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-   -   No Engineers Until Monday: WTF (https://www.cableforum.uk/board/showthread.php?t=18811)

scrotnig 17-10-2004 13:12
Re: No Engineers Until Monday: WTF
 
I think we should all stop looking at things from ntl's point of view and look at the customer here.

The customer is paying for a service that doesn't work and has to wait 5 days for it to be fixed. As far as the customer is concerned, that's crap. I don't care if Sky take longer, that just means they are more crap.

I know there are service level agreements, etc etc, but from the CUSTOMER PERSPECTIVE, the customer just wants it to work, and has therefore had a 'poor customer experience', the very thing this site was set up to highlight.

Unfortunately Tardis is not in my region, or else I'd have stepped in, but all anybody has done here is pull him down for complaining about what is, for him, a mediocre service.

Shame on us all as a community for not at least offering him some empathy. Four days is NOT good if you're sat without your Digital TV service for a weekend.

Mick 17-10-2004 13:21
Re: No Engineers Until Monday: WTF
 
Quote:
Originally Posted by andrew_wallasey
He has come on to have a moan and a dig at NTL that's all, he had given no one a chance to sort the problem out and in the end the 4 days was irrelevant.



If you just read his posts it just annoys me the way you can see he was obviously kicking up a fuss over nothing "i was going to lower my package from 60 pound a month to 10 pound a month". How far is that ever going to get him because unless he donââ‚ ¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢t want premium channels anymore he will have to go to sky and wait up to 2 weeks for an engineer to come out if you have a problem.



I told him to get a life because he obviously has nothing better to do with his time than come on here to have a moan about NTL. His TV had not even been off for an hour before he came on here!!! It's pathetic!!!
No it is not pathetic at all.

1) He was not moaning. 2) He came here to seek assistance. 3) He doesn't need to get a life. 4) If I was a new member I would not give a second look in on this place the way some of you have carried on. I am totally disgusted.

ian@huth 17-10-2004 13:44
Re: No Engineers Until Monday: WTF
 
What I would like to know is how long Tardis was speaking to the CS agent and what checks the agent did to try to ascertain what the problem was. I have asked this question before but it has been ignored.

I am also intrigued as to what was said and done when CS rang him back to apologise about putting the phone down on him and who rang him back.

poolking 17-10-2004 14:15
Re: No Engineers Until Monday: WTF
 
Maybe if Tardis' "tone" wasn't so confrontational then maybe others would have reacted differently to his situation.

Mick 17-10-2004 14:38
Re: No Engineers Until Monday: WTF
 
Quote:
Originally Posted by poolking
Maybe if Tardis' "tone" wasn't so confrontational then maybe others would have reacted differently to his situation.
I'm sorry I must be totally missing something here... Tardis was not at all confrontational, he had a genuine issue and all he was met with was 'stop moaning', 'get a life' it just simply is an unnacceptable approach to a new member - given that this is a new member who is not used to way of forum life or indeed this forum. We were all new once would you have been happy to have been confronted with the hostilities shown towards Tardis? As Mark B mentioned above this is a community for a discussion about issues regarding ntl or Telewest and if someone has an issue, it should be highlighted and recognised as an issue and noone should be met with 'stop moaning', or 'get a life.' :rolleyes:

Maggy 17-10-2004 14:54
Re: No Engineers Until Monday: WTF
 
Errr..Funny how we all got upset then!!!If his tone wasn't confrontational. :confused:

If we are going to behave along the lines of fair play then I have the following points to make.

If he had been told he had to wait a week to a month I would have understood.Agreed having the phone put down was unacceptable but I don't think that he was fobbed off particularly about his problem.

I have seen people told off on this site and the old .com for coming and asking for help far too early without giving NTL a chance to resolve it.Well it was resolved within 24 hours and no one has said well done for getting it sorted well within the time frame of 4 days.

We do need to be vigilant against blaming NTL for every single thing going wrong.Lets concentrate on when they do get it so very wrong but give them a chance to sort a situation out FIRST before giving them a beating.We also don't always shout out enough when they DO get it right.

I know NTL can be bad but on this occasion they weren't THAT bad.

Also he DID get an APOLOGY which is more than some customers get who have had some horrendous problems in comparison.

Incog.

