BT admit fault

Well, Alcoholics Anonymous always say that the first step to resolution is admitting to yourself, at the highest possible level, that you have a problem. I've slightly paraphrased that to include the dubiously sensical phrase 'highest possible level', so that it fits in with the next bit. The next bit, as you've probably guessed from previous posts and the title of this, is that BT have admitted that the service they provide is 'awful'.

It wasn't just some random phone operative in Delhi telling me this either, the word came straight from the top - from CEO Ben Verwaayen. Here's what he said in relation to my latest email:

Ian
This is awful, sorry about that
Team: can we contact Ian asap please?

Ben

Ah, email, I love you so.

Naturally, I'll tell you how well or not his team follow up on this.

--

Update:

Ian

Sorry for the problems you have had and the lack of contact. I will arrange for you to be contacted tomorrow and get this resolved.

Jim Brown
Chairmans Office
--------------------------
Sent from my BlackBerry Wireless Handheld

Or, as Danny interprets that one...

Ian,

We're really sorry for the problems you've been facing and our lack of communication throughout. In order to resolve this we're going to pass you from pillar to post until you eventually end up back with our customer service team in Mumbai.

Some made up person
Some made up BT Head Office