Post by Chris JacksonPost by Don MoodyPost by Chris JacksonWe attempted repeatedly to sort the problem out with BT's helpline, but
it
Post by Don MoodyPost by Chris Jacksoneventually got to the stage where they asked me why I was reporting a
fault
Post by Don MoodyPost by Chris Jacksonwhen all their 'tests' showed that there was no problem with the line,
and
Post by Don MoodyPost by Chris Jacksonthey refused to send an engineer out because their 'tests' said there was
no
Post by Don MoodyPost by Chris Jacksonreason to do so.
Eventually we gave up and bought a cheap PCI ISDN card for the PC, and
all
Post by Don MoodyPost by Chris Jacksonthe connection problems went away, plus we got a higher throughput and
faster ping time into the bargain. It was annoying to have to do that
when
Post by Don MoodyPost by Chris Jacksonthe USB option should have worked, but we just weren't getting anywhere
trying to fix it with BT.
Can't you see that you've just proved BT were right? Their problems
start from the Home Highway socket on the wall. Your problems are up to
the socket. The problem was solved when you changed the bit you were
responsible for, and BT changed nothing. Therefore it was your problem
all along.
I'm not sure if you have one of the old HH boxes, but the newer versions
(like the one we have) has a USB socket on it.
Mine definitely does not have a USB socket.
Post by Chris JacksonAlso, BT provides you with a
cable to connect the HH box to your PC's USB port and, BT branded USB
drivers for the HH box.
Then if BT came further than the socket on the wall in your
installation, they are responsible for supplying goods of merchantable
quality and fit for their function to cover that extra part.
Post by Chris JacksonHence, what I have done is replaced the BT USB adapter in the HH box, the BT
provided USB cable and the BT provided drivers with an alternate third party
interface, cable and driver. The BT provided equipment and software does
not work and the third party equipment and software does work. I fail to
see how this is not a BT problem.
Of course there could be a problem with the USB port in the PC. However the
problem still occurs with a different PC connected to the HH box, and any
other USB devices connected to the port we tried to use with the HH box work
flawlessly.
Don't get me wrong, I have no other problems with BT. In the past they've
removed a DACS box on our cable with no question, and they have repaired any
faults we've had quickly and well. In this case though, I believe we've
been supplied with faulty equipment or poorly written/tested drivers and I'm
dismayed that given the amount we paid for installation that BT didn't see
it as within their remit to acknowledge or help to fix the problem.
Your remedy is in the Small Claims procedure. In your place I'd write to
BT at its registered office and tell them your costs for replacing what
they refused to replace. That is not just the parts costs but your
telephone costs and time trying to deal with BT plus your costs of
acquiring the replacement parts. Give them 7 days to accept liability
and send you a cheque or credit your BT account and confirm in writing
that they have done so.
Tell them that if they don't settle forthwith then all additional costs
will be costs in the cause. This will include court fees, your time and
your solicitor's charges if you instruct one (you don't actually have to
use a solicitor if you take a small claim case as an individual). Any
adverse publicity that results will be for them to bear. You cannot stop
a list of cases to be heard being posted in public view in the County
Court nearest you, which is where the case will be heard. You cannot
stop information getting to their Regulator.
There is no point in messing with big organisations. Either walk away
and write it off to experience, or hit them right between the eyes.
If you choose to fight it, the case will not be heard for months because
even the 'fast track' is glacially slow in law. The case itself will
probably take only an hour in court, but you'll spend many hours on
preparation. Big organisations exist on the basis that most people
cannot be bothered to try for their rights, and many of those that do
try can be priced out of court by lawyering ticks and delay. It comes as
a bit of a shock when they find an individual who is uncrushable when
they have a 'stone bonker' case. Such individuals can and do win. I'm
one such.
My latest win was computer-related as it happens. Dixons, trading as PC
World, sold me duff kit and did not keep to their service contract. They
pulled all the expected big company stunts. It cost them £1000 plus my
costs, and the judge used the word 'lamentable' several times to
describe their behaviour.
However, I have to point out that as we've now established that the
issue IS with BT, it would be inappropriate to continue this discussion
in a newsgroup that is about 'demon.service'.
Please note that anything sent to me from a hotmail address will bounce.
Don
--
Dr D P Moody, Ashwood, Exeter Cross, Liverton, Newton Abbot, Devon,
England TQ12 6EY
Tel: +44(0) 1626 821725 Fax: +44(0) 1626 824912