[access-uk] Re: Bt total broadband - was ISP providers

Graham,

Apart from differences in accents, poor line quality and working from
scripts, it would help greatly if they had a brain and listened to what
they were told, instead of treating us as though we are all computer
illiterate.  It doesn't surprise me anymore that one of the most
expensive broadband providers, gives the worst customer support.  Well
they have lost my business and the same goes for other companies with
British in there name that have failed to deliver reasonable  service,
such as British Airways and British Gas.  Just in case anyone was
wondering what my ethnic origin is, it's English, and just so you know,
my wife is French, so there I'm not Xenophobic!

Dave

rather than glibbly refering to them as our coloured friends in india, I
believe it is worth considering a few issues as to why the service is
poor that have little to do with colour or race.

Firstly, I do accept that there are likely to be increased issues when
it comes to accent.  Often after all people in the same country with
different accents find it hard to understand each other.  This is in my
opinion not the only barrier to understanding.  Often the quality of
line is terrible. 
Voices have a hissy indistinct quality that make them difficult to
understand.

I think the issue of working to a script is a problem though.  It's hard
for anyone to work with people from a different country without having
been there.  1 or 2 day cultural training programs delivered in the
office just don't do it.  It's not that one country is better than
another but they are different.  I always find it better to just get
straight on with the meat of the call in these situations rather than
trying to make small talk. 
teaching people manufactured small talk about the weather or fish and
chips does not help!

lastly and importantly to offer good technical support on something the
person you are dealing with really needs to have personal experience of
the service including the types of equipment used.  if the problem is
complex or unusual and the person is working from a script this quickly
shows.  This is shown even more clearly when you start talking about
being visually impaired.  Sometimes you get a person in these call
centres who does use the internet at home and then you can start to get
somewhere as you have something in common.

You never know when you may need technical support and the last thing
you want is someone pretending to offer you technical support who has no
knowledge of the product apart from what they can read in front of them
on pieces of paper or the screen.

While for many services like Tiscali are very good, it is often only
when problems occur that you can really start to sepparate the good
services from the bad ones.  I think offering this tokenistic level of
customer service says something about how little companies do actually
value their customers as does writing Dear Valued Customer at the
beginning of a message rather than using mail merge to find the person's
name.  These things did have a hand in my decision to go with PlusNet.
A couple of years ago technical support quality did start to slip and so
did the company rating.  Steps have been taken to remedy this and
ratings have recovered somewhat.

Regards

Graham
Graham Page
Home Phone: 0207 265 9493
Mobile: 07753 607980
Fax:  0870 706 2773
Email: gpage@xxxxxxxxxxxxxx
MSN: gabriel_mcbird@xxxxxxxxxxx
Skype: gabriel_mcbird

----- Original Message ----- 
From: "phil stephenson" <phil@xxxxxxxxxxxxxxxxxx>
To: <access-uk@xxxxxxxxxxxxx>
Sent: Thursday, January 31, 2008 4:49 PM
Subject: [access-uk] Re: Bt total broadband - was ISP providers


> Hmm, Dave, I'm guessing you feel quite strongly about this then!
>
> I do note that the new o2 service does have an 0800  number for
support
> and/or it's free from o2 pay-monthly mobile users like myself.
>
> Thanks for your comments though.
>
> Cheers,
>
> Phil
>
>
>
>
> -----Original Message-----
> From: access-uk@xxxxxxxxxxxxx [mailto:access-uk@xxxxxxxxxxxxx] On
Behalf 
> Of
> Ankers, Dave (UK)
> Sent: 31 January 2008 15:14
> To: access-uk@xxxxxxxxxxxxx
> Subject: [access-uk] Re: Bt total broadband - was ISP providers
>
>
> Phil,
>
> BT Broadband technical help, ha that's not an 0800 number! and do you
like
> waiting ages to get through?
> plus can you understand our coloured friends in India, working to a
script
> and searching for answers on their databases ! They go round and
round,
> keeping you on the line, why because you're paying for it!
> and you'll be damn lucky if they actually fix it! Get the gallium
ready!
> If I had access to the big red button, I'd have blasted them to hell
many
> times over! it was good bye and good riddance when I switched to SKY.
> If I'd had access to cable, I'd have switched to them, just so I could
> completely rid myself of any dealings with BT.
> To sum up the quality of BT in one word, and this is true of many
other
> people I know, it's CRAP!
> I hope I've made my feelings about BT clear enough.  I still get hot
under
> the collar when I remember all the hours spent on the phone being past

> from
> one department to another, because none of them knew what they were
doing,
> or did they?....running up my phone bill!
>
> Dave
>
> Hi me again!
>
> Ok think I'm closing in on my search for a new ISP provider!  I have 
> decided
> not to carry on with Tiscali as I've had real trouble with them over
the
> past few days trying to speak to someone and getting some straight
answers
> from them, the worst of which being this morning when I waited a good
10
> mins to get through and just as I was being put t through got cut off,
I
> then retried and got through but was told "due to a systems failure I 
> would
> have to ring back tomorrow"...I was not happy!
>
> so of the others I have looked at I am still thinking of the new o2 
> service
> or the Bt total broadband top range option...of all the people I've
tired 
> to
> speak to today Bt were the most helpful and it was an 0800 number!
>
> so here's the question, what's people's experiences of using Bt
broadband
> and receiving customer support from them, in particular does anyone
out
> there use the Broadband talk option and if so how good is it and how
> accessible is the phone you get?
>
> I know I know there will be no doubt those of you who love Bt and
those of
> you who will have thrown a fit at the mere mention of them but would
be 
> good
> to hear your recommendations positive or negative!
>
> thanks as ever,
>
> Phil
>
>
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