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Off Topic/Non-philatelic Disc. : Success at fighting Big Telecom

 

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Brechinite
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Neddie Seagoon from The Telegoons

02 Aug 2018
04:37:08am

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Success at last.

I've been fighting British Telecom since before Christmas 2017. They have been overcharging me on every bill since then.
I went through their system and over the past wee while they have credited my account but never sorted the main problem.
Last week I finally "lost the rag" as one of their senior complaints officers said he couldn't fix the problem but offered a measly £103.00 credit to cover the problems that would arise in the future, until the end of the contract in October 2019. I pointed out that his offer was £75.00 "light" and that I had emailed the CEO of BT with the problem. His response was " Aye good luck with that. He never gets involved."
A few hours later, the CEO's office contacted me and we struck a deal, £435.00 Credit!!
It arrived today.

YYIIPPPEEEE!!

To get the CEO's attention I put "From one CEO to Another" as the subject and started the email with a poem.

" There is a loyal customer from Angus,
His bill he would like to discuss.
The overcharging continues apace,
It really is a disgrace.
Please help this customer from Angus.


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BenFranklin1902
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Tom in Exton, PA

02 Aug 2018
09:57:54am

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re: Success at fighting Big Telecom

Good Deal!

I'm about to engage battle with Verizon here in the USA. As a loyal customer since they've offered service, I have a serious problem that they offer new accounts much better terms than they will give to me.

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michael78651
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02 Aug 2018
10:10:08am
re: Success at fighting Big Telecom

Congratulations on adjustment. Believe me that the last thing managers out in the field want is a customer "Going to corporate". I hope you let the CEO know about the bloke who said that the CEO didn't care. There should be an opening at the company if you did.

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Brechinite
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Neddie Seagoon from The Telegoons

02 Aug 2018
10:22:31am

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re: Success at fighting Big Telecom

Benfranklin1902:- Here's hoping you can get through to the right person that can actually do something.
Trying to get through to someone is the biggest problem. They all set up their "systems" to stop you getting through to corporate. I was able to do it as there are one or two government departments in the UK that hold information on all public companies.
What surprised me is that no one at BT can go into their system and change an existing contract even if it is the wrong amount. (Yet they can always add a price increase!!)

Micheal78651. I didn't complain about the guy that said the CEO didn't care as he was probably only following the guidelines of how to put off customer complaints. I did however email the CEO to thank him and his staff, especially the guy from his office who sorted everything out.

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51Studebaker
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Dialysis, damned if you do...dead if you don't

02 Aug 2018
11:20:34am
re: Success at fighting Big Telecom

In the US one of the best resources is a State Attorney General Consumer Affairs Office; they can assists in most any consumer issues. In fact, most of the time if you let the company know that you are going to contact the State Attorney General Consumer Affairs Office they will immediately fold and accommodate your request.
https://www.usa.gov/state-consumer
Don

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StampWrangler
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02 Aug 2018
01:33:46pm
re: Success at fighting Big Telecom

Congrats on your success! The big utility monopolies are the worst. Staffed with people who don't care and supervisors who care even less. Almost impossible to get through to anyone willing to lift a finger - unless you want to increase your services - they just want to get you off the phone as soon as possible. Our Verizon service was sold a couple of years ago to Frontier - what a total nightmare - I ended up cancelling service altogether and going with my cable co. Anyway, good for you for winning the battle!

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doomboy
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02 Aug 2018
03:08:02pm
re: Success at fighting Big Telecom

"I'm about to engage battle with Verizon here in the USA. As a loyal customer since they've offered service, I have a serious problem that they offer new accounts much better terms than they will give to me. "



Good luck, Tom. I've come to the conclusion that current business practices amongst North American companies (particularly banks and phone companies) seem to work on a 'disloyalty' basis - that if one wishes to get ahead, they must be jump around to find the best deal. I seem to remember when, starting out on my 'real' adult journey some thirty years ago, customer loyalty meant something and that there were definite perqs that could be had(not simply point cards).

