Cooking Doesn’t Get Tougher Than This!
It doesn’t get more entertaining either. Masterchef is back and, yet again, it’s better than ever.
The producers have made some little tweaks here and there. All of them are improvements. The individual skill test in front of Greig and John is wonderful, confrontational, dramatic, even excruciating at times!
It is extraordinary that even the very best restaurants will now let in Masterchef contestants as guinea pigs in their kitchens. That is the power of television.
The secret ingredient? I’ve said it before and I’ll say it again- it’s the music. That’s what makes it so compelling. It’s the relentless driving beat. I don’t know whether it’s house or trance or what but it’s addictive. It’s the one. I’m totally, utterly, obsessed, enslaved to it. I couldn’t dream of turning over!
Cameron Takes Charge
I am tremendously impressed with David Cameron. His light has been hidden under the bushel of the coalition for too long. His courageous words in Turkey and India have reminded me that he is a true leader. Tonight’s excellent BBC documentary, Five Days That Changed Britain, reminds me that it was his bold leadership that initiated the coalition, an idea that is proving stronger and cleverer than anyone can have thought.
He has said precisely the right thing about Turkey, Israel, Gaza, India and Pakistan. He has spoken the truths that so many others have been afraid to. I am proud that he is our prime minister. He fills me with confidence that he knows his direction and will stick firmly to it. He is nobody’s fool and everybody’s champion. He is a man who I am very prepared to trust, to give him the time he needs to achieve the big ambitions.
David Cameron is the right man at the right time. We should all give him our support.
In Defence Of Nick Griffin
I am not a supporter of the BNP but I defend their right to campaign for their policies, especially those individuals who have been elected to office.
Despite his crass, discourteous behaviour, it was a mistake to have Nick Griffin barred from the Queen’s garden party. He was invited there as an elected MEP and he should have been welcomed in accordance with his office.
A bad mistake. Far too clumsy to have been made by any member of the Royal Family itself.










A Fundamental Problem At The BBC
with 3 comments
I am very close to being the BBC’s biggest fan. It is a remarkable and entirely unique institution. Somehow it occupies a place between the state and the people which I can find no comparison for. It would be easy to define it as some sort of socialist idea but it is genuinely independent from the state. I do, however, have some concerns about its accountability. I am very concerned about the way it handles complaints.
No Complaints Accepted Here
I have grown up with the BBC and I trust it. In fact, I think that it’s done a better job of maintaining Britishness and values of integrity, tolerance, fairness and justice than any UK government of any political complexion. That’s why the curmudgeons in all political parties turn against it. I think Jeremy Hunt’s recent attacks and comments were particularly poorly judged. He hasn’t a had a good start in government at all has he?
I made a complaint to the BBC recently and I am very, very unhappy about the way it has been handled. The subject is not relevant here. I shall write about it in future but for now it would distract from my point. I am horrified to discover that the BBC does not handle complaints itself. They are outsourced to Capita in Belfast which describes itself as “the UK’s leading outsourcing company…at the leading edge of redefining and transforming services to the public.” For me that needs a huge pinch of salt, a mountain in fact and even then I’m choking on it.
Handling complaints should be at the very heart of an organisation. It is the essence of your brand. There is no more important management function. Contracting them out is an abdication of responsibility. More than that, it is a complete failure of integrity, a massive mistake. If an organisation is truly committed to meeting its customers’ needs it must be as close to them as possible. This irresponsibility strikes at the very heart of everything I value about the BBC. I am deeply disillusioned.
If this disastrous decision had resulted in a well administered service then that might be some consolation but not a bit of it. It is dreadful. Every bit as bad as any horror story you’ve heard about British Gas, BT or yes, even a bank. This is the British consumer experience at its very worst.
Not What It Used To Be
In sharp contrast to the rest of the BBC’s websites, try making a complaint online. It’s like something from the very early days of the internet with clumsy, badly aligned fields and an archaic feel. I almost expect to hear a modem whistling away in the background. From a complainant’s point of view it’s quite useless. You don’t get any option to save a copy of your complaint or email it to yourself. You don’t even get an acknowledgement once you’ve completed it so you’re left with a completely unsatisfactory feeling of uncertainty. Did they get it or not? Will I get a reply? When?
It gets worse. Complaints are lost. They don’t get answered at all. They certainly don’t get answered within the 10 working days promised. One answer I received was just laughable in its anodyne, crass simplicity. It was nothing more than an patronising acknowledgement of what I was “unhappy about”.
Useless
I could go on even further but I won’t. It does get even worse and it becomes embarrassingly so when Capita start to trot out the oldest excuse of all about “system problems”. It is an excruciatingly bad, defining example of appalling customer service. I’d say it takes the biscuit.
All this is the inevitable result of outsourcing your complaints procedure. That aspect of business that should be one of your most important tools. What’s worse is that Capita are absolutely useless at doing the job.
It is no exaggeration to say that, for me, this rocks the very foundations of everything I believed about the BBC to the very core. It is not the organisation I thought it was. I feel betrayed. I am “disgusted of Tunbridge Wells”. In fact, I am very, very, very disgusted of Weymouth, Dorset.
Written by Peter Reynolds
August 12, 2010 at 2:37 pm
Posted in Business, Consumerism, Politics, technology, television, The Media
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