that canadian girl

This evening, I came across a post where I couldn’t help but think that I had to share with fellow bloggers.

Darren Rowse, pro-blogger and six-digit-salary man, tells bloggers to get rid of their inferiority complex, and I could not agree more! He gets loads of emails from bloggers asking for tips or advice (why don’t I get more mail from you readers?!) with many self-deprecating comments, claiming they’re “no A-list blogger” and “don’t write as well as they do…”

So this is to tell you, my fellow bloggers, to take pride in what you do. It doesn’t matter if all you write is a weenie little blog to track your child growing up, your BMI going down by preparing for a half-marathon for charity, or a technology rant.

Think positive, be proud of the fact that you’ve braved the wild world of blogging. You may not realise it but you’re boldly going where most of people around you won’t have. So grab that blog by the horns and be a sassy self-promoter. Whether it gets you a job, helps you find like-minded people for a project or just gives you an outlet to blow some steam off, enjoy the fact that you’re still more cutting edge than you might think.

Anyone who’s witnessed a typical weekday for me will have noticed my slight addiction to Twitter, a service that simply can’t be explained and has to be experienced.

But in my attempt to justify the thousands of updates I’ve posted on it, I’ll highlight a few amazing ways Twitter has helped me and those around me this week.

• It helped me discover how other bloggers felt about being accosted by PR agency, resulting in an article for The Blog Medic called “Marketing Ethics: Ten ways to piss off a blogger”.
• An ad hoc conversation led to a friend getting a job offer, and the entire conversation up to scheduling an interview call happened over Twitter.
• It allowed me to find a couple of new contracts for Pepsmedia redesigning blog templates & site launches.
• Since SXSW, I’ve managed to stay in touch with many of the lovely people I met there without going through the usual “ok I’ll reply to that email later”, where later becomes never. By keeping it bite-sized, Twitter makes it easy to stay in touch.
• I’ve found amazing support for the idea of SocialMediaCamp in London in July through fellow Twitter users who are interested and can provide skills and contacts I wouldn’t have had access to otherwise.
• A few people offered sound advice with regards to the process to setting up a limited company, again calling on the experience of others.
• It was the fastest channel through which I heard about Russell’s decision to stop developing Mowser on Monday night.
• It’s a great way to swap kitty photos with Mel Kirk

So there you go, it’s a business resource like no other, a great communication tool and an entertaining place to have water cooler conversations with like-minded people.

A couple of days ago, Hugh quit Twitter to work on writing his book. Now I’m considering quitting Twitter, but nobody’s signed me up for a book.

The reason? Spam, spam, eggs, bacon and spam. Well, without the eggs or the bacon. The sheer volume of new followers I’m getting these days who are blatantly spammers is getting increasingly frustrating. Sure, I can block them one by one, or simply ignore them, but if Twitter could implement a “flag as spam” a la Blogspot, then we could help each other and avoid 10,000 other users getting the same spammy follower message.

To add to the frustration, a friend pointed out that spam followers could very well use your RSS feed to create random copy for spam emails or blog comments in the future. I haven’t come across it yet, but I wouldn’t be surprised if it’s already happening.

I guess for now, the less drastic route for me to take will be to create a rule where all notifications of new followers will go straight into a mark-as-read folder. It won’t solve the problem that my feed could end up as spam material for some unscrupulous asshole out there, but it’ll have to do for now.

What this means is that if you start following me and you want to have a conversation, you’ll need to send me a message @vero for me to react and add you as well. Crappy, but it’s the best solution I can think of.

Anyone got a better idea?

A short word of advice to fellow WordPress users. Not only is WordPress 2.5 so awesomely great that you should upgrade immediately, even if it was just for the beautifully refreshed admin area (after years of staring at the same old UI, it’s so good to see a new one!) but you should upgrade if you want to keep appearing in Technorati.

Good ol’ Technorati, one of the largest blog directories on the web, has announced that, due to some security issues with older versions of WordPress, you need to upgrade to the latest version in order to continue being indexed.

Because of this ongoing problem, we’re discontinuing processing crawls of blogs that exhibit common symptoms of being compromised. We strongly recommend upgrading your WordPress installation. Even if you haven’t been afflicted by a compromise, by the time you are aware that you have been a number of negative consequences may have already occurred (for instance, flagged spam by Technorati, Google or Yahoo!) — this has been reported by many WordPress users.

