Today I feel as if I have
been through the wringer. I am still suffering the remnants of my cold (the
‘common’ cold – worthy of a blog post all of its own) and am now in possession
of antibiotics and an inhaler to deal with a chest infection. Evidently, two
bottles of Benylyn are insufficient for some coughs.
One of the things that
happens when I am ill is that I tend to suffer from narcolepsy - and very
disconcerting it is too! Sometimes it’s the first symptom that appears!
Anyway, in between bouts
of heavy sleeping I have been checking out my Open University Web Page to see
if there is anything I can do to be ready for the first module in February – so
I have listened to the Dr Faustus radio play, for example. This morning, as I
staggered into the living room in search of hot Ribena and a quiet corner to
cough my heart out I noticed that the broadband light was orange when it is
supposed to be blue. Quelle horreur! What kind of mischief and mayhem was going
on?
It is not my first time
with faulty broadband so I carried out all the standard checks – turned it all
off, turned it all on, checked all the cables etc. No joy. So, I rang BT – it
was just after 7 a.m. but, in this day and age, I expected them to answer, or at
least to say ‘We’re closed ring back later’ – after all, even my GP surgery can
manage that. But no, no answer.
So, sometime after 9 a.m.,
when I had enjoyed a short, cough free ‘nanny nap’, I rang BT. Again. The Voice
told me to check all the cables etc and to restart the computer, so, even
though she is electronic I did all that. Again. No joy. So, I ended up talking
to what I assume was an extremely nice young man from the Indian sub continent.
I have several objections
to call centres that are based in India – for one thing what’s wrong with
giving jobs to people here in the UK – I need a job, I bet I even I could work
in a call centre. Secondly, as a result of being married to a foreigner for
over twenty-six years I can tell you that, more often than not, they are
rubbish on the phone. I think research shows that spoken information is
interpreted visually as well as orally – certainly, this is something I notice
with my Lovely Husband. On the phone, he doesn’t pick up the visual clues that
help him when he talks face to face and even after all of these years of being
married to a slightly loopy lass from Yorkshire who talks a mile a minute he
doesn’t always understand what is being said. He doesn’t get some of the
colloquialisms or we talk too fast – and he hates talking on the phone because
he struggles to make himself understood and to understand, and believe me his
English is pretty good. My experience of the call centres is that I say something, the person on the other end ignores what I have said and gives me a reply that, basically, makes no sense.
So, I really don’t like
talking to call centres on the Indian Sub continent. I suppose because I am
still feeling pretty grotty the whole thing seems a lot worse than it probably
is. Anyway, back in April we signed up for BT Infinity – after being, quite
happily with Sky – the BT Vision didn’t work properly – well, it worked on
teacakes, stopping at every currant. And the internet kept dropping. I kept
telling them. Two engineers that came out to the Vision box noted that internet
service was intermittent. Eventually the Vision issue was resolved when I lost
my incredible cool and told BT I was leaving them and going back to Sky and had
no intention of paying any penalty as they had broken their contract with me.
The upshot of that little escapade is that we got one of the new YouView boxes
and a slight reduction in the monthly payment for BT Vision – I was happy with
that.
Despite the issues with
Vision being resolved the internet has kept dropping – they said it’s because
the infinity cables are new and need time to settle; infinity is very sensitive
and needs time to adjust and if anything knocks it then that may well cause it
to drop etc etc. But, still my internet kept dropping. So today, no internet.
At all. I have my OU and Farmville to sort out; The Ginger One needs to check
his UCAS page and laugh incessantly at stuff that isn’t even funny;
The guys in India tried to
get me to do all the turning on and off again as well as re-setting Infinity
modem and then just kept saying stuff like
‘Give me one minute Ma’am and I will surely
fix this problem for you’
‘Just give me three
minutes Ma’am and I will call you right back’
‘Just give me fifteen
minutes Ma’am and someone from the next level will call you right back’
I have spent all day on
the phone getting nowhere and ended up with a promise that an engineer will
come on Monday and can’t get here any quicker because of the floods that are
all over the UK.
At this point, I did think
my head might just explode.
Now, here’s an interesting
thing. There is no cross over between engineers and customer service. If you
talk to tech and ask for a manager, you can’t get one. The only way I have
found to get someone who will actually listen to what I say and then act on it
is to ring up and say I want to cancel my whole account and that I will not,
under any circumstances, pay any penalty. If you say this, you end up with a
lovely person in Newcastle!
The engineer still isn’t
coming until Monday but Barbara, for it was she, listened to what I said, made
notes, talked to her manager and is making a Level Two Complaint on my behalf.
I have no idea what a Level Two Complaint entails but I really hope I get a
refund or something.
So, my whole point is, why
do we only get the service we should already be getting when we reach the point
of losing our temper? If you see what I mean. We pay for the top BT package –
The Ginger One likes to game, we watch T.V and films online etc. If I am not
getting the service I am paying for surely the company should be making every
effort to rectify that and to accommodate my needs; rather than trying to fob
me off with call centre operatives who are clearly reading from a script and
have no clue how to deal with a deranged, germ infested Yorkshire woman, who is
being deprived of Farmville and Dailymail Online
If you are wondering I
wrote this in Word and will cut and paste it into my blog, should I ever be
back in cyberspace – I do wonder what will happen to the font and the
formatting.
*waves wearily goodbye*