After I in March posted a flaming comment on the lousy service of BT OpenZone, I received just the other day a very polite e-mail from the head of product management af BT OpenZone. In the e-mail the BT OpenZone representative apologize for the inconvenience, offers an plausible explanation of what went wrong and gives me a couple of vouchers for access next time I visit a BT OPenZone hotspot.

What to learn from this? BT OpenZone seems to care about their customers. And customer care does work. Now after being the beneficiary of some good old fashioned service my attitude towards BT OpenZone has suddenly changed to a very positive one!