Re: ntl worst service in UK in poll
 

In this case yes, good memory. :tu:


Yes I would.


Are you sure, I would hazard a guess that thay are all budgeted for. Still doesn't alter the fact that a discount doesn't always indicate a dissatisfied customer.



Not emailed NTL for a while but my last email was to Simon Duffy and replied to in less time than the one to IMRA who may not even reply.

Re: ntl worst service in UK in poll
 

Another poor comparison Ian. ;)

You didn;t email the CEO of IMRA, you emailed their CS/equivalent.

Let me ask you this....

How long do you think it would take ntl CS to respond to an email enquiry from their website?

Re: ntl worst service in UK in poll
 

Presumption, how do you know who I emailed and what I asked? ;)

Looking back through old emails I have a couple that were replied to within the hour, some took a few days though and some never got a response. Don't make the assumption that all these were complaints about my services, they weren't. :)

Re: ntl worst service in UK in poll
 

It was presumption, but feel free to correct me if I'm wrong. :)

I never mentioned a complaining email, I just asked you how long you thought it would take someone to get a reply from ntl (something that you still have not answered ;) )

Re: ntl worst service in UK in poll
 

I did answer with times it took me to get a response if you look again. :)

If you look back through this thread you will find several questions that you have chosen not to answer, just cherry picked the ones that suited you. ;)

I suppose we had better pack this in or one of those mod types will be along to rap our nuckles. :) :angel:

Re: ntl worst service in UK in poll
 

cant believe this rant is still going on ntl's customer service is crap always has been and always will be end of. Dont need no polls to tell us this just dial 0800 052 2000 see for yourself

Re: ntl worst service in UK in poll
 

I do, when I have a problem, and the service has not been 'crap' yet. :dozey:

Re: ntl worst service in UK in poll
 

:LOL: What you have done is tell us how long it took you to get a reply!

That's very different as to how long you think it will take to get a reply. ;)

You should know me better Ian :angel:
I am not one to avoid anything, & I have not intentionally dodged any questions. :)

Leave them to me! :batty:

Re: ntl worst service in UK in poll
 

Sorry, but whilst I agree with a lot of what Neil says, it isn't crap all the time and I have much evidence to prove it. There are plenty of good people in ntl who work really hard to provide a decent service, and manage it successfully, myself being one such person.

But it is right to say that way too often the standard of service is not up to scratch.
__________________

Well done on that Ian, because he's never once replied to any of mine:(

Re: ntl worst service in UK in poll
 

Lo 'Scrot :wavey:

As you will be aware, I am very clear when I post about 'ntl monkeys'

These are the idiots that cause customers to come here & seek help from people like you. :)

Also-If those monkeys didn't exist, then this site would not be here. ;)

Now, where were we?? :erm:

And the poll referred to at the start of this thread would support what you (an ntl employee) have just said.

Re: ntl worst service in UK in poll
 

BT at number 2 is a bit of a surprise they've been pretty good to me in my dealings with them.

NTL CS sucks in a lot of cases, simple as. It's what happens when you have undertrained undermotivated staff being run by managers whose main metric is how many calls can be processed in what period of time, rather than sensible metrics such as 1st time problem resolution, customer satisfaction and other things that obviously aren't as sexy on the stats.

Quite shocked when I saw that a Telewest trainee CSR was receiving training in the HFC network. Most of ntl's CSRs and even TSB wouldn't know a node or tap if you hit them with it, simply because no-one in ntl feels the need to train them properly.

Re: NTL placing a certain amount on how much they want to spend to achieve a quality of customer service: bingo. All those in power at ntl (the people whose money saved it from bankruptcy) care about it getting their money plus extra back. They really don't care what happens as far as customers go, that's Simon Duffy's problem with whatever resources they let him have (an unenviable job, getting grief from above and below!)

Re: ntl worst service in UK in poll
 

Spot on!! :tu:
Always been the same for ntl, stats mean prizes to Hussain & his cronies.

Same again, ntl have very backward thinking when it comes to training. :td:

I've been saying this for a loooong time regarding ntl, the rot starts at the top, & the rot at the top don't give a stuff about customers. :td:

Re: ntl worst service in UK in poll
 

Neil, am I going :batty: or are you? :confused: If that is how long it took me to get a reply I can only assume that this would be the answer. Are you suggesting that if it took me a couple of hours to get a reply then I should answer with two days? :confused:


one example:

Re: ntl worst service in UK in poll
 

I just did that because i needed the PIN resetting on 3 of my STBs (for some reason you can no longer do it through the engineers menu- grr) Took me 20 seconds to get through the options (entering phone number chosing option 5 etc etc) and then the call was answered immediately. Total call duration 2mins 10seconds.

Re: ntl worst service in UK in poll
 

Not really Simon Duffy's fault, I'm quite sure he wants to do it right, but he's constrained by the board, whose primary interest, as you'd expect from investment companies, is the dollar / pound signs.