This will be interesting to watch, seeing as even large blogs like TechCrunch haven’t gotten around to updating yet. Many less techy users will have to wait until their hosting’s control panel updates the Fantastico scripts to contain the latest version of WordPress. Considering the millions of ghost town blogs currently listed on Technorati, I wonder whether this will become a huge Spring Cleaning of all the unloved, dead blogs across the web. This might just turn out to be a good thing…

So, go on, get off your butt and upgrade WordPress to the latest version, and tell those around you to do the same!

I find it hard to believe that this blog is now four whole years of age. It certainly wasn’t my first blog - the first would probably trace back to around 2000, but was a poor excuse for a blog. It was, however, the first WordPress blog where I actually bothered buying a real domain name rather than a borrowed subdomain on someone else’s dodgy hosting, and it’s the first time I made an effort to scrap some thoughts together on a somewhat regular basis.

The first post was something to do with There.com, an early sibling of Second Life, the kind of avatar-based online world I’ve never had much interest in. A random start, but a start nonetheless.

Now, four years on, I can hardly imagine my life without blogging. It’s shaped much of what my career has become, giving me the fun experience of writing for Shiny Shiny a few times and resulting in getting headhunted to become a corporate blogger for Taptu a year ago.

Since those days, blogging has become pretty mainstream, both to my pleasure and dismay. It’s great to see so many people picking up a hobby once reserved for nerds who knew how to clunk together some HTML and update pages manually. Unfortunately, so many people also get the wrong end of the stick. I can’t judge personal bloggers, because it’s entirely up to them to write how they like and when they like. It’s the marketers, the CEOs, the business people who’ve decided to pick up blogging - I wish I could lend them a hand, help them make sense of blogs, which are so much more than just an online marketing platform.

But at least, at the very least, they are picking up on these new technologies. You gotta start somewhere, after all. You fall over the first few times you ride your bike, but you learn. Hopefully, I can help these marketers stop falling off their bikes. (Oh now that was a funny mental picture for me. Was it good for you?)

So, four years then… I might not be willing to raise little sprogs of my own any time soon, but my blog, that’s my baby. Happy birthday, little one!

Looking back:

• First birthday post
• Second birthday post: Whoops, I’d forgotten!
• Third birthday - I’m in trouble!: Andrew takes my blog down for a few hours after I ate all the Skinny Cow ice cream…

Gary Vaynerchuk, for those who don’t yet know him, is the guy behind, in front and all around Wine Library TV. He’s a raving looney, a totally loveable geek but most of all, a rough diamond of community relations amongst the world of overly polished marketing bullshit. He says things as they are and has marked me enough during SXSWi this year that I’ve got a couple of things he’s said up on my board of inspirational quotes in the office. (Thank you Gary, genuinely!)

He also agreed with me that making your own wine is a bad idea, mmmkay dad?

PS - I want my own WLTV sweatband bracelet thinger!

These aren’t the tidiest notes, and I even failed on jotting down exactly who was speaking but there are a few useful points in there… Thanks to Lionel for the insight on how Dell dealt with feedback in the early days.

The Future of Corporate Blogs
Read the rest of this entry »

South by SouthWest is over. Well, the interactive bit is anyways. Music is clearly still going strong, as I witnessed walking down 6th Street and lucking out on seeing Simian Mobile Disco at La Zona Rosa with a few of the geeks still left in town.

Reflecting upon the past week, it’s comforting to see a clear sense of community amongst the geeks. Topics that kept reoccurring were ones of social capital, change and collaboration. The jaded half of me couldn’t help but snicker. Is this hippie 2.0* or something?

Don’t get me wrong, I find this “Let’s hug, love and help each other” attitude immensely endearing and refreshing, but I can’t help but be tickled by some of the more naive ideas that were exchanged over the course of the week. Not every single one of our ideas will live on past the panels, not every one of our harebrained startup ideas will become the next Facebook and not every suggestion is revolutionary. But it doesn’t matter, it’s motivating to be surrounded by people with faith in their ideas and seemingly endless energy to turn them into reality.

