Nope, every single broadband fault we receive is as if it's the first time we have visited. I absolutely agree it is ludicrous and very embarrassing when confronting the EU, and they are amazed at the lack of information on the job.
Thanks for your insight BS
I thought it still might be like this. But I was hoping that it had improved.
I think the key thing in any technology problem is recording information. Then using it to help solve a problem.
I do understand that the feedback hasn't got through as over the years I've noticed the 'business mind' is very different to people in to technology.
I do feel that this system of not being able to share information between engineer visits is something that is causing a lot of faults to be persistantly there. In my mind it should be one of the founding procedures to solving faults.
One of the big frustrations is having to repeatedly tell the engineer about the same problem over and over, and after that there is a chance the problem never gets solved. I think it leaves both the EU and the engineer frustrated. Are visits time limited to a set time?
I do have to wonder why BT, the business, doesn't want to implement this system. Even if it was just an internal OR system it would be an improvement.
I think in some ways BT is that big that it still as a hangover from being nationalised. One of the big failures of nationalisation is one of deadlines. There isn't a big incentive to actually complete things on time, council roadworks being a good example of this i.e. long delays.
There is probably an actual clash of philosophies between the 'old BT' and the 'new OR' people.
I guess the question is how to resolve this issue so that the attitude changes at the top of BT and they give way to newer ideas and streamline procedures.
It is a good step that they are now listening to people about the indian call centres. So they are listening on some level. Maybe if more people knew about this lack of communication (ironically) system at engineer level holding things up, then BT might listen more intently if its coming from its customers.
P.S.
I don't think the attitude of BT is unique to them. We see other companies doing the same slow thing in other areas of business were they have a built in advantage. Sky comes to mind when it comes to tv channels. I must admit it gives me a chuckle when BT and Sky fight. Both plead innocence, yet both try and cut each other the lowest deal. So we know if Sky was in the same position in this area they would be doing exactly the same.
I guess the problem is, how do we get the front runner to regulate themselves competitively.