Florence 17-10-2004 14:56
Re: No Engineers Until Monday: WTF
 
Quote:
Originally Posted by Tardis
I find it incomprehensible that some of you think that waiting 4 days or more for an Engineer or Technician is acceptable.
I have to agree if I was told that long I wouldn't be happy more so if I had paid for pay to view programs that would be displayed while I couldn't watch due to waiting for the engineer. I am sure there should be some form of reward for when the service is down if it is off for more than 24 hours.

Quote:
Originally Posted by Tardis
If people like yourselves are not prepared to let NTL know how you feel and that the service they provide to you is inadequate. Then the service is really not going to improve is it?:dozey:
I have been known to let them know what I think and have always kept on at them when the service was down also letting them know if the time for the service to resume is missed.

Quote:
Originally Posted by Tardis
I was not rude to CS. I just stated that it was unacceptable and that I was prepared to lower my package from nearly £60pm to the £10pm basic package, if I remained a NTL customer. I wonder what would happen if everyone was to tell NTL that they are prepared to just have the £10 package until the service improves?
I do feel for the front line staff they get the aggro from customers who cannot keep their cool when they cannot do anything its the bosses who decide if they are reducing staff and since the reduction in staff the service to the end user is not as reliable.

Quote:
Originally Posted by Tardis


In my original post I did ask whether I have gone the right way about this or should have I said something else. As by my number of posts you can see Iâ₠™m a new member to this forum, do some of you always welcome new members with such hostile comments? The next time your cab arrives late or your new washing machine, TV or whatever arrives later than you expected. I hope you remember me sitting at home watching TV with both my middle fingers pointing up you.:p: :p:




To others, thanks for all your support.
I am sure that those who did welcome you in the more hostile way will reflect on this and perhaps try putting themselves in your position to see how they would have felt.

I was told once that it would take 24 to 48 hours for a call back to just have the engineer booked to come out. I didn't like this and found another way around the problem. Infact it was wrongly diagnosed as a modem failure when it was the network failure. This was pointed out to them and I was back online within 24 hours. I feel 24 hours should be max and if NTL cannot guarentee this they need more staff. They shouldn't have a monday to friday cover its not like buying food its a service that runs 24/7 so should have some form of support for 80 of that and there should be weekend cover all packages. This is important for the customers even if its a member of staff working from home online.

I hope you stay around the forums we are not all hostile we don't bite but we may get heated from time to time. :D

scrotnig 17-10-2004 14:59
Re: No Engineers Until Monday: WTF
 
Quote:
Originally Posted by Incognitas
Errr..Funny how we all got upset then!!!If his tone wasn't confrontational. :confused:

If we are going to behave along the lines of fair play then I have the following points to make.

If he had been told he had to wait a week to a month I would have understood.Agreed having the phone put down was unacceptable but I don't think that he was fobbed off particularly about his problem.

I have seen people told off on this site and the old .com for coming and asking for help far too early without giving NTL a chance to resolve it.Well it was resolved within 24 hours and no one has said well done for getting it sorted well within the time frame of 4 days.

We do need to be vigilant against blaming NTL for every single thing going wrong.Lets concentrate on when they do get it so very wrong but give them a chance to sort a situation out FIRST before giving them a beating.We also don't always shout out enough when they DO get it right.

I know NTL can be bad but on this occasion they weren't THAT bad.

Also he DID get an APOLOGY which is more than some customers get who have had some horrendous problems in comparison.

Incog.
Indeed, and I disagree with telling them off.

I would always say, 'have you spoken to ntl about it', and if they say no, I may *suggest* that they do so. However, a good example of where this wouldn't work is the missing PIN numbers problem for cable modem registration. I know exactly what will happen if they phone customer services... a form will be filled in and they will be told they should hear something shortly. Whereas, in most cases, I know I can fix that issue...Monkeybreath also knows HE can fix them too...so we tend to sidestep all that and just jump in and sort it.

We should take every customer complaint seriously. After all, whether WE think it's justified or not, it's clearly a problem to the person posting it. Even if we think it is NOT justified, we can explain this politely without flaming the person concerned.