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TuskenRaider
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02 Aug 2018
03:16:11pm
re: Success at fighting Big Telecom

Hi Everyone;

Here is a method I used many years ago, when I used to use Macintosh computers.

I ordered from a retailer and paid by check (no PayPal in those days), for a NEC CD Rom drive. It never arrived and I called the company repeatedly with no results. I was also a subscriber to several Macintosh magazines, MacWorld, MacUser, and PCWorld. I looked for the ad for this CD rom drive that I ordered from.

I xeroxed the specific ad from this retailer, and sent a copy to the editors of each of the three magazines, with an explanation of the problem. Two wrote back with very sympathetic replies. However MacUser got on the phone and made some calls. They explained that the advertiser from their magazine, never had the drives in their warehouse, and was in receivership and filed chapter 13.

MacUser then contacted the actual manufacturer, who sent me a brand new drive and about four free CDs with clip-art and tons of neat stuff. Guess which magazine I kept at renewal time, along with letters to the editors explaining why I would not be renewing, and a nice thank you letter to MacUser, and their editor.

I was real happy with the outcome. Sometimes I pays to spend some time on the phone, until you find someone who will work with you, and make things right.

Still just sortin'....
TuskenRaider

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Brechinite
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Neddie Seagoon from The Telegoons

02 Aug 2018
03:40:09pm

Auctions - Approvals
re: Success at fighting Big Telecom

51Studebaker:- Yeah We have a number of government "watchdogs", who are supposed to oversee these utility companies.

They are about as much use as a chocolate teapot.


e.g. ALL telecom companies are allowed EIGHT weeks before they need to respond to the consumers complaint, if you follow their "complaints procedure".
The watchdog that is supposed to look after the consumers interest over the Electricity and Gas companies has agreed levels of compensation with the power companies that are pitiful for the consumer.

It is like the criminals running the justice system!!!


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"StayAlert.......Control The Virus.......Save Lives."
ernieinjax
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02 Aug 2018
07:08:44pm
re: Success at fighting Big Telecom

Way to hang in there Ian! Give 'em what for! Lol

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malcolm197

24 Sep 2018
06:51:35am
re: Success at fighting Big Telecom

I had a problem with BT broadband. I called their helpline, who had the line checked remotely. They couldn't find a problem, so they sent out a line engineer with the usual caveat ( if it is your problem you will pay for the callout.) The engineer said "your modem is faulty ask for a new one". BT didn't accept that as it was a line engineer not a broadband engineer ( they outsource their engineering ).


To cut a long story short, three line engineers, two broadband engineers, one independent computer doctor ( paid by myself ), ten phone calls and three weeks without access later - guess what. My Modem was faulty !!


What compensation did I get ? Three weeks credit on my account. Oh and a free new Modem.

Malcolm

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Brechinite
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Neddie Seagoon from The Telegoons

24 Sep 2018
06:12:55pm

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re: Success at fighting Big Telecom

YYYUUUPPP!!!

What does BT stand for?

BLOOMIN' TERRIBLE!!!.....(or words to that effect)

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lemaven
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25 Sep 2018
09:47:40am
re: Success at fighting Big Telecom

I'm happy for your victory Ian.

I'm even happier you aren't from Nantucket.

Dave.

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Brechinite
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Neddie Seagoon from The Telegoons

25 Sep 2018
11:22:38am

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re: Success at fighting Big Telecom

Oh Lemaven

You know that Limerick too!!

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"StayAlert.......Control The Virus.......Save Lives."
        

 

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Members Picture
Brechinite

Neddie Seagoon from The Telegoons
02 Aug 2018
04:37:08am

Auctions - Approvals

Success at last.

I've been fighting British Telecom since before Christmas 2017. They have been overcharging me on every bill since then.
I went through their system and over the past wee while they have credited my account but never sorted the main problem.
Last week I finally "lost the rag" as one of their senior complaints officers said he couldn't fix the problem but offered a measly £103.00 credit to cover the problems that would arise in the future, until the end of the contract in October 2019. I pointed out that his offer was £75.00 "light" and that I had emailed the CEO of BT with the problem. His response was " Aye good luck with that. He never gets involved."
A few hours later, the CEO's office contacted me and we struck a deal, £435.00 Credit!!
It arrived today.

