I wonder if BT senior management truly know just what a shambles their
customer services are?
Are there no BT people that read this forum?
Maybe you should give some of them the address to here, Tim.
Simon.
-----Original Message-----
From: Tim Trent [mailto:[log in to unmask]]
Sent: 08 February 2006 09:52
To: [log in to unmask]
Subject: Re: [data-protection] BT Suspends SMS Trial
There are some salutary lessons here.
The Customer Service rep from BT finally managed to have the wit to phone
me.
1) She had STILL not heard of the service
2) She works in a different call centre from the very nice and competent
manager
3) However he strove to put notes against this case number on the file, she
had not read them prior to the call
4) BT has NO instructions to staff over what to do when a Section 10 notice
arrives. I asked several times if she was aware that it was important and
had legal significance. She "had heard of the data protection act" and
"Knew it was important", but "We refer things to a manager when they get to
a certain point" and "this had not got to one yet".
She did not seem to understand that, if she did not understand the service
she could actually ask me, the complaining customer *precisely* what I was
talking about.
She asked me where I found the short dial number. I explained it was on the
web and would just "call it up on my computer" to give it to her. At no
time did she ask "Please may I have the web address where you found the
information.
She will call me back "probably ]later today". This despite being told
clearly that a section 10 notice has formal legal significance and expires
on Friday
Tim Trent - Consultant
Direct: +44(0)1344 392644 Mobile:+44(0)7710 126618
email: [log in to unmask]
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