So if it’s up to me, I’ll be attending SXSWi again next year. The panels may not all have been oh-so-fabulous, but regardless, meeting so many new people is an injection of energy, if nothing else.

I now need to somehow make sense of this creative energy and communicate it to my team at work. I’m not sure I can express it in words. Maybe I need a Kumbaya 2.0 to express my feelings?

[* I seemingly didn’t coin the word, as it comes up on the Interweb in a different context, but I think it’s terribly fitting here as well.]

With the beginning of a new year comes a brand new look for our Pepsmedia website.

We’ve been so privileged to have the opportunity to work with interesting, open (and sometimes challenging) clients in recent months, and they have kept us so busy that we’d neglected to update our own portfolio.

I’m looking forward to seeing what 2008 will bring!

This week, it is my honour to be hosting the second Travel Blog Carnival, launched last week by Darren at Travel-Rants. Last week, Europe a la Carte’s Karen hosted the first carnival. Without further ado, here are my favourite submissions this week.

First, brand new blog J Top Ten publishes the Top 5 biggest comparisons between South California and North California. Having never been, I was surprised by the seemingly significant differences in culture between what’s known to a geek like me as Silicon Valley in the North and the much-caricatured Hollywood further South.

Next, the Travel Advice and Guides in the Nordic Region blog confirms my suspicion that the Swedes are a bit mad. “Local officials have now given permission for construction of the worlds largest Elk.” Yes, you’ve read this right. An elk, towering 45 meters tall, containing conference rooms, exhibition halls, a restaurant, with an outdoor cafe on top of the antlers, to top it all off. Please, please tell me the exit isn’t at the rear…

Hole in the Donut’s Barbara Weibel writes this week about her experiences in street crossing across the world. From the madness of Indian streets where there simply are no rules to the unbelievably organised Singaporean roads. I’ll certainly be following her advice when I find myself on a new street corner; “When traveling in unfamiliar places is to watch the locals and do as they do, because they’ve definitely figured out the order of things.”

And finally, Foxnomad makes his predictions on what 2008 will hold for travellers. Rising airline prices, the advent of greener travel and third-world trips becoming more attractive are only some of his predictions. Only time will tell how close Foxnomad will be! All I hope is that he is wrong about his prediction on the likely increase in terrorist activity on tourist destinations.

Want to take part in the next Travel Blog Carnival? You can submit any travel related posts which you’ve written in the last 7 days to blog.carnival(at)gmail.com.

As first entry for my infamous Blog Topic Challenge, I thought I’d begin with an elementary and logical first step.

James Whatley, SpinVox blogger and great friend of mine, suggested that I should “write about your job and everyone you have ever met in your niche industry…” Great suggestion, but there are just too many awesome people I’ve met so I’ll split this into two entries, concentrating on the “write about your job” part first.

From one day to the next, I wear many hats… and wigs… and tiaras. By daylight, I’m part of a great team at Taptu. It’s my first time taking part in the early days of a startup and I’m really enjoying it. There are new challenges every day, which is a refreshing change from previous jobs where tasks were repetitive to say the least (could YOU spend 52 weeks a year sending email newsletters that always say the same thing? I couldn’t.)

These days, there’s blogging, attending events, handling search engine optimisation (which I love), researching new ideas for the search engine, speaking to our mobile search users as well as our Facebook app users to get their feedback (which I love even more!) and planning future super-secret projects which I can’t tell you about yet… unless you ply me with shiny gadgets, at which point I might just crack. Or not. (But you can offer me shiny gadgets anyways!)

My job also entails making copious amounts of coffee every day and occasionally teasing Bob about his taste in movies and Lynsey about her Scrabulous choice of words.

All in all, it’s exciting and challenging. And no, you can’t have my job!

Blog Topic Challenge: Want to suggest the next topic for me to write about? Leave a comment here and I’ll tackle your topic soon!

If you’re going to South by Southwest in March, let it be known. Add yourself to the wiki list started by Colleen and Adele, two Twitterers I’m following.

It’ll be a first-time for me, so I’m open to any opportunity to plan to meet and hang out with other bloggers or Twitterers!

[Update: Durr, forgot the wiki link the first time around. Thanks Mark for pointing it out…]

This blog has always been fairly adhoc in terms of topics, with the only running threads being technology, marketing, customer service or personal family stuff.

