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Customer Services, need help lots of help

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Customer Services, need help lots of help

After ordering my broadband over a month ago I took your website at face value (big mistake right). 7-10 days it said I would be waiting for my broadband, we are nearly in week 7!
Its a problem with BT is all I have been hearing, but nobody seems willing to put on a pair of boots and give BT a kick up the arse to sort these problems, I honestly believe I would end up waiting even longer if it hadnt been for my incessant nagging. Every time I ring customer services all they do is read what I have just read on the "contact us" page on the web site, they dont make an effort to try and sort anything out (it generally just gets passed to another desk for someone else to do)
Now this is my suggestion, wait for it its a novel idea.
Instead of having 3 different desks dealing with things ie customer services, provisioning etc why not integrate those desks everyone has the same level of access as each other so when a customer calls up to ask whats happening the person they speak to doesnt have to wait for a call to go somewhere else, before the answer can be retrieved and passed back. The person on the customer service desk can make that call
Which one is more efficient??
1. customer > customer service > provisioning > BT wholesale > provisioning > customer service > customer

2. customer > customer service > BT wholesale > customer service > customer
Try it, it works for nearly everyone else that does it
4 REPLIES
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Customer Services, need help lots of help

because of the training issues involved.
If everyone did everything, its just more to go wrong. Its easier to split tasks up into manageable sections.
I think htats the idea behind ti
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Customer Services, need help lots of help

I think the only way to answer that question is to point out that few if any companies operate that way. It pays to have people who specialise in each seperate issue.

Also when you consider the workloads involved it makes sense to ahve specific teams dedicated to each workload and ensure thye are the best people tod eal with that particular workload.

I have looked into your specific issue and it is with the correct team who are awating BT feedback on an issue out of our control. It looks like now we are simply waiting for BT to act on their own diagnosis and your problem should be resolved.

Unfortunately we are unable to make BT work any faster and in fairness ot them they are often governed by issues such as engineer or part availability.
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Customer Services, need help lots of help

Its nice to see that an actual member of the PN team do watch these boards and reply to users problem, and I thank you for looking into it for me.
I understand that it is with an outside agency and that you have to wait for them to do their job before you can do yours (its still bloody frustrating though).
As for your comment about not many companies do what I suggested maybe not civilian companies, but my job in the RAF is telecommunications and running the IT help desk on station, if someone reports something to me, its down to me to book it straight to the people who can fix it not a seperate desk who then pass it on to the people who fix it and it does work.

Jay
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Customer Services, need help lots of help

We do understand your frustration and (for what it's worth when it's on behalf of another company) I apologise.