RE: BTInternet does it again !!!

[Scott Crowther <scrowther@xxxxxxx>]

I am no particular BT fan either, although I have ADSL with them,
but in their defence, it seems this new Chief Exec is trying to address the customer care problems. He seems to understand the negative way the
general public are viewing them (increasingly) and seems to be trying to change things.

That said, if the BT installer friend of mine's attitude is anything to go =
by they have a staff loyalty and attitude problem they should address also.=

(great bloke, doesn't give a monkeys about BT).


Scott Crowther
Intamac Systems Ltd

t: +44 (0)1604 679262
e. scrowther@xxxxxxx w. www.intamac.com


-----Original Message-----
From: KF [mailto:ignotis@xxxxxxx]
Sent: 16 May 2002 11:51
To: ukha_d@xxxxxxx Subject: RE: [ukha_d] BTInternet does it again !!!


If BT performed such a good job, why were they losing customers so quickly<= BR> that they repeatedly ran 'Come back to us, you know it makes sense' adverts=
ad nauseam, 'all for only =A3x.xx'? BT have restricted every field of the market they have entered and made moves to stifle competition at every
attempt - fair enough, you may say, it's running a business.
I have used Dial-up, ISDN2e and am now on TW broadband. When with BT I aske= d
for a second phone line; the response was laughable, quoting several weeks<= BR> delay, followed, two days after the enquiry, by a letter from BT claiming complaints had been made against my (non-existent) number for nuisance
dialling by my (non-existent) fax machine! When I had ISDN installed, the sheer incompetence of the BT machine left me breathless, I chased them for = 5
weeks before a successful install.
I contacted TW for a phone line (I already had cable TV installed because<= BR> of poor local reception problems). The line was in and working 24 hours
later. Broadband was also installed later, within a very reasonable time an= d
on the specified date.

BT have previously generally restricted ISDN access for years by charging sky-high installation and monthly charges, their approach seeming to be to<= BR> milk the customers for as much as possible until competition /legislation forces a change of tack. Their business philosophy  has not changed, o= nly
the focus is now on broadband.

To return from my meanderings, If BT are changing the conditions for
unmetered access, it's down to one of two reasons:
a) Incompetence -  They didn't think the business model through proper= ly and
have been caught short.
b) Sneering mendacity -   Grab the suckers first, then squeeze. S= queeze too
far and lose customers. Drop price a little, run a disagreeably patronising=
advertising campaign, 'Come back to us...'  (Repeat as necessary)

The cynic in me rates it as 80% (b), 20% (a).

As you've no doubt guessed, I'm no BT fan (and somehow I don't feel
lonely...)

  Keith Flanagan

Chorley, Lancs

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