Re: Compensation for loss of service?
 

I believe the company really do want to put the problem right. As time has gone by, there are more and more managers and team leaders coming into the business, including my own, who have high standards of service as their top priority, because that's where the business will grow now. And although I'm a victim of it, I *do* now believe that the company is right to want to reduce the number of call centres. It really is hell on earth sometimes trying to get a customer through to the right person, and even when you do the systems and processes are not consistent.

A shame about the redundancies, but from an unbiased point of view something had to be done. My department prides itself on high standards, but we only serve a tiny part of ntl. Other regions may have different rules and processes. Standardising all those is nigh on impossible.

I'll be sad to go. I truly wanted to be part of harmony and the changes and improvements. I wanted to be able to stand at the other end of all this when things are pretty much ok and say "I came through that. I was part of that. I did my bit to help fix it". But I won't be able to. Never mind, some you win, etc. I don't believe there is any conspiracy to not employ me...I just can't do the roleplays, and it's got to be the same rules for everyone. They can't make an exception for me because I'm crap at it.

Re: Compensation for loss of service?
 

Quick update - interesting discussion. Having had a read through and calmed down a bit I realised it wasn't really about getting compensation - it was about acknowledgement and ownership of the problem. I wrote an email to Mr Hussain in the end putting my case as briefly as I could. I have an acknowledgement of the complaint.

Sadly, my phone service then died again on Thursday evening - eta is now Monday for a fix. I've posted a log of my contacts with NTL so far (no full names used) and the text of my letter to them.

Anyone any other thoughts? Or should I just quit now - I don't want to as it will mean either unbundling the cable and wrangling over how to cost it, or just dumping it altogether (and once you've had CBeebies, you can't go back).

Re: Compensation for loss of service?
 

I don't really think you need our opinion on what to do (by that-I think you already know what the best course of action is)

Any company that treats it's customers the way you have been treated (remember you are still without a phone line)-does not deserve a penny of anyone's hard earned cash IMO.

Re: Compensation for loss of service?
 

I can give you Mr Hssuains direct dial (and that of his PA's too) if that's any use to you?

Re: Compensation for loss of service?
 

Ok - thanks.

Re: Compensation for loss of service?
 

FYI-We have a list of all relevant contact details here.

HTH.

Re: Compensation for loss of service?
 

Neil, that's a bit out of date now - I'll send you an update next week.

Re: Compensation for loss of service?
 

Thank you. :)

Re: Compensation for loss of service?
 

erm this is a bit of an old thread but i've been linked here by some guy's personal webpage as i was looking for info on compensation re ntl tel disconnect. Just wanted to say I'm glad to see all this discussion about it as it'll save me the aggro of bothering ntl about the compensation i'll only end up being disappointed by.


Had my phone mysteriously cut off 2 weeks ago; tried to call ntl on the saturday (not a good day to try to do that i discovered), got through on the monday to be told it would be another week and a half before an engineer could get to me. I'm not in the outer hebrides btw; i'm in cambridge - seemed a long time to wait. anyway that's 2 weeks without a phone - i don't have a mobile - it's been a real inconvenience. And for which i gather from posts here i may receive about 4 quid. Great!

Perhaps that's all i deserve tho. Few years ago had a similar problem with my old BT line, which took a month to sort out. Received 900 pounds @ about 30 pd ! I was a bit embarassed at the time but actually now i'm just grateful; it makes up for ntl being so backward with their customer service thinking.

cheers

Re: Compensation for loss of service?
 

On the issue of compensation btw just a small point of disagreement with one or two posters.


Not only have you lost the service you've paid for when something goes wrong and so should be 'refunded' - you've also lost the chance to be with another telco during that time, by choosing ntl in the first place. So really as it's a competitive marketplace ntl should justify your custom with them by compensating you over and above simply refunding. Real problem i suppose is not that they don't care, they just can't afford it.