Credit where credit is due ......

Question

It's rarely that you get good comments in a forum, it's the nature of the beast, handy for info but mostly used as a means to complain, as they should be.
In light of this, I have a good story, and would like to thank the Glasgow based BT Openreach engineer who visited me yesterday to install BT Infinity.
I am in a Glasgow Tenement, one building with 6 flats, and I'm on the top floor. The old telephone layout was not ideal, with a old style master socket in the kitchen, extended into the living room for the phone, and further extended down the hall into my room for the PC and ADSL2+. This gave me a quite reasonable 12 - 13 Mbit connection.
I had visions of the master socket being replaced, the high speed modem connected in the kitchen. with a mains extension lead to to power it. Then a CAT5 cable would then have to be routed out of the kitchen via the living room and hall to get to my room, the PC and the Home Hub. Again, not a particularly good scenario, but workable.
The Openreach engineer took one look at it and decided to spend some extra time moving the master socket to my room, rather than leaving it in the kitchen. He drilled up through my ceiling into the loft, and ran a new cable from a new master socket next to my PC, up to where the junction box is, somewhere in that huge, mangy loft.
He then used my old extension cable used for broadband, snipped the socket off and installed it into the new master socket. At the the other end in the living room, he snipped the old plug off and fitted a standard telephone socket for the phone.
He was helpful, chatty, and willing to give out information. It was a job well done, and I would like to thank him for it ....... Cheers!

Answer 1

Somerled wrote:
jumpjet wrote:
It's rarely that you get good comments in a forum, it's the nature of the beast, handy for info but mostly used as a means to complain, as they should be.
In light of this, I have a good story, and would like to thank the Glasgow based BT Openreach engineer who visited me yesterday to install BT Infinity.
You've just highlighted the reason for many complaints.
Individually, BT employees do a great job, and genuinely try their best for the customer.  It falls apart when the customer has to deal with people who are NOT BT employees.
The front line Help Desk - which provokes most of the anger and frustration from customers, is not owned, staffed or run by BT at all. It's an Indian subcontractor (HCL Technologies). Their primary concern is their own profit line, not the welfare of BT's customers. As long as they meet their call handling targets, BT is happy.
So who contracts them and continues to do so dispite the many complaints ?
Could it be BT in the inteest of their profits perhaps ?
If any post helps tick the star box on the left
Just cause Im paranoid dont mean they are not out to get me