Sunday, 19 February 2012

BT can't communicate

A failing of many large companies is that when you click on help or contact us on their website (or when you ring them and get through to a voice menu with myriad options) the options they offer, trying to funnel you into a certain queue, don't match what you want to speak about. The sensible thing would be to always include an option for 'everything else', but many companies don't want to do that because... oh no... you might confuse them. Here is a recent example. Two months ago a new BT pole was put up on land by my house, without any prior warning or consultation. I didn't necessarily mind, I just wanted to know why, and whether it would lead to an improved service. There was no email address or phone number to contact on the pole. When you go to the BT website though, the options below are all that you are offered: