Re: NTL does anyone know an effective way to get your complaints resolved
 

i think i may not have been as clear as i should have been in earlier posts.
ntl written complaints department is small, agreed and there is a backlog.

the reason for this is first time resolution to a complaint over the phone is much quicker easier and cheaper, which is the reason ntl employ over a 1000 people in 3 call centers and not in the written complaints department.

sending a written complaint should be the last resort when all other methods have failed,

kat you said that you have been promised a call back but this has nt happened. have you taken the name of the agent and the name of the team leader that was calling you back? have you chased this up?

also you said you called and were told the systems were down. unfortunatly that is correct there have been a few problems with both ICMS and SABS recently (not sure about sms as i dont use it) unfortunatly these things happen and it is completly out of the control of CS. the only thing you and everyone else can do is be patient and accept the apologies of CS in that case

Re: NTL does anyone know an effective way to get your complaints resolved
 

Hi, lostandconfused
Yes, I have several names and when I do quote a persons name all I get is, that they dont know this person, I have spoken to a lady called elizabeth, an american, I feel I can put their first names because that does not identify them after all their are probably several elizabeths, I have spoken to a guy by the name of Riccardo, I was told I would receive a call of a Paul Mc ****
ft. spoken to a lady by the name of Cath, spoken to Kylie, I am under the impression that because we are asked for our telephone numbers before we start to make enquirys that its a regional thing and, perhaps my area isnt too good at customer care/concerns/complaints?, funny when you speak to these people that you have to start over again and that when you mention somebodys name they dont know who it is. Anyway, I am drifting off topic here and dont really want to do that, I wished to find a way to make an effective complaint and bring about a resolution, *sighs* kat:disturbd:

---------- Post added at 14:55 ---------- Previous post was at 14:37 ----------

Hi, Mr Angry,
Thankyou for your advice, I have looked over the website and found the address's I already know, but not individuals. I think now, looking at the responses here and indeed across the internet I should have been more carefull before taking up a twelve month direct debit contract. I didnt for see problems with a cable installation anyway like I have posted before I only have three months left then I will be looking on the web for an effective way to terminate my contract with them in such a way that I dont end up blacklisted (because I have heard its nearly impossible to terminate too) I will most probably by the end of the three months see if a solicitor is willing to write me a letter of termination and let them deal with ntl, as, to be honest I dont trust the incompitances in this regard too. Seems they dont want to address customer concerns.
Huggies kat and thanku for your suggestion:disturbd:

Re: NTL does anyone know an effective way to get your complaints resolved
 

I appreciate your concern but - just to note I have been passing details from hundreds of customers back and forth for the last 4 years. We have a 'trusted' reputation with ntl, to deal with such details from customers and once your issue is finally resolved - all details are destroyed.

I have to say though - You want recognition from ntl with your complaint - our path into ntl is official. I kinda feel with you coming out with comments such as 'we could do all kinds of things' a throw back in our face, with our offer to help you.

Re: NTL does anyone know an effective way to get your complaints resolved
 

Hi, Mick, and thankyou for your reply
I appriciate what you are trying to do and thats really nice but, anyone coming along and reading this thread hoping to find a way to have their complaints resolved through NTL official chanels will not be able to find a way. I was hoping that somebody may have had some experience of getting their complaint heard and resolved and how they went about doing this? I dont see a link on NTLs website suggesting we contact members on cable forum to seek answers so, yes. I wouldnt expect you to pass your credit card details over to me just because I say I work for "barclays bank" and can sort out your problems simply because NTL do not endorse you. I am not saying that for those willing to take the risk that you may indeed offer a solution but, its not an official one or otherwise their would be a link from NTL to here. Its also nice that you care about NTL customers, and that goes along way, its a pity that NTL cant resolve customer concerns in the same way in which you say you can. Yes, its about trust, today we cannot afford to be silly with our personal identity anyone that is courts problems. I genuinly hoped to find somebody somewhere thats registered a complaint and had it resolved and by what means they took to get it resolved thats why my post is open so that others flying by on google will say, thank god theirs somebody thats actually provided a resolution instead of moaning about how bad NTL is. thats what I wanted to acheive an effective way to get your complaint heard and delat with. I sadly realise now, that it appears of the face of it that NTL doesnt want my custom, or maybe they will wait until my contract time gets near? who knows, but, I know, I have learnt, sadly the hard way. I should have researched NTL more on the internet but didnt so more fool me really. I am the looser, and I am not proud to admit it. NTL will collect my money and prey on others, until perhaps one day somebody some where in an official capacity will say "stop this is wrong, we owe our customers", I cant see that happening *sighs*

Re: NTL does anyone know an effective way to get your complaints resolved
 

I still can't decide whether you have misunderstood the ethos of this site, or you are extracting urea, please can you re-iterate how you expect any different answer to your query, other than the ones already given. Sorry,again if I have 'the wrong end of the stick', but if you will only deal in vague terms, how can you expect anyone to answer with specifics??

