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Monday, 13 February 2006
Unlucky 13

dead leaves

My broadband connection is still down, and has been down since 1 February. Last night I was on the phone with the technical help desk again, repeating the same tests that we did on 1 February.  It is almost two weeks since my broadband broke. It is now ten days since the supervisor at the technical help desk promised that my connection would be fixed within five days.  It is now six days since I lodged my first complaint, and four days since I lodged my second complaint.  I won’t even mention the occassions they have promised to phone me with a status update and haven’t.

The BT Yahoo complaints policy advises that they will reply to a complaint within 24 hours.  They hope to be able to resolve problems within five days and say that if they are unable to do so they will contact one with a status update.  I was interested that they even state that

In the rare event of our still not being able to help you, there’s an impartial Complaint Review Service available. This involves a review of all aspects of your complaint.

The funny thing is that in my first complaint six days ago I asked them to explain what this service involved.  However (as I mentioned) they have not replied, so I am none the wiser.

On the positive side I phoned them again today to complain that my problem had not been resolved and they have promised that they only need a few more days.  Strange thing is that nobody seems to know what has actually been done about the problem, nor even what the problem is. 

The woman I lodged a complaint with today took exception when I called her colleagues at the technical help desk dunces. That was my polite choice of description.

Posted by bigblue on 13/02/2006 at 10:32 PM
Filed under: EuropeUnited KingdomEngland • (0) CommentsPermalinkBookmark or Share

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