Broken Britain - 11: Another BT Rant

If you read my last blog about EDF Energy and thought it was a one-off, let me recount something that happened on Monday with BT (British Telecom - yes, them again; see my entries http://rayfrenshamworld.blogspot.com/2008/11/bt-rantapologies-for-recent-silence.html November 26th, 2008 and http://rayfrenshamworld.blogspot.com/2009/10/how-to-take-on-bt-and-win.html October 4th, 2009 ).

Overseas readers my not be aware but we in the UK have been hit by a series of all-out Postal Strikes, lasting about 2-3 days each time and severely disrupting out e-bay deliveries and especially our bills.

So, on the afternoon of Monday 2nd November I received a batch of mail which included two from BT: one, dated 25th October was a bill for £51.61 for line rental; the other was a, somewhat threatening, chaser letter “Your payment is late“”, dated 29th October). This was a little odd considering both letters contained the words “please pay by Wednesday 4th November” - this being, after all, Monday 2nd.

I also noted that BT had failed to credit me £3 from my last bill, which they’d promised to do. So I phoned up the ‘Customer Services’ (sic) number and, after countless “if you wish to sell your Mother, Press One; if you wish to smash your head against a brick wall, Press Two….” options, I git through to someone…in a Call Centre…in Delhi (this is standard for BT).

He claimed we was aware of the postal strike but still said the bill remained outstanding.

Anyway, I decided to just bite the bullet, walk across the road to my bank, and pay the bill (in cash).

Much later that evening (the 2nd, remember) I noticed my telephone line could not dial out. There was a pre-recorded message to phone an 0800 number to discuss this Restricted Access. However, it said I could phone them “anytime between 8.am. and 8.pm”….. it was now 9.30.pm.

Next morning (Tuesday 3rd) I was phoned on my mobile, by BT, a pleasant-sounding American woman (I don’t know her location). I kept my cool and simply asked what the hell they were doing restricting my line. I mentioned my previous (successful) run-ins with BT, I mentioned OffCom, I mentioned Otelo and the ‘Alternative Disputes Resolution’ (that term always sends shivers down their spine). And then I added:

“May I draw your attention to three simple facts?:
1 - There is a postal strike in the UK, 2 - I didn’t even receive a bill until yesterday afternoon, and….er…., 3 - That bill was paid yesterday”.

There was a long, long embarrassed silence at the other end, and I enjoyed drawing out this theatrical pause.

Then I said, very calmly: “Would you like to take this opportunity to make a profound and grovelling apology to me?” She sounded sheepish and said she would restore the line.

You would think that was the end of the story. But that’s not the way BT do things here.

A few hours later (Tuesday afternoon, remember), the line was still not restored, I got a call from BT, from their Delhi Call Centre again, asking why I hadn’t paid my bill yet.

I just let rip and said “just wait for my next blog”. Their (barely comprehendible) Customer Assistant told me “it would take up to 24 hours to restore things”. How preposterous. I finally said to him: “Look, don’t bother apologising. We live in an apologist society - the more you apologise, the less meaning it has. Just fix the line, OK? - Now”.

Finally, by late Tuesday night, the line was miraculously working again.

….and it never occurred to me to query why they were treating me like this when the bill’s payment deadline was…er…Wednesday 4th.

As you can tell, dear Reader, BT are always eager to cut you off(even on such a meagre sum as £51) yet not so keen to actually deliver a decent service. [And what of all those corporate clients who have outstanding bills running into thousands of pounds? BT are not so enthusiastic to bully and throw their weight around with them, are they?

Again I say: you tell me this country isn’t broken?

Broken Britain - 10: EDF - a Rant.

This story starts about four months ago when my energy supplier, the French company EDF (or as some call it: Every Day a F***-up) told me I was due for a new electricity meter. So I made arrangement to stay indoors for half a day and they duly installed it.

Then a few weeks ago I received a rather panicky, heavy-handed irate letter (some might regard it as a threatening letter) tell me: “four months ago we installed a new meter. Our records show there has been no use on this meter since” and in not so many words telling me (in effect) ‘if you are using electricity from EDF and now paying for it you are defrauding us and in breach of rule so-and-so…..’.

I phoned them up and said: “ well I’ve been using the electricity since installation and that meter’s been ticking over and charging me as normal”. Anyway, they insisted I was wrong and that the meter should be changed - again - so we made arrangements for Thursday afternoon, which meant I had to stay in again from 12 noon to 6pm. At least I gave them my mobile phone number for reference.

