btinternet.com & new non-Yahoo partner
Joined: Aug 2002
Posts: 3,663
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From: Earth
I know that it's nice to have something for free and a pain when you have to start paying for it but it's hardly the end of the world is it?
I don't think BT's business model has ever included an aspect of dong something for nothing, so the eventual demise of a free email service that was there as a result of an acquisition should never have come as a surprise.
Last edited by mixture; 15th August 2013 at 11:32.
Joined: Sep 2006
Posts: 638
Likes: 18
From: South Oxfordshire
We have all received very convincing looking emails today purporting to be from BT telling us our "@btinternet.com" email addresses will stop working after Sep 16th. Just have to "click a link".....
No mention of these addresses not working on the BT website, so deleted and made sure the kids weren't about to do anything silly. No problems - they have fortunately inherited my 'suspicious and cynical' gene!
No mention of these addresses not working on the BT website, so deleted and made sure the kids weren't about to do anything silly. No problems - they have fortunately inherited my 'suspicious and cynical' gene!
Last edited by Blues&twos; 16th August 2013 at 20:15.
Joined: Aug 2002
Posts: 3,663
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From: Earth
Blimey, mixture. Are you feeling OK? It's Friday, have a lie-down.
That was a very balanced comment on BT.
That was a very balanced comment on BT.
The chap tried to solidly deny he had anything to do with it.... until I pointed out that the sudden loss of internet was preceded by the unmistakable dulcet tones of his tone trace kit.
My list of reasons to dislike BT is growing longer by the day.....
Joined: Aug 2006
Posts: 1,761
Likes: 6
From: Lemonia. Best Greek in the world
I suspect the difference is that you have annoyed customers who want you to fix BT's sins immediately, if not yesterday..........
Those of us who are retired can take a longer term view, and write letters to the CEO and Chairman and etc.
BT have a unit that looks in to issues for those that write to the CEO. They also have a unit that look in to issues for BT staff and their relatives/friends.
Getting direct access to one of those units is the only way I know of avoiding hours talking to folk from the sub continent who only operate to a script...............although after the 3rd escalation, you do actually talk to someone from the subcontinent who knows what they are doing.
One of my customer service issues with BT was only resolved after many "BT" engineers came to visit us...............and, as you say, their competence varies widely. In my area, you can get the trainee one day, or the expert who solved the BT Chairman's problem, the next day.
Those of us who are retired can take a longer term view, and write letters to the CEO and Chairman and etc.
BT have a unit that looks in to issues for those that write to the CEO. They also have a unit that look in to issues for BT staff and their relatives/friends.
Getting direct access to one of those units is the only way I know of avoiding hours talking to folk from the sub continent who only operate to a script...............although after the 3rd escalation, you do actually talk to someone from the subcontinent who knows what they are doing.
One of my customer service issues with BT was only resolved after many "BT" engineers came to visit us...............and, as you say, their competence varies widely. In my area, you can get the trainee one day, or the expert who solved the BT Chairman's problem, the next day.
Last edited by Ancient Observer; 18th August 2013 at 13:29.
Joined: Aug 2002
Posts: 3,663
Likes: 0
From: Earth
I suspect the difference is that you have annoyed customers who want you to fix BT's sins immediately, if not yesterday..........
Those of us who are retired can take a longer term view, and write letters to the CEO and Chairman and etc.
Those of us who are retired can take a longer term view, and write letters to the CEO and Chairman and etc.
I've had my fair share of email based discussions with the CEO with varying degrees of success.
I'm also familiar with the teams of which you speak, trouble is their role in life is only to deal with the mess BT Retail leave behind ... put a Wholesale or Openreach problem infront of them and they say "not my problem guv'".... and believe me, no such equivalent team exists at Wholesale or Openreach and their management team tends not to talk to directly the unwashed masses in the outside world, you have to go through various chains of spokespeople.
Not sure what your longer term view is, but I don't see BT getting any better ? Of course, to be fair, its not all BT's fault.... as I've said before, the regulator hasn't got any teeth, not even any dentures.... so its just gumming away at the BT problem, not really achieving anything meaningful.
Last edited by mixture; 18th August 2013 at 17:45.
Joined: Aug 2006
Posts: 1,761
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From: Lemonia. Best Greek in the world
I could go on for hours about the difficulty of improving customer service in a big corporate. (Before Aviation, i worked in a fmcg Co with a Big brand)
..............basically, the CEO needs to put Customer Service as his/her number one priority for about 10 years if they really want to improve customer service..
No-one at BT has put customer service as their no. 1 priority for more than about 1 year. So they won't improve much if at all.
A recent example from another sector - the Lloyds Bank CEO was "disappointed" that a regulator was going to look at their PPI Customer Fraudulent Service.
If he cared one jot about customer service, he would have been "delighted" by the investigation.
This stuff runs very deep in these big corporates.
..............basically, the CEO needs to put Customer Service as his/her number one priority for about 10 years if they really want to improve customer service..
No-one at BT has put customer service as their no. 1 priority for more than about 1 year. So they won't improve much if at all.
A recent example from another sector - the Lloyds Bank CEO was "disappointed" that a regulator was going to look at their PPI Customer Fraudulent Service.
If he cared one jot about customer service, he would have been "delighted" by the investigation.
This stuff runs very deep in these big corporates.
Last edited by Ancient Observer; 19th August 2013 at 11:11.
