Author Archives: Customer Champion

I’m back online – thanks to TSO Host!

My web hosting with Bluehost (a US-based web hosting provider) came to an end mid-February. The renewal price was exorbitant, so I decided to switch provider.

First, I spent about 3 weeks trying to get hold of my blog files. Every time, I’d be told by Bluehost’s Technical Support team to follow a series of steps but the instructions provided did not work. I tried from different machines. I cleared the cookies. Their control panel remained unresponsive and I couldn’t download my files. Continue reading

The spirit of Christmas not to be found at Waitrose Cambridge

Christmas Eve at Waitrose Cambridge

It’s a long-standing tradition for supermarkets across the country to play their part in spreading a bit of Christmas cheer by clearing their food stocks just before they close on Christmas Eve, slicing turkey prices and other Christmas dinner essentials. Continue reading

Perhaps I should move to the Cotswolds

I don’t know what it is about the Cotswolds, but wherever I went, I saw customer service I don’t see in East Anglia.

At a DIY shop, the assistant was just as helpful with advising on me where to get Cotswolds stones as with recommending cream tea places in the area.

At a local village pub, my peppermint tea arrived with a delightful shortbread biscuit and the pub manager even offered me the recipe when I complimented her on her bake.

Continue reading

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

How BT does business with its customers – part 2

Remember the order I placed for BT Infinity back on March 12th? If you don’t, then read this blog post first.

So with the activation date finally agreed to May 6th, BT calls a few days earlier stating that ‘the appointment confirmed for 6th May has unfortunately not been confirmed with the engineers’ diary, so we need to reschedule’.

So a fourth appointment is now booked, this time for May 22nd. Wanting to take the utmost precaution, I email BT the day before the engineer’s visit requesting categorical confirmation that the appointment is still going ahead. BT rings me at 8:30am the next day: ‘an engineer is definitely coming today between 8am and 1pm’. Continue reading

How BT does business with its customers – part 1

Wind back to March 12th and find me placing an order for BT Infinity. I arrange an appointment for the service to be activated on March 26th between 8am and 1pm. All is well in the best of possible worlds.

Come March 26th, and my other half is eagerly waiting at home for the BT engineer to turn up and get the service going. At 2:30pm, he phones me perplexed ‘But where is he? I’ve been waiting here all day!’. Continue reading