Why such an ordeal to replace a modem? Why is the ...

Have been browsing this forum the past couple of days and whilst my story is quite as horrific as some of the others that I've seen here, it's caused me no end of stress and inconvenience over the past week.
Last Thursday (12/06/14) my BT Open Reach modem stopped working. No lights at all, completely dead. I assumed at the time that it was a power surge that caused it to stop working as I live in a block of flats (and certainly that's what I've been telling the BT Helpdesk people) but absolutely nothing else was affected. Immediately I called up BT and told them what the problem was, I was extremely specific that it was the modem and not the router that was the problem. Fast forward to Monday and I find an Infinity Router outside of my door. Again I call the BT helpdesk up, speak to one person who has to call me back on my mobile so that he can do a line test (why I have no idea, the phone wasn't an issue). This call cuts out for some reason and I have to call back and this time I end up speaking to a very unhelpful and quite frankly rude woman who tells me that a call back has been organised for the 18th (two days away). I get really frustrated at this as I'm to be without internet for even longer and the problem seems to me to be quite easy to fix (send me another **bleep** modem). Why two days away? Why not sooner? The lady tells me that I will just have to wait and when I ask to speak to her supervisor/line manager she hangs up.
So I submitted a complaint via the website as I'm getting extremely annoyed at this point. I'm rang back the following day (17/06/2014, once again by someone outside of the UK, is even the complaints procedure outsourced? Really?) and told that BT cannot deliver an Open Reach modem, it has to be done via an engineer. Why wasn't this explained to me before I ask. Dunno he says, but I will be called back on the 18th. I ask, yet again, why the 18th? Why can't it be arranged now? He quickly dodges my question and reiterates that I would be called back on the 18th.
Today I got a call to organise the engineer call out. The guy I speak to drops the bombshell that I'll have to pay £129 for the pleasure of taking a day off work to be home for the engineer if it's found to be my fault. What he describes as 'my fault' sounds like anything short of the BT CEO turning up at my flat with a shotgun and a burning desire to shoot modems. He tells me that he cannot book the engineer until I verbally agree to these quite frankly ludicrous terms and conditions. I'm very conscious of the fact that I've been telling the helpdesk people that it was a power surge that caused the problem as this will no doubt constitute 'my fault' despite living in a block of flats and the myriad of other devices I have plugged in being fine.
I've been with BT (for the first time) since September and this is the first time I've had to deal with their customer service. I'm finding this all quite incredible, and the thought of ending up with a £129 bill at the end of it inspires awe, literal awe, in me. How the hell is this company's customer service so bad? Are any of the mods here able to help me avoid this stupid callout fee?

then to get an engineer who carries the modems you will need to agree the terms - charge if your fault before they will arrange an appointment
don't know if this helps http://bt.custhelp.com/app/answers/detail/a_id/12439/c/
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Trader Multimedia Inc.
www.tradermm.com
Date: Tue, 30 Mar 2010 21:46:43 -0600
From: [email protected]
To: [email protected]
Subject: AE CS4 - why such poor RAM preview on my FAST machine?
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>

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