Sam Shearman´s profile

Reviews (2)


If I have to speak to customer services again....

Not even kidding...EVERY time I speak to BT Customer services I come off the phone in a rage. I have hung up on 3 occasions and felt myself be very rude on several others.

Similar issues to Elliot, I am SICK of getting through to India! I work with computers and have so many issues with work and home broadband that I know the trouble shooting drill that is dished out. So whenever I have a problem I make sure I do all my checks first. EVERY time, guaranteed, I will be on the phone to the call centre idiot for at least 40 MINUTES before they start to even remotely get to anything close to helping me. I explain I have been through all the basics and they insist on reading them out. I explain that I know there is a problem past the obvious and still they repeat what's on their screen. This really aggravates me and in my mind is not only not listening to the customer, but is also treating me like an idiot...which I'm not.

Recently I called 5 times about my phone line (unable to make outgoing calls). Each time the person unable to help. Here are some of the helpful ways that the helpful customer service team of helpful BT came up with...(Each time with a considerable wait to get through)

Me: Hi, I'm having a problem with making outgoing calls. I've tested the line and there is no fault, not sure what's wrong.
BT: Thank you, can I take your address
Me: (Give address)...
BT: I'm sorry, this is not the address we have for you.
Me: Well you managed to install my phone, TV and broadband at this address ok last week so you must have my address.
BT: I am unable to continue the conversation with you until you give me the correct address
Me: I have given you the correct address...what do we do if you have the wrong address? I cant give you an address I dont know.
BT: I am unable to continue the conversation with you until you give me the correct address
Me:......*hang up*

Me: Hi, I'm having a problem with making outgoing calls. I've tested the line and there is no fault, not sure what's wrong.
BT: Thank you, I'm just going to test the line for you...
Me: But I just told you I tested....
BT: *I'm on hold for 12 minutes*
BT: Your line is fine you have no fault
Me: *really?? didn't I just say that!?* Thank you for that. So why do you think that I might be unable to make outgoing calls?
BT: You probably haven't made payments on your account and you have been blocked!
Me: That's quite an assumption. Why do you say that?
BT: That's probably what it is as there is no fault.
Me: I'm actually £17 in credit, so unlikely
BT: *Silence*
Me: ......*hang up*

Me: Please can you tell me how much to cancel my contract early?
BT: £77 for all contracts
Me: It was £77 in April when I asked you (three months ago) come it hasn't gone down since then?
BT: Our charges have gone up since April
Me: Well no one contacted me to tell me of a change in T&C's
BT: Well, we did send out flyers and emails....
Me: I must have missed that random mail shot. Thank you. Nothing quite like a personal, individualised service for your customers!

I then wanted to complain, so I went through their ridiculous long and boring website trail to finally get to someone (no BT your FAQ's didn't answer my question!) and I got through to an online chat...
Immediately I could tell it was someone of indian origin by the language being used and I got cross. A while into the chat...again frustrated at having script given to me...

Me: Please can I speak to someone who understands English clearly.
BT (Guarav): I understand English
Me: I would like to speak to someone who who clearly speaks and understands English.
BT: I am in England
Me: That's not what I have asked for
BT: I am English
Me: Again not what I have asked for.

He couldn't help me...surprise.

This isn't about race, colour or creed, this is about life, about lack of quality relaxation time and time at home as we all work our fingers to the bone to be able to afford to live and the last thing I want to do is have 40-60 minute conversations with people reading a script, who don't understand me and I don't understand them (making me feel racist for saying 'pardon', 'please repeat yourself', or 'I dont understand you, I'm sorry'), to make me so cross I hang up and to make me feel like its wrong of me to ask for someone who is English speaking, who will get to the heart of the problem straight away based on the information I give them in a matter of minutes. Good, quick and quality customer service is not a lot to ask for.

While we're all making cuts and having to provide a better service on less time and money, so we don't lose our jobs, BT get rich quick by paying for cheap and poor quality customer service.

I cant wait to cancel my contract.
Without having to pay them! Roll on January 2013!

Cai Lunn found this review useful


Appalling Customer Service Processes and poor courier!

I would like to start by saying I will never use this company again and I would not recommend them to anyone either.