As an experiment beginning on Monday, Jan 7th, I’ll write a post a day - every day including weekend - on a topic of my readers’ choice. Depending on the topic, I may write a short ten liner post, or go ahead and do some full-on research if it looks interesting (and, realistically, if I have the time), but my challenge will be to post on that given topic every day without fail.

It can range from topics I’ve already written about where you want to know more, topics you’d bet your hat I know nothing about, or questions about me. Serious, silly, techy, non-techy, it’s up to you.* I’m putting my blog in your hands for a month!

To some people, 31 posts in 31 days seems like nothing, but this will most likely include some research on bizarro topics if people I know read this blog are anything to go by.

Make your suggestions for my first few posts in the comments for this post and I’ll begin the Blog Topic Challenge on Monday.

[* Please don’t make me write about rugby or cricket though, I just can’t understand those sports…]

Being the end of the year, everyone jumps in on Top lists, both retrospectively and looking to the new year. Fortune created its list of 101 Dumbest Moments in Business in 2007. From the peanut gallery, I can’t help but comment on their list and add a few of my favourite dumbest moments of the year in business and technology.

From Fortune’s list…

8. KFC/Taco Bell rats video in NYC

Did you really need a video to remind you KFC/Taco Bell is likely to kill you? Apparently, a million people did.

16. Microsoft’s PR firm sends writer own background document

Now that’s probably one of my worse nightmares when handling the PR aspect of a project. I’ve never had 13-pages long background files on anyone, but certain short notes which are helpful in remembering how to handle certain difficult people would probably not be received too well, should it fall in the hands of the person profiled.

17. Cocaine energy drink

Well, the marketing team can’t say they didn’t see that one coming when they picked the name. While I don’t approve of the choice of name, find another product that can call itself “Censored” or “NoName” yet keep a supposedly cool cachet to it due to its previous name.

36. Best Buy

“The state of Connecticut sues Best Buy for setting up in-store kiosks set to a website that looks identical to bestbuy.com but lists higher prices than those they would actually find online.” That was a marketing disaster waiting to happen, and I personally would have put that far higher on the list. For someone to actively commission this mock-site is beyond words. How else do they screw their customers?

46. Johnson & Johnson throw a hissy fit at the Red Cross for infringement of its trademarked red cross

Here, J&J’s PR team definitely could have spent a bit longer doing their homework and evaluating how to best put a positive twist, some sort of partnership with the Red Cross rather than getting all uppity about the international symbol of rescue, safety and health being used on First Aid Kits.

51. Apple threatens to sue a 9 year old for sending ideas

Here, good ol’ AAPL could have taken a kinder approach to responding to this child. After the public uproar, the little girl received an apology for the otherwise formal and harsh response from the legal department.

58. Taco Bell “It doesn’t pretend to be mexican food”

It doesn’t pretend to be edible either, does it?

59. Radiohead “In Rainbows” available freely

Fortune gets snipey about it, saying Radiohead will follow shortly with an album called “In Debt”, but TUAW echoes my thoughts - Fortune is utterly wrong in its calculation. Only the labels have been starved from their fat paychecks in this deal, with Radiohead clearing over twice what it usually would on an album.

65. Verizon Wireless realises it’s not God

Verizon Wireless attempts to stop messages from a Pro-Choice American association to its own opted-in subscribers, but gets overruled. Good. Mobile carriers are facilitators of communication, not a censorship office.

70. Circuit City shoots itself in the food badly

In a cost-cutting exercise, Circuit City shows 3,400 of its best employees the door. Nobody ever taught these guys about the 80/20 rule where a few of your employees either make up most of your sales or, at least, serve as positive motivators for the rest of the team.

Vero’s list of top dumbest moments of 2007

1. Twitter claiming upgrades every time it went down.

Don’t get me wrong, I love Twitter, I love their approach and style, and while I’ve never met the team face to face, they all seem like a bunch of people I’d love to work with.

However, when your community is made up of the cream of the crop of early adopters, you can’t take ‘em for a ride, or they’ll head over to The Next Big Thing. So Twitter, in the future, a bit more honesty and transparency would be very welcome when you’re flippin’ us the bird.

2. Facebook Beacon launches without asking users to opt in first.

This was a fundamentally stupid mistake. There’s a fine line between giving users useful services and features, and being invasive 1984-stylee!

