Home News Mr Justice Consumer Advice
Good to talk to you
May 31 2009 by Mr Justice, Sunday Sun
BRITISH Telecom supplied a faulty piece of equipment – and then charged £99 to put it right.
Patricia Gavin told me how there was no dial tone on her phone after broadband was installed.
She followed instructions by BT’s call centre in India to identify the fault.
When there was still no dial tone, engineers came out and diagnosed a faulty filter.
Then Patricia, of Dunston, Gateshead, was sent the bill.
She told me: “My case against the £99 is that I did the checks as instructed.
“I had no way of knowing anything about the filter which was obviously faulty when supplied.
“It was never mentioned when I reported the fault.
“As I said to BT on the phone, there is no company in the world that should provide a customer with faulty equipment and then charge to put it right.”
Er, yes there is. It’s good old BT.
I passed the complaint to them to see how they would handle Patricia’s problem.
They investigated and decided to scrap the charge completely.
A spokeswoman said: “We have refunded back the call out charge to Mrs Gavin’s account.”
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