Re: New Speed Upgrades 8th March. (Part 4)
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Originally Posted by The Cyclist
Quote:
Originally Posted by scrotnig
Which bit of 'the upgrades will START on March 8th' don't you understand?
If you're not satisfied with ntl's free upgrades, feel free to switch to an ADSL provider. Just don't forget to ask them to upgrade every single customer to a higher speed all the same day, will you?
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Scrotnig, I think your attitude sums up NTL's customer service!:td:
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No, if Scrotnig's attitude summed up NTL's customer service, he would not bother to post on here at all (to defend NTL or otherwise). NTL have let their staff know that they do not like their staff posting on sites like this (and on cableforum.co.uk in particular), so he may well be risking his job.
Reading through your posts, your main problem appears to be that you have a Pace box and need a Samsung for your upgrade. I will admit that NTL could have written to all 750 K users to see if they want to upgrade to 2 Meg, but TBH, I am glad they didn't. That would have delayed the upgrades for several months as NTL waited for people to answer, then installed any new STBs. On the other hand, they could have done what (IIRC) Neil said Telewest have done in similar situations in the past - not bothered upgrading people who's box needs changing.
If you need to upgrade your speed earlier, you can probably switch to a cable modem (SACM).
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Quote:
Originally Posted by The Cyclist
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Originally Posted by Bill C
You dont but your attitude towards certain users on this hub was the reason.
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Why, as a customer do you think others or I should accept poor customer service? Iâ₠¬ÃƒÆ’¢â€žÂ¢ve been with NTL since the old ex CW days and this is not the first time inconsistencies have happened during upgrades etc. If NTL treated their customers with a bit more respect and intelligence then they may make some headway. My attitude to others, I think I respect everyoneââ‚à ƒâ€šÃ‚¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢s viewpoint on this forum. But some of the comments coming from certain individuals are if you donââ‚Âà ‚¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢t like it leave, but surely we should be looking at why customers feel so aggrieved. Surely Iâ₠¬ÃƒÆ’¢â€žÂ¢m entitled to express my opinion or are NTL now saying no one can have a negative opinion. As I said before if a bit of pre-planning had gone into this exercise then we would have had none or at least lessened this problem of customers feeling this way.:confused:
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I actually agree with you, NTL do need to improve their customer service and PR. It could have saved a lot of grief for a lot of people. They had an ideal chance to do that when they bought .com (and I personally believe the intent to improve was there) and actively encouraged their staff to post on there. Even creating a "Customer Liaison Team" to post on the forum. They also gave the admin team access to the management of NTL (which to a large extent, I believe they still have).
Then, NTL (for reasons they of course did not communicate to us) decided to close the NTL sections of the site and replace them with community.ntl.com (which, as I understand it, would have been like a live support/articles site). Then, somebody hacked both sites, and they were both taken off line (apparently to be rebuilt). Eventually, they just shut the sites down.
So, I believe that the only way NTL will improve is if enough people leave, as they don't appear to listen to complaints (not that I am having a go at any staff who post here, I think you all do a great job). |