YYIIPPPEEEE!!

To get the CEO's attention I put "From one CEO to Another" as the subject and started the email with a poem.

" There is a loyal customer from Angus,
His bill he would like to discuss.
The overcharging continues apace,
It really is a disgrace.
Please help this customer from Angus.


Like 
8 Members
like this post.
Login to Like.

"StayAlert.......Control The Virus.......Save Lives."
Members Picture
BenFranklin1902

Tom in Exton, PA
02 Aug 2018
09:57:54am

Approvals

re: Success at fighting Big Telecom

Good Deal!

I'm about to engage battle with Verizon here in the USA. As a loyal customer since they've offered service, I have a serious problem that they offer new accounts much better terms than they will give to me.

Like 
1 Member
likes this post.
Login to Like.
Members Picture
michael78651

02 Aug 2018
10:10:08am

re: Success at fighting Big Telecom

Congratulations on adjustment. Believe me that the last thing managers out in the field want is a customer "Going to corporate". I hope you let the CEO know about the bloke who said that the CEO didn't care. There should be an opening at the company if you did.

Like
Login to Like
this post

www.hipstamp.com/sto ...
Members Picture
Brechinite

Neddie Seagoon from The Telegoons
02 Aug 2018
10:22:31am

Auctions - Approvals

re: Success at fighting Big Telecom

Benfranklin1902:- Here's hoping you can get through to the right person that can actually do something.
Trying to get through to someone is the biggest problem. They all set up their "systems" to stop you getting through to corporate. I was able to do it as there are one or two government departments in the UK that hold information on all public companies.
What surprised me is that no one at BT can go into their system and change an existing contract even if it is the wrong amount. (Yet they can always add a price increase!!)

Micheal78651. I didn't complain about the guy that said the CEO didn't care as he was probably only following the guidelines of how to put off customer complaints. I did however email the CEO to thank him and his staff, especially the guy from his office who sorted everything out.

Like
Login to Like
this post

"StayAlert.......Control The Virus.......Save Lives."
Members Picture
51Studebaker

Dialysis, damned if you do...dead if you don't
02 Aug 2018
11:20:34am

re: Success at fighting Big Telecom

In the US one of the best resources is a State Attorney General Consumer Affairs Office; they can assists in most any consumer issues. In fact, most of the time if you let the company know that you are going to contact the State Attorney General Consumer Affairs Office they will immediately fold and accommodate your request.
https://www.usa.gov/state-consumer
Don

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1 Member
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Login to Like.

"Current Score... Don 1 - Cancer 0"

stampsmarter.org
Members Picture
StampWrangler

02 Aug 2018
01:33:46pm

re: Success at fighting Big Telecom

Congrats on your success! The big utility monopolies are the worst. Staffed with people who don't care and supervisors who care even less. Almost impossible to get through to anyone willing to lift a finger - unless you want to increase your services - they just want to get you off the phone as soon as possible. Our Verizon service was sold a couple of years ago to Frontier - what a total nightmare - I ended up cancelling service altogether and going with my cable co. Anyway, good for you for winning the battle!

Like
Login to Like
this post
Members Picture
doomboy

02 Aug 2018
03:08:02pm

re: Success at fighting Big Telecom

"I'm about to engage battle with Verizon here in the USA. As a loyal customer since they've offered service, I have a serious problem that they offer new accounts much better terms than they will give to me. "



Good luck, Tom. I've come to the conclusion that current business practices amongst North American companies (particularly banks and phone companies) seem to work on a 'disloyalty' basis - that if one wishes to get ahead, they must be jump around to find the best deal. I seem to remember when, starting out on my 'real' adult journey some thirty years ago, customer loyalty meant something and that there were definite perqs that could be had(not simply point cards).

