I did email them
a while back, and it wasn't a rant it was a detailed description of what was going on and what I wanted done about it.

They replied that they were going to get a BT engineer sent out to my address???? - that didn't happen either, not that I believe a BT engineer would help in any case (I think they may have cocked up again).

I'm not after revenge, or even continuation of my service - I'm quite happy to move to another firm, but I want it to happen quickly as I work from home a lot, and am not bothered about the cost.
(dchurch bah, Thu 3 Dec 2009, 10:44, 1 reply, 16 years ago)

Email is not the same.
I worked for a couple of years in financial services administration so I have a fair inkling about how these things work. Phonecalls and emails are not taken seriously but an actual letter will be treated as a piece of work and will be logged on a system and have a deadline for completion of that piece of work.

Also, a letter that has a complaining tone is not a letter of complaint, so you want LETTER OF COMPLAINT above "Dear Sir or Madam". It will now be logged as a letter of complaint and will have to be acted upon if they want to keep their "Investors in excellence" award (all companies have these shitty awards).

Honestly, it's these details that get admin issues resolved.
( Colonel Dracula Two manky hookers and a racist dwarf, Thu 3 Dec 2009, 10:54, Reply)

Understood
but I really don't want it resolved, I just want to move elsewhere. I don't want to give them any more of my money.

They've just cocked up too many times, and lied to me and my friend twice. Mistakes I can understand, lying to your (long standing) customers I cannot.

...and at 40 quid + VAT each month, I expected a little more 'customer service' than you get from Tiscali, BT etc...
(dchurch bah, Thu 3 Dec 2009, 10:58, Reply)

Trust me on this
What ever it is you want them to do, write it in a concise letter with "Letter of complaint" at the top. If nothing happens send it again, stating that this is the second letter and send it recorded delivery.

I had a similar problem with Sky, I phoned them to cancel my service and they didnt and kept taking money from my account. I sent the letter of complaint and I was refunded ALL MONEY. Nobody in the history of Sky has ever received a refund and a letter of apology. Nobody.

Forget calling the numpties, forget emails that can be denied, write a letter.
( Colonel Dracula Two manky hookers and a racist dwarf, Thu 3 Dec 2009, 11:04, Reply)

I
had the same with Sky. I cancelled ('cos it was shite), and they continued taking the dosh.

I too got my money refunded - no apology though.
(dchurch bah, Thu 3 Dec 2009, 12:20, Reply)