- imo the answer to your question is to accept the help offered, I still wait to hear why you haven't tried that??? :confused:

Re: NTL does anyone know an effective way to get your complaints resolved
 

well, i must say, you do type a lot without actually saying anything, and your text formatting is really hard to read, but that not withstanding, sure i can understand your wish to remain near anonymous.

the thing is, after 9 months of your problem, have you ever actually outlined your basic problem to anyone?.

is it tv related, faulty STB related, stb modem related, stand alone modem related, accounts related, installation related, phone line related, sales man related, T&C related, data protection related, what ever i havent typed here related, what is it?.

given your generic topic of 'NTL does anyone know an effective way to get your complaints resolved' and you appear to have put up with your unstated problem for so long and are now personally resolved to non renewal of your valid? contract, then you might as well spend your money on legal council as you state above,and have them deal with your unstated problem/complaint, as that could indeed be 'an effective way', perhaps.

id normally also also point you to one of the consumer websites to see how they might have solved their stated problems, but in your case it seems your wish for near total Anonymity
lol http://en.wikipedia.org/wiki/Anonymity"
Anonymity is derived from the Greek word ανωνυμία, meaning without a name or name-less, and more originally meaning without law. In colloquial use, the term typically refers to a person, and often means that the personal identity, or personally identifiable information of that person is not known." and your refusal so far to state your basic problem could be a problem in resolveing your unstated complaint.

infact your posts to date are so generic, its seems possible that your a new eliza thats been setup to post on this messageboard and are collecting data for other uses, 8) , what you think Mr.A ?,shes a data collector for "barclays bank" and family!.

Re: NTL does anyone know an effective way to get your complaints resolved
 

hi kat.
you said in your post you have spoken to many people, but i ask again, have you requested to speak to a TL? if so did you speak to one? if not did you take the name of the TL that was calling? and did you chase this up?

you are asking for an effective way to get a complaint resolved.. well there are many ways. customer services is the first and biggest. if they cant deal with it then it goes up to a team leader. if they cant deal with it, it can be escalated to the call center manager (but dont expect to be put straight through to the top of the chain as thats not how it works)

if you dont like that option you can take number 2. customer concern, this is by all means the slowest way as you have to write a letter, wait for it to be recieved and for your time in the backlog to come and have it sorted that way.

third option.... here. cable forum have contacts and there are members of staff on here that have on many occasions offered help... what damage would giving your account number over and getting someone from ntl to call you do? if you dont believe they are genuine, what damage is you hading over your account number going to do? they couldnt change anything on your account because of the data protection and as no one on here would even know your adress let alone a password, a method of payment package details etc etc so if they did have ill intent it wouldnt even get passed about 1 minute in a call to ntl:

you say you want other members to be able to see an effective way of getting their complaint dealt with. well i would say if they have a complaint they can post details of it (preferably with at least a hint of what the problem is) so one of the many posters on here can offer some help.

in my opinion i believe you dont actually want your complaint dealt with, that way six months down the line you can say, big bad nasty ntl have refused to deal with my complaint for all this time, granted you shouldnt have to chase these things up and you should have a first time resolution every time, but you need to get real if you really think this is practical. ntl is a big company and have many customers, problems WILL occur.

similarly customer service agents, and even team leaders deal with hundreds of calls a day 5 days a week so things sometimes get forgotton or lost. as you have offered not even a bit of detail what the complaint is, you could still be anonomous i cant comment on why it may have taken so long.

i feel this thread is completly pointless as you have put everyone else in a position whereby no-one can help you, the thread will offer no advice to other customers. how do they relate their problem to you when we dont know what the problem is?

Re: NTL does anyone know an effective way to get your complaints resolved
 

hi Kat2 - I've got to say that yes, there are a lot of people frustrated with their service with ntl, but you've got to use all the resources at your disposal to find the result you want. Talking about your experiences on here - you are bound to find someone who has been in the same situation, or know what to do... I cannot recommend highly enough involving the moderators on this site - they really do get responses quickly from ntl staff. All they need is your account number, not your password (I'm assuming, being so security concious that you have a password on your account) and some details of the problem... I know it's not fair, but while you are passing your complaint on you could mention the problems you also have with their complaints procedures (or lack of them!)

C'mon - give us and the cable forum team a chance! :angel:

---------- Post added at 05:25 ---------- Previous post was at 04:59 ----------

okay, now I'm confused. why tell people in one thread that you basically don't want to talk about it... and then in another thread - http://www.cableforum.co.uk/board/sh...t=22954&page=8 :confused:

