What's that customer service you are talking about? AVOID PLUSNET IF YOU CAN

[#1]

Fundamentally the problem is cost or price.
Everyone seems to 'want' BB at next to zero cost - while at the same time everyone 'wants' a better service.....but are not in reality prepared to pay for it and would actually rather put up with the rubbish service.
The success of low cost/no frills airlines bears this out: terrible service - yet people still use them and the airlines know this and know their market sector.
From what I see BTOR are trying to run a Just In Time system
But you can only do that when the system and the inputs are controllable - like car manufacturing.
BT's work is so variable with some jobs taking 10 minutes to sort while others are a half day job at least.
On here we hear stories of BT not turning up while on the same page are stories of BT bodging up the repair and then leaving.
So which do you want?
Either the man turns up and the previous job is bodged -or the previous job is sorted properly and then the next one is a no-show.
The solutions are well known - build in slack either with more time left spare or more people spare and available.
So that means appointments are going to go way out into the future - and you all want things done NOW don't you?
Alternatively you need a lots more staff doing not much waiting for the disaster - but you don't want to pay for this do you?
Finally I'll bet all those criticizing BTOR for bodging up the repair and not totally replacing the cable are just as bad bodging up their house and not doing the job properly as it would 'cost too much'.

[#2]

"Finally I'll bet all those criticizing BTOR for bodging up the repair and not totally replacing the cable are just as bad bodging up their house and not doing the job properly as it would 'cost too much'."
Or - possibly not "all" their critics. It might just be the opposite. They do a house or other job properly, and can foresee it costing more in the long term if it's only "bodged". Hence, the criticism of BTOR not doing a "proper" job when, more than likely, that will mean an eventual return visit to do it properly.

[#3]

Quote from: x47c

The success of low cost/no frills airlines bears this out: terrible service - yet people still use them and the airlines know this and know their market sector.

So Ryanair are doing badly and are changing their policy to try to be more helpful and Easyjet are doing well because they offer a slightly higher level of service - it was on the news recently.

Quote from: x47c

The solutions are well known - build in slack either with more time left spare or more people spare and available. So that means appointments are going to go way out into the future - and you all want things done NOW don't you? Alternatively you need a lots more staff doing not much waiting for the disaster - but you don't want to pay for this do you?

As discussed elsewhere on a thread about the Leeds Call Center and how many staff it needs, queuing theory is very complex and neither of the statements you make are necessarily true. It works similarly to the old saying earn one pound, spend 99p - happiness, earn one pound, spend one pound and one penny - disaster.

Quote from: x47c

Finally I'll bet all those criticizing BTOR for bodging up the repair and not totally replacing the cable are just as bad bodging up their house and not doing the job properly as it would 'cost too much'.

This seems gratuitously offensive. It is more likely those who do not bodge things themselves who are incensed by BTOR bodging jobs.

[#4]

It's now been more than two weeks since i cancelled. No one bothered contacting me to tell me what is the final charge, i did however just got an email that my account has been deleted.... DESPITE TWO open tickets, one being a dispute. 

[#5]

Hi greogr, I can see our complaints team have this in hand and should be in touch with you soon.