Yesterday, I had a nice experience getting a problem with my land line sorted out. Many people have slagged off British Telecom for being inefficient or incompetent, but I feel tha on this occasion they have given me good service.
The problem was the the line had become very noisy, with crackles making dialling let alone conversation impossible. The ADSL was also dropping out intermittently - I could tell that this had started happening from around 16:00 from my IRC scrollback.
As I was still having some broadband connectivity, I decided to try logging the fault through http://www.bt.com/faults. Not only was there a sensible input form with a dropdown select with a list of reasons, but after I logged the call, I got the opportunity to turn on two features:
Redirect incoming calls to my mobile for the duration of the fault
Progress of call sent as text messages to the mobile.
I had a text come through explaining that they had run tests and identified the problem. The following day, while at work, I had a further text saying they were looking at it - I let my team leader know that I might need to dash off home to give the BT engineer access to my flat. At 12:00, I had another text letting me know that the problem had been fixed.
So, full marks to BT for their fault service.