British Telecom is a good example of a company which has such a lousy reputation for the way it treats its customers that people set up websites to moan to the world about the awfulness. Despite the company trying to shut down dissent (see the furore caused a few years ago with the company stifling btirelandsucks.com) sites like btcomplaint.com still manage to get the word out, although judging from a recent post, the telco does absolutely nothing about complaints whatsoever even when lodged en masse.
My interest has been piqued by the fact that we are currently on the smelly end of the stick with regard to some rubbish service. Our landline has been out of commission since 2nd March (i.e. 2 weeks) and despite numerous calls to the BT outsourced helplines in India, complaints lodged via online forms and even a terse exchange of emails with one of its marketing flacks, the company resolutely refuses to fix the problem.
The BT Catch 22. You say your telephone line is broken, sir? Well, we’ll have to test it. Oh dear, we can’t test it because you are running broadband on it. Sorry. Click.
British Telecom supporters claim customers now have a choice in who to use, that it’s no longer a monopoly situation, but that’s not quite true. The fact is, if you have the temerity to ditch BT and sign up for a different supplier of the last mile, you leave yourself wide open to both companies claiming that the other is at fault if something goes wrong. At least if you stay with BT, the buck stops…well somewhere south of Bangalore.
It would be absolutely hilarious if it wasn’t so pathetic. The BT flack offered to fix my problem ‘with the minimum of fuss’ when I explained why I thought his company sucketh, but when I wrote back suggesting that giving journalists specialist treatment in order to get them to come along to press launches wasn’t really solving the company’s overall customer relations problem, it all went very quiet.
It’s this kind of dumb 18th century customer treatment that makes dinosaurs like this die long, protracted, painful deaths. And good riddance.