Possibly one of the least customer-friendly things that big companies do these days is only offer automated answer facilities for customer helplines - "for so-and-so press 1, for something-else press 2...."
BT is one of the worst offenders in this respect, but a guy on Richard Hammond's 5 o'clock show today has found a way to beat it. If you dial 150, ignore what the woman says, and keep pressing the * (star) key in response each time she starts speaking - after six repetitions you beat the computer and actually get to talk to a human being.
So if enough customers do this, maybe BT will get the message about proper customer service!
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