I had to laugh when Call Centre Confidential was writing his guide to how to complain a few weeks ago now. Lots of people were ooohing and aaahing about how wonderful the info/ideas were.
Me, I could write a book on the subject. Except, as I said to CCC, then everyone would be wanting what I get, then I wouldn't get as much :)
Posted by Blue Witch on 13 October, 2004 at 4:59 PM
Well that's true! But it seems like so many people who try to get BB can never even get hold of their suppiler full stop when it hasn't been activated or isn't working.. And to get BT to go out to the exchange, diagnose and fix the problem, give you a specific reason for the failure, all within 5 days, strikes me as pretty exceptional in these days of call centres.
Remember, *Pipex* got (ie paid) BT to fix the problem. I was just quite persistent... 73 minutes of persistent on the phone to Pipex's so-called technical support centre. (Indeed, that was most of what I was complaining about - the tech support bloke telling me to take the Pipex-supplied modem to a shop to be tested, rather than accepting what I said about there being problems with the wiring round here).
I fully appreciate that a lot of people wouldn't be able to spend that amount of time chasing up something like this. And nor should they need to. Which is why I crusade as I do...
And, 4 years experience of crappy service from NThelL made me check every possible source of info (including taking note of what people shared on here, test calls to Pipex support lines, and extensive reading of forums), before I decided to go with Pipex.
Posted by Blue Witch on 13 October, 2004 at 5:11 PM
Good to hear your reply came in early, Witchy. My promised 72 hour response from Apple took 72 hours and 43 minutes.
When I write about customer service incidents, I write the factual truth, and I take out all names of individuals concerned, so I am not breaking any law.
If a company find what I've written, (and many large companies employ people to search media, including the internet, to find references to themselves), so much the better as it may, hopefully, give them something to think about, and so improve their service to other of their customers, so that the less vocal, or less articulate, or people with less time do not have to put up with sub-standard service.
Posted by Blue Witch on 14 October, 2004 at 5:29 PM
And, if a company were ever to threaten me (or anyone else in this corner of blogland) for truthfully exposing their poor service, there would, I imagine, be such a backlash of linkage and negative publicity that they'd wish they hadn't.
Posted by Blue Witch on 14 October, 2004 at 5:32 PM
Oooo and if it happens please let us all know so we can pull up front row seats because we know it will be fabulous.
Still, I think that's a relative result really compared with what you'd get elsewhere.
Posted by Pob on 13 October, 2004 at 4:52 PMCompared with what you'd get, maybe, Pob ;)
I had to laugh when Call Centre Confidential was writing his guide to how to complain a few weeks ago now. Lots of people were ooohing and aaahing about how wonderful the info/ideas were.
Me, I could write a book on the subject. Except, as I said to CCC, then everyone would be wanting what I get, then I wouldn't get as much :)
Posted by Blue Witch on 13 October, 2004 at 4:59 PMWell that's true! But it seems like so many people who try to get BB can never even get hold of their suppiler full stop when it hasn't been activated or isn't working.. And to get BT to go out to the exchange, diagnose and fix the problem, give you a specific reason for the failure, all within 5 days, strikes me as pretty exceptional in these days of call centres.
Posted by Pob on 13 October, 2004 at 5:03 PMAnd before you say it, yes it probably is sad that that's condidered exceptional!!
Posted by Pob on 13 October, 2004 at 5:05 PMRemember, *Pipex* got (ie paid) BT to fix the problem. I was just quite persistent... 73 minutes of persistent on the phone to Pipex's so-called technical support centre. (Indeed, that was most of what I was complaining about - the tech support bloke telling me to take the Pipex-supplied modem to a shop to be tested, rather than accepting what I said about there being problems with the wiring round here).
I fully appreciate that a lot of people wouldn't be able to spend that amount of time chasing up something like this. And nor should they need to. Which is why I crusade as I do...
And, 4 years experience of crappy service from NThelL made me check every possible source of info (including taking note of what people shared on here, test calls to Pipex support lines, and extensive reading of forums), before I decided to go with Pipex.
Posted by Blue Witch on 13 October, 2004 at 5:11 PMGood to hear your reply came in early, Witchy. My promised 72 hour response from Apple took 72 hours and 43 minutes.
What do you reckon my chance of compensation is?
Posted by NiC on 13 October, 2004 at 5:45 PMOther service providers now have access to BT Exchange main distribution frames.
Posted by Brian on 14 October, 2004 at 7:11 AMAh - mystery solved - thanks Brian. I wonder how often someone else's bungling makes difficulties in this way for BT?
Posted by Blue Witch on 14 October, 2004 at 7:25 AMBW, I thought you might be interested in what happened to this man when he publicised his woes in blogland.
via Chasing Daisy.
http://chasingdaisy.typepad.com/blog/2004/10/it_could_happen.html
Posted by jo on 14 October, 2004 at 3:43 PMJo - interesting, thanks for pointing that out.
When I write about customer service incidents, I write the factual truth, and I take out all names of individuals concerned, so I am not breaking any law.
If a company find what I've written, (and many large companies employ people to search media, including the internet, to find references to themselves), so much the better as it may, hopefully, give them something to think about, and so improve their service to other of their customers, so that the less vocal, or less articulate, or people with less time do not have to put up with sub-standard service.
Posted by Blue Witch on 14 October, 2004 at 5:29 PMAnd, if a company were ever to threaten me (or anyone else in this corner of blogland) for truthfully exposing their poor service, there would, I imagine, be such a backlash of linkage and negative publicity that they'd wish they hadn't.
Posted by Blue Witch on 14 October, 2004 at 5:32 PMOooo and if it happens please let us all know so we can pull up front row seats because we know it will be fabulous.
Posted by jo on 14 October, 2004 at 5:53 PMlower case 's' (that's 'small letter' to you).
Posted by Somewhat on 18 October, 2004 at 10:34 PMI really hope you enjoyed being so Patronising.
Having a bad day Somewhat?
Posted by Blue Witch on 18 October, 2004 at 10:43 PM