I find it shocking that anyone thought they were doing users a service by opting us all in by default. Coming from an email marketing background, I appreciate how difficult it is to convince users to opt-in of their own accord, but sharing this much information without our explicit permission is downright disgusting. As one of the articles on this topic said, what if I was buying a book called “Coping with AIDS”? It’s not all about purple scarves and ruined Christmas surprises, it’s personal lives that could be ruined by it.

Thankfully, Facebook did well in listening to feedback and sorting the situation as quickly as possible.

3. Apple plays hard balls over iPhone in the UK, gets fewer sales

Against any past mobile culture in the UK, Apple chooses to charge a significant amount for the iPhone regardless of the contract it is purchased on. The Register comments on the tumbleweeds rolling by on launch night. Brits and Europeans aren’t blinded enough by Apple to fall head over heels when the deal isn’t good enough.

Hopefully, Apple will shape up to the culture in the next round of iPhones.

4. A few idiots rob the blogosphere from Kathy Sierra’s writing and insight.

I still haven’t forgiven the mean kids who’ve caused Kathy to stop blogging. It may have felt like a funny joke at the time, but their impact is greater than they realise. Her style was unique and enlightening for people in my area of work. It may have been 9 months now since Kathy’s stopped writing but her words still carry.

What are the dumbest business moments of 2007 in your eyes?

On December 11th, it was flagged up to me that our account had been debited by British Telecom for an unusually high amount. The cheeky bastards had helped themselves to £233 my money via Direct Debit, when the monthly amount I expected to be taken every month was a measly £10.49. The reason behind it was some unwarranted billing for work done outside our property some time ago.

I promptly wrote to the BT Chairman, their press room, Ofcom, Otelo and blogged my letter. Whether the knowledge that the issue was public made any difference to the pace at which BT dealt with it, I’ll never know. What I know is that the money is, two weeks later, back in my account after I was informally told over the phone that it would be back last week. Still not too bad.

What grates me is that there’s been no apology. I fought the charge and got a refund, but BT still seemed unapologetic about having taken the funds over an issue for which I wasn’t supposed to be charged.

This leaves me with a few words of advice to everyone who may not be keeping a close eye on their finances:

• Speak to your bank about setting a limit on direct debits when you expect monthly payments to be regular. It’ll avoid random high charges like this.
• Check your online banking once a week and sanity-check any spending that looks unexpected.
• Setup “monthly bill” payment rather than “full bill” with each service where your cost may vary and where maintenance work may be slipped onto the bill.
• Get everything you can in writing, or record phone conversations. I’m seriously considering recording conversations with customer service agents from now on to avoid “he said, she said” arguments where it’s my word against theirs. Anyone got suggestions on the best way to record all calls to/from a house line?

Everyone and their dog is complaining about Google Reader introducing the “friends’ shared items” functionality a few days ago, which enables users to share a selection of their feeds with friends. However, when introduced, Google automatically shared the existing “shared” feed, rather than letting users opt in. This caused an upheaval from people who, I suppose, had something to hide in their shared feed.

What has shocked me most with the crash landing arrival of this new feature is the poor usability of it. When Scoble suggested Google should add more granular control over privacy settings, he also asked readers to share feeds. I popped into my own Google Reader and looked for an easy way to find Robert’s feed and share my own with a few people. Stumped. Completely. There is no easy way to “request” a feed from someone you’d like to follow, just as there is no way to share yours with someone who isn’t already a Gmail contact.

It’s quite obvious that the Google team will improve on this as soon as they recover from their Christmas meals, but I’m honestly surprised that the feature was released as-is. Some thinking is needed on the ease with which one can share, unshare, specify what should be shared, who it should be shared with and how it should be shared.

Until then, if you’re looking for my feed, it’s right here - I’ve been on fire today and added loads to my shared items. I promise to be more reasonable with the number of stories shared in the future.

A week ago, I shared my complaint letter to British Telecom with readers, and it seemed to have had an impact! Many of you seem to have had issues with either BT as well (some sound far worse off than me!) and others with Direct Debit in general.

