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N00N00 22-02-2005 18:39
Help - NTL refusing to pay compensation/refund for loss of service
 
Hi I've had an intermittent BB connection for over 3 weeks and NTL finally fixed it today after a few attempts. The engineer said there was something loose in the box in our street - and he agreed that it would have been the cause of an intermittent connection. I didn't intially both calling NTL about the problem as we get a pretty poor service round here anyway and problems tend to come and go (though they're nothing like as bad as this one has been). Also I do have a wireless network so I checked over all of my equipment and software several times over to make sure the fault wasn't caused by me.


My neighbour called them out a week ago so they could try fixing the problem (it seems it has been affecting everyone in the street) but they failed to fix it then.

Anyway, I called NTL this afternoon to request a refund for the loss of service and inconvenience. It truely has caused me immense problems over the last week - intermittent faults are the worst as they give you a false sense of security and are generally always clear up the moment an engineer appears (the service started working the moment he appears today, though it did die just before he left)!.

They are basically refusing to pay as my neighbour reported the problem and not me (apart from today). This seems unfortunate to me as it was clearly a fault in their equipment (and they have admitted this) and obviously they could have easily sorted it out last week.

Don't know if anyone has any power or influence that can help me. I wasn't expecting any significant payment, just seems wrong to be paying for a service I can't access when i want, and I would expect that a refund for the time I was without a proper service would be the least they could do.

Perhaps i'll have to ask them to pay my neighbour instead, but he's the sort of guy who doesn't like to complain so I doubt he will be sucessful either. TBH there should actually be some sort of payment for everyone in the street seeing as it must have affected everyone (there are only 6 on BB I think). Who would i contact to request this?

The woman i spoke to regarding the issue was not very pleasant and said that we "must complain MORE when things aren't working". and that they want "every single instance reporting - otherwise they can't take any action".

I can appreciate where she is coming from here, but TBH I can only spend so much time on the phone to NTL. :D I have reported many many problems in the past and made plenty of complaints - especially back when I had the TV service. There' no way NTL customers can report every single problem they have though is there - just imagine how much time you would be on hold for.

Incidently i expereinced the wonders of the NTL Indian call center tech support for the first time today. The guy there was very nice and did promise me a full refund several times. However, neither of us could actually understand each other for most of the call, so I'm not sure whether his promise is valid or not. :rofl:

th'engineer 22-02-2005 18:43
Re: Help - NTL refusing to pay compensation/refund for loss of service
 
TBH think they are right

scrotnig 22-02-2005 18:55
Re: Help - NTL refusing to pay compensation/refund for loss of service
 
To be considered for any type of service refund you need to have reported the fault yourself I'm afraid.

SLM 22-02-2005 21:12
Re: Help - NTL refusing to pay compensation/refund for loss of service
 
2 points......

1, you should have reported the fault a little bit ealier than 3 weeks
and
2, I think in your T's&C's it states that ntl can't guarantee a faultless service.

I would advise you next time to report a fault if its not cleared within about 24-36 hours.

N00N00 22-02-2005 21:48
Re: Help - NTL refusing to pay compensation/refund for loss of service
 
Sorry I forgot to add that i tried to phone after two weeks but couldn't get through to customer services. i also checked the service status line on numerous occasions.

I know they can't guarantee a faultless service - but TBH an intermittent service is little better than no service at all.

Also I didn't phone earlier as I used to get conflicts between my wireless network and base station. Additionally i managed to fix the fault myslef occasionally (I think) by rebooting the cable modem thus averting the need to report the issue.

I suppose at least my neighbour will get compensation - will it be paid automatically or will he have to ask for it?

nostra 22-02-2005 21:58
Re: Help - NTL refusing to pay compensation/refund for loss of service
 
he will need to ask for it unfortunately

i also believe there could be some implications of the DPA if you were to ask them to study a fault on someone elses account...

that and also it was only raised as an issue for them and not you

unfortunate sorry,

you really do need to report these faults on the system :(

N00N00 23-02-2005 02:06
Re: Help - NTL refusing to pay compensation/refund for loss of service
 
Quote:
Originally Posted by nostra

you really do need to report these faults on the system :(
Don't worry - i will do. In fact, I'll go have a look for some faults tomorrow. I've well and truely learned my lesson now.

