Can you beleive it?
First off - genuine error. Yes they happen. Thats not my point.
No, I am saying BT Retail has a policy of 'If the address doesn't match on the system and we have no record of there being service there before then a chargeable order will be placed. If the Openreach engineer then confirms a line was previously used at the address the fee will be removed.'
Which they should have done. That policy is obviously not working, because they are obviously making too many mistakes. And besides of which, you would think they try a little harder.
That is all he said, she said. People often hear what they want to hear and not what is actually said. I am sure we all have examples of this. They wouldn't be able to prove that was what was said. Anyway, ultimately all orders are placed subject to survey so charges may apply regardless of what the advisor says over the phone.
So your saying you dont beleive him?
That would be because the advisor wasn't able to find the address on the database. They should have, and obviously didn't, spoken to the Postal Address Finder team to help them find the address. As they didn't they assumed the address hadn't had service and placed a full provide order. Addresses in Wales and north Scotland can be difficuly to match due to spellings and sometimes customer give less than adequate information to assist advisors in finding addresses.
So whos fault is that? Blatently its BTs fault. As as for you inferring the address was given wrong, get lost. My mother is very sharp, and she did the order while my gran was there. Also, she asked for confirmation.
This would indicate the advisor researched the database and was able to find the address. They then cancelled the original order and placed a new order.
So please explain how this was possible when the only different thing my mum told them was that they are charging wrongly according to the BT website, and that there was BT sockets already in the house?
According to you, the support agent would had to have confirmed the proper address, as they apperently had it wrong in the first place otherwise the charge and wait wouldnt be given in the first place.
Fair point but not really a lot BT Retail can do on that one unless people phone then to double check is there?
So I should phone and double check every order with things I know nothing about? What planet do you live on? How the hell is my gran expected to know that BT has gotten it wrong, very wrong? Besides that, my mum DID and they still said the same. It was only the third time when she said about the sockets they suddenly changed their mind. So either she spoke to more than one useless advisor, or the system is flawed.
Not at all as my explanation shows. It looks likes the problems were down to advisor error as opposed to any sort of system problem. If there were system problems then your gran would have had to wait and would have been charged the installation fee.
It 'looks like'? You actually have no idea what happened, you are guessing completely. And you blame everything in your post except BTs systems.
If the system was any good, it wouldnt make such glaring errors as that - nor allow so many chances for operator errors.
Not at all as my explanation shows. It looks likes the problems were down to advisor error as opposed to any sort of system problem. If there were system problems then your gran would have had to wait and would have been charged the installation fee.
Thats the point, she
did.
If my mum hadnt of contacted them, and had to argue it, my gran would have had the wait at least. And you expect me to beleive that they wouldnt have charged her if the engineer came out? Right, I'll beleive that.
See that argument can be argued everywhere. My gran is partially sighted, if she buys bean in Asda and the shelf label says 40p but she gets charged 50p then she won't know it as the print on the receipt is so small. How is she going to know Asda have ripped her off if Asda won't contact her about the situation?
I just have to shoot this down...
Thats an incredibly stupid anology. It has nothing to do with any of these situations. The price of the beans is on the label. BT are telling people there is a charge, and wait for a *service* they are providing. BT are making a mistake, your partially sighted gran can see it (or ask someone to check) and go back. How was my gran supposed to know exactly?
And £100+ isnt exactly a can of beans is it?
It all points to BT needing to sort out their processes, and that they are (intentionally or uncaringly) ripping off many customers.