Adi Bloom

Person who writes and edits, occasionally at the same time. Formerly comment editor for @tes.

[Adi Bloom @adibloom]

@bt_uk Thank you. I’ll send an email, which feels far more efficient…

[Adi Bloom @adibloom]

Okay @bt_uk. Please help me out of this doom loop. A 90 min chat with your TV helpdesk left me worse off than I was initially. I log a complaint…and then receive text telling me that the only way to confirm this complaint is to call BT helpdesk…thus losing more of my Sunday,

[Adi Bloom @adibloom]

@bt_uk Are you seriously going to make me spend 10 minutes searching for a phone number to avoid @bt_uk automatically cancelling a complaint that I’ve made? Do you really care so little for your customers’ time?

[Adi Bloom @adibloom]

@bt_uk Hello again, @bt_uk. The phone number you gave me was another doom loop. The phone call sent me a text message…which linked to a website, and nowhere in there is a) a direct phone number, or b) a place to lodge a complaint.

[Adi Bloom @adibloom]

@AmazonHelp And the worst part is that the original problem is not even slightly resolved. Three hours lost, and I’m exactly where I was when I started.

[Adi Bloom @adibloom]

Good heavens. I have just lost an entire afternoon to @AmazonUK customer services…two operatives have hung up on me (the second after misunderstanding my problem for an hour), and it’s impossible to escalate the issue. May be worst customer-service experience ever.

[Adi Bloom @adibloom]

@AmazonHelp Hi Chris. Honestly, I’ve lost an afternoon to this already. My kids are asking if I want to fix the TV more than I want to spend time with them. I can fill you in, but it will have to be later.

[Adi Bloom @adibloom]

@bt_uk Thank you.

[Adi Bloom @adibloom]

@bt_uk Thank you for replying so swiftly. Two questions:

- What phone number?
-Will this eat another 90 minutes out of my day?

[Adi Bloom @adibloom]

I don’t want to stay on the phone to you any longer. I just want a TV box that works.

[Adi Bloom @adibloom]

@waitrose Also, for future reference, it might be less stressful for customers (esp those negotiating children’s bedtimes) if you arranged your planned maintenance *after* 9pm…

[Adi Bloom @adibloom]

Hello, @waitrose I’m trying to update my order for tomorrow before the 9pm cutoff time, and the app and website are both closed for maintenance. Any idea when they’ll be back up?

[Adi Bloom @adibloom]

@bt_uk Wouldn't it make more sense for you to collate the information as you're given it by users? Though then BT would be paying for your time, rather than getting me to give up my time for free...

[Adi Bloom @adibloom]

@bt_uk Good morning. I see you've changed your BT email interface again. Every time you do this, it seems to become less user-friendly. Aside from moving the viewing pane, is the new interface customisable? Can I remove the "today" and "yesterday" headings?

[Adi Bloom @adibloom]

@bt_uk This says everything, really. BT can't even be bothered to collate information from its own Twitter page. Instead, it would rather go to a (presumably far more positive) community of users on its own site. Meanwhile, my email experience is now worse, for the forseeable future.

[Adi Bloom @adibloom]

@bt_uk And another thing (sorry)...there's now a stripe at the bottom of my folder list, telling me when my inbox was last updated. This means I can see fewer folders, again reducing functionality. And I can no longer update my own inbox - which I could do yesterday. What's that about?

[Adi Bloom @adibloom]

@bt_uk I mean, that white stripe saying "Inbox" takes up the space of two messages. And it's totally redundant. Please tell me there's a way to make it go away now, rather than the next time you upgrade your interface...

[Adi Bloom @adibloom]

@bt_uk FYI, I have two other email accounts, both of which are on Outlook. If I migrate BT email to Outlook, then I'll no longer be able to access it at the same time as an Outlook account. So, again, functionality is lost.

[Adi Bloom @adibloom]

@bt_uk Thanks for your message. I do indeed have an email client on my phone. But I also like having web access to my emails when, for example, I'm travelling. Is BT basically telling me, "Tough luck. You can't access BT email online and have an interface that works for you?"