In fact, I've already got a couple of faults in mind that will keep them busy - afterall they said I HAVE TO REPORT EVERY SINGLE PROBLEM AS SOON AS THEY OCCUR. Hope everyone takes this on board - if they do NTL will soon regret saying it :D :D



BTW Have to say that although the guy in India was totally incomprehensible and had no idea what I was saying (despite my lack of a strong accent), he was at least polite and pleasant unlike some NTL staff in this country.

Still don't think NTL's policy is right here though. If they fail to provide services to a whole area for 3 weeks we should all get a refund. What if I was on holiday - I wouldn't have been able to report it then, but the FACT is that they hadn't provided what they were being paid for to my property during that time.

i know for a fact that they've had phone calls from other people in the street too. Also we shouldn't ha ve to beg for compensation either - it should be automatic :mad:

etccarmageddon 23-02-2005 08:21
Re: Help - NTL refusing to pay compensation/refund for loss of service
 
but if you were on holiday then you wouldnt have experienced any personal loss if you werent getting a service.

nostra 23-02-2005 09:19
Re: Help - NTL refusing to pay compensation/refund for loss of service
 
Quote:
Originally Posted by N00N00
i know for a fact that they've had phone calls from other people in the street too. Also we shouldn't ha ve to beg for compensation either - it should be automatic :mad:
i wonder how many companies offer automatic compensation??

i believe bt do if you raise a fault, but without contacting them you will get nothing

gavnad 23-02-2005 19:30
Re: Help - NTL refusing to pay compensation/refund for loss of service
 
can't say i can condone the practise of "finding" things to report,the lines are busy enough as it is,best way to overload an already overloaded sysytem

poolking 23-02-2005 21:19
Re: Help - NTL refusing to pay compensation/refund for loss of service
 
Quote:
Originally Posted by gavnad
can't say i can condone the practise of "finding" things to report,the lines are busy enough as it is,best way to overload an already overloaded sysytem
Well you do get charged if you report a fault and an engineer comes out and finds no fault.

testcard 23-02-2005 21:27
Re: Help - NTL refusing to pay compensation/refund for loss of service
 
Any issue that prevents you using the service you have paid for should be reported, ask Cs to log it, get a service number.

After collecting a batch of service numbers phone ntl again, best to wait for another issue, and ask for some compo.

Be polite, stick your guns and see whats on offer.

I have no sympathy whatsoever now after years of being understanding.

fatnose12 23-02-2005 22:24
Re: Help - NTL refusing to pay compensation/refund for loss of service
 
This will be my first time on a forum, but let me share a few little things I have found out, regards complaining to NTL, find out who the current MD is and his address. It took me some time. Write to him specifying problems,dates times etc. I had a problem of massively slow speed, disconections, over a 3 month period. I got a reply from him in 2 days,and a follow up call from the local (Luton) office. Get the name of the poor sap you are going to vent your anger at and gentlely remind he or she that you will call them every day relentlessly until the fault is fixed. They sent out their senior tech, who over a cup of tea and a fag told me that the Luton proxy server was kak and was being overhauled, but the public was being told it was a numerous amount of problems, viruses seeming to be the biggest lie, the engineer then promptly set my PC up to use the Swansea proxy server, as it is the server their tech support uses, and hey presto access to the world wide wait was back. But be warned you need to keep the pressure up, keep writing and keep putting the pressure on, at the end of the day I got 2 free months access:). And when it failed again 2 months later, I got 3 months free access:):):) And of course tomorrow morning I am going to be Pi**ing someone else off at NTL because I have no Email access, I wonder what I will get this time.

Doofy 23-02-2005 23:40
Re: Help - NTL refusing to pay compensation/refund for loss of service
 
Quote:
Originally Posted by N00N00
Hi I've had an intermittent BB connection for over 3 weeks and NTL finally fixed it today after a few attempts. The engineer said there was something loose in the box in our street - and he agreed that it would have been the cause of an intermittent connection. I didn't intially both calling NTL about the problem as we get a pretty poor service round here anyway and problems tend to come and go (though they're nothing like as bad as this one has been). Also I do have a wireless network so I checked over all of my equipment and software several times over to make sure the fault wasn't caused by me.