Mick 17-10-2004 15:13
Re: No Engineers Until Monday: WTF
 
Quote:
Originally Posted by Incognitas

I have seen people told off on this site and the old .com for coming and asking for help far too early without giving NTL a chance to resolve it.
Since when? I have never told anyone off for seeking assistance on this site, I may of pointed them out in the right direction and what the best course of action is but never in my time as a member of the team on this site and on .com have I told anyone off for coming here and seeking help before contacting ntl.

Quote:
Originally Posted by Incognitas
We do need to be vigilant against blaming NTL for every single thing going wrong.Lets concentrate on when they do get it so very wrong but give them a chance to sort a situation out FIRST before giving them a beating.
IMO it wasn't ntl who got the beating in this thread, Tardis who is a new member, I feel, got the beating from some of you. Visitors looking in on this thread will be put off for life now to come and register and seek help on this forum, on this community and that saddens me, because thats means we have failed and I do not believe in failure whatsoever.

Maggy 17-10-2004 15:15
Re: No Engineers Until Monday: WTF
 
Quote:
Originally Posted by Mark B
Indeed, and I disagree with telling them off.

I would always say, 'have you spoken to ntl about it', and if they say no, I may *suggest* that they do so. However, a good example of where this wouldn't work is the missing PIN numbers problem for cable modem registration. I know exactly what will happen if they phone customer services... a form will be filled in and they will be told they should hear something shortly. Whereas, in most cases, I know I can fix that issue...Monkeybreath also knows HE can fix them too...so we tend to sidestep all that and just jump in and sort it.

We should take every customer complaint seriously. After all, whether WE think it's justified or not, it's clearly a problem to the person posting it. Even if we think it is NOT justified, we can explain this politely without flaming the person concerned.
This is because you are an :angel: and truly a decent hardworking person who will go above and beyond to help your customers. :tu: NTL needs more like you.In fact they need more of people like you running the business. :D

Then maybe we will all get the instantanious service that we all want but are realistic enough to realise is not always possible. :D

Tardis 17-10-2004 15:16
Re: No Engineers Until Monday: WTF
 
Incognitas,



Because I chose to call CS and report the fault is beyond your understanding. Why this should trouble you I have no I idea, but then Iâ₠™m not a psychiatrist, which is evidently what you need if you have issues about a person making a phone call.



NTL provide a 24 hr service of supplying their customers with cable TV all year round. Therefore I think NTL should be able to have an Engineer or Technician at someoneââ‚à ‚¬Ã¢â€žÂ¢s address within 48 hrs. After all, this is what youââ‚ ¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢re paying for, 24 hr viewing isnââ‚ ¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢t it?



I cannot comment on other DTV suppliers as Iâ₠™ve never used anyone else and at this moment Iâ₠™m happy with NTL. As Iâ₠™ve previously said in an earlier post. †œI could count on 1 hand the times Iâ₠™ve had to call CS over the last few years.ÃƒÂ¢Ã¢â€šà ¬Ã‚Â I am aware that other NTL customers have had possibly a worse service than me over the years. I consider myself lucky in that respect, but at the same time if we as customers are not prepared to challenge NTL and keep being brainwashed with excuses, as you clearly are, then things will not get better for any of us. At this time I donââ‚ ¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢t need to leave NTL, Iâ₠™ve had my problem fixed within 24 hrs. I really wish you would read my posts thoroughly.



Being a new member of this forum it was not my intention to offend anyone on this forum and making them feel like an idiot. (You obviously appear to have a personality disorder) Being told that all Iâ₠™ve done is moan and to †œGet a lifeââ‚ ¬Ã‚ just illustrates how jealous and naÃÃ*’¯ve some people are that my fault was rectified within 24 hrs when your comments implied I would be waiting at least 4 dayââ‚ ¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢s. SmartÃƒÂ¢Ã¢â€šà ¬Ã¢â€žÂ¢s dunnit.

Maggy 17-10-2004 15:27
Re: No Engineers Until Monday: WTF
 
Quote:
Originally Posted by Tardis
Incognitas,



Because I chose to call CS and report the fault is beyond your understanding. Why this should trouble you I have no I idea, but then Iâ₠™m not a psychiatrist, which is evidently what you need if you have issues about a person making a phone call.



NTL provide a 24 hr service of supplying their customers with cable TV all year round. Therefore I think NTL should be able to have an Engineer or Technician at someoneââ‚à ‚¬Ã¢â€žÂ¢s address within 48 hrs. After all, this is what youââ‚ ¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢re paying for, 24 hr viewing isnââ‚ ¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢t it?



