I just post this on another thread but then I noticed that the date of the previous post was 2015, so I have made a new thread.
I have just left BT, and yes it was about their crap customer support. It seems that whatever you say they have to contradict, argue, quibble, and correct everything you say, you cannot be allowed to leave the call having won an argument. As you say there is outright lying as well involved, to cover their lack of technical knowledge - they dont know they dont know and therefore have full confidence in their claims.
They pull one trick after another, one fast one after another; in the last week I was with them their behaviour over the phone worsened as they knew I was leaving I suspect; I was on the phone with a guy, who stated that he recognised myself from four previous calls with himself, he then stated that on the last call I kept repeating "I am still here!" - and too right I would when he was trying to pull enough silence on the call so that he could use the BT rule that if there is a long enough period of silence then the hapless call centre staff can end the call (and keep their job) so I was thwarting that. I then asked what is it with you how many times I have called, why does it matter to you? His reply was a couple of seconds of silence before ending the call.
A woman claimed to be a manager off-the-batt the first call so to speak. That is a rare occurrence so I did not believe her. She said OK I will get someone else on the call, so she puts me in the queue, a couple of minutes later the call was dropped - a long enough spell of silence to end the call and keep her job.
I could go on and on with this kind of crap behaviour.
Complaints - dont make me laugh - the complaint is submitted to the organisation about their behaviour, however, the organisation gets to be the judge, jury, and executioner in your complaint, with the only goal to cover up their bad doing. Bt cannot - just like other companies - give you the result of a complaint; all I get is an email saying the complaint has been closed, but with no indication what the result of the complaint was. I asked, as they kept asking myself what I would like as a result of the complaint, to have a written confirmation of what happened to the person I complained about, the staff couldnt get over it, couldnt move on, couldnt adapt, couldnt talk about anything else, apart from the fact that that would be a bad idea.
BT staff are full of hubris about themselves, and their abilities; they are legends in their own minds. They really do not believe they are doing anything wrong.
I have just left BT, and yes it was about their crap customer support. It seems that whatever you say they have to contradict, argue, quibble, and correct everything you say, you cannot be allowed to leave the call having won an argument. As you say there is outright lying as well involved, to cover their lack of technical knowledge - they dont know they dont know and therefore have full confidence in their claims.
They pull one trick after another, one fast one after another; in the last week I was with them their behaviour over the phone worsened as they knew I was leaving I suspect; I was on the phone with a guy, who stated that he recognised myself from four previous calls with himself, he then stated that on the last call I kept repeating "I am still here!" - and too right I would when he was trying to pull enough silence on the call so that he could use the BT rule that if there is a long enough period of silence then the hapless call centre staff can end the call (and keep their job) so I was thwarting that. I then asked what is it with you how many times I have called, why does it matter to you? His reply was a couple of seconds of silence before ending the call.
A woman claimed to be a manager off-the-batt the first call so to speak. That is a rare occurrence so I did not believe her. She said OK I will get someone else on the call, so she puts me in the queue, a couple of minutes later the call was dropped - a long enough spell of silence to end the call and keep her job.
I could go on and on with this kind of crap behaviour.
Complaints - dont make me laugh - the complaint is submitted to the organisation about their behaviour, however, the organisation gets to be the judge, jury, and executioner in your complaint, with the only goal to cover up their bad doing. Bt cannot - just like other companies - give you the result of a complaint; all I get is an email saying the complaint has been closed, but with no indication what the result of the complaint was. I asked, as they kept asking myself what I would like as a result of the complaint, to have a written confirmation of what happened to the person I complained about, the staff couldnt get over it, couldnt move on, couldnt adapt, couldnt talk about anything else, apart from the fact that that would be a bad idea.
BT staff are full of hubris about themselves, and their abilities; they are legends in their own minds. They really do not believe they are doing anything wrong.