My neighbour called them out a week ago so they could try fixing the problem (it seems it has been affecting everyone in the street) but they failed to fix it then.

Anyway, I called NTL this afternoon to request a refund for the loss of service and inconvenience. It truely has caused me immense problems over the last week - intermittent faults are the worst as they give you a false sense of security and are generally always clear up the moment an engineer appears (the service started working the moment he appears today, though it did die just before he left)!.

They are basically refusing to pay as my neighbour reported the problem and not me (apart from today). This seems unfortunate to me as it was clearly a fault in their equipment (and they have admitted this) and obviously they could have easily sorted it out last week.

Don't know if anyone has any power or influence that can help me. I wasn't expecting any significant payment, just seems wrong to be paying for a service I can't access when i want, and I would expect that a refund for the time I was without a proper service would be the least they could do.

Perhaps i'll have to ask them to pay my neighbour instead, but he's the sort of guy who doesn't like to complain so I doubt he will be sucessful either. TBH there should actually be some sort of payment for everyone in the street seeing as it must have affected everyone (there are only 6 on BB I think). Who would i contact to request this?

The woman i spoke to regarding the issue was not very pleasant and said that we "must complain MORE when things aren't working". and that they want "every single instance reporting - otherwise they can't take any action".

I can appreciate where she is coming from here, but TBH I can only spend so much time on the phone to NTL. :D I have reported many many problems in the past and made plenty of complaints - especially back when I had the TV service. There' no way NTL customers can report every single problem they have though is there - just imagine how much time you would be on hold for.

Incidently i expereinced the wonders of the NTL Indian call center tech support for the first time today. The guy there was very nice and did promise me a full refund several times. However, neither of us could actually understand each other for most of the call, so I'm not sure whether his promise is valid or not. :rofl:
I too experienced the indian call centre the other night over a query i had and all i can say is it was a pleasure to deal with the gentleman he was super polite and very very efficient, mad a nice change from the usual **** i get from NTL when i ring them.

Chris W 24-02-2005 00:33
Re: Help - NTL refusing to pay compensation/refund for loss of service
 
Quote:
Originally Posted by fatnose12
This will be my first time on a forum, but let me share a few little things I have found out, regards complaining to NTL, find out who the current MD is and his address. It took me some time. Write to him specifying problems,dates times etc. I had a problem of massively slow speed, disconections, over a 3 month period. I got a reply from him in 2 days,and a follow up call from the local (Luton) office. Get the name of the poor sap you are going to vent your anger at and gentlely remind he or she that you will call them every day relentlessly until the fault is fixed. They sent out their senior tech, who over a cup of tea and a fag told me that the Luton proxy server was kak and was being overhauled, but the public was being told it was a numerous amount of problems, viruses seeming to be the biggest lie, the engineer then promptly set my PC up to use the Swansea proxy server, as it is the server their tech support uses, and hey presto access to the world wide wait was back. But be warned you need to keep the pressure up, keep writing and keep putting the pressure on, at the end of the day I got 2 free months access:). And when it failed again 2 months later, I got 3 months free access:):):) And of course tomorrow morning I am going to be Pi**ing someone else off at NTL because I have no Email access, I wonder what I will get this time.
interesting fix... and interesting information as well.

Tech support is on the ntl corporate network- so is not routing through any of the ntl customer proxy servers, but on the corporate network and behind the corporate firewall and proxy.

Also routing everybody through one particular proxy won't help anyone because that proxy will then become overused and unreliable.

Thirdly, problems with a proxy server won't cause disconnections.

Oh and finally, did you actually ring technical support about this, because specifying an alternative proxy server is something that they will try fairly near the beginning of the diagnostics, or did you just go straight to the MD??

