What customers can expect from BT customer support...

Question

(In reply to the email at the bottom of this post. I am happy to discuss this with other members but please familarise yourself with the post first. I know its a long one, but I tried to make it as detailed as possible)
Hi Samia,
I don't want to give the impression that I like complaining, so I'll keep this factual until the end:
I signed up for infitiy 2 package with phone line in the first week of July. After purchasing the product online I called to arrange an engineer to visit who would install the product. During this time I asked about the £50 Sainsburys voucher promised at the time of signing up and was assured that they would arrive automatically within several weeks after my product was activated. The broadband went live during the 2nd week of July. One of my parents in a seperate address went through an identical (please understand the meaning of identical) process in all regards and after 4 weeks had not received the £100 Sainsburys voucher promised to her. So I started to contact the customer support team.
I was told by Ravi Prassad on the live chat support that the vouchers would arrive within 5 days  for both addresses on Wednesday 9th October - 8 Days ago. There is a full log of this chat included after this email, people can jump to it by searching for reference "Appendix.1".
I was unhappy with his manner during the chat log, it was lackluster, using words like "okay" and "yeah" to answer qualitative questions I posed to him. So I contacted both phone support and the online live chat support again. I was speaking to Harold from accounts on the phone and Mudassir Ali on the live chat. After requesting it, both of them assured me that a manager would contact me, specifically by phone, with my mobile telephone number provided at the time. The time frame was to expect the telephone call from a manager within 24 hours. I did not receive a phone call of any nature on Thursday 10th October. The chat log with Mudassir is also available below entitled "Appendix.2".
On the morning of Friday 11th October I contacted the phone support, this time getting through to a male customer service agent by first name Kin, he had an american accent. Kin apologised for the unprofessional service that I had been given and assured he would rectify the problem. He himself was professional in his conduct and convincing with his words. His exact words were that he had sent an email off to the "corporate office" requesting that I be telephoned that same day as a priority, in light of what had happened during the previous 24 hours. I did not receive a phone call of any nature on Friday 11th October.
On the morning of Saturday 12th October I contacted the support team again by phone and eventually got through to Niscive. He and another colleague tried to further assure me by raising what they referred to as an "Enquiry Confirmation Number" ticket (******-******) and I was once again advised that I would receive a phone call on either Monday or Tuesday.
After this I left it until 6pm on the night of Tuesday 15th October before contacting support again. I got through to a CSA agent who told me over the phone that it was his 2nd day answering calls. I was put on hold often however had told him not to worry about doing so, I simply wanted the issue sorted. After confiding in his colleague several times he assured me me that the vouchers would arrive in 2 days, on Thursday (today, 17th October). He repeated this statement several times before saying that he would personally sort it out if there were any further problems. I then re-raised the question of why management had not contacted me. It took several attempts to get this question through his limited teaching and it was a frustrating experience. In the end he advised me that I could expect a phone call from management with an explanation for the events that has happened. He said the managers name was "John" and I was to expect a phone call within 30 minutes. I received no phone call of any nature on Tuesday 15th October.
I was getting pretty tired at this point, I had spent an estimated 6 hours on the phone to BT trying to solve both problems (lack of vouchers and unsatisfactory customer service) so I decided to wait until today (17th october) to see if the vouchers arrived. Unsurprisingly they did not arrive with this morning's post. Then at 11:30am I receive this email from yourself (at the bottom of this post) explaining that I have to wait a further 3 weeks (15 working days) and you attempt to give me permission to re-open the enquiry after 14 days if unsatisfied, but your wording suggested I was unable to do such a thing before hand. Well this email will be getting posted, in full, on your public forums, as well as printed off and sent to BT head office and Sainsburys (BT are tarnishing their image). I might even pop in to Belfast in person to visit the BT-tower on the Laganside with a copy to hand in in person. I will of course blank any of my own sensitive information when posting this on the forum.
During the various phone calls I experimented with different options. There is set of options on the phone to go through to a complaint line. When selecting these options you get warned by a pre-recorded voice before being notified about being placed in a queue the following; "We are very busy at the moment and it may take considerable time before we can answer your call" as opposed the message you receive on the accounts holding loop "We are very busy at the moment and apologise for the delay, your call will be answered as soon as possible". It is also worth mentioning that there is never a wait on the sales team line at all.
Time for an opinion because this service is nothing short of a joke, and completely sub-standard in compairison to my previous ISP, Virgin who always took their customers very seriously and treated them with respect. BT seem to treat theirs as if they already own the person's credit card and pin code and there is nothing the person can do. Direct debits are not so hard to cancel, so it is within BT's monetary interest at this stage to ensure I don't have wait any longer than 5 working days for the vouchers to arrive. If your system is too slow to process things that quickly perhaps one of the amazingly lazy managers can get off his/her backside and personally purchase and post out the promised voucher to this disgruntled customer.  
Appendix.1

Answer 1

All of my personal details were omitted from the original post when the moderator >heavily< edited it removing all of the proving information of what has probably been my 2nd worst customer service experience with a company so far. All of this 5-6 working days stuff is utterly useless too. I want the vouchers sent out as promised by your own customer care team SEVERAL freaking times. I'm going to go off and see if I can find more public methods of name-and-shame because BT and the majority of its employees are completely unwilling to be accountable for their actions.
Oh and the very fact that a moderator has had time to come in and EDIT my original post but not provide support on it, is another joke to add to the book of "BT GOT YOUR MONEY FOOL HAHA".
Just look at these links:
Guardian Newspaper:
http://www.theguardian.com/money/2012/sep/28/bt-broadband-missing-sainsburys-voucher
-I'll be emailing them the transcripts, with all names & codes omitted to respect privacy, but everything else intact.
£100 Voucher not honoured:
http://forums.moneysavingexpert.com/showthread.php?p=63426257
Waiting for 158 Days!!!:
http://forums.moneysavingexpert.com/showthread.php?t=3940163
-Atl least we can enjoy the fact that this is a legal breach of contract and thus all "18 month" terms are out the window.
It's in the post:
http://community.bt.com/t5/Bills-Packages/50-Sainsbury-Voucher-in-the-post/td-p/494455/page/13
Still Waiting:
http://community.bt.com/t5/Bills-Packages/Sainsbury-s-Voucher/td-p/457413
The Wrong Side of 50:
http://wrongsideof50.blogspot.co.uk/2012/11/why-you-want-to-avoid-sainsburys-gift.html
These problems have been plaguing customers for over a year.