I don't think they are that bad, well not when you get your local MP involved due to a faulty line.
Most of the time when you phone them your talking to BT India which can be helpful sometimes, but mostly seem to read from a card with a flow chart on it, which may resolve the basic issues.
If your referring to BT FON, for some reason BT India didn't disable that feature even though they said they would, it just didn't get disabled.
But using that BTCare link can take a couple of days for them to phone you back, but I have always had better result when using this link.
Also these people after explaining that enabling BT FON on such a slow line is rather stupid and we need as much of our connection as possible, granted if we had fibre this may change, but they was very happy to disable it and low and behold a day later when our SNR was reset and the re-sync I noticed it was disabled.
So it all depends on who you talk to.