Dear Sirs,
We recently took the decision to migrate from BT broadband to Sky. There were a host of reasons for the move but was a tough one as I’ve been loyal to BT for as long as I can remember.
When the new router was installed on 16 January, we had a number of teething problems and in the end called your service centre.
The service was appalling. It was either a case of the engineer not understanding the problem or us not understanding the engineer, due in part to language issues.
On Sunday 22 January, we had enough and wanted to revert back to BT. However, we made one last call and we’re put in touch with a hero, Paul Taylor from Sheffield.
This man was excellent and saved the day. He was clear and concise and spoke in a nice Yorkshire accent and listened to our problems.
He then went about a process of solving the issues systematically and logically to a way we understood. Clear & concise, without talking down to you.
It was extremely refreshing and saved the day because we were genuinely considering moving back to BT. He was patient and spelled out what he was doing and why he was doing things.
It took him ages to solve our problems but at the end our router was set up correctly and our broadband has worked perfectly since.
This was like a breath of fresh air compared to several other engineers we spoke to earlier, who were intolerant of our problem and in my view were close to being rude.
Not only did Paul sort things out but the kind man called me yesterday to see how things were. He really did show an interest and empathy and went above and beyond service levels. It was a delight.
I would like to commend Paul Taylor by saying a huge thank you and cannot compliment him enough. He was truly brilliant. Thanks Paul.
Kind regards
Dean
@PaulTaylor
