on litigation alone. Please reconsider.
Yours sincerely
Stephen Gold

From: BT  6 July 2017 14:31
To: Stephen Gold

Dear Mr. Gold,
Thanks again for your reply,
I fully took what you have said on board and consulted with my manager to find a resolution 
Our final offer for compensation on this matter would be to credit your account with £19 – in relation to what you believe you should be entitled to.
Our notes show the time spent on interactions to ourselves is roughly 45 minutes but I also take into consideration the time spent between correspondence between yourself and I today.
I hope the above will be suitable for yourself –
If the above is acceptable, please call/email me to confirm, if the offer is rejected – we would need a date and time suitable for yourself, to speak with my manager to initiate the process where you and ourselves have failed to come to a resolution.
Thanks for your time again, Mr. Gold and I await your response.
Regards,
Scott

From: Stephen Gold  6 July 2017 1535
To: BT
Thank you. What regard have you had to my time consumed on-
[a] waiting to be spoken to
[b] abortive calls
[c] reading  and, where necessary, rereading written communications passing between us and
[d] conferring with my neighbour by text and email in respect of your misdelivery of kit and subsequently their non-availability to allow collection?
What regard have you had to the aggravation you have caused me by making a mistake at every conceivable step of this wretched transaction? You appear to have allowed circa £5 which any reasonable business or person would regard as insulting, as I do. 
When I said I had spent two hours plus, I meant it. I have no interest in inflating my claim. I mentioned £19 ph previously (which you appear to have adopted as a basis for your second offer) to indicate what a county court judge would award for time spent by way of costs. I was not limiting my claim to £19 ph. I am a professional person and  consider my time is worth more than £19 ph.
In any event, you refer to crediting my account. If you are paying me any compensation then it should be paid “in cash”. Why credit my account?
You will have gathered that I reject your second offer. Your manager should email me with his reconsideration and details of the next stage thereafter in your internal complaints procedure.
Yours sincerely
Stephen Gold




From: BT  6 July 2017 1610

To: Stephen Gold
Dear Mr. Gold,
Thank you for your reply,
To confirm – We could credit the amount I am offering to your bank account, if requested.
I am still more than happy to apply this with your confirmation that this would be acceptable – however, as you have confirmed below, you wish to start the next stage of the escalation process.
This will require a conversation by call between yourself and my manager. We will not be able to continue the process by email.
Please reply to this email with a date and time that suits you best or give me a call on my direct number below.
As above, we cannot continue the process requested by yourself by email and this will be last correspondence until you get in touch by phone.
If we do not hear from yourselves within 28 days, we will close this case down and you will receive confirmation of this.
Regards,
Scott 

From: Stephen Gold  6 July 2016 1653
To: BT
Thank you for your message. I see that you ignore most of my comments.
I note your second paragraph and also that your manager appears to have an invincible fear of expressing himself in writing. Please send me a copy of the conditions of what you describe as an escalation process (which I take to mean an internal complaints procedure) so that I can see the basis on which I am told I must speak to you.
Yours sincerely
Stephen Gold



From: BT               8 July 2017 16:07

To: Stephen Gold 
Dear Mr Gold
Scott has passed your complaint to me in line with our escalation process.
Firstly please accept my sincere apologies for both the inconvenience undoubtedly caused and the time you’ve had to spend dealing with the errors that has been caused. I am also sorry that Scott told you that we would not deal with your complaint by email. Although it can sometimes be quicker to resolve complaints over the telephone, it should, of course be your choice.
I’ve reviewed you complaint and can see the problems you’ve encountered and the time you’ve had to spend on what should have been a very straightforward process. I can assure you that I have arranged any necessary  feedback and coaching for advisors when things have gone wrong.
I will arrange for the hub delivery charge to be removed as it was delivered to the wrong address. We can’t begin to put a price on your time but as a gesture of goodwill I would be happy to pay £25 into your bank account by way of an apology.
I hope you’ll accept my offer and we can draw the matter to an amicable conclusion.
Regards
JK
Team Leader Customer Connections
BT Consumer | Customer Care

From: Stephen Gold     8 July 2017 17:02
To: BT
Dear J K
Thank you for your message. I  find its terms to be courteous and reasonable and will accept your improved offer. Details of my bank account to be credited are set out below.
I do not know whether Scott’s last message was based on a template. If it was, I think you should review it. I found its penultimate and final paragraphs to be aggressive and totally unreasonable.  I am not easily intimidated but I believe many customers would be if communicated with in this way. It may be good to talk. It’s also good to email!
[account details]
Yours sincerely
Stephen Gold

From: BT   10 July 09:24


To: Stephen Gold

Dear Mr Gold
Thank you for your prompt reply.
I’ve arranged the refund of £25.00 to your bank account today, you’ll see it within 3 – 5 working days.
I understand your comments regarding previous emails and can assure you that has been dealt with.
I’m pleased we’ve been able to resolve the matter amicably.
Regards
JK
Team Leader Customer Connections
BT Consumer | Customer Care

From: Stephen Gold   14 July 11:21
To: BT
Dear JK
Thank you.
I have today received an empty blue plastic envelope from BT  - no covering letter or note - which I assume was intended to accommodate the return of the misdelivered kit. It was sent to the correct address but, as you know, the misdelivered kit was left with my neighbour at the wrong address where it remains and I made it clear that I expected you to collect from the neighbour and not to put my neighbour to any inconvenience and me to further embarrassment. So will BT get it acts together and strain itself to arrange to collect from the neighbour and not expect a third party to be put to trouble through BT’s incompetence? Or is that expecting too much?
Regards
Stephen Gold 

From: BT   17 July 2017 13:02
To; Stephen Gold
Dear Mr Gold

Thank you for your email, I’m sorry you’ve had to come back to me.
The only option that we have to collect the hub from your neighbours would be by courier. I am conscious that as we can only specify a day for this and not a time it may put them to further convenience. I will ask that this hub is not chased any further and suggest that either yourself or your neighbours keep the hub as a “spare” for future use.
Regards
JK
Team Leader Customer Connections
BT Consumer | Customer Care