Replacement Box Delivery Chaos.....

I'm really just venting frustration here, but here goes.
My vision box was broken by the recent firmware upgrade, and they offered to replace it. Whilst booking the engineer visit (not delivery, as they want to verify it's actually broken!), they said I would be called in advance of the call out about 30 mins before.
So, I take a walk to the shops and pop out for a few mins. Guess what?!? I miss the guy! No call, nothing!
I phone BT, get put on hold more times than I can remember, and finally transferred to the wrong department! Nice guy though, he managed to send me to the right people. The third lady was very unhelpful and told me the engineer was away elsewhere now, i pushed the point about the engineer not calling ahead and she said she'd speak to him again, suddenly she had actually put me through to him! Small result I suppose.
So, turns out he lives near me, and is still local. He is available to come back too, but just needs the job in the system. Fair play, and refreshingly honest. Also, he was never sent my mobile number with the booking...... Doh!
So back to Deli, and to be fair I guess their hands are tied. She can't book another appointment for today.... Only for a couple of weeks time. While I write, I'm on hold with a 'supervisor' who only has the same set of options.
This is ridiculously frustrating. I've never known service like it.
if you see this before my email Stephanie, please help!

Oh, and the other thing....
When BT booked the appointment with me, they advised that copying recordings from one box to another is simply not possible. But they would be happy to leave me the old box to allow me time to get the recordings watched or saved elsewhere.
The engineer said he had these notes, but that his manager said "under no uncertain terms leave that box behind!"
I was till just this second still on hold with Deli, but the line just went dead!
The deepest of deep joy.

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