N00N00 24-02-2005 15:27
Re: Help - NTL refusing to pay compensation/refund for loss of service
 
Quote:
Originally Posted by poolking
Well you do get charged if you report a fault and an engineer comes out and finds no fault.
Well I didn't realise that. I guess it vindicates my position of being cautious. As for whoever moaned about "finding" faults - well I'm only doing as I was told and I was just going to tell them about all the problems that I have discovered over the years and not reported -( I just have to confirm they haven't been fixed yet). You can't have it both ways - sorry.

I should add that I've had plenty of problems with my NTL BB in the past but hoped I had fixed everything by ditching the TV service and going to SACM.

Many thanks to those offering words of support.

nostra 24-02-2005 15:46
Re: Help - NTL refusing to pay compensation/refund for loss of service
 
nobody states that you must contact ntl everytime something goes wrong even when it doesnt.

but if you expect a refund for something like loss of service ntl will need to see it on the system thats all

N00N00 25-02-2005 12:20
Re: Help - NTL refusing to pay compensation/refund for loss of service
 
Well the internet went off again - phoned up NTL IMMEDIATELY and they have admitted they STILL haven't fixed the problem and an engineer will have to come out.

The good news is that i got my £17.99 back for this month, but it would be nice to have a connection that works properly.

Given that ADSL prividers are increasing their speeds I may have to switch roadband providers, though I will probably stick with NTL until I can swich to a telephone service other than BT.

v.bampton 25-02-2005 13:03
Re: Help - NTL refusing to pay compensation/refund for loss of service
 
So can I just check... exactly who, on what number, should we be phoning every time we get a problem, and what should we be telling them?


We've had problems for the last 2 years, and after numerous emails are still not getting any further. It doesn't help that we're in Southampton, and as you'll note from their server status page, they've been admitting problems in Southampton since April last year!

I don't have the option to change ISP's at this point in time, but I'm fed up with paying for a completely unreliable service. Up until now it's just been an annoyance, so I haven't bothered to log or report everything, but I've had enough now.

So, who do I need to be calling? And what kind of response can I expect?

Thanks!

N00N00 25-02-2005 13:39
Re: Help - NTL refusing to pay compensation/refund for loss of service
 
All I know if that you have to report every single fault to the faults center. The woman there said people need to stop putting up with problems and stop being so British about things. They said they don't know if we're having problems, so we have to tell them.

Personally I would have thought NTL might be able to teest things occasionally, but perhaps they have cut things back so much that they now rely on customers completely to find out when there are problems?

Anyway - make sure you start reporting everything as you obviously can't rely on NTL to fix things without some encouragement.

fatnose12 26-02-2005 09:28
Re: Help - NTL refusing to pay compensation/refund for loss of service
 
Quote:
Originally Posted by fatnose12
This will be my first time on a forum, but let me share a few little things I have found out, regards complaining to NTL, find out who the current MD is and his address. It took me some time. Write to him specifying problems,dates times etc. I had a problem of massively slow speed, disconections, over a 3 month period. I got a reply from him in 2 days,and a follow up call from the local (Luton) office. Get the name of the poor sap you are going to vent your anger at and gentlely remind he or she that you will call them every day relentlessly until the fault is fixed. They sent out their senior tech, who over a cup of tea and a fag told me that the Luton proxy server was kak and was being overhauled, but the public was being told it was a numerous amount of problems, viruses seeming to be the biggest lie, the engineer then promptly set my PC up to use the Swansea proxy server, as it is the server their tech support uses, and hey presto access to the world wide wait was back. But be warned you need to keep the pressure up, keep writing and keep putting the pressure on, at the end of the day I got 2 free months access:). And when it failed again 2 months later, I got 3 months free access:):):) And of course tomorrow morning I am going to be Pi**ing someone else off at NTL because I have no Email access, I wonder what I will get this time.
I went to customer service first, NFU, Then to the MD. The customer service manager at Luton, who sent the senior field tech? Fixed. Then it went again and I contacted a 0845 number which the tech guy had given me, which was tech support in Swansea. They then sorted the problem out, If I have to speak to someone in India I will hang up, most of my banking and CCards are in call centres in India. And most of the time couldnt find the own backside in the dark if someone set fire to it and gave them a map

absl 26-02-2005 13:12
Re: Help - NTL refusing to pay compensation/refund for loss of service
 
