I’m decided to help my 80-year-old dad, JF, and his companion who’ve been left and never utilizing a landline for larger than two months by BT.
This is especially troublesome as my dad has kin in Canada that he usually telephones every weekend, and his companion is Japanese. Both desire a landline to call their households with a purpose to not likely really feel isolated.
Despite fairly just a few ensures, larger than 10 hours of phone calls to the company, booked and missed appointments, and two complaints being raised, nothing has occurred.
Six months previously my dad and his companion moved nearer to me so I’d help them further. They had not moved in virtually 40 years and positioned the strategy traumatic. Now to be left with no technique of phoning family is together with to this.
I merely want to know what I have to do to get my dad a landline. BT has taken his money and made quite a lot of ensures. I’ve outlined fairly just a few events about his age and that he’s prone, nevertheless no one is listening.
HF, Wokingham
BT makes semi-regular appearances on this column owing to its typically shoddy remedy of landline prospects. But even with the bar set low, the company surpassed itself in its dealings collectively along with your father, as a result of the longer account you despatched me particulars a comedy of errors along with two engineer no-shows and a £53 bill for a router that acknowledged: “Sorry to see you go.” When you tried to log a grievance on its website online, it didn’t recognise the account amount on the bill!
I requested BT to sort this out, and I’m blissful to report that your dad can now make calls as soon as extra. Apparently there have been quite a lot of failed orders in his title that should have led to it being escalated. BT knowledgeable me: “We’re very sorry that JF’s experience fell below the high standards we always strive to provide to our customers. JF has accepted our offer of goodwill and his complaint has been resolved.”
Your father is grateful for the £400 compensation, nevertheless you keep concerned about one of the best ways he was dealt with and that it’d happen to totally different prone of us, as none of BT’s safeguards or grievance escalation routes appeared to work.
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