Like
Login to Like
this post
Members Picture
TuskenRaider

02 Aug 2018
03:16:11pm

re: Success at fighting Big Telecom

Hi Everyone;

Here is a method I used many years ago, when I used to use Macintosh computers.

I ordered from a retailer and paid by check (no PayPal in those days), for a NEC CD Rom drive. It never arrived and I called the company repeatedly with no results. I was also a subscriber to several Macintosh magazines, MacWorld, MacUser, and PCWorld. I looked for the ad for this CD rom drive that I ordered from.

I xeroxed the specific ad from this retailer, and sent a copy to the editors of each of the three magazines, with an explanation of the problem. Two wrote back with very sympathetic replies. However MacUser got on the phone and made some calls. They explained that the advertiser from their magazine, never had the drives in their warehouse, and was in receivership and filed chapter 13.

MacUser then contacted the actual manufacturer, who sent me a brand new drive and about four free CDs with clip-art and tons of neat stuff. Guess which magazine I kept at renewal time, along with letters to the editors explaining why I would not be renewing, and a nice thank you letter to MacUser, and their editor.

I was real happy with the outcome. Sometimes I pays to spend some time on the phone, until you find someone who will work with you, and make things right.

Still just sortin'....
TuskenRaider

Like 
1 Member
likes this post.
Login to Like.

www.webstore.com/sto ...
Members Picture
Brechinite

Neddie Seagoon from The Telegoons
02 Aug 2018
03:40:09pm

Auctions - Approvals

re: Success at fighting Big Telecom

51Studebaker:- Yeah We have a number of government "watchdogs", who are supposed to oversee these utility companies.

They are about as much use as a chocolate teapot.


e.g. ALL telecom companies are allowed EIGHT weeks before they need to respond to the consumers complaint, if you follow their "complaints procedure".
The watchdog that is supposed to look after the consumers interest over the Electricity and Gas companies has agreed levels of compensation with the power companies that are pitiful for the consumer.

It is like the criminals running the justice system!!!


Like
Login to Like
this post

"StayAlert.......Control The Virus.......Save Lives."
Members Picture
ernieinjax

02 Aug 2018
07:08:44pm

re: Success at fighting Big Telecom

Way to hang in there Ian! Give 'em what for! Lol

Like
Login to Like
this post
malcolm197

24 Sep 2018
06:51:35am

re: Success at fighting Big Telecom

I had a problem with BT broadband. I called their helpline, who had the line checked remotely. They couldn't find a problem, so they sent out a line engineer with the usual caveat ( if it is your problem you will pay for the callout.) The engineer said "your modem is faulty ask for a new one". BT didn't accept that as it was a line engineer not a broadband engineer ( they outsource their engineering ).


To cut a long story short, three line engineers, two broadband engineers, one independent computer doctor ( paid by myself ), ten phone calls and three weeks without access later - guess what. My Modem was faulty !!


What compensation did I get ? Three weeks credit on my account. Oh and a free new Modem.

Malcolm

Like
Login to Like
this post
Members Picture
Brechinite

Neddie Seagoon from The Telegoons
24 Sep 2018
06:12:55pm

Auctions - Approvals

re: Success at fighting Big Telecom

YYYUUUPPP!!!

What does BT stand for?

BLOOMIN' TERRIBLE!!!.....(or words to that effect)

Like
Login to Like
this post

"StayAlert.......Control The Virus.......Save Lives."
Members Picture
lemaven

25 Sep 2018
09:47:40am

re: Success at fighting Big Telecom

I'm happy for your victory Ian.

I'm even happier you aren't from Nantucket.

Dave.

Like
Login to Like
this post
Members Picture
Brechinite

Neddie Seagoon from The Telegoons
25 Sep 2018
11:22:38am

Auctions - Approvals

re: Success at fighting Big Telecom

Oh Lemaven

You know that Limerick too!!

Like
Login to Like
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"StayAlert.......Control The Virus.......Save Lives."
        

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