Hi,
I would like pass some positive feedback to one member of the sales team in the Ultrafast department, I think her name was Laura and was from the Leeds office but am unsure.
I had put through an order on the Black Friday deals in November, however, the adviser has put through the order on the wrong line (we have two active lines in the house).
Once I had realised the wrong line was being taken over (my brother had been contacted by BT saying is he sure he wants to leave) I contacted Sky and advised them the wrong line was being attempted for a takeover and was told I would have to cancel the broadband order, wait for 24 hours and an adviser would call me back to re-order at the same price. I went ahead and allowed him to cancel the order and was called back 24 hours later, however, once called back the adviser tried putting through the order and told me I could not get Ultrafast, which I said is incorrect. He then spoke to someone and I was passed around, to then be told you coud not have a Sky and BT line coming into the house so I could not have broadband. The next day I then spoke to BT who told me this was a lie and that it is possible to have both, so I then called back and was transferred around, eventually getting through to someone in the sales team in Leeds, but who was unable to take Ultrafast orders, so asked one of their team mates to call me back, who was the lady I would like to give credit to.
The lady called me back on the 14th December and was on the phone to me for over an hour. She was very patient, ran into the same problem as the previous person but did not give me an excuse, instead tried many different workarounds, then got her manager over to help and sat on the phone talking to me. She was very pleasant and a complete joy to speak to, plus completely honest and not rushing me off the phone, a breathe of fresh air compared to a lot of the people I had spoken to.
Many thanks to her for sorting it all out for me.
William
