CS - What a pleasant surprise.
 

Well there's regularly horror stories re NTL CS (and I've posted some myself :D) but I had reason to call CS tonight to change my services and have to say What a breeze. Called twice and waited a maximum of half a dozen rings of the phone each time.

Whilst the first CS personage I spoke to was misinformed on dropping broadband plus and changing broadband speeds (saying these can be cancelled/changed on NTLWorld) changing my TV and Phone services was done almost instantly.

After checking NTLWorld and finding that STB speeds cannot be changed online nor can Broadband Plus be cancelled online (or least if it can I couldn't find the relevant section) I recalled CS. Again I was almost straight through to a Human being and the rest of the changes where actioned.

I've previously had very bad experiences with NTL CS but for the first time in a long time it was a painless experience with no waiting involved. Hats off NTL..

:tu: :clap:

Re: CS - What a pleasant surprise.
 

No offence here....

But why are you applauding a company that does it's job right? :shrug:

Any company indiviual/company that goes 'over & above' deserves a mention without a doubt, but just because they did what you asked them to? :erm:

That wasn't aimed at ntl specifically-the same applies to any company. :)

Re: CS - What a pleasant surprise.
 

Doesn't it serve to show we arent just a let's bash xyz-corp type site, and do recognise good work when it happens. It also gives us hope and shows that all CS representatives are not as bad as they often get painted.

Re: CS - What a pleasant surprise.
 

But we know that not all CS Reps are bad-we have never suggested otherwise-there are plenty on here that ntl should award medals for the way that they help the customers that the idiots in ntl let down. :tu:

I still (personally) don't feel the need to post about a company that manages to successfully do something right. :shrug:

Re: CS - What a pleasant surprise.
 

Why not ?

Re: CS - What a pleasant surprise.
 

Thing is, it is not a surprise to me. I can honestly say that every Ntl employee that I have ever dealt with in over 4 years has been polite, and very helpful. Perhaps its just a northern thing.:p: ;)

Re: CS - What a pleasant surprise.
 

I s'pose so, but as I said-personally I don't feel the need to post that a company has done something that I pay them to do.

Maybe it's just me. :)

Re: CS - What a pleasant surprise.
 

Maybe it is ;)

We all critcise when they get things wrong, I don't see why we shouldn't praise them when things go right. Everyone likes to be thanked and appreciated. :tu:

Re: CS - What a pleasant surprise.
 

I guess so. :)

Well done to all people that do what they're paid to do.....:D :angel:

Re: CS - What a pleasant surprise.
 

Because we pay them to get it right, it SHOULD be the norm. Ntl never gave me slap on the back each month for paying on time, come to mention it neither do any other companies.

Re: CS - What a pleasant surprise.
 

Because it's human nature to do this it's all to do with expectations. DVS called ntl "expecting" a crap service instead he got the correct service he should have got. But because he was expecting a crap service the correct service is elevated in his mind to something exceptional - which of course it isn't.


Customer satisfaction is a curious thing sometimes, for example: if you are with a company that maintains the same standard of service since the day you joined and has never broken - you are likely to take that service for granted - so to speak - you are unlikely to sing the praises of the company to others all the time, your getting what you pay for and you see no reason to shout about it.

However, this company then mucks up your bill, or you lose service. You call up the company and then sort out your problem (that they caused) straight away. Your now happy - you've had a positive customer experience and next time some one mentions this company you'll pipe up " they're really good sorted my problem straight away" even though it was their problem to begin with. If they'd not caused the problem in the first place and carried on with the usual level of service you wouldn't have had that customer experience and wouldn't be saying how good they are.

It's strange, people think ntl CS is crap, and expect it to be crap, so when it's normal - it's good. It's exceeded their expectations and therefore they feel compelled to tell people about it.

Does any of that make sense?

Re: CS - What a pleasant surprise.
 

I'd not disagree that it should be the norm but as many on this forum can state it wasn't (possibly still isn't and I was lucky to get through to helpful human beings immediatly). I firmly beleive that when a company is showing some positive movement on CS then it should be stated such.

Perhaps it's just me?

Re: CS - What a pleasant surprise.
 

I've always thought we are more likely to comment when something unexpected happens - so when you call a company up and they do exactly as you ask, it is unremarkable because it's what you expected them to do. But if they lie, fob you off or generally mess it up, you are more likely to comment (or set up a website ;)) because it is not what you expected them to do.

When people (such as the ntl people here) go above and beyond, that's when I tend to sing their praises.

Re: CS - What a pleasant surprise.
 

Makes perfect sense and I'd agree with what you said. The service wasn't exceptional but it was correct. Correct service is a novelty from my point of view hence this post.

Re: CS - What a pleasant surprise.
 

Not directed specifically at you dellwear, but....

So we should only bleat when it's bad, but say nothing when it's good? How miserable that would be?... :erm:

Someone was happy with ntl CS, and decided to say so on the forum. What's the problem? :shrug:

Re: CS - What a pleasant surprise.
 

From my point of view getting correct service was unexpected :D I fully expected 20Min plus waits and a less than helpful CS rep after that wait.

Re: CS - What a pleasant surprise.
 

I see where you're coming from with that....but that seems to be on the basis that people should accept slow/bad service from ntl and most people's experiences will demonstrate that this is not the case.

Re: CS - What a pleasant surprise.
 

No problem, I just can't understand the need to comment when things are just as they should be. If we all commented here when things were "normal" then the forum would be over run. In this case yes I agree this is out of the ordinary as when ever I've called Ntl their CS has been very flaky.

On a more general note, I don't see the need, after all I don't comment every morning when the milk turns up on the door step at the right time. :erm:

Re: CS - What a pleasant surprise.
 

:LOL: I suddenly saw the irony in this - nice one dellwear, ignoring your bad experience of cable & favourable one with adsl, the idea that, if everyone who had a good experience with either 'posted' to say so, then either system might flake out, is funny :D

Re: CS - What a pleasant surprise.
 

This thread points out how bad the service USUALLY is, if just having it go 'ok' gets someone so excited. Maybe if you have the same experience from now on, it'll be something worth celebrating, but if it's a one off, and things get back to the way they were, you'll regret praising them so much. ;-D

Re: CS - What a pleasant surprise.
 

That is a very good point.........

I hardly ever recieve the correct service from any providers be it BT, Sky, Orange, T-Mobile, 02, Vodafone, Severn Trent, British Gas, N-Power, Scottish Gas etc etc, very few do stuff properley.

Customer service in the country........not just ntls is often poor and rareley adequate, so in this sad state of affairs companies should be recognised for giving the correct service.

Mentioned before the form wouldnt be full because the majority of people dont get what they should from any provider.

Re: CS - What a pleasant surprise.
 

DDMD, Delayed reaction... but spot on. NTL not cocking up should be a 'Dog Bites Man' story, not, sadly, a 'Man Bites Dog' story as is the current case.

That'll be your cue to defend NTL then Orangebird! :)

Re: CS - What a pleasant surprise.
 

:zzz: :rolleyes:

Defend what? Or are you just bored this afternoon? Grow up. :)

Re: CS - What a pleasant surprise.
 

Settle down people.....

Re: CS - What a pleasant surprise.
 

Blimey, do chill out Orangebird. Humour not a strong point I see.

Still as I'm feeling an aged 39 years it's good to be told to grow up. Just like being at school again. Aah, them were the days.

Re: CS - What a pleasant surprise.
 

I really don't want to have to lock this one down, so let's make sure that's the last comment on the matter please.

Re: CS - What a pleasant surprise.
 

well just take it as a step forward rather than a step back... at least that way we can be thankful for an improvement in service. and thats good for us all.