Customer Service DOES NOT EXIST

Question

2 weeks to the day, and Infinity connection drops, DSL light constantly flashing green trying to connect.  Call tech. helpline and they have me do the usual jump through hoops to make sure that I was not stupid enough to unplug a cable and forget about it, power cycle the modem followed by the home hub-no good.  Next reset the modem, no good!! then asks me to reset the home hub to factory settings? I asked why? and was given the response 
"sometimes it helps"
I explained that the home hub is acting purely as a router and could not be connected to the MODEM being unable to connect.  I explained it like this - its like switching the TV set on and off trying to get a VHS player to work! she agreed and arranged to send and engineer to the CAB as the results of the line test show there is a fault. 
So Wednesday the connection goes down, Thursday has an engineer appointment between 1-6pm.  
Thursday comes and by 530pm no engineer!!! I HAVE TO CALL up to be told that the engineer has been cancelled due to lack of resources, the call centre staff explained it probably means that they had to much wok on.  ANOTHER appointment is arranged for Friday again between 1-6pm - hopefully this will get fixed hahahaha
Friday 8am!!! get a call saying that the engineer has been CANCELLED again!!! why? why? why? I ask...to be told that the engineering team have cancelled it as they want to carry out, and I quote "remote settings".  After trying to get to the bottom of this he agrees to transfer me to his manager-WHO DOES NOT START TILL 12PM UK TIME.  Great more time wasted.  Manager calls me and informs me that no "remote" settings have to be fixed and I have to have an appointment now for Saturday 1-6pm (so Wednesday to Saturday great work bt).  
I explain that thats not good enough and asked why the appointment was cancelled, he carried on saying how it was an error as was Thursdays appointment, I asked what he mean by that and he explained that it was 2 incorrectly entered engineer appointments and thats why I had a no show from the engineer.  I explained that when I was called at 8 am the guy had called the engineering team to find out why and they said about the remote settings so why are you telling me about errors on the system?  he would call me back after he had looked into it.  15 mins later and he calls saying they do need to carry out remote settings but not till the appointment Saturday!  I ask if I can have my original slot back for Friday and said NO and he would have to call me back to confirm the app. for Saturday as its not letting him confirm from his end.  I ask to be put through to the complaints department,  I explain the back history to her and was told she would look into it and call me back today, 12:30pm when call was ended.
 4 hours pass by and I am forced to call back.  My call gets put through to Priority Care (thats a joke) to be told "very very sorry Mr Bradly" when my surname is Bardsley and that indeed the appointment for Saturday was confirmed for 1-6 pm and she could not give me an answer as to why I have had 2 failed appointments and NO one has called me back with confirmations or answers.  I was talking till I was blue in the face and still got the scripted respones.  I ask to be put through to her supervisor to be told that "he will say the same as me sir"  thats fine I say let him tell me the same.  
  Get put through to the supervisor (he makes more use as a door stop) who offers nothing in the way of helping to sort this issue and tells me his hands are tied and he has no systems in place.  I ask has my appointment for Friday been filled and he said no! so I asked can he not make a call to the engineer's dispatch office and get some one round to day, as they have already failed me with 2 appointments and 3 none returned calls! all I would get is a very well practised response "NO we only have the ability to contact customers". 25 minutes later and I am told I can carry on with the appointment for Saturday or I can cancel my package "its up to you sir".  
As you can guess I put the phone down on him and tried again ! after another 2 hours on the phone trying to get an engineer out to me today and having to run through the back history 6 times and having 2 customer care staff hang up on me, I finally get put through to customer care based in the UK.
The rep based in the UK tells me that he has no idea why I have had 3 different stories or in fact why ANY of my engineering appointments have be cancelled.  He went to tell me that all Priority Care teams can contact ALL levels in BT to investigate a complaint.  Then he confirmed my appointment for Saturday 8-1pm? no I was told by 2 PRIORITY CARE team members it was confirmed for 1-6pm!!! he confirmed again what is on the system is 8-1pm!!! what the **bleep** are they trying to make me miss the engineer!! I know its for the cab but they said on a rare occasion it could be the modem.  
WHY DOES NO ONE SEEM TO KNOW WHAT THEY ARE DOING, OTHER THAN HOW TO READ THEIR SCRIPTS AND NOT LIST TO THE CUSTOMER.  I FIND IT HARD FOR A TELECOMMUNICATIONS COMPANY, THAT NO ONE COULD CONTACT SOMEONE IN A DIFFERENT DEPARTMENT AND SAY:
"HAY, WE DROPPED THE BALL ON THIS, CAN YOU SEND AN ENGINEER TO SORT OUT THE CONNECTION"
it seems like it is too hard as every time I asked for this, I was responded "we don't have those measures in place sir, you WILL have to wait till Saturday".  This to me is very POOR or none existent customers service.
When you are called you are beaten down with pre-scripted rubbish with out listening to the problem and LIED to!! 
The Results
Day 4 with NO internet connection.
7 Phone calls to BT from myself
2 Phone calls from BT to myself ( surely it should be the other way around)
2 days wages lost because of no shows from Engineers
4 hours 17 mins spent on the phone in total !
Conclusion 
If your reading through these forums to check out any issues on BT and are not a BT customer RUN!!!!! RUN AND NEVER LOOK BACK!!! I have never been so angry and disappointed in my life. SUCH **bleep** SERVICE!!

Answer 1

Re Wedding 
Re LaughingJohn.
Finally managed to get put through to "Priority Care" (who then admitted she was tech help, and put me through to PC!!!!!!) to discuss reimbursement/compensation.  I agree with both points how misinformation is given just to get the customer off the phone so that they can take another call to keep the "call waiting" time down.  They are so heavily scripted ( not their fault I am sure) that they prattle on with it and don't truly listen to what the issue/problem is.  And to have 3 sets of PC Managers deal with it is a joke.
Today they offered me (drumroll please)........... 4 days reimbursement !! which works out at £3:33.  I kindly pointed out the WHOLE story again emphasising the;
LIES
INCOMPETENCE
LACK OF CUSTOMER REGARD
THE INABILITY TO CONFIRM AN APPOINTMENT AS 8-1PM OR 1-6PM etc etc
As well as the £85 in lost wages for the 2 afternoons off work.
I then asked him again if that the £3:33 sounds as a fair offer, 25 minutes pass repeating my self over and over again pointing out that BT as the telecommunications company, has been put to shame and contacted more by the customer than Bt contacting the customer.
"I agree with you Mr Bardsley, and seeing as you have had a "not so good" experience (understatement of the year) I am willing to offer you £10 pounds, I am not really meant to sir, but on this one occasion I can"
I told him I was looking for AT LEAST 1 months free Infinity for the hassle (not expecting to get blood out of a stone) and was told "No sir".  Can BT admit they dropped the ball and meet me half way then? and give me half price then for nexts months fee?
"because you have called so many times sir and had a little bit of a bad experience (do they think that repeating this I will some how agree that the world is flat?) I can go to half price for you sir"
Not the result I was after, but still a result.  
I just don't get how such a large company can get it so devastatingly wrong.