Re: NTL does anyone know an effective way to get your complaints resolved
 

I am not sure any of you fully understand? all companies have a complaints procedure, plainly set out, they also provide a number of ways to resolve your complaint. with regards to NTL, I have written to them about my complaint and indeed posted somewhere else on this forum. Seems to me that you all wish to attack me for not parting with personal information, makes me wonder if their could even be a crime syndicate working here? after all why do you keep going on about giving my personal details in a private message? I work for barclays bank and would never dream of asking anyone for their private identifiyable information, fistly as an employee I would land myself up in very serious trouble indeed (even the risk of prosecution) so asking for private information such as account details and telephone numbers no, sorry, and if you cannot see that then I dont know which planet you live on? have you not heard about the massive problems with identity theft?. I am not advocating that members here would resort to such measures but one cannot be too carefull. I never take help offered by somebody whom claims to have contacts. My thread is looking for a proper way to resolve a complaint. It goes like this, you firstly log your complaint in the official way, then if your complaint is not resolved by a specific time you can do the following options, you can write to option A, option B, all official bodies whom are accredited in law to deal with taking up complaints external to a company, take for example if you had a housing problem (tenant) and you follow your complaint to company level and get no joy, you can then take it external to another official link, say for example the housing ombudsman, or even the housing corp. (thats after you have exhausted local levels). I have posted about my problems else where and really didnt want this thread to be about me, and I keep saying this guys, this is about an effective way detached from me so that others can say, ah, thats interesting I will give that a try. wouldnt that be nice. I didnt want to involve solicitors simply because of the cost implications but, rather that once my twelve months expires, I would much sooner cut my losses than suffer further problems and to that end I would employ a solicitor, I have excellent character and dont wish to be blacklisted so, to me at the end of the twelve months it will be well worth employing a solicitor not to raise the terrible poor service I have received or indeed the way I have been treated but simply put I value dearly my credit rating and woulndt like ntl to try to discredit me when my twelve months is over. If your not sure what I am talking about key into google leaving NTL?
seems sadly this is a nightmare situation to be in stuck in a contract and paying for a service where the company couldnt care less.
I do thank you all for your coments and suggestions I know you all mean well. Yes, I could go on about my own personal greavance with ntl but thats not going to resolve it for others that may pick this thread up on the internet.
I am sorry you choose to attack me in such a way, I am the one posting here about my experiences, and I repeat again, I didnt come here for others to take private messages about my case, but to have an open debate about the best way forwards to resolve what seems to be a growing insumountable issue, not just for me but juding by the internet lots of people.
Huggies kat2:erm:

Re: NTL does anyone know an effective way to get your complaints resolved
 

Kat2: we have a very effective method of resolving matters with ntl which has never let us down. You are not obliged to accept our offer of help but if you want a gauranteed way of having ntl look in to this, send me or one of the team the details requested.

If you feel there might be a crime involved, feel free to contact the police and we will freely assist them in any enquiries.

Re: NTL does anyone know an effective way to get your complaints resolved
 

from re reading the other thread, at least i have some idea what the problem is.
you need to call Customer services. 0845 454 0000 (or use saynoto0870.com)

when you call use option number 5 that will take you through to the correct department.

ask then to fill in a complaints tracker, you will probably be asked details of the complaint again. you will get a referance number, make sure you write it down.

wait 48 hours as this is the turn around time for this sort of complaint, if you havent heard anything by this time, (which normally you will)tell customer services nothing seems to be being done, if they just say it is being dealt with ask for a head of department escalation form to be submitted.

after this i guarentee you will be contacted with a date that it will be resolved within 24 hours?

id say that was pretty effective

Re: NTL does anyone know an effective way to get your complaints resolved
 

Lostandconfused, I think I replied to your posting earlier on, I have logged my complaint three times yes, via the customer services department, yes, I have spoken to the technical department about my repair, yes, I have requested to speak to a supervisor on more than one occasion, yes, I have asked why my complaints have not been resolved, yes, I have written to the complaints department with the address supplied to me by ofcom, whom said they cannot get involved but monitor the situation, yes, the letter went recorded delivery, yes I am sure of the address to which the letter was sent due to ofcom giving me the details. I did try to ring and speak to customer concerns, which I have mentioned in my last thead only to be told they dont deal with complaints over the telephone but I have written to them in any case. I wish to make it clear I am not stupid, I have looked around not only here but the internet to try and find an effective way to make a complaint and that the complaint will be dealt with in reasonable time and resolved. I am not looking for anyone on here to have a word in sombodys ear and get something done, in my book that not how you follow an official complaints procedure. who is to say that if I did take it the un official way that it wouldnt happen again? I mean complaints delt with in an official capacity are supposed to be recorded and stored whilst on the other hand complaints through the back door.
Huggies kat2

Re: NTL does anyone know an effective way to get your complaints resolved
 

It's up to you - if want it sorted out, get in touch. If you'd rather take a chance and use a method which as you've seen is flawed, go for that.

Re: NTL does anyone know an effective way to get your complaints resolved
 

I have worked in a complaints department of a major financial institution for a long time now and I see here what I see every day, and that is an ownership issue. In order for your problem to be solved, you have to want to put that problem in the hands of others. There are people on this site who are NTL staff and they are sanctioned by NTL to sort complaints which are raised on here. As such, they will go through a formally recognised complaints procedure and will be trackable by the relevent ombudsman if it comes to that, however you need to hand the complaint over.

In short, You can lead a horse to water but you cant make it drink.

Please allow someone to help you, even if it is just for them to give you offical contact details

Re: NTL does anyone know an effective way to get your complaints resolved
 

have you recieved a refernace number when you logged your complaint? if not it means the complaints tracker - which goes directly to the installations manager - hasnt been raised.