Quote:
Originally Posted by Nick Greg
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By the way you never did answer the question as to how costs increase because we may choose to contact the CEO?
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I didn't realize there was a question on this earlier. Here is the answer and this applies to all large service organisations not just telecomms.
There is a common myth that CEO level complaints are looked at by the CEO. If you think about it, is the CEO of a £5bn to £50bn business really going to expend his time looking at a complaint from a person in Wales whose line is suffering issues due to moisture because it's always peeing down in Wales (humour intednded) and other similar complaints that arrive at his office each day? The boards of these companies have a "Senior Complaints" team that respond to complaints directed at the top layer of management. Once a complaint is received, one of the team will take ownership and progress it, normally using the same technical specialist teams that would be used if a complaint had been raised via the standard complaint procedure of the organisation. Once the issue is resolved, the resolution is reported back to the "Senior Level Complaints" team for report back to the complainant. You will see this type of approach in all sorts of service industries e.g. insurance, telecomms, banking.....
The increase in cost results from the fact that a "Senior Level Complaint" involves an additional layer of people on top of the standard complaints handling process which will normally be highly automated and optimised. Additional layer of people mean additional cost. This is also why low-cost service businesses such as couriers make it extremely difficult for a customer to obtain a direct contact into the organisation that bypasses its standard service desk.
Quote:
Originally Posted by jackatesme
To calm everyone down,this not the 1st time i have experienced a problem.
It has happened about 4/5 times over the 2 years.
Whenever the weather is wet i get problems. The 1st time i was advised to upgrade my router,the second time i was advised to upgrade to fibre which i did,each time costing more money.
The last engineer told me that the problem is with copper wire,so the upgrades have had no effect on the problem,so were pointless.
I have enquired about Virgin Media,but they are not operating in my area.
Last night i sent an e-mail ( begging letter ) to B.T. CEO. Awaiting response.  |
That puts a different light on the matter. Thank you for spoiling our fun that could otherwise have continued if you had not provided this helpful information.
You should also send a complaint to the CEO of Virgin for not providing service in your area. Have a gues as to why that is so!