Re: BT joined up systems
This is related to Brownridge's Law:
"The quicker a phone's answered in sales, the slower it's answered in customer services".
This is by no means accidental. Huge corporations like BT can afford to treat customer service in much the same way that the opposing sides treated defence during the First World War. Multiple lines of trenches, machine guns, barbed wire, massive artillery bombardments, and if felt necessary poison gas. Anything to slow the bastards down!
The harder it is to get service, and the slower and more unwillingly it is carried out, the less money the corporation has to spend on it year by year. If (and perhaps only if) you have something close to a monopoly, you can make a very great deal of money that way.
Biting the hand that feeds IT
