I suspect the difference is that you have annoyed customers who want you to fix BT's sins immediately, if not yesterday..........
Those of us who are retired can take a longer term view, and write letters to the CEO and Chairman and etc.
BT have a unit that looks in to issues for those that write to the CEO. They also have a unit that look in to issues for BT staff and their relatives/friends.
Getting direct access to one of those units is the only way I know of avoiding hours talking to folk from the sub continent who only operate to a script...............although after the 3rd escalation, you do actually talk to someone from the subcontinent who knows what they are doing.
One of my customer service issues with BT was only resolved after many "BT" engineers came to visit us...............and, as you say, their competence varies widely. In my area, you can get the trainee one day, or the expert who solved the BT Chairman's problem, the next day.
Last edited by Ancient Observer; 18th August 2013 at 13:29.