[quadplay]

Must you be quite so negative all the time, Neil? As I've said, hopefully the consolidation of the call centres will mean that it is easier, cheaper and quicker to train staff. Why not wait and see? And don't come back saying you've waited and seen before - it might just be different this time. You never know.

For what it's worth, I am "front line" staff, and I deal with every single issue I possibly can and take ownership of the problem in every instance.