On Tuesday morning, I turned my phone on to find a voicemail asking me to call back Linda Duggan at British Telecom. Speaking to Linda, she assured me the refund for the full engineer visit charge would be refunded today. (As an aside, no, the money isn’t in my account yet, so whoever said “they promised you’d have it in your account by Christmas… but Christmas of what year?” will probably turn out to be right.)

So the outcome is as follows: I got my money back after a bit of whinging, I got an explanation on how to change my direct debit from “Full bill” to “Monthly bill” but nothing resembling an apology for taking the money in the first place.

The first lesson we all get out of this is that we need to keep a very close eye on our finances because companies will unapologetically take excessive funds out of our accounts without so much as a notification. I discovered there was a difference between Full bill and Monthly bill payment, and will ensure, from now on, that only the authorised amount gets debited.

The other lesson is that you shouldn’t be afraid to be forward and take your complaint straight to the top. Faffing with call centres won’t get you anywhere, they are not interested in your problem. Go to the chairman, the press office, the customer relations officer, and follow-up on it regularly. Don’t let it slip, be prompt in dealing with it when you discover the problem and you’ll get resolution.

I was about to leave a comment on Robert Scoble’s blog when he posted that he was celebrating seven years of blogging, and looking back at what had happened in that time. Having blogged for about the same length of time, I’m also amazed at how much things have changed. Thought I’d write my own entry.

In 2000, I was graduating from High School, starting Uni in Communication. I think that at that stage, I was hoping to be a news researcher for the CBC, or work in media somewhere. I had a severe addiction to the Internet - as confirmed by my parents, who could never receive a phone call due to my hogging of their phone line for dial-up access.

Having created my first website in 1994 during a “Discover the internet” summer course, over the years, writing online came in different incarnations, most too vague in memory and now lost in the ether somewhere on the web.

In the spirit of year-end retrospect life reviews, here’s what’s happened in the past 7 years or so…

In those years, I survived…

1. Started University in Comm, with no career clearly defined in my mind.
2. Met a Brit who stole my heart.
3. Took a year off Uni to go live in England. Loved it and vowed to return.
4. Finished University, graduating with flying colours and a conviction that I’d work in that wild world of the web, working in marketing, PR, communication or something along those lines.
5. Moved to the UK permanently, bought a house.
6. Got married.
7. Learned to drive and bought my first car.
8. A dozen jobs of varying level of responsibility, in creating teaching resources, youth care research, publishing (x5 jobs in editorial and marketing), marketing & biz dev in the hotel industry, email marketing, blogging & community evangelism in mobile tech, and thrown somewhere in there, I started my own web dev/marketing agency. Damn, not bad unh?
9. Joined far too many social networks too.
10. Tried a dozen GTD apps (yet I’m still as disorganised as I ever was)
11. Saw my little sister Jo get engaged to her high school sweetheart, to be married a few days from now.
12. Bought a new house and organised an imminent house move (didn’t know about that one yet, did ya? More on that later!)

There’s probably a lot more stuff I could add, but in this early morning jetlagged haze, I’m realising quite how nice the thought of croissants and jam, sitting at the dining table with my parents for the first time in a year and a half sounds.

I’ll have a drink (of eggnog or coffee) to the next seven years, at the end of which I’ll still be blogging - or publishing my thoughts online in one shape or form, whatever the terminology is then!

[Updates at the bottom…]

Today, I’m pissed off. I’m really pissed off. British Telecom, lovingly known as BT, is the largest provider of all things fixed phone line in the UK. Like a bully nicking your lunch money, BT has gone into my bank account, using our Direct Debit authorisation as an excuse to debit £233 instead of £10 this month.

BT, you’re messing with the wrong girl!

FAO Sir Michael Rake, Chairman
British Telecom Head Office
BT Group plc
BT Centre
81 Newgate Street
London EC1A 7AJ

12 December, 2007

Dear Sir Michael Rake,

REFERENCE: XX012345678 - Unauthorised Direct Debit from Customer

I’m writing to get resolution on an issue that was brought to our attention by our bank yesterday. On 20th November, BT took, without our permission, £233.59 by direct debit from our account instead of the usual £10.49.

The explanation given by BT customer service is that the funds were taken following OpenReach engineer visits to our property. This goes against any previous discussion we had with the Faults department and the engineers themselves.

