Interesting, and a common error... the assumption that the estate agent is somehow there to serve the buyer. The vendor, of course, pays the agent, and while it's in the vendor's best interests to ensure his agent isn't pissing buyers off, you can't expect silver service from an agent every time you take a casual interest in a property.
There's some debate about whether the agency featured - London's well-established Martyn Gerrard - came away well or badly. Some might think they were crazy to even contemplate getting. Greene & Co did well out of a reality TV show a few (quite a few) years ago (anyone remember that?). But Portas's shows are different... they're set up around a premise that something's badly wrong. What do you think?
The Modern Estate Agent has an interesting perspective here.