Feeds

BT PC snafu leaves 3,000 families disappointed

Telco blames surge in demand

Build a business case: developing custom apps

BT is shelling out more than £150,000 as a "goodwill gesture" after failing to deliver some 3,000 PCs to consumers in Scotland in time for Christmas.

The UK's dominant fixed line telco blames the cock-up on a massive surge in orders for PCs as part of its BT Home Computing Scheme.

Set up in Scotland for public sector workers last year, the scheme allows computers to be leased to workers for a monthly contribution taken directly from their wages.

But demand in Scotland for the scheme was 50 per cent more than the telco had bargained for leaving it unable to cope with orders.

One of those let down by BT told us: "Many people were planning these as Christmas presents and BT has sold them down the river. I know of council workers and NHS workers here in Scotland who were let down by BT.

"I know many people in the same boat and don't know a single person who has had their order fulfilled," he said.

In a letter to punters just before the New Year the telco apologised for failing to deliver the PCs as promised.

"This was due to unprecedented order volumes," it said. "Consequently suppliers have struggled to deliver on time with the knock on effect on the delivery slots from our courier partners."

It went on saying that "as a gesture of goodwill we will send you a £50 voucher for the BT online shop...which can be redeemed against any BT product".

Although BT managed to fulfil 15,000 orders before Christmas it admits that more than 3,000 families were left without their orders.

As an indication of the scale of the problem Gary Tubb, one of BT Retail's senior execs, even drove a van from Reading to Scotland just before Christmas to ensure that another 13 families had their computers on time.

"We're really sorry this has happened and would like to assure all our customers that we are working flat out to get their computers to them as quickly as possible," said BT in a statement.

"Some customers have been given delivery dates in late February, which is not acceptable, and we are working to bring these dates forward. Customers will also receive a goodwill gesture for the late deliveries. We have also doubled our call centre capacity to improve our customer service delivery," it said. ®

The essential guide to IT transformation

More from The Register

next story
6 Obvious Reasons Why Facebook Will Ban This Article (Thank God)
Clampdown on clickbait ... and El Reg is OK with this
So, Apple won't sell cheap kit? Prepare the iOS garden wall WRECKING BALL
It can throw the low cost race if it looks to the cloud
Time Warner Cable customers SQUEAL as US network goes offline
A rude awakening: North Americans greeted with outage drama
Shoot-em-up: Sony Online Entertainment hit by 'large scale DDoS attack'
Games disrupted as firm struggles to control network
BT customers face broadband and landline price hikes
Poor punters won't be affected, telecoms giant claims
Netflix swallows yet another bitter pill, inks peering deal with TWC
Net neutrality crusader once again pays up for priority access
EE plonks 4G in UK Prime Minister's backyard
OK, his constituency. Brace yourself for EXTRA #selfies
prev story

Whitepapers

Top 10 endpoint backup mistakes
Avoid the ten endpoint backup mistakes to ensure that your critical corporate data is protected and end user productivity is improved.
Implementing global e-invoicing with guaranteed legal certainty
Explaining the role local tax compliance plays in successful supply chain management and e-business and how leading global brands are addressing this.
Backing up distributed data
Eliminating the redundant use of bandwidth and storage capacity and application consolidation in the modern data center.
The essential guide to IT transformation
ServiceNow discusses three IT transformations that can help CIOs automate IT services to transform IT and the enterprise
Next gen security for virtualised datacentres
Legacy security solutions are inefficient due to the architectural differences between physical and virtual environments.