I am posting this here as it may be a useful illustration of how overly optimising processes can lead to incredibly poor customer service. Or maybe I am just ranting. In any case, this is a copy of a letter of complaint to BT, who has managed to completely mess up something as routine as moving home and taking my existing BT services with me. I am currently living without Internet in my house, which for a geek household is a bit of a challenge. First-world problems FTW.
I have been a staunch advocate of BT for many years and recommend them to anyone. I even pay them over £15k a year in my company to supply a leased line. But after this incredible nightmare I shall not be doing that again and as soon as I have some Internet connected I shall move away from BT for good. So sad. It would have been so easy if just one person had shown some ownership.
Update; BT's response to the complaint letter;
We’ll do our best to get back to you within 10 days. But when we’re busy, it can take up to 15 days.