I cannot comment on other DTV suppliers as Iâ₠™ve never used anyone else and at this moment Iâ₠™m happy with NTL. As Iâ₠™ve previously said in an earlier post. †œI could count on 1 hand the times Iâ₠™ve had to call CS over the last few years.ÃƒÂ¢Ã¢â€šà ¬Ã‚Â I am aware that other NTL customers have had possibly a worse service than me over the years. I consider myself lucky in that respect, but at the same time if we as customers are not prepared to challenge NTL and keep being brainwashed with excuses, as you clearly are, then things will not get better for any of us. At this time I donââ‚ ¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢t need to leave NTL, Iâ₠™ve had my problem fixed within 24 hrs. I really wish you would read my posts thoroughly.



Being a new member of this forum it was not my intention to offend anyone on this forum and making them feel like an idiot. (You obviously appear to have a personality disorder) Being told that all Iâ₠™ve done is moan and to †œGet a lifeââ‚ ¬Ã‚ just illustrates how jealous and naÃÃ*’¯ve some people are that my fault was rectified within 24 hrs when your comments implied I would be waiting at least 4 dayââ‚ ¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢s. SmartÃƒÂ¢Ã¢â€šà ¬Ã¢â€žÂ¢s dunnit.
With all due respect I have not been rude to you.IT was not I who told you to get a life.I merely tried to be an devil's advocate for fair play and a regard to not always jumping on NTL's case.

If you are now going to resort to insults like having a personality disorder when I have not insulted you the discussion is over as far as I'm concerned.Good day to you.

Florence 17-10-2004 15:28
Re: No Engineers Until Monday: WTF
 
Quote:
Originally Posted by Mark B
Indeed, and I disagree with telling them off.

I would always say, 'have you spoken to ntl about it', and if they say no, I may *suggest* that they do so. However, a good example of where this wouldn't work is the missing PIN numbers problem for cable modem registration. I know exactly what will happen if they phone customer services... a form will be filled in and they will be told they should hear something shortly. Whereas, in most cases, I know I can fix that issue...Monkeybreath also knows HE can fix them too...so we tend to sidestep all that and just jump in and sort it.

We should take every customer complaint seriously. After all, whether WE think it's justified or not, it's clearly a problem to the person posting it. Even if we think it is NOT justified, we can explain this politely without flaming the person concerned.
Yes Mark isn't that what we are supposed to have done but for some reason members failed to. I hope Tardis will look on this experience and realise we are not all like that and stay within the community.


Quote:
Originally Posted by Mick
Since when? I have never told anyone off for seeking assistance on this site, I may of pointed them out in the right direction and what the best course of action is but never in my time as a member of the team on this site and on .com have I told anyone off for coming here and seeking help before contacting ntl.
I have only ever seen the Admins and Mods direct members new and old the best way to get help or offer to contact someone withing NTL for help.


Quote:
Originally Posted by Mick
IMO it wasn't ntl who got the beating in this thread, Tardis who is a new member, I feel, got the beating from some of you. Visitors looking in on this thread will be put off for life now to come and register and seek help on this forum, on this community and that saddens me, because thats means we have failed and I do not believe in failure whatsoever.
No Mick you havent failed the member its us the members of the community that have failed this new member. I hope any visitors will look at the end of this thread and see we are not normally like that and I hope we can promise this will not happen again. WE have always given out warm welcome to new members yet this member was given a raw deal. I hope he stays and accepts we are only human and some made mistakes in the way they welcomed Tardis to our community.

All I can say is we are not all an :angel: but tardis we :welcome: you to our forums and we are :sorry: for your first greating please accept our :handshake of friendship.

Mick 17-10-2004 15:33
Re: No Engineers Until Monday: WTF
 
Quote:
Originally Posted by Incognitas
With all due respect I have not been rude to you.IT was not I who told you to get a life.I merely tried to be an devil's advocate for fair play and a regard to not always jumping on NTL's case.

If you are now going to resort to insults like having a personality disorder when I have not insulted you the discussion is over as far as I'm concerned.Good day to you.
Yes I do agree with Incog here - lets not resort to insults Tardis. I think it is everyones best interest that I now close this thread as the main issue was resolved some time ago.


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