A couple of days ago I decided that I was sick of BT - they are overpriced and their general customer service is shockingly poor.  I've had no end of problems with their broadband over the last 9 months; the connection dropping for days on end and having to phone their tech support and listen to the same scripted telephone conversation.  If I get asked to unplug the microfilters when it's obviously a DNS problem and plug them back in one more time I'll scream. 

After much research I decided to change my broadband to madasafish (they are cheaper and it looks as if they actually have a good customer service reputation by looking at postings on here and elsewhere). 3 nights ago I tried to get hold of a MAC code from BT.  Rang the number listed for MAC code requests on the BT website only to be told that it was the wrong number (the right number is 0800 800 030) and I'd come through to sales, sales then transferred me to the wrong number and then I eventually got through to broadband customer options.  After 15 minutes in the queue the joke really started.  First of all they told me that they didn't supply my broadband and I must be mistaken.  They treated me like a complete idiot.  I ended up having to log into my account details on their website whilst this bloke was on the phone in order for him to finally accept that I was infact a BT broadband customer.  Then he tried to barter with me to stay with BT and then openly laughed at me when I told him I wasn't interested in staying as price is only one factor in my decision to leave.  Finally he said it would take 5 minutes to create a MAC code and whoever I was changing to wouldn't be as good or reliable as BT (ironic joke eh?).

I was only planning on cancelling my broadband but I'm so irrate I've decided to go the whole hog and I've changed both my broadband and phone to Madasafish.  I don't suppose anyone from BT will read this because clearly they can't do the basics of customer service properly never mind trawling consumer sites like this to improve the customer service they deliver but if they do this message is for you. 

Well done BT your stunning lack of customer service means you won't get another penny from me not that I suppose you mind though because clearly keeping customers happy in order to retain them isn't a priority for you.  Unfortunately for you though happy customers = profits and you'd do well to bear that in mind.  

I am a BT advisor and the following message is relating to me and my colleagues who do their job properly and is mainly a reply to the criticisms of advisors as we are part of the customer service.

We always treat customers the way we would like to be treated. We suffer from constant abuse from unhappy customers who have had problems with their account/bills/installation etc. If an advisor can give a solution to an outstanding issue we will. If we cannot then we will go through to the correct department to ensure the customer will be helped. We cannot control the volume of calls, it is just ludicrous that people actually believe that we can, and come through screaming and swearing at us. This is unacceptable behaviour for ANY humanbeing!!! Advisors are there to try and help customers and not to be the subject of peoples abuse and frustration. I understand it is frustrating having to wait in ques and then reaching, one of the few, advisors who cannot help or who may just be out of training and finding it hard to cope with an irrate customers. I HATE giving bad news to customers and much prefer it when i can solve their problem. i believe in being honest with people. I cannot speak for anyone who does not do their job properly as they have no excuse as full training is given. I have, myself, felt quite irrate going through to other departments to be told that i'm through to the wrong one or they cannot help but mistakes can be made as we are all human. People complain that they don't want to speak to an automated machine and then complain if a human error is made. I do not want credit for doing my job correctly, after all i get paid (not as much as you think £6.30ph) for it, but what i do ask is that people remember we are human and that shouting, screaming, threatening and swearing will not be tolerated as we are paid to take calls not abuse. Also keep in mind that most of us do our jobs properly and do not deserve the constant criticisms and put downs. I urge people to put themselves in our shoes as i do this with every person i answer the phone to.

I am Sorry but the service or should i say the non-service that b.t. gives is alien in every way

I HAVE SPENT MONTHS TRYING TO TALK TO A HUMAN BEING IF ANY DO EXIST AT B T

TWO WEEKS AGO ONE DID CALL ME AFTER I GOT HOLD OF CUSTOMER SERVICES E-MAIL COMPLAINTS

SHE PROMISED ME THAT ALL WOULD BE SORTED OUT AND SOMEONE WOULD CALL ME TO CONFIRM

THAT ALL MONEY TAKING FROM MY BANK ACCOUNT FOR A BILL THAT I DID NOT OWE WOULD BE RETURNED TO ME GUESS WHAT YES THATS CORRECT

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