Quote:
Originally Posted by fatnose12
I went to customer service first, NFU, Then to the MD. The customer service manager at Luton, who sent the senior field tech? Fixed. Then it went again and I contacted a 0845 number which the tech guy had given me, which was tech support in Swansea. They then sorted the problem out, If I have to speak to someone in India I will hang up, most of my banking and CCards are in call centres in India. And most of the time couldnt find the own backside in the dark if someone set fire to it and gave them a map
... boring (yawn)

timmyf2371 27-02-2005 08:26
Re: Help - NTL refusing to pay compensation/refund for loss of service
 
Your best bet may be to read up on the Sale of Goods act and also the Unfair Contract Terms act.

Firstly, the Unfair Contract Terms act states that a trader selling goods cannot exclude liability for a breach of a consumerââ‚à ƒâ€šÃ‚¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢s rights under the Sale of Goods Act. With regards to services, contractual exclusion clauses are not illegal but they are not enforceable if they are unreasonable - something which ntl's attempt to get out of paying compensation could very well be deemed as.

Now, onto the Sale of Goods act.

 According to the DTI website, any goods supplied in the course of the service must be as described, of satisfactory quality and fit for their purpose. If they are not the consumer is entitled to a repair, replacement or compensation. It also mentions that any goods supplied in the course of the service must be as described, of satisfactory quality and fit for their purpose. If they are not the consumer is entitled to a repair, replacement or compensation.

I'd be interested to see how ntl staff would try and escape their obligations under the above mentioned acts.

scrotnig 27-02-2005 10:40
Re: Help - NTL refusing to pay compensation/refund for loss of service
 
Quote:
Originally Posted by timmyf2371
If they are not the consumer is entitled to a repair, replacement or compensation.
But only if they actually inform the vendor at the time. The vendor is not expected to be psychic!

The vendor is also not expected to offer anything if the buyer informs them months later that something went wrong months earlier. Expediency is expected within this law.

Chris W 27-02-2005 10:40
Re: Help - NTL refusing to pay compensation/refund for loss of service
 
Quote:
Originally Posted by timmyf2371
Your best bet may be to read up on the Sale of Goods act and also the Unfair Contract Terms act.

Firstly, the Unfair Contract Terms act states that a trader selling goods cannot exclude liability for a breach of a consumerââ‚à ƒâ€šÃ‚¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢s rights under the Sale of Goods Act. With regards to services, contractual exclusion clauses are not illegal but they are not enforceable if they are unreasonable - something which ntl's attempt to get out of paying compensation could very well be deemed as.

Now, onto the Sale of Goods act.

 According to the DTI website, any goods supplied in the course of the service must be as described, of satisfactory quality and fit for their purpose. If they are not the consumer is entitled to a repair, replacement or compensation. It also mentions that any goods supplied in the course of the service must be as described, of satisfactory quality and fit for their purpose. If they are not the consumer is entitled to a repair, replacement or compensation.

I'd be interested to see how ntl staff would try and escape their obligations under the above mentioned acts.
hmm good try... but not guaranteeing a fault free service on a residential contract is not unreasonable. It is also reasonable to expect a customer to report a fault that they are having-> otherwise the company may have no way of telling that there is a problem, and therefore can't do anything to resolve it.

With regards to your second comment- a customer will get a repair/replacement modem etc when necessary- but this can only be organised if the fault is reported. Again, it will happen within a "reasonable" time- perfectly acceptable within a residential contract.

A business contract will have Service Level Agreements and compensation for breach of these, but this is completely different to the consumer residential contract- the way of dealing with faults/compensation in ntl residential contracts is not unreasonable.

scrotnig 27-02-2005 10:42
Re: Help - NTL refusing to pay compensation/refund for loss of service
 
Quote:
Originally Posted by monkeybreath
the way of dealing with faults/compensation in ntl residential contracts is not unreasonable.
And it's not illegal either.

