Feedback?!

Just received a text from BT saying. 'You recently placed an order with us and we'd love it if you could answer 3 short questions about your experience and our agent who raised your order.'

.....................Well I'd love it if I could actually provide feedback to BT which would be longer than 3 short text messages?  Three short text messages are no where near long enough to provide the feedback I would like to give BT.  ..................So no; I won't be providing any feedback re three short text messages.

I'll provide my feedback here on a public blog because it seems like there is absolutely no way of contacting a real live person at BT.  Actually, that's a bit of a lie because eventually I did manage to speak to a real live person. But only after I'd spend a lot of time on hold, pressing numerous numbers and listening to numerous messages.  And BT want me to provide feedback via 3 short text messages???  I don't think so?!

Firstly, I have been with BT for more than 30 years.  Does loyalty mean nothing?  It would seem not.  Every year I have to make a note to phone BT to keep my bill down.  If I were a new customer I would get all sorts of introductory deals and would be put on a really cheap tariff for 12 months.  Last year I phoned and surprise, surprise, after I threatened that I would leave BT to go to 'Talk Talk' all of a sudden my monthly bill was reduced by almost £20.

It shouldn't be like that.  Loyal customers should be rewarded for their loyalty.  Not penalised because they haven't moved to a different provider.

Sooooo................... because I am a very organised person I had a note in my diary to phone BT sometime this month (because my BT 12 month contract ends on 31st January) and query how much more I would be paying.

Seriously not happy about this because a few days ago I got an email saying that my 'free caller display' was coming to an end and if I renewed my contract for another 12 months I could get another 12 months of free caller display.  Unfortunately this email failed to tell me whether my land line rental and broadband were going to be renewed at the same rate.

BT - do you think your clients are stupid?

Signed up for this 'so called fabulous deal'.  Didn't do it on BTs website because I couldn't find anywhere that told me whether or not my line rental/broadband was going to be increased.  Did it via the phone instead (because I naively thought I might actually get to speak to a real live person)  and before I knew it, an automated machine had renewed my free caller display for another12 months.  Still didn't know if my line rental and broadband were going to remain the same.

And what is really, really annoying is................... BT send out emails saying that they will give one free caller display for another 12 months but they don't seem to send out emails saying that one's broadband is going to be increased by more than £15 at the end of a 12 month contract.

So I phoned 'Customer Options' - (the number is 01324 452504 if any one is interested.)  These are the people who can reduce your tariff.   

Customer Options?....................  I have to say you're not very customer friendly.  I've been paying just over £30 for the last 12 months for line rental and broadband and  free weekend calls and caller display.  And because I've remained loyal to BT, all of a sudden you want to put that price up to almost £50 a month.  I don't think so!!!

So then BT said they could do me a really good deal £22 per month for broadband.  Whoopee doo I thought................... until I realised that BT also wanted to charge me £18.99 on top of that for line rental????

As far as I am concerned that is not a good deal.  The PO do unlimited broadband and line rental and caller ID for £19.99 per month.  BT person said that I wouldn't get such fast speeds with the PO.  Duh - speeds mean nothing to me.  As long as I can connect to the internet, and do what I want to do, am I bothered about speeds?  I am not.

However after I said that - miraculously - BT suddenly decided that they could give me unlimited superfast broadband, free caller ID, free weekend calls and line rental all for £33.99.

Thank you BT.  However why has getting this tariff been such a struggle???

I've been loyal to BT for more than 30 years but it would seem that my loyalty counts for nothing.

.................And that is why I'm not going to respond to BTs stupid, stupid, text asking me to provide feedback about my latest experience via 3 short text questions.

However, should a 'real live person' want to contact me and talk to me then I would be more than happy to share my experiences of how disappointed I am with the loyalty that I have shown to BT.

#don'tthinkthatwilleverhappen