British Gas - are they ALL totally clueless?

A few weeks ago we were due to get a free Smart Meter upgrade and we waited in all morning for the appointment that never happened. Subsequent emails, despite a request that they ring me, resulted in them (or their not joined up computers) arranging 3 inconvenient new appointments.  Really they are a basket case!

Nearly a month later and I have still not been told why the very first appointment did not happen. They really really are useless. I am sick and tired of communicating by emails to, what would appear to be, computers or humans without brains.

I have heard similar stories from others too.  The trouble is I suspect the alternatives would be just as bad.