Last week I told you how my router kept playing up and how I had to keep re-setting it in order to get Broadband. On Saturday morning BT kindly rearranged me a new package and ordered me a new router, saying it would be here on Tuesday (26th).
Tuesday, Wednesday, Thursday and this morning went by and there was no sign of a new router. This afternoon I rang - picking up the phone at 2pm, I was in a queue until 2.20pm then a nice lady listened to my story and said she would put me through to the management team. I was in a queue until 2.35pm when a nice man listened to my story and after looking into things told me that the particular router which they were going to send me had been out of stock, so the order had not gone ahead.
Now a new order has been made,with a new order number, and the router is coming by courier and should arrive some time on Tuesday. After almost an hour on the telephone I am feeling more frustrated than I was before I started - not helped by the fact that in the middle of this sentence BT rang to ask me to do a survey about the service I had received.
I don't think anyone is to blame - it is surely the size of all these organisations that is at fault. Why do things have to be so large and unmanageable? Gone are the days when organisations were small and personal. We still have our local bank with bank clerks I have known since I came to live up here; they provide a really personal service but I wonder how long it will be allowed to continue as quite often our bank is empty whilst there is a queue at the cash machine outside.
There are a number of gas leaks down our lane - at least a dozen places where there is a very strong smell of gas when you walk past. The gas board finally came and repaired one really strong smelling one - but the rest have remained unrepaired for the last couple of years. How much gas is being wasted? Who is paying for it? We have reported it regularly but to no avail.
Potholes proliferate down our lane every time there is a frost or a bad spell of weather. Gulleys at the side of the lane are blocked and have been for years.In the "good old days" this village, like all villages, had a 'road man'. Ours in the village where I lived was called Joe Hardy, and every day you could see Joe around with his spade and wheelbarrow, cleaning the gutters, chopping out blocked conduits, generally making things shipshape. (us kids used to go down to his house after school on Mondays just so that we could see his huge combinations hanging on the washing line. They had a massive slit in them and we never did work out whether the slit was at the front or the back!)
It is wrong to assume that everything has changed for the worse. It is wrong to look back and say that things were better in the old days because of course they weren't. But sometimes these large organisations seem to lose the personal touch and things get lost in the great skyscrapers of departments and the great avenues of telephone exchanges needed to deal with them.