So Thursday came around…I‘ve cleared all the junk our from under the stairs so the guy from EDF can have clear access. And at 12.56pm I went briefly upstairs to the bathroom and came back down to find a message on my cellphone.

It was a man’s voice, sounding barely Neanderthal: “Diss is EDF Energy here. I’ve just tried to gain access to your place and there’s a gate and a yale lock and I ain’t gotta key. So you’ll have to rebook diss appointment”. (I couldn’t return the call as the chap left no number).

I was baffled, especially since there is clear access to my flat, just up twenty steps (yes, those steps just by the big white-painted sign on the wall in ten-inches high letters, my door number - mong!

Then Pam, my neighbour from two doors along knocked on my door and handed me a card she’d just had pushed through her mailbox - from EDF. [She’s the one with the gate and the yale lock, even though that is a side entrance and not actually the slip road where you gain access to my place…

So I phoned EDF to explain their engineer’s gaff. Did they care? Of course not. As far as they were concerned nothing could be done, I’d have to re-book another appointment - and that’s what they insisted I do (thereby wasting another day of my time). [For the record, this person’s job title was Customer Services Assistant - a misnomer on all three words if ever there was one].

I refused and told them to fix it today, or I was an ex-customer.

For twenty minutes this arguing went on. “Look,” I said, “I’m sitting here in front of my computer, already on the uSwitch.com site. I’ve changed suppliers before, it’s not difficult, and I shall be switching at 6.pm. This evening if no new meter is installed by then….even if it means one of your highly-paid managers getting up off their arse and into their own car and come and install it themselves.”

I then reminded them: “If it wasn’t for your company’s incompetent installing of the original new meter, we wouldn’t be needing to go through all this. So don’t try and blame me for this one……You messed it up - You fix it”.

Thirty minutes later a manager phoned me back to tell me to stay indoors.

So a couple of hours later (3.30.pm) I heard two LOUD bangs on my front door knocker….strong enough to break the door down.

…And there he was…… white, long-haired, scruffy, mid-40s. He opened his mouth and it was that same mongoloid voice from the phone message.

I decided the best thing was to just zip my lip up, say nothing, and just let him get on with changing the meter.

I did explain to him how this saga started. He replied: “well, the person who installed this original new meter probably just lost the paperwork”.

So that’s alright then - Thank You EDF Energy.

And then he left….but I was left wondering: does it Have to come to all this kicking and screaming in order to get something done anymore? This is not just a one-off anymore in this country - it’s just typical.

- And you tell me that this country isn’t broken?

Sartorial Questions - 1

Maybe it’s as a result of the Eccentric Club award (This Blog: 6th April 2009) or possibly from the interview/profile I did for the FineandDandyShop.com site (ditto: 7th August 2009 ), but recently I’ve started to receive questions about fashion and style. I reprint two of them here (with their permission):-

1.
Q: I was watching a western movie today, probably set in the 1870s, 1880s, they are just trying to plan for the railroad lines.

The men were wearing suspenders [uk = braces], but they had the metal slides on their suspenders like we have today to adjust the fit. Would they have had those in that time period? [Pape G, USA]

A: I contacted my friend Chris at the Historical Emporium who suggested:
“Adjusting buckles were common, even back to the civil war period.
Here's a picture with a variety of suspenders styles from the civil war period.

“As to the specific metal buckle styles, I can't answer your question whether the specific style that we carry was common or uncommon.” [www.gentlemansemporium.com ].

May I also suggest, Pape, this would make an ideal discussion topic for the website http://www.livinghistoryworldwide.com - there is a wealth of Western re-enactors here who might have a definitive answer for you. Try my profile [http://www.livinghistoryworldwide.com/profile/RayFrensham ], go into my Friends list and search out a chap called Staggers - he seems to know his stuff.


2.
Q:“I’m writing this letter to explain you what is just happened to me, to be advised and to be elucidated by a Dandy as you.

“A couple of days ago I received an invitation for a Gala Dinner, for Dandies only, in which there was specified that wearing a tuxedo would be requested. I immediately wrote back about the coarseness of wearing that kind of suit compared to a Frac [ie. tailcoat] and the answer was: ‘We all love masquerades, but this is a modern event and smoking is binding‘.

“I can’t explain the sense of astonishment I felt and doubts arose in me after reading something that seemed so bourgeois And written by a presumed Dandy.

“What do you think about it? Am i guilty of inappropriateness?” [Gianfilippo, Italy]





A:Well, Gianfilippo, I do feel rather honoured advising on style to an ever-stylish Italian, but I accept the compliment.