Have you noticed the number of people on this site who suddenly think that they and they alone have found a hole in a contract that dozens of highly paid qualified lawyers have failed to spot? Makes me snigger it does.

Chris W 27-02-2005 10:56
Re: Help - NTL refusing to pay compensation/refund for loss of service
 
Quote:
Originally Posted by scrotnig
And it's not illegal either.

Have you noticed the number of people on this site who suddenly think that they and they alone have found a hole in a contract that dozens of highly paid qualified lawyers have failed to spot? Makes me snigger it does.
yep i have! tis nice to see people investigating their legal rights through, but it is best to leave the interpreting of contracts to those with the legal qualifications. The ntl contract will have been written by a team of highly paid solicitors so i am sure it is legal :)

scrotnig 27-02-2005 11:12
Re: Help - NTL refusing to pay compensation/refund for loss of service
 
Quote:
Originally Posted by monkeybreath
yep i have! tis nice to see people investigating their legal rights through, but it is best to leave the interpreting of contracts to those with the legal qualifications. The ntl contract will have been written by a team of highly paid solicitors so i am sure it is legal :)
On here lately, people don't "investigate" their legal rights, they simply make them up themselves and swear blind they are correct.

gooner4life 27-02-2005 11:18
Re: Help - NTL refusing to pay compensation/refund for loss of service
 
Jesus H - fatnose the problem in Luton was oversubscription on the UBR's NTL have now added another UBR for most areas in luton and surrounding (stevenage, Hitchin, Hatfield etc), I know because I was the poor schmuck working overnight to help the Headend tech.

I worked in the Luton office before they made us redundant and people like you were the absolute pits to deal with, maybe if you spoke to people like human beings they would be a little bit more forward in resolving your issue.

And I had to laugh at this entire thread really - Help I didnt report a problem that my neighbour had but it looks like I can get a free lunch :mad: people in this country today

ian@huth 27-02-2005 11:37
Re: Help - NTL refusing to pay compensation/refund for loss of service
 
Quote:
Originally Posted by timmyf2371
Your best bet may be to read up on the Sale of Goods act and also the Unfair Contract Terms act.

Firstly, the Unfair Contract Terms act states that a trader selling goods cannot exclude liability for a breach of a consumerââ‚à ƒâ€šÃ‚¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢s rights under the Sale of Goods Act. With regards to services, contractual exclusion clauses are not illegal but they are not enforceable if they are unreasonable - something which ntl's attempt to get out of paying compensation could very well be deemed as.

Now, onto the Sale of Goods act.

 According to the DTI website, any goods supplied in the course of the service must be as described, of satisfactory quality and fit for their purpose. If they are not the consumer is entitled to a repair, replacement or compensation. It also mentions that any goods supplied in the course of the service must be as described, of satisfactory quality and fit for their purpose. If they are not the consumer is entitled to a repair, replacement or compensation.

I'd be interested to see how ntl staff would try and escape their obligations under the above mentioned acts.
If you care to research further you will find that the first step if you have a problem is to contact the vendor and give them the opportunity to rectify the problem. Until you do that the law would say that no problem exists. If you delay informing the vendor then the law would assume that the problem is of little consequence to you and therefore would not involve the payment of any compensation. The vendor would only be liable to pay compensation if he failed to rectify the problem in a reasonable time after being notified of it.

Quote:
Originally Posted by monkeybreath
yep i have! tis nice to see people investigating their legal rights through, but it is best to leave the interpreting of contracts to those with the legal qualifications. The ntl contract will have been written by a team of highly paid solicitors so i am sure it is legal :)
I agree with what you say to a point except for the last sentance. The laws of this land are written by very highly qualified legal people but how many loopholes are found in them? :)

TheInsider 27-02-2005 11:54
Re: Help - NTL refusing to pay compensation/refund for loss of service
 
Quote:
Originally Posted by gooner4life

And I had to laugh at this entire thread really - Help I didnt report a problem that my neighbour had but it looks like I can get a free lunch :mad: people in this country today

Since when has it been classed as a free lunch. Imho its stealing and thats the end of it .

gooner4life 27-02-2005 11:59
Re: Help - NTL refusing to pay compensation/refund for loss of service
 
Quote:
Originally Posted by TheInsider
Since when has it been classed as a free lunch. Imho its stealing and thats the end of it .
Absolutely hysterical comment, NTL Will happy refund you for loss of service if a fault is causing you to be without for a constant 24hour period, they will refund once the issue is fixed to your satisfaction but it does rely on you calling them in the first place and once you are satisfied to let them know.

