It Doesn't Taste Like Chicken

It doesn’t taste like chicken

What is it about the Service Industry in the UK? To be sure, it does very little “servicing”. Nor is it “industrious” if my recent experience is anything to go by.

As readers of recent posts will know, it was with some dismay that I discovered that it takes more than 14 weeks to buy a new Audi TT, being a cunning plot by those fiendish Germans to mess with the old supply and demand dynamic in order to sustain the retail price of their vehicles at ridiculously high levels – presumably in retaliation for our bombing of Dresden back in WW2 or something. As a consequence, I did not in fact purchase a new TT, electing to buy a nearly-new, ex-demonstrator model with lots of unnecessary bells and whistles that I will probably never use (such as cruise control).

Yesterday lunchtime I was driven out of my home by the combined presence of Mike, the painter and decorator, who is in the middle of putting right a collection of DIY disasters (not all of them mine) that have taken place in the property over the years, and, the arrival of Cheryl, our cleaner.
Cheryl is lovely but she does like to chat. Mike is lovely but he does like a fig role with his coffee, and a chat. I don’t do “chatting” so, consequently, I had stored up my chores for the day and promptly took myself off and left them to it. Maslow, our furball baby, does likes neither disruption nor the vacuum cleaner and similarly made himself scarce too.

For some strange reason I was hit by an attack of the munchies and so took myself off to Kentucky Fried Chicken at the Grand Junction Retail Park in the mighty metropolitan Mecca which is Crewe. I know, I know. But sometimes only the deep-fried Colonel’s secret recipe will do.

I entered KFC at 1.30 pm. There were just five customers in the queue ahead of me – a couple of likely-lad builders who were ordering a big bucket of spicy processed stuff with onion rings, fake ice-cream and a coke or something; an elderly couple with a purse full of small change with which to purchase their mini-fillets and fries; and a very easy-on-the-eye petite blonde girl. Unfortunately, behind me there was a very uneasy-on-the-eye lard-arse fast-food regular who was having a very loud conversation on her mobile phone. They should be banned! Both! Uneasy-on-the-eye lard-arses and mobile phones should be banned from all public places.

Tony Soprano once famously stated that all Blockbuster outlets are managed by rhesus monkeys (when arguing with AJ who had been sacked from one). The same is true of KFC it would seem. There was the usual array of inane teenagers sporting body piercings, tattoos, black eyes, baggy jeans and bum cracks, and not a GCSE between them. They all looked either stoned or asleep and in need of a good wash. They were certainly more interested in chatting to each other, cracking jokes, and ogling the petite blonde girl just ahead of me in the queue, than in serving the customers. After taking the elderly couple’s order, the greasy oik at the till actually disappeared for ten minutes. None of the other staff, including the beanpole, hippy Manager that looked like he had been brought up on a Greenham Common peace camp and was best friends with Swampy seemed to know, or care, where she had gone. I think she was a she, but the beard was a little confusing…..meow!

The petite blonde took her Zinger Tower and I stepped up to the counter just twenty five minutes after entering the establishment. Fast food?! The bearded lady had been replaced by jovial fat kid. Jovial fat kid prioritized helping his mate who had just come in to get an application form ahead of serving yours truly. And, without so much as an apology or by your leave, another five minutes later, he asked me what I would like. “A three piece Colonel’s meal to go, please.” said I. “Hold on” said he and disappeared around the back only to return with the magical words: “Sorry but we are out of chicken!”

I was furious. “You what! You’re out of chicken!? What’s the name of this bloody place? It is lunchtime on a Thursday and I’ve queued for thirty minutes to be told that KFC has no bloody chicken!”. The response? An inane grin. I stormed out for fear that I was about to commit a physical assault. I took refuge in the nearby MacDonalds, pursued by lardy-arse and her bloody annoying mobile phone.

Does anyone have the complaints department email address for KFC? Or, the telephone number of the petite blonde……?

Customer Service? Not!

Yet again I find myself at home, waiting for a BT engineer. BT. British Telecom. Waste of space. Is there somewhere that I can nominate BT as the worst example of customer service? Ever! The worst ever!