Their response does seem rather odd. I would have thought, if the event was “for Dandies only” the mode of dress expected would demand flamboyance and extravagance. Personally, I would wear white tie and tails or possibly a frock coat.

Perhaps you might consider a compromise: perhaps a black tuxedo suit (normally worn with a black bow tie) but with an extravagant Regency-type bow tie or a cravat / ascot with stickpin.

I’ve also found in my archive a few other variations you might consider [click on the pics for the full version]:



(I am not sure how the smoking reference comes into it - unless you mean Smoking Jacket? - but I would recommend a good cigar or pipe).


Finally…I have a couple more questions ready to run with (including a fascinating one about Spats), but if anyone out there has a question they wish to ask me about clothes and style please just send it to me (e-mail: ray.frensham@btinternet.com ). I can’t promise a definitive answer, but I will Always have an opinion, and might be able to point you in the right direction.

Broken Britain - 9: Transport for London Bully.

I feared the Broken Britain strand in this blog might become redundant. How wrong could I be?

You think everything is fine in London?....watch this. you may not be able to hear him but the TfL employeee tells the elderly passenger he "should be slung under a train".

This is typical of the culture of Transport for London - throwing their weight around, bullying their “customers“… This is what we Londoners have to put up with these days.

The TfL chap – Ian – referred to the grey-haired passenger as a "jumped up little git" and a "little girl", in a torrent of abuse filmed by another commuter.

Here’s the extract from the blog by Jonathan MacDonald, the man who filmed it all:-

“Today [Friday 16th October], just after 2.30pm, I saw an elderly man with his arm trapped in the closing door of a faulty train at Holborn Station.

“We all thought the train was heading further east but actually, for reasons we shall never know, the train was terminating at Holborn and we were ushered out onto the platform by two (shouting) staff in Underground uniforms.

“The elderly man was slow to get off in the mad rush, hence the entrapment.
A few people around called to staff to open the door again so he could be released.
About 30 seconds later the doors opened again and he removed his arm.

“I watched as he calmly relayed his experience to the staff member (who was called Ian by the way). Ian didn’t think it was a problem – in fact, he was furious that the guy had mentioned it at all, especially as the guy was standing close to the track.
After a while, Ian started shouting at the guy to “stand back there is a fucking train approaching“.

“The elderly guy quietly questioned why Ian had to swear (as did several other passengers). Ian literally screamed in this guys face (and I quote): “because there is a fucking train approaching and I need to make sure nobody is over the fucking yellow line“.

“The elderly guy stood his ground – admittedly the wrong side of the yellow line (which was hard to see as there were hundreds of stranded people on the platform).
Ian then told the guy that he wasn’t allowed to get on the next train and had to “come upstairs to speak to the police“.

“That was when I pulled out my video camera. The below clip is taken immediately after Ian’s initial outburst and you can hear him repeat the police part too.
All seems fine until the incoming train arrives and the elderly guy tries to get on it – although watch how twitchy Ian is during the train arrival..

“You will hear Ian telling him not to get on and then threatening a halted service until he gets off again. Listen to what Ian says. Watch the reaction of the other passengers.
But then – right at the end of the clip (at exactly 50 seconds), you will hear Ian exclaim (again, I quote): “sling him under a train“.”

Initially, MacDonald was filming a little before this clip started but decided to stop filming. Then the woman employee came over to him and ordered him (!) to “stop filming”. MacDonald said “you know he could lose his job because of this?” and she just shrugged her shoulders and said “Huh!”.

At which point the brave Mr. MacDonald started filming again, and this is what we see.

Believe me, this is NOT an isolated case.

I hope my friends abroad take note of this, because sadly This is the kind of welcome you can expect from London these days.

Postscript: Within hours of this film appearing on YouTube the employee was suspended, pending investigation.

Bratislava Hot Serenaders: Time On My Hands + Rhapsody In Blue

Time to cheer myself up - and it’s been a while since I featured my favourites.

So here they are, filmed at the Whitley Bay Jazz Festival in 1998, with a lovely little vocal by Milos Stancik, of the Ray Noble / Al Bowlly song “Time On My Hands”.

[You will have to Copy / Paste these two links to You Tube (as the direct links have been disabled]

http://www.youtube.com/watch?v=QHLIwujll_U

And for those who want longer, more “serious” fare, try this: George Gershwin‘s Rhapsody In Blue (well, ten splendid minutes of it anyway).

http://www.youtube.com/watch?v=W5yzCyPR16k

I hope your spirits are a little uplifted.

How to take on BT - and WIN!