Before each visit, we spoke to the Faults department and took very careful steps to ensure that it wasn’t our equipment that was at fault, to get confirmation that the problem was on BT’s side and avoid charges, should an engineer come by. Unplugging all equipment and removing the faceplate, we then asked BT to run the line test. Each time we did this, the Faults team ensured that we were not going to be charged because the system was flagging a fault on their network, “near our property”.

This required a total of three engineer visits, and as many days off work on my part or my husband’s which, needless to say, inconvenienced us immensely. The first engineer replaced the connections outside, making the line quality and our Internet connection abruptly get worse, introducing heavy static onto the line. The second engineer attempted to fix the heavy static by replacing the faceplate inside the property, to no avail. He claimed that the capacitor in the faceplate was faulty, but this turned out to be false.

Finally, the third engineer worked out that the crackling on the line was caused by the cable connections outside being corroded and could reproduce the crackling by simply moving the cable. He found water damage on the outside connections and stated that he was amazed the previous two engineers had not found that problem earlier.

He changed the connection outside to heavy duty silicon based connections and said that, as a precaution, he changed the cable from outside to the back of the faceplate. This significantly improved the line quality for both voice and internet connection quality.

Based on conversations with the Faults department, they reassured me every time that there would be no charge and that the line tests had proved as much. However, on November 20th, the direct debit of £233.59 was taken from our account, without warning, taking our account into overdraft. On investigation with your thoroughly uninterested customer service team, we discovered that the charge was for the engineer visits above.

We should not be covering the costs incurred by engineers’ incompetence and repeated attempts, especially when the work to rectify the problem was done outside of our property on the BT network.

I feel that BT has behaved unethically by charging us after guaranteeing over the phone that we would not be charged, and furthermore charging us without even notifying us! The £223 taken above our usual monthly bill should NOT have been added to the Direct Debit, as the agreed Direct Debit is for £10, not for BT to have a free for all at my expense.

According to the Direct Debit Guarantee provided by HSBC, “if the amounts to be paid or the payment dates change, HSBC Bank plc will notify you 10 working days in advance of your account being debited or otherwise agreed”, and BT did not follow this legally binding guarantee.

BT Customer service has our mailing address, home phone number, both mobile numbers, and email addresses and unquestionably should have notified us ahead of time to allow us to flag up that no charge should be taken.

I expect the full amount for engineer visits to be refunded immediately, as you’ve taken my shopping fund for family and friends this Christmas. For my faith in BT to be restored in any way, I need a confirmation that I will be able to limit the amount which can be debited without prior notification.

Please respond promptly, sending a copy of all communications via email, to ensure I hear back from you as soon as possible and receive confirmation that the funds are returned to our account.

Best regards,

Vero Pepperrell

CC: BT Newsroom
Otelo, Telecoms Ombudsman
Ofcom

[Update 13 Dec @ 10:50am: The Ofcom Watch blog has already picked up on my complaint letter. I’m sure that BT’s press room will be thrilled to see that the letter is reaching beyond my 26,000 monthly readers and onto other blogs within half an hour of being posted.

13 Dec @ 10:58am: The BT Newsroom has promptly responded to my email and said that the complaints department would be in touch soon. Must admit, impressed by speed of reply.

14 Dec: Less than surprised… I’ve not heard a peep from BT today. Is that going to stop me? Oh no it won’t! “Oh yes it will!” Oh no it won’t… Oh wait, I’m getting into panto mode here.

20 Dec: We hopefully have resolution. I’ve been promised yesterday that the funds would be in my account today and the full amount would be refunded. I’ll believe it when I see it but here is my follow-up post.]

Since I started blogging, iStockphoto has been my source of images to illustrate and accompany blog entries. The images were once cheap enough that a blogger who made no revenue like myself could afford to pepper the occasional post with an image to joosh it up a bit.

Now, however, I think I’m going to have to go a different route since prices are getting jacked up for the second or third year in a row. I know if I were to complain, the answer I get would be filled with words like “artist recognition” and “inflation” but it’s still getting out of my realm of comfort. I’ll be sad to go, especially seeing as it’s run by a bunch of (apparently) lovely Canucks, but it might be time to break up now.

So what are the alternatives? Flickr images which are licensed under Creative Commons, sites like stock.xchng and photos I’ve taken myself. Any other suggestions?