I needed a hard drive and shopped around on the internet, believing Pixmania to be a legitimate and competitive company I decided to purchase with them over the likes of Amazon and Curry's. Massive error! Sometimes its better to pay a bit more to know what you're going to get.

Here is my wonderful journey with Pixmania...
1. Placed my order online on a Saturday and chose the fast 2-3 day delivery for an extra £8
What they don't tell you....They didn't process the order until the Tuesday after meaning it would be 2-3 days from the Tuesday making it a 6-7 day turnaround. Misleading!
2. They are based in France and the product comes from there (in 2-3 days?) When I queried why they hadn't been up front on my order summary that it was coming from France they referred me to the T&C's where it mentions in one line about coming via international courier.
3. It didn't arrive by the Saturday after....I contacted the customer service number (only Mon-Fri 9am to 5pm) to be told by a very unhelpful member of staff that I needed to email the warehouse to find out where my parcel is. Should they not do that?
4. The warehouse replied late the next day (another 24 hours) to tell me that my parcel had been delivered! (It hadn't!) When I went back to Pixmania to ask them to send me proof of signature they wouldn't do it. I definitely did not have my parcel
5. I then received an email to say that my parcel shows as delivered and that the courier (BPost) has opened up an investigation to find out where my parcel is and that that would take 10 days. Until the investigation was complete a replacement or refund could not be made.
6. By now I'm desperate for this Hard drive...its been 11 days!
7. I go to Amazon, place my order, it arrives the next day.
8. I keep going back to Pixmania for an update. The Customer services on the phone cannot/don't want to help you, so don't bother ringing them! They say that you have to email your concerns. Each email has a 24 hour wait for a response...sometimes longer.
9. The tracking on BPost's website says 'delivered' then a few short hours later 'parcel sent to sorting office' (so which is it?). When I sent this tracking info to Pixmania they didn't care saying that until the investigation had been completed they wouldn't do anything
10. Today I have had a response from Pixmania (18 days after my initial order and expected 2-3 day delivery) to regret to inform me that my parcel has been lost.......SHOCK! No way! Really?????
11. I get to choose from a replacement (errr...I'll pass thanks), a gift certificate (Hmmmm...Nope!) or a refund! It then says...'Please note: these options are only available for parcels lost within the 'satisfied or your money back' return period' I have the battle of trying to get my money back! I am clearly not satisfied and want my money back.

Main problems with Pixmania...
1. Why as the customer was I punished for the courier losing the parcel? I was made to wait while there was an investigation despite providing evidence that I did not have the parcel.
2. Everytime I emailed Pixmania their stupid system allocated me a new complaint ID which means you get lots of different replies and sometimes out of sync. Never the same message twice!
3. No one, at any point, just picked up the phone to talk to me or explain the situation. Very poor customer service.
4. I have requested several times for a refund and am annoyed to receive an email to ask me what I want to do.
5. Why promise a 2-3 day delivery when you don't process it for at least 2 working days?

Shocking company, shocking customer service, poor website and contact/communication facility and they use a courier who not only provide poor tracking, but also take 10 days to work out where a parcel is!


11 July 2012

Reply from

Thank you for taking the time to write this review. I am sorry for the problems you have had with this order, the delivery and investigation process.
When we have a delivery dispute, we will open an investigation with the courier. The timeframe will depend on the specific courier, but normally it will be no more than 5 working days and once closed we will be able to reship or refund as requested.
If your product is shown to be "in stock" on our website when you place your order, the number of days between the order date and the date that the carrier first attempts to deliver to the given address can be calculated as follows:
1. Dispatch time (24-48 hours) = payment validation + order preparation + parcel collection by carrier
2. Delivery time of your parcel(s) according to the carrier you have chosen. Carrier delivery times start from the moment you receive an e-mail confirming order dispatch.
Dispatch and delivery times are given in working days.
I would be happy to investigate your file and the delays that you had, as well as ensure your refund is given without further delay.
I urge you to please contact me directly on with your order number so that I may give feedback to the relevant department and to contact you directly with the details of your refund.
Best Regards
Pixmania Mediator

Sam Shearman´s profile

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Sam Shearman
Brighton, United Kingdom