Obviously I had a bit of a rant yesterday, so maybe a chance to be a bit clearer on the real issue here...
Clearly mistakes can happen, appointments can be missed, work can be done wrongly or not completed, shit happens. It always seems to happen too much, but that is largely because we only "see" the problems.
The big issue here is how BT deal with such things.
The basic process is to arrange another appointment to rectify the problem or complete the work - and this seems to be done as a "normal" appointment. There is no concept of this being a screw up or having any urgency.
Now, we know BT can do work quickly - orders can be expedited (for a fee), and fault work can be done on a 24 hour a day working basis and 4 or 7 hour fix targets, if you have paid for the right service or the right "care level".
So it is possible to get another engineer out now, even if it is 8pm, and even if he is on overtime, to finish the job that should have been done by 6pm. It is possible to send someone on Saturday or even Sunday to finish.
It is certainly possible to make the failed job the first job for the engineer the next morning. That would not even add any cost but it would make a massive difference to end user perception.
But right now there seems to be no concept of a "priority" appointment for where BT have screwed up! Of course, where the CP has screwed up and not BT, BT could sell priority appointments for a fee as well.
If this does add cost that simply adds an incentive within the business to avoid the errors in the first place, and that is important. Without it business processes can simply become lax. Indeed, in some cases the problems mean more paid for work (I am thinking failed SFI visits here).
So, that is what I think needs to change.
P.S. why is a missed appointment charge about £80 where an engineer can simply go on to next job wasting maybe 10 minutes, but when an engineer missed an appointment wasting the end user a half day, BT pay out around £30? Is a BT engineer's time really that much more valuable than the end user's?