Yes very much agree - both cleaning and maintenance of cabin interior and equipment are now dealt with very poorly.
That is indeed an odd way to find out - although would still prefer if BA focused on the actual problem (a) more so than train staff in how to communicate them to customers (b). Once these problems become the exception rather than - as now - the rule, I think it will become easier for staff to deal with and communicate in a more appropriate manner.
Well yes, absolutely agree all these hard product issues must be sorted, we've all seen them raised time after time yet nothing seems to improve. But.... There will always be glitches and problems to be dealt with and when you look through these posts it's always the poor staff that get the most criticism or conversely the staff who handle things well, the greatest praise. The issue itself usually takes second place to the way it's handled. So I'd have to its for better training (or perhaps selection) of frontline staff as first priority. Of course just MHO.