BT call-out Charge

[Tillyella]

When I called BT out to deal with a fault the first engineer was completely baffled and had to call in a colleague. They eventually solved the problem but I was informed that I would have to pay two call-out charges as two men were involved. Has anyone had a similar experience and can BT do this.

[scoobydooby]

That's rubbish. If you had called out an engineer from any company (whether BT or not), you have a right to expect that person to be qualified to solve the problem. If he then had to call out a more senior engineer with more experience, that's their problem. You should be challenging this and paying only one call out fee - even if the problem was caused by yourself rather than their equipment. In fact, I would go as far to say that if there was a problem which was caused by them, you shouldn't be paying anything for them to fix it! You didn't specifically ask for the first engineer by name did you? Presumably you simply explained there was a problem and asked for it to be fixed! Flipping cheek !!!

[sense4all]

If they cannot provide someone who has the knowledge to fix the problem, then I do not think you should have to pay. I would agree the point that the first person being unable or untrained is their problem not yours , and see what happens. Be firm but fair.

[Hammer]

Absolute rubbish. You reported one fault, they fixed it, you pay once. Don't stand for it, and are you sure the problem was caused by you? If not you shouldn't pay anything

[Tillyella]

Thank you all for your comments they have certainly helped me to sharpen my teeth.

[TEAK36]

I agree with all the above answers.

I am a Manager for a service company and if one of my Engineers could not fix the fault and required the assistance of a second engineer, there is absolutely no way we would charge the customer for two call out charges, even if the second enginer had to go back on a different day to complete the repair.

Stand your ground and tell BT to take a hike.