BT Could Voice DO NOT SIGN UP Before Reading My Review
I have had a real eye opener since Sept 2017 regarding services from BT cloud voice team and how they operate. The only words to describe this department is: Incompetent, time wasting, ignorant, no replies, no care for customer needs and mis-selling products. Yes I have made many complaints and they did sort things out fast after making it drag for months. I wasted my valuable time on this, chasing and chasing. It was frustrating for me with a 100 things to do on hand plus BT issues. Although they gave us a goodwill gesture which does not even make up for what I went through with them. For a brief period during xmas we had the best customer service from them. Naturally after complaining they had no choice. I mean does it always have to go this far for them to help their customers??
I started to believe in them again and gave them another chance after their brief service during xmas. Until recently we received a large bill on 6th dec 2017 stating we had a regular charge which was 3 times more than what we used to pay on our old phone systems. We were sold this in the line of 'You will save money and cloud voice will be cheaper for you. Here I have worked out how much you will save, it is the way to go.' Based on this we unfortunately signed up for 5 yrs. I have emailed the cloud voice team since 6 Dec to explain to me the itemized billing. Which by the way I spoke to the billing team who could not help me either as they were not the ones who set up our account and it's offers. I emailed and emailed and called. Today is 24 Jan. Few days ago the seller emailed me after I threatened to take it further. she said she is happy to arrange a call to discuss it. No apologies for not answering for over a month. So I waited and waited. I emailed again after few days about that phone call. Nothing. Yesterday her colleague emailed back saying she is away and he will inform her to call me when she is back. I thought what?? No email to inform me she is going away after agreeing to call me??? I have been waiting for her to discuss this since 6 Dec 2017 and now she just f**ks off!!! I was furious. How rude. This lady was the first to call and call day in and out when she wanted to sell me cloud voice. It's seems like sales commissions are based on sales only and not after sales. It should be commission on sale, happy customer for at least 2 months. Any complaints and the commission should be held back.
I thought BT were well known and would be the best company for our new cloud voice systems. Please do not assume just because a company has been around for long, they will be supper efficient and honest with you.
The phones are very often not working properly. No one at BT replies to you until you chase them; apart from the billing team. Oh you get people chasing you for late payments like a rocket!! I tell you the best customer service is from the billing team. When they want your money they will be on the phone being very nice to you and will never forget to call you. Otherwise be sure to wait for months until someone in cloud voice team even replies to your emails or your existence. This is after you chasing and chasing.
I would recommend any one who is thinking of signing up for Cloud voice to not do it through BT. I personally prefer the regular landline phones for businesses rather than Cloud voice. I did not get an opportunity to look into this properly and got mis-sold something which is very expensive and worthless in terms of hardware cost. So I am helping others not make the same mistake. Cloud voice runs on internet so if you have broadband/fiber issues your phones will not work. The whole cloud voice system is portal based so get ready to do more work and add and change things you want on your portals. BT does not do all the set ups for you unless you ask them to add certain functions. but of course be prepared to wait and wait.
To completely know how Cloud voice works you gotta do 12 courses that are 1.5 hrs long. Which by the way are useless and long. The trainers are lovely and professional. I ended up asking the training team to send me the videos so I don't have to sit through 1.5 hours of training which I have no time for and to be honest it's boring and way too simple.
Oh and if only BT provide a manual for this; you would not be paying for the training which is around £500? It's waste of money and unnecessary. Who ever came up with this idea seriously wants to waste client money. I would have a web session that is interactive where it guides the customer on the various functions that need adding and gives an option to add them while the training is on going online. Like setting up a new laptop basically. Someone walks you through step by step.
Of course BT designed this idea of courses with trainers live. It's very old fashioned. There are more faster and quicker ways to learn than this.
So in conclusion, avoid dealing with BT cloud voice or their migration services or IT management. It's not worth the headache and time. Excuse for all this is they have other 100s of customers to deal with . Straight away making you feel unimportant not worthy of their help. I mean seriously hire more staff and cut down on hard core miss-selling.
Customers will get you the business not your hard core miss-selling sales team. At least miss-sell a valuable product that we can rave about.
This is what BT cloud voice team does: hardcore selling=commissions for staff=staff happy=staff wants more commissions=more miss-selling=unhappy customers=complaints