Back after a holiday break… I was in a coffee shop recently, advising a friend who was having serious problems with BT (British Telecom), his online suppliers. I explained the whole process I went through over a year ago - and I won [see end of this blog]… and a lady sitting at a nearby table started asking questions…she was also taking notes! I realised this was advice others might benefit from too, so here we go.

Unfortunately, you Have to go through these Steps, one by one, you cannot leap to the final step (and get it resolved).

ESSENTIAL RULE:
Keep a DIARY (of dates, letters, telephone calls, conversations, promises and broken promises, threats, etc). This applies to any complaint you may have against a company. ALWAYS keep a contemporaneous Diary.

Step 1: Write a letter to Ofcom [Riverside House, 2a Southwark Bridge Road, London
SE1 9HA. Telephone: 020 7981 3040 or 0300 123 3333 - I would advise you call them, they are very helpful). http://www.ofcom.org.uk/complain

In your letter, outline your complaint fully. They will then issue you with a Complaints Number (This is Important). [Note: On All future correspondence, quote this Complaints Number]. They will also send you a letter outlining what you do next. Which is:

Step 2: You write to BT (to their general address in Durham is OK, they won’t bother to reply). In your letter you outline your complaint, also write down what you feel is a reasonable compensation and give them a deadline to respond (eg. 10-14 days). Like I said, BT won’t respond anyway.

Step 3: Then you contact OTELO (the Telecommunications Ombudsman). PO Box 730, Warrington, WA4 6WU. Phone: 0330 440 1614 or 01925 430 049
http://www.otelo.org.uk/pages/4howtocomplain.php

[Note: These telephone numbers may be cheaper to use if you use a mobile phone or phone provider other than BT, and will be “free” if you pay a monthly charge for calls to numbers starting 01 or 02]]. You can also call them on: 0845 050 1614

Again, in your letter you tell them you wish to pursue BT through the ADR process (Alternative Disputes Resolution). [These words strike fear in the heart of BT!].

Otelo will give you the direct line and address info for BT’s complaints Department and tell you to send the outline letter also stating what you regard as reasonable compensation, and (finally) BT should get back to you - and things will actually start happening.

[Trouble is, you can’t jump straight to this point, you have to jump through all these above hoops first].

Step 4: FINALLY, you get to the BT Complaints Number, which is...
Switchboard: 013244 52933

One of their officers is Tony Crawley. His direct line number is 013244 57956 (although he might have moved on, or been made redundant - BT tend to make redundant their best staff].

Don’t expect to get through immediately - they are very overworked!

And send your complaints letter off to them, with what you regard as adequate compensation. They Will get back to you.

…and do get back to me if you have any success with this method.

In my own case, I spent almost eighteen months being buggered-about by BT. Once I started the OfCom process it was resolved in about eight weeks. Indeed, once I’d finally reached the right person at BT Complaints, he phoned me up with the words: “It’s taken me about four days going through your case to find out what it’s all about, and I have to say: we really have F***ed this one up, haven’t we?”.

Eventually I got:
- a wiping the slate clean of any claimed outstanding monies
- free line reconnection
- free line rental for one year and
- free BT Broadband for one year.

Niko Lindgren photo-shot: The Results!

I’ve been sitting on these photos for a few months (wanted to stagger things) - these are the results of the photo shoot I did with photography student Niko Lindgren in the studio at the University College for the Creative Arts in Rochester, Kent in April.

As usual, to see them in their full glory, just left-click on the photo and it will open-out to its full size.

(Above is an experimental shot with a piece if modern technology - the cellphone)
















For the full background go to 12th April, 2009 of this blog (Eccentric of the Year: Latest Developments - First Photo session). [That's when they were taken].
http://rayfrenshamworld.blogspot.com/2009/04/eccentric-of-year-latest-developments.html



I have to say when I saw the individual negatives, they were huge: 4” x 3”.





For you camera buffs out there, the main pictures (above) were taken with a Wista Field Camera with a normal (150mm) lens.

The stereo cards (below) were taken with a Yashica Twin-lens Reflex. The camera was fixed to a horizontal rod and a pic taken then moved about 5-6 cms. sideways along the rod and another photo taken, thus creating a Stereo-view...


...the idea is to print these photos out, stick them onto some cardboard together and then view them through a handy Vintage / Antique stereo-viewer. Simple as that.


Niko is back at the University in September to complete his final year. He's a bit of a Dandy himself and here’s a couple of his facebook photos.


That's it for now. Enjoy. Gotta go, just starting. xo xo