Question #85864399

[#1]

Any chance you can pick this up Chris Pettit?

[#2]

I'm sorry for your loss.
I've booked you an engineer visit for 04/08/2014 between 1pm-6pm

[#3]

Thanks for booking that, and your condolences.  It won't be an easy day 

[#4]

Just out of interest, what will the SFI engineer do that the others didn't?

[#5]

I've requested that all Copper Joints be fully checked. I've requested to check that you're on the best E/D-side available, if not, to have this changed. I have asked for the dropwire/lead in to checked over again.
Your sync rate is pretty good as it is, but it's lower than it should be for the length of the line. If a Lift and Shift is required, for this to be carried out on the day.

[#6]

Thanks Chris 

[#7]

Waiting for the engineer. Typically, as I was able to get home early from work they still haven't turned up yet 

[#8]

At this rate the engineer will probably decide it isn't worth turning up 

[#9]

Hi Sully666,
Sorry to hear he hasn't turned up yet, he should have up until 6pm to arrive so let us know how you get on with this.

[#10]

To be quite frank, I have lost all faith in BTO and by proxy Plusnet. 
At this time of year it is very difficult to get leave at the drop of a hat in the library service 
I do have some time off next week that has been booked for months, but I was planning to use that for rest and relaxation.
Would rather not waste it waiting for an engineer that doesn't bother to show.

[#11]

.... and yet again BTO let Plusnet down.  If the whole broadband infrastructure wasn't so rubbish, I would be asking for my MAC code now.
Cannot do any other time this week as I am going down south for a friends funeral on Wednesday  
Disappointed YET again  

[#12]

How many more chances am I expected to give Plusnet?  Really hoped it would be sorted by this engineer visit.  Pity he didn't bother to show.
Realised this would be the case when he hadn't turned up by 4.40pm.  The level of inconsiderateness is breathtaking. I am utterly sick and tired of being fobbed off with excuses and let down by poor customer service.  I want it sorted NOW!! 
Now to try and get some sleep 

[#13]

Woken up to go to work and I am still incredibly angry about yesterdays debacle.
As someone who has worked in a customer orientated job all my life, I am astounded at the lack of communication. 
Why did the engineer not have the common courtesy to telephone and inform me he wasn't turning up? 
I would still have been angry at the waste of MY time, but would at least have been informed.
Now to try and get through the day before a long journey tomorrow for a friends funeral 
Well done BTO and Plusnet NOT 

[#14]

Morning Sully666,
Please accept my apologies for having another engineer not turn up, I'm looking into this issue for you now and I'm on the case to find out why this hasn't gone ahead and where with go with this next.
I completely understand that this isn't the time to be dealing with this so if you would like me to just get something booked in for next week and then pick this back up with you later on this week I'm more than happy to beaver away on this in the background and pick it back up with you at a more convenient time.
Again I'm sorry we've hit this issue again.

[#15]

Thank you
Will not be around again until late Thursday. So Friday will be best to discuss where we go from here.
I am at the dentist on Monday 11 August first thing, so Monday is out as after this latest mess up I don't want an afternoon appointment and them not turn up again.
Other days that week are possible but would prefer morning and preferably first appointment as we would like to do something with our week off. Have also promised to take our son bowling, so mornings are quieter but get booked up quickly.
Still very angry that I wasn't at least contacted, but that's the sort of customer care or lack thereof I have come to expect from BTO.
This has been going on, on and off for 9 months now.  If we had Virgin available in town or there was a better ISP I would have already gone, but I appear to be stuck with Plusnet.