This email was intended for the personal attention of your chief executive whose name is apparently a Gavin Patterson.
However it has transpired that his staff are forbidden to disclose his contact details, which gives me no alternative but to send an open complaint about him as he presumably professes to be in charge of management. I therefore hope that this complaint is read by every single BT employee as I believe that they need to be aware of the lack of support proffered to them by those senior executives who ought to regard their staff as their most valuable assets, but sadly it is apparent that they don't.
My complaint is simply this. I am a neighbour of a BT customer in her nineties and who is bedridden and requires nursing staff to attend to her needs 24 hours per day. She is on BT priority welfare service, and her telephone line became faulty on Tuesday this week leaving her with no phone. She needs constant contact with her carers, and to compound her misfortune, she learnt that her son had died last week and is absolutely distraught because she is unable to arrange his funeral because of the inefficiency of BT. I had spent 2 hours on the phone to BT explaining the urgent necessity of repairing her line, and was eventually assured that it would be repaired within 24 hours. This didn't happen, and have therefore had to spend no less than 7 hours today on the phone and online with BT who then gave me a date of 12 January.
This total lack of ability to fulfil their commitments is wholly unacceptable, and in these particular circumstances is absolutely disgraceful. My neighbour is of an age when any problems were immediately dealt with, and is therefore unable to comprehend that BT and very many other oversized Companies have contributed to Great Britain becoming no better than a third world entity. It seems they no not the difference between can't and won't!
A copy of this letter is being sent to my MP and various media Organisations in the hope that the Government can take some action. A Company that can't cope with its existing commitments should not be allowed to continue trading, let alone taking on further business.
With sincerity and sheer justified frustration,
Robert Hall
Email: roberthall2@tesco.net
Note. My address is withheld only to protect the privacy of my poor neighbour.
