Ralpharama Archive. The archive is almost 20 years old, this website is no longer maintained.

Home | New Writing | Old Writing | Cooking | Technical | Wine Making | Cocktails
   
 
Blog

BT Shop, on-line delays, poor customer service

Hits 16822 | Created 2008-01-09 | Modified 2008-01-09

I decided to buy an Asustek Eee Pc 7" 512MB Memory 4GB Flash Linux with a bonus I got from work at the end of last year. BT's on-line shop seemed to be the best, cheapest deal I could find. I wasn't in a huge rush for it, so even though it was out of stock, I placed an order and waited... One month later, I'm still waiting...



Here's a link to the BT Entry - Asustek Eee Pc 7" Screen White 512MB Memory 4GB Flash Linux

I placed my order on-line on the 5th December 2007. I received my confirmation email promptly and could log on and view my pending order at any time. I waited patiently for about 12 days, but the order always showed 'awaiting stock'. Eventually I sent an enquiry via the on-line system on the 17th Dec 2007 to ask when they were expecting stock:

Hi, just wondered if you had an estimated date that you will get this in stock? (Basically, Xmas? January? Later?)

Thanks for your help and time,

And waited.

10 days pass until I get my reply, the 27th Dec 2007:

we are expecting this item to be in stock on the 4/1/08
Regards

Customer Services
BT Shop

I wait, then. Until the 5th Jan 2008. Still 'awaiting stock'.

So I sent another email, asking for an update. No reply on the 9th Jan 2008, so I try the on-line chat system, which takes about half an hour to queue and connect (an option on https://www.shop.bt.com/ViewOrders.aspx):

Whilst waiting, out of curiosity, I add the same item to my on-line basket again and view it. There, it says 'Due in more than 4 weeks'!!

Please wait while we find an agent to assist you...
If your enquiry relates to BT Broadband, or your telephone line then unfortunately we are unable to offer any advice.
You are currently at position number 12 in the queue.
Alternatively, you may email us with your enquiry to assistance@shop.bt.com
All agents are currently busy. Please stand by.
...
You are currently at position number 5 in the queue.
Alternatively, you may email us with your enquiry to assistance@shop.bt.com
The next available Agent will be with you in a moment.
...
You are currently at position number 2 in the queue.
Alternatively, you may email us with your enquiry to assistance@shop.bt.com
...
You have been connected to Amelia (1285).
Amelia (1285): Good afternoon, how may I help you?
Ralpharama: Hi
Ralpharama: Hi, typed this whilst waiting in the queue: Order number xxx. Dates from 5/12/07. Always been waiting on stock. First enquiry I made was replied to a week later and I was told that you would have stock on the 4th Jan. On the 5th I showed still 'awaiting stock' so sent another enquiry which has been ignored. Did you get stock and not send the item to me? When will you get stock? Am I assured that I will be one of the people who gets se..
Ralpharama: ..nt the item out of the next batch you send, or will I have to wait another month? I don't think I'll be using BT shop again in the future after this episode...
Amelia (1285): all dates are subject to change from the supplier. The date now given is 14/01/08
Ralpharama: I just added to the basket again our of curiosity and it says 'Due in more than 4 weeks'!!
Ralpharama: I have been waiting more than a month. The least you can do is apologise, and / or reply to my enquiry emails...
Amelia (1285): we are currently processing email from 31/12/07. I apologies for the delay.
Ralpharama: That's it then? Can you assure me that I will be one of the people who has my order filled from the next batch, or will I miss out again?
Amelia (1285): no stock arrived on those previous dates. the delivery was delayed. your order will be filled when stock arrives
Ralpharama: So you expect to get enough stock to fill all pending order for that item?
Amelia (1285): yes
Ralpharama: Okay, thanks.
Amelia (1285): We are glad to be of assistance. Goodbye.
Ralpharama: Why do the new orders say more than 4 weeks then?
Thank you for using InstantService. You may now close this window.
Your session has ended. You may now close this window.


Still waiting...




Comment BT Shop, on-line delays, poor customer service comment by peter.senhenn Hits | Last Modified 2008-01-10
order no BTR01047715 delivery was supposed to be on the 7th Jan.2008 Stayed in as requested but nothing happened.no comments from bt. What is happening to this order.
I HAVE SPENT 80 MINUTES TRYING TO FIND SOMEONE TO HELP. WITHOUT LUCK APART FROM A TOUR OF iNDIA. help
Comment BT Shop, on-line delays, poor customer service comment by Ralpharama Hits | Last Modified 2008-01-13
Latest update:

"Dear Customer

Unfortunately, the item is still out of stock, however, we are due more stock in on 14/02/08 but this date is subject to change from our suppliers.

We apologise for the inconvenience caused.

Regards

Customer Services
BT Shop"
Comment BT Shop, on-line delays, poor customer service comment by Ralpharama Hits | Last Modified 2008-01-14
Just checked on-line again, and there is still no stock... :(
Comment BT Shop, on-line delays, poor customer service comment by Ralpharama Hits | Last Modified 2008-01-21
New stroppy letter from BT today:

Dear Customer,

The dates which are displayed on your order status are the same dates which we have (as supplied by our suppliers), therefore we will have no further information to give you above what you already have. If a date passes. we will endeavour to update this as soon as we have the information

If no delivery dates are shown, then this means we do not have a date to give you but are working on obtaining this.

