berniemills
28-07-2006, 10:07
I have recently just spent quite some time interacting with NTL and I wanted to pass on the good and bad points that arose.
I have several opportunities to chat to sales, IT support and customer support staff at NTL over the phone. Top marks to them for their work. They where professional, courteous and solved my problems very quickly. Well done.
Unfortunately I cannot say the same for the installation engineers. Bottom marks for them. They turned up late even though they had a 5 hr window to aim for. They had no idea what the actual job was. Then after I explained what the jobs was they jumped at doing the easy bit of swapping over my set top box without fixing the wiring that I had arrange with customer service. Clearly they where just being lazy and hoping to get off without doing the full job but still getting paid. Shame on them. They gent kept saying that "It was not on my job sheet" when the actual job he quoted was completely wrong. They were however easily able to change the job sheet so it looked like they had done the job and of course they would get paid for the installation without actually doing what I had arranged. In the end I let them go without doing the full job because the conversation with them was very unpleasant and I was actually looking after a young child at the time.
Its a pity NTL have people working for them like this. They are doing such good things with the web site and obviously with the customer service but the people they send into your house have no idea how to talk to customers and are destroying any faith customers have of them.
NTL really must do better.
I have several opportunities to chat to sales, IT support and customer support staff at NTL over the phone. Top marks to them for their work. They where professional, courteous and solved my problems very quickly. Well done.
Unfortunately I cannot say the same for the installation engineers. Bottom marks for them. They turned up late even though they had a 5 hr window to aim for. They had no idea what the actual job was. Then after I explained what the jobs was they jumped at doing the easy bit of swapping over my set top box without fixing the wiring that I had arrange with customer service. Clearly they where just being lazy and hoping to get off without doing the full job but still getting paid. Shame on them. They gent kept saying that "It was not on my job sheet" when the actual job he quoted was completely wrong. They were however easily able to change the job sheet so it looked like they had done the job and of course they would get paid for the installation without actually doing what I had arranged. In the end I let them go without doing the full job because the conversation with them was very unpleasant and I was actually looking after a young child at the time.
Its a pity NTL have people working for them like this. They are doing such good things with the web site and obviously with the customer service but the people they send into your house have no idea how to talk to customers and are destroying any faith customers have of them.
NTL really must do better.