The corporate vision, posted on BT’s website, proudly declares:

Our vision is to be dedicated to helping customers thrive in a changing world. The world we live in and the way we communicate are changing, and we believe in progress, growth and possibility.

We want to help all our customers make their lives and businesses better with products and services that are tailored to their needs and easy to use.

This means getting ever closer to customers, understanding their lifestyles and their businesses, and establishing long-term relationships with them.

We're passionate about customers and are working to meet the needs they have today and innovating to meet the needs they will have tomorrow.

We hope that every time customers deal with us, their experience reflects our vision:
· we do what we say we will do - when we say we will do it - for the price we said
· we are pro-active and easy to do business with; we care
· if we don't keep our promises, we make recovery our number one priority.

Bullsh*t! Well, I’m still awaiting a response to my complaint email of 23rd October 2006. That’s five months! I am not feeling a great infinity with the corporate vision at the moment. And, I am at home again because they failed to turn up on Monday, when I stayed at home a whole day waiting for an engineer. All, I want is a new extension for my broadband service. And, I’m paying them shed loads for the privilege. If they ever turn up that is.

My complaint of October followed an electrical storm which knocked out my home broadband service. My first call found me routed to an offshore customer service centre in Bangalore, India. Don’t get me started! Well, it was Friday 13th. I should have known better. They ran a diagnostic. They declared that they could find no fault. They declared that the fault must be with my router. My router that was safely in a box, in a cupboard, upstairs, and well away from my broadband socket at the time of the lightening storm. Now, I am not technically minded in the slightest, but……

They were insistent and refused to do anymore to help me until I had replace the router. I replaced the router. Nothing. Not a sausage. Still broken! I phoned them back. They ran a diagnostic. They found a fault. They promised to fix the fault within 48 hours.

Two days later I received two voicemail message. Now that did impress me. The first message claimed that the fault had been fixed; the second asked me to get in touch in the event of further difficulty. On my return home I tried to connect. Nothing. Not a sausage. Still broken!

I phoned again. They knew the fault hadn’t been fixed, despite the voicemail that I had received. Apparently that was to tell me that a “copper engineer” had been to fix the line and now a “PSTN engineer” would be visiting, the following week, to fix my broadband. I was furious. I asked to speak to a supervisor. Oh, and what a smug "b" he turned out to be. I asked what had happened to my 48 hour window for fixing. He explained that 48 hours equated to five working days; seven calendar days. “Only on planet BT” I retorted!

While I was on the phone to the jobs-worth, head-up-his-own bum supervisor, I received another voicemail, telling me that my fault had now been escalated to an “Open Reach engineer”. Later that evening, I received another message asking me if I was still having problems. I was.

Three days later I received a call to tell me that after further diagnosis, they had discovered that the fault was “underground” and that an “underground engineer” was to be dispatched in eight days time (c. 72 hours in the world of BT). Underground? We had been spun this yarn with past faults, only to find the fault was in the box thing up the telegraph pole in the lane outside of our garden. We live in the middle of nowhere. Darkest rural Cheshire. Our wires travel many, many miles to the property via overhead cable. If we have an underground problem then it must be in a neighbouring county! Hence my email of complaint. My complaint of five months ago. To which I have had no response.

The fault was fixed by the engineer when he did actually attend, five hours late on a Saturday. A Saturday when we were supposed to be staying with friends. It took less than ten minutes to fix. Apparently it looked as if the socket had been “fried” during a lightening strike. Really? What a surprise. Why hadn’t we thought of that? Oh, we had mentioned it…….

Well, there are just fifty five minutes to go before today’s window for my engineer (copper/PSTN/underground/whatever) arrive closes. I shall not hold my breath. Watch this space. If I can log onto broadband after his arrival or not I will let you know…….

In the meantime, should you wish to waste your time complaining to this customer-focused money-generating machine, the email address is complaints@btbroadbandoffice.com. But, chances are your broadband will be down so you won’t be able to. Don’t even bother to try and phone them. You will be lost in the endless circle of IVRs – “press 99 for…..” before they eventually hang up on you after having you on hold for fifty minutes. As they did on Monday……
It’s now fifty minutes to go………sigh.

Oh, and if anyone wants a perfectly working router, let me know. I have one spare!