to me Dear Mr Potts
Thank you very much for your email and your feedback. I’m disappointed that you’re still unhappy with my suggestion on how to resolve this for you and I find it upsetting that you feel we have tried to bully or intimidate you. That is in no way my intention nor indeed Warren’s.
The broadband cease charge is an industry standard charge passed by the regulators and is a published price within our terms and conditions. You can see more detail at www.bt.com/terms
I fully understand that the implications of the new broadband discount may not have been clearly explained or outlined to Mr Potts and it was on that basis that I agreed to waive any cancellation charge. I recognise and really appreciate Mr Potts’ loyalty to us and we’d never intentionally upset him or do anything to jeopardise that.
If there’s something else you’d like me to do to resolve this for you, please let me know and I’ll be happy to consider it for you.
I’ve placed the order to cancel the broadband as detailed in my email yesterday; with effect from 4 January. After that, any broadband rental charged in advance will be refunded on the next bill.
You mentioned that you may refer the complaint to the Ombudsman, which of course is your right. Here’s the details you need to do that
Taking your complaint further
If you’d like to, you have the right to take your complaint outside BT. We’re a member of Ombudsman Services: Communications, who offer free, independent help to sort out disputes.
You can find out more at: www.os-communications.org or you can call them on either 0330 440 1614 or 01925 430049. You need to do it within six months of the date on this letter. They’ll tell you whether or not they can help, and if not they’ll tell you about any other options you’ve got.
I’m sorry we couldn’t agree on things and I wish you all the best with whatever you decide to do next
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I don't think that all these modern terms and conditions are legally enforcible, you see. They are presented as a fait accompli. No choice is offered; I can agree or, not. That is not a reasonable choice.
The significant word here is 'reasonable'. Can you find the part of the BT T&Cs that tells me about the Industry Standard disconnection charge? I had a look and, whilst I don't doubt that it is in there somewhere, I don't think it is reasonable for BT to expect anyone to read them. They are deliberately complex, long-winded, and quite unreadable for even someone used to this legalese. That's a rant for another day.
One last thing. the link I was given didn't actually take me to the part of the T&Cs that mentioned the charge. I doubt that even BT employees could find it with ease. Oh, in case you were wondering, the T&Cs in JUST the Home section is a little over 5,000 words...
Dear Ms McCormick,
Firstly, I do appreciate that you have done your best to deal with the situation and I thank you for that. I am not suggesting that you have done anything but your best. However, I am sad and upset that it had to come to that. I never back away from a fight but, in this instance, I did not expect one. I have wasted almost an entire day of my time arguing about something that should have taken ten minutes and no stress.
I still think your CEO is an arrogant individual who could do with some training in how to deal with customers. He does not put a very approachable face on BT. When his email address is so easily available on the internet, he should have been more circumspect; had no idea who I was and he seriously underestimated me. I do not think that is a particularly impressive quality in a 21st century CEO.
What else could you do?
My time, advice, and experience is not free, Ms McCormick.
As a training consultant and developer of e-Learning over the last 25 years (yes, including BT, Ms McCormick) I would advise that you seriously look at your best practice procedures, at all levels of staff. I know that in your industry, particularly at call centre level, your staff turnover is high and your operatives work from scripts so, they are restricted in what they can do. However, given that your people contacted my father AFTER being informed that they should NOT, you need to look at how that could have happened. I could have made a lot more of this than I chose to. If I was Warren, I'd be offering me a job because I have skills that BT is, obviously, currently lacking.
I will still refer my concerns over the Industry Standard charge to Ofcom and, if necessary, The Ombudsman.
Mark L. Potts