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Old 7th December 2018, 10:02   #41
jackatesme
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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.
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Old 7th December 2018, 13:22   #42
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Anyone can, and has a right to write directly to the CEO. However, with a company the size of BT, the CEO will not have enough hours in the day to deal with all ceo complaints. They will be intercepted and dealt with by the relavant department.

The CEO will want to know about "complaint trends" in order to improve the service
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Old 7th December 2018, 13:30   #43
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Quote:
Originally Posted by Nick Greg View Post
.............
By the way you never did answer the question as to how costs increase because we may choose to contact the CEO?
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 View Post
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!

Last edited by mss; 7th December 2018 at 13:47..
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Old 7th December 2018, 13:32   #44
mss
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Quote:
Originally Posted by greendriver View Post
Anyone can, and has a right to write directly to the CEO. However, with a company the size of BT, the CEO will not have enough hours in the day to deal with all ceo complaints. They will be intercepted and dealt with by the relavant department.

The CEO will want to know about "complaint trends" in order to improve the service

Thank you. Someone who understands how it works.
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Old 7th December 2018, 13:38   #45
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Quote:
Originally Posted by jackatesme View Post
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.
So itís not the router, itís not the fibre upgrade and itís not the copper wire. You described how worse it is in wet weather. John, you have shown much patience and endurance over the 2 years itís been faulty. Hopefully the CEO is going to get to the root of the problem. He claims he likes to deal with email complaints from customers direct. Whatever his response is, its certainly time you had satisfaction and closure.
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Old 7th December 2018, 14:36   #46
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Quote:
Originally Posted by mss View Post
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.



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!
Unbelievably tedious diatribe. I'm out of this post folks. I asked a 1 sentence question and its reponse is this ridiculous waffle.

If you want to mail the CEO just do so folks. Ignore advice to the contrary
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Old 7th December 2018, 14:48   #47
mss
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Quote:
Originally Posted by Nick Greg View Post
Unbelievably tedious diatribe. I'm out of this post folks. I asked a 1 sentence question and its reponse is this ridiculous waffle.

If you want to mail the CEO just do so folks. Ignore advice to the contrary
"diatribe" = a forceful and bitter verbal attack against someone or something

Really?


I am speechless.
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Old 7th December 2018, 15:00   #48
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Quote:
Originally Posted by mss View Post
"diatribe" = a forceful and bitter verbal attack against someone or something

Really?


I am speechless.
Your copious posts in defence of your beloved BT give evidence to the contrary.
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Old 7th December 2018, 15:00   #49
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Alternative meaning:

ironic or satirical criticism

Pick what you want to prove the point.
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Old 7th December 2018, 17:52   #50
mss
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Originally Posted by Darcydog View Post
Your copious posts in defence of your beloved BT give evidence to the contrary.

Member below engagement worthiness threshold. Ignored.
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