Fans will remember who acted with honour intact
THERE is a list going around. You may have seen it. It’s got the names of those businesses or businessmen who have sought to capitalise on the financial uncertainty brought about by the Covid-19 outbreak; with a growing swell of vocal critics insinuating that their antics will not be forgotten when normality – whatever that might look like three, six or even 12 months from now – returns.
On the flip side, other companies with a conscience (there may well be a kicker down the line) have sought to alleviate the financial burden or at least face reality. Sky, for example, have allowed customers to pause their Sky Sports subscription until normal service resumes and they are in a position to broadcast live sport again.
Sky, and I can’t believe I am saying this, deserve full credit for being ahead of the game in this. Ultimately, though, they are doing what you would expect in the circumstances.
Meanwhile, BT Sport have offered a similar but different option which is causing plenty of consternation among subscribers. At the time of writing – and in this current climate everything is subject to change in an instant – BT had still not offered a blanket solution to a problem which at best looks like egregious customer service and at worst a ruthless means of protecting income while serving up an incomplete product.
A statement on BT Sport’s website as of Friday afternoon read: “We understand that this is a difficult time for customers and if they wish to discuss their BT Sport contract or other options, we would ask they give us a call. Alternatively customers on our new flexible TV package can pause their sport subscription and switch to a different pack should they wish.”
The website does not give any advice, however, for those not on the new flexible TV package. Furthermore, anecdotal evidence suggests customers are engaged in a futile exercise – with phones not answered at call centres, no easy method online for pausing their subscriptions and no coherent policy on what options are available – with some customers being allowed to cancel, others receiving halfprice offers for two years and some being given a month’s free subscription despite the Premier League announcing last week that there would be no resumption of football until April 30 at the earliest.
The BT Sport statement goes on to admit that high call volumes and staff shortages are part of the problem as the company seeks to adhere to government guidelines on coronavirus.
All of which may be true; either way, it is a public relations disaster and one which people are unlikely to forget. Indeed, making the job easy would have bought goodwill and, in all probability, have brought customers back when football – with fans desperate for a resumption – returned.
Above all, it is always the lack of availability of a simple resolution that irks customers most, the more so when paying for a service that’s not being provided and the onus was on BT Sport to provide the solution.
It prompted Labour MP, Carolyn Harris, to say: “BT are without doubt a total disgrace. I’m appalled that in this time of national crisis they are totally heartless in their business practice. Whilst the rest of the country come together in a spirit of unity and survival, they use the situation to profit, whilst not fulfilling on their commitment.”