This is a guest post, submitted by my lovely father in law Jim on the failure by BT to sort out their connection to BT Sport. It is woeful that something so simple should have turned into a farce.
Here is the email I received this week:
Following the strong advertising campaign by BT Sport we decided to take the plunge.
In the second half of July 2013 my wife made contact and the process started: we requested BT Infinity Option 1 Broadband and BT Sport installation.
In a letter dated 26th July we were advised:
New calling plan starts 06AUG
New Broadband starts 06AUG
Broadband engineer visit 06AUG 1pm/6pm
Broadband equipment delivery 02AUG
Yes, two parcels did arrive on the 2nd
Yes, an engineer did arrive on the 6th ca 3pm but what happened?
We live in Wilmslow, Cheshire in a late 19th century house with cellars and three storeys of accommodation and the fact that our TV is in our living room and our computer is on the first floor appeared to present a huge problem. We dismissed the suggestion that we move the computer to the ground floor and after stating it was a two-man job the engineer packed his tools, cable and fittings back in his van. During discussion we learned he was not allowed to drill through wood but that he would report that two men were needed to complete the work. (We subsequently learned that he had not reported this).
(Mummy B: Not allowed to drill through wood. Have you ever heard anything SO ridiculous in all your life? The homeowner is there, giving you permission but … oh no, there is clearly some BT Policy Statement that forbids the use of the BT issued drills being used to drill through wood.)
We were then honoured with an appointment for 20th Aug -13.00/1800
But at 10.00 on that day we were ‘phoned from foreign parts cancelling.
The next appointment was then set for Monday 2nd September 1300/1800 but nobody came and no one telephoned. I then ‘phoned asking for a visit later in the week and received a call on Tuesday 3rd offering a visit on Thursday, Friday or Saturday all 0800/1300. I chose Friday, 6th.
No joking – no one came, no one ‘phoned. More ‘phone calls revealed a booking for 16th September which was news to us!
So from end-July we’ve had promises of visits on:
Our prayer wheels are now on overdrive!
We’ve spent ca 3-4 hours on the ‘phone to BT Sports people and we have a shedfull of apologies both profuse and plain but no access to BT Sports on the screen!
The marketing of the new facility should make Managing Director Mr Warren Buckley very pleased indeed but the “delivery” and “after sales service” has been absolutely pathetic! (My wife has vetoed a four letter word which I had intended to use.)
I had, by now, expected to be “A delighted customer”.
CLEARLY I AM NOT!
Any comment BT? This is ridiculous.
Seems to me that your tagline of being “unmissable” is a bit misleading. It clearly is missable because right now, at a certain house in Wilmslow it is impossible to watch at all.