I am currently in the process of being flabberghasted
I've got a call open with BT regarding one of our sites with network issues. The call (logged online) has been updated to say that an engineer's due to visit. I thought I'd better find out when he was going to be there since as they currently don't have any network, the staff have moved to another site. I confess that I thought that it might be useful to make sure there'd be somebody onsite to open the door for him.

After I got through to somebody (five minutes worth of phone ringing) and explained my problem, I was put on hold (three minutes). I was then asked when the appointment had been made for the engineer to visit. I pointed out that this was why I called. I said that there was no information on the online call and that I would need to make sure somebody was there to let the engineer in. I was put on hold (two minutes) before being given the information about the previous engineer that visited yesterday. No, I want to know about the engineer that's due to visit, not the one that's already visited. I get put on hold again (3 minutes) and then get told that my call will be escalated to find out why it's taking so long.

After explaining that I'm not trying to make a complaint, I just want to make sure somebody will be there to receive the guy I get put on hold once more (5 minutes) and then am told that he could be onsite now for all they know and to call back tomorrow after 10am so that the engineer has time to update his notes.

To summarise, I should call back tomorrow to find out when today's engineer is going to visit.

SInce hanging up, the site's started responding again.
( Kroney, Wed 8 Dec 2010, 12:13, Reply)