Monthly Archives: July 2014

How BT does business with its customers – part 3

Fancy catching up on the full story? Start with part 1 and part 2.

Alan gets back to me the following week: “I checked this with our suppliers and the external work for your order is due to be completed on 16/06 with the internal work booked for 26/06. Once the external work is done I’ll expedite the appointment for the internal work with the aim of getting an appointment for 20/06. I’ll check this again on Monday 16/06 and will be in touch again then with an update.”

Alan gets back in touch on the 16/06 as promised: “External work completed and I’ve booked appointment for Friday 20/06 between 8am-1pm for the internal work to be done at your premises.”

At this stage, I’m thinking: this chap sounds efficient. I wonder whether the engineer will actually turn up on Friday… Continue reading