Here is a letter sent this morning to Ian Livingstone - Chief Exective of BT.
I have whiled away many hours within the purgatory that is your automated menu system, listening intently to the pre-recorded woman explaining how important my call is and how BT is committed to providing great service. I don't know who that Scottish lady is but I can tell you her lack of sincerity and her hollow promises have forced me to re-evaluate my opinion of the whole of Scotland.
I now have a service which is worse than when I first raised a complaint several months ago. That in itself is a formidable achievement, particularly given the time and the resource we have both devoted to the problem. I'm almost reluctant to escalate any further for fear of what might happen.