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Thursday, July 22nd, 2021, 8:42 am

27 Minutes to Cancel BT Order (Even Though I Was Very Clear It Needs to be Done as Soon as Possible), But Still Not Done on Compensation

Previously in this mini-series: Part I, Part II, What Bad BT Engineering Looks Like, Part III, Part IV, Part V, Part VI

IT has been confirmed that my order is now canceled. I’ve had enough! I was so patient and forthcoming; I was willing to wait and forgive, but everybody has limits and this is well past the “third strike”…

I phoned BT at 8AM when the lines opened. I spoke to a guy to whom I made very clear it needs to get done as soon as possible and I don’t want delays and obstruction; he attempted to pass me to the “customer retention” team (cancellation team; they use other euphemisms) and I made it clear to him it would need to take less than 5 minutes.

As advised, he said he would speak to them about it first.

I waited on the line for 7 minutes before giving up and hanging up.

I phoned the number again.

It did not go through to an advisor.

I phone the number again (third time).

Once again, it did not go through to an advisor.

Weird. Is that like some ‘DDOS protection’ or something?

I phoned a fourth time and finally got through to a lady, who after further questions said that the order has been canceled. But then we proceeded to cancellations and finally, after 27 minutes, she said she would need to speak to a manager.

I said she would need to settle that and would phone me back when it’s all confirmed.

So, in summary, it took half an hour, even in a rush (I made it clear several time it needs to be done quickly) just to cancel an already-problematic order. That’s not even counting the compensation.

They make it really hard for people to cancel things like impending orders, even if they are assertive yet polite. I kept apologising to the lady in case that seemed tone-dead, knowing it was not her fault and nothing for her to take personally. I know they’re subjected to tough working standards. Here’s a new article about it. They’re human beings, unlike the corporations.

I kept my manners and composure and went through it as fast as I can. I knew they would probably try to slow things down, tire me, and so on. As I type this she has phoned me back to confirm the compensation, assuring I will hear nothing more about this case and won’t be bothered by it. Time will tell if that promise is kept. I want to spend not a moment more on this. I never even asked for this service. BT pushed it onto me. Don’t let the same thing happen to you. Don’t become an early adopter or an experiment of corporations. They’d lie to people for their consent.

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