Why are BT so sh!te?

Now I realise that this is very much a ‘first world problem’, and I’m not going to die or have a nervy B because I can’t get BT Sport, but…
Ever since I signed up and paid for my BT Vision Box, it’s been far from a great experience.

From ordering me 2 boxes, and charging me for both. To sending out an engineer after I cancelled the appointment with them (this is the best way to get someone to turn up I think, cancel, and then they’ll send them round anyway), to the recording of the UFC not working, to the disappearance of my BT Sport channels this weekend. It’s just not gravy.

Here are the highlights of my BT phone call, which lasted about an hour, before I got cut off anyway:

Here’s my friend’s blog account of his failed mission to get the internet in his new home:

Another thing that really annoys me, is their website. Specifically the section about the TV channels.

You think you’re getting something for £0BT customer service

Then it becomes £10 as soon as you click the red button:
Customer Service

Then before you actually realise, without selecting anything else, you are opting up to paying £27.99 per month, and a one off cost of £55.95

This might be great for Conversion Rate Optimisation, but it’s a typical example of why your brand is not longer held in great regard; no longer trusted, no longer out to help the customer (or potential customer). KPIs have blinded long term trust and reputation.

Now, you have to laugh at things like this, don’t get angry; there’s plenty that goes wrong in the world and this is really nothing major.
However, I would prefer it if businesses like this focused more on developing a good product, and less on sales and marketing. And maybe throw in a bit of customer service too.

Related article about Steve Jobs focusing on product, not profits

One final note – don’t be aggressive to the people that work in the call centres. They’re just the low-paid buffer between the customer and the big-money decision makers.
Having worked in a call centre for 5 years, I know how I’d bend over backwards to help the rare people that were actually nice. As long as you ask the right questions like “can I speak to your manager please?” if you’re not happy, and “please can you give me the address of the relevant ombudsman?” you should have the same result as you would get ranting etc.