BT Openreach visits.

[Smudger105e]

Received this from BT Openreach today, quite obviously a generic email.





Dear Bryan



Thank you for contacting Openreach.



We want to help you as quickly as we possibly can so in order to do this can you please read the section below.



We cannot help you if you want to contact us about a fault on your line, poor workmanship carried out on behalf of your provider, a delay or a change of appointment request.



For these issues you must contact your Communications Provider (the people who you pay your bill to) who can raise a complaint on your behalf.

If you raise a complaint that Openreach can’t help with, the result will be further delays in the resolution of the issue.

Please see our web site:

http://www.expect.openreach.co.uk/openreach-explained/

Thank you

Z**** S****

Openreach Complaints Management

Openreach (A BT Group Business)

So my reply to this was as follows:-

Z****,

Thank you for your generic communication (attached)

Please note that in accordance with the contract between Bryan Smith and BT Openreach, which BT Openreach accepted by sending a fourth Engineer to my address, the charges now levied against BT Openreach are as follows.


18/10/2013 Visit bt BT Openreach Engineer. £25.00
30/10/13 reminder email after nothing heard £5.00
31/10/13 response to email from BT Openreach £5.00
4/11/13 response to email from BT Openreach £5.00.

Total invoice so far £40.00. Please arrange to pay it in to my bank account at your earliest opportunity, details previously provided, but I will supply these details again if requested at no cost to BT Openreach.

Yours sincerely

Bryan M Smith

 

[maniacmartin]

"Hello,

We didn't bother reading your letter but assumed it was about a fault on your line. Please fob off to our website,

BT Openreach"

 

[swj99]

"Hello,

We didn't bother reading your letter but assumed it was about a fault on your line. Please fob off to our website,

BT Openreach"

If they didn't even bother reading the letter properly, they might just pay up if you issued proceedings against them. After all, it could cost them more than £40 to defend the claim, and printing off a cheque is far less hassle for them.

https://www.moneyclaim.gov.uk/web/mcol/welcome

 

[Smudger105e]

Next 'flurry' of email communications with BT Openreach.

============================

Dear Mr Smith

Thank you for your e mail .

I am sorry for the inconvenience that you have been caused but unfortunately as my colleague previously advised we do not pay compensation for inconvenience only for physical damage. As this is not physical damage your claim is denied.

With your permission I will happily forward your email to the service provider to advise them of their mistake and to make sure that they amend their details so there are no further visits to you. Please can you confirm this permission.

Thanks and regards

Carol O***

Openreach Complaints Management

Web: http://www.openreach.co.uk/orpg/home/home.do

========================


Dear Carol,

Thank you for your email.

I note and acknowledge your comment that you do not pay compensation for other than physical damage, and accept this fully. This was communicated to me in a previous email, which I took the trouble to read. It is a shame that BT Openreach have not granted me the same courtesy.

Please note in one of my previous emails that this is NOT a compensation claim. It is a charge for my time, disturbance, alarm and distress.

I advised by email that if BT Openreach disturbed me at my home address by sending further Engineers, I would be charging for my time and inconvenience. Several weeks later BT Openreach sent a further Engineer, and that was therefore acceptance of these charges.
Current invoice details:-

18/10/2013 Visit bt BT Openreach Engineer. £25.00
30/10/13 reminder email after nothing heard £5.00
31/10/13 response to email from BT Openreach £5.00
4/11/13 response to email from BT Openreach £5.00.
7/11/13 response to email from BT Openreach £5.00

Running total £45.00.

I would be grateful if you would settle this debt at your earliest opportunity.

I am willing for you to contact and Service Provider to prevent future calls.

Kindest regards

Bryan Smith

 

[Clip]

I think what the problem they have is that a service provider is telling them to go to your address to fix or install a new line and they have an obligation to carry out what the service provider is telling them to do.

Of course, as with a lot of large organisations the arse doesnt speak with its elbow to well so all you communication to Customer Services is not being filtered back through to whoever sorts out the diary for installation and nor is it going back to the service provider as a wrong adress.

I bet you any money there is someone close to you who is also fuming with their service provider as they have not had an engineer out from OpenReach to come and connect them to the network.

Instead of going round in circles with them, inform them to let whichever service provideris requesting the work to cease as it is the wrong address. It seems to me that you are going round in circles for no gain.