Although we do try to obtain the goods in a timely manner, there are occasions were either the product is in short supply (normally because it is a new product), or has been delayed in transit.

We are expecting stock of this item on 14/02/08, however this date cannot be guaranteed and is subject to change from our suppliers.

We have given our customers total control of their order, to enable them to replace this with an in stock item, or cancel this item.

If you would still like to wait for this item to become available, then there is no need for further action.

Regards

Customer Services
BT Shop
Comment BT Shop, on-line delays, poor customer service comment by Ralpharama Hits | Last Modified 2008-02-15
ME: 14th feb

Hi there,
Order xxx from 05/12/2007 still shows awaiting stock. Last I was told you were expecting stock on the 14th Feb. Could you confirm if my order will be shipped shortly?
Thanks for your time,

---
THEM: 14th Feb
Dear Customer

Unfortunately, the item is still out of stock, however, we are due more stock in on 12/03/08 but this date is subject to change from our suppliers.

We apologise for the inconvenience caused.
---
ME: 14th Feb
Thanks for the quick reply. I will ask again, as no-one seems to answer this the last few times I have been in touch - have you had *any* stock since my order was placed, and if so, what was the criteria used to decide who had their order completed? If it is date of order, then how many people are in front of me now, and how many items do you expect to get in your next delivery? I need to know if this is going to roll over *again* into another month, and if so, make other arrangements.

Thanks for your help, much appreciated,
---
THEM: 14th Feb
Dear Customer

Unfortunately, the item is still out of stock, however, we are due more stock in on 12/03/08 but this date is subject to change from our suppliers.

We apologise for the inconvenience caused.
---
ME: 14th Feb
Hello? Is this an automated reply?? You ignored my email and just sent a generic response! What quality customer service.
---
THEM: 14th Feb
Dear Customer

We can confirm that since you placed an order we have not had any in stock. We can also confirm that we are expecting a delivery of this item on the 12/03/2008. If this is too late and you wish to cancel your order then please do email us and we will do this for you. Apologies for not answering your questions before, and this is not an automated reply

Sorry for any inconvenience caused


Comment BT Shop, on-line delays, poor customer service comment by Ralpharama Hits | Last Modified 2008-03-14
Latest chat, 14th March 2008:
---
Please wait while we find an agent to assist you...
If your enquiry relates to BT Broadband, or your telephone line then unfortunately we are unable to offer any advice.
You have been connected to Amer 1350.
Amer 1350: Good morning, how may I help you?
Ralph Capper: Hi, wondered if you had stock for my order #xxx yet? You last predicted 14th March for next delivery.
Amer 1350: The item is out of stock, however, we are due more stock in on 05/05/08 but this date is subject to change from our suppliers.
Amer 1350: We apologise for the inconvenience caused.
Ralph Capper: Did you get any stock at all, or just no delivery?
Amer 1350: It looks like we didn't get the delivery as promised.
Ralph Capper: Okay, thanks for your help.
---
Flaky code too, I noticed :)

Use of captureEvents() is deprecated, see bug 330494.
[Break on this error] undefined
Use of captureEvents() is deprecated, see bug 330494.
[Break on this error] undefined
Use of captureEvents() is deprecated, see bug 330494.
[Break on this error] undefined
Use of captureEvents() is deprecated, see bug 330494.
[Break on this error] undefined
load is not defined
[Break on this error]
item.php (line 1)

Comment BT Shop, on-line delays, poor customer service comment by Ralpharama Hits | Last Modified 2008-03-25
Ah ha! Finally here. 25th March 2008. TNT delivered at 9am. So, order on 5th Dec 2007, arrive 3 and a half months later?? Great. Anyway, the Asus eeePC is excellent! No complaints, nothing but praise - simply brilliant!
Comment BT Shop, on-line delays, poor customer service comment by Hits | Last Modified 2009-08-14
Comment BT Shop, on-line delays, poor customer service comment by Ted Garrett Hits | Last Modified 2009-10-31
I recently purchased a Synergy 5500 Single phone but would now like to add a further unit (without answer machine) to put in another room - can I purchase 1 of these if so what is the qucklinx number for this and how much would it be - I should have bought a twin in the first place !!
Your prompt response would be appreciated - thanks.
Regards
Ted Garrett (Ed: Number removed - Ted, this isn't a BT site, and your number was on view to the public)
Comment BT Shop, on-line delays, poor customer service comment by Mr J Russell Hits | Last Modified 2010-02-19
I bought a Freestyle 750 Twin on 11 Feb, pointing out to Michael Rogers, the salesman, that as we live in the Channel Islands VAT is not paid. He assured me that it would be taken off. It wasn't. On the invoice, No.111147771, VAT at 7.44 was
charged. I would appreciate a refund.
Comment BT Shop, on-line delays, poor customer service comment by K Faulds Hits | Last Modified 2011-10-18
All I want is a Jiffy bag with an address to send
back a faulty phone I bought on line. I have spent 2 hours last Wednesday being sent from Department and was promised it would be sent immediately. No Jiffy bag has arrived. This bag should have been with the phone when I received it.

Make a Comment

Name
Comment


Antispam Code (always a number)

Enter Code Above
Submit

Note: All HTML will be removed except for bold and italics. Links will not display. Line breaks are added automatically. Use <pre>...</pre> for code.

Tags

This item has the following tags:
by shop eeepc problem customer laptop linux delay

Useful? Donate for hosting costs

All content copyright (c) Ralpharama