---------

I think I may have got the wrong end of the stick there upon reading it again.

JohnHorb 27-02-2005 12:07
Re: Help - NTL refusing to pay compensation/refund for loss of service
 
Quote:
Originally Posted by TheInsider
Since when has it been classed as a free lunch. Imho its stealing and thats the end of it .
I think if you read the whole thread, you'll find that the fault affected the poster, AND the neighbour, but only the neighbour reported it. Not really either a 'free lunch' or 'stealing', but I can see NTL's argument for only recompensing the person REPORTING the fault.

Bill C 27-02-2005 12:15
Re: Help - NTL refusing to pay compensation/refund for loss of service
 
Just 1 point here.

This memo from Stores.

Due to budget cuts batteries for crystel balls are no longer supplied. Customers must be informed that from now on all faults must be reported if they will be asking for compensation.


:LOL:

gooner4life 27-02-2005 12:17
Re: Help - NTL refusing to pay compensation/refund for loss of service
 
Quote:
Originally Posted by Bill C
Just 1 point here.

This memo from Stores.

Due to budget cuts batteries for crystel balls are no longer supplied. Customers must be informed that from now on all faults must be reported if they will be asking for compensation.


:LOL:
:LOL:

Have a greeny

Bill C 27-02-2005 12:24
Re: Help - NTL refusing to pay compensation/refund for loss of service
 
Quote:
Originally Posted by gooner4life
:LOL:

Have a greeny

Thank you :)

ian@huth 27-02-2005 12:34
Re: Help - NTL refusing to pay compensation/refund for loss of service
 
Quote:
Originally Posted by Bill C
Just 1 point here.

This memo from Stores.

Due to budget cuts batteries for crystel balls are no longer supplied. Customers must be informed that from now on all faults must be reported if they will be asking for compensation.


:LOL:
Come on Bill. You know that withholding batteries for the crystal balls is a significant change to the contract and under the sale of goods act we are not getting what we pay for so you will have to pay us s**t loads of compensation. Think about all that mental stress and don't forget that we have had to buy 58,500 CDs to make up for the ones we couldn't download. We could be in for millions here. :D :D :D :D :D :D

Bill C 27-02-2005 12:45
Re: Help - NTL refusing to pay compensation/refund for loss of service
 
Quote:
Originally Posted by ian@huth
Come on Bill. You know that withholding batteries for the crystal balls is a significant change to the contract and under the sale of goods act we are not getting what we pay for so you will have to pay us s**t loads of compensation. Think about all that mental stress and don't forget that we have had to buy 58,500 CDs to make up for the ones we couldn't download. We could be in for millions here. :D :D :D :D :D :D

:LOL:

fatnose12 27-02-2005 13:06
Re: Help - NTL refusing to pay compensation/refund for loss of service
 
Quote:
Originally Posted by gooner4life
Jesus H - fatnose the problem in Luton was oversubscription on the UBR's NTL have now added another UBR for most areas in luton and surrounding (stevenage, Hitchin, Hatfield etc), I know because I was the poor schmuck working overnight to help the Headend tech.

I worked in the Luton office before they made us redundant and people like you were the absolute pits to deal with, maybe if you spoke to people like human beings they would be a little bit more forward in resolving your issue.

And I had to laugh at this entire thread really - Help I didnt report a problem that my neighbour had but it looks like I can get a free lunch :mad: people in this country today
__________________

Having worked in one of the largest customer service opperations for the last 15 years, being a customer service manager for the last 6 years,I well understand how to deal with a customer service problems. When you are confronted by bare faced lies by a service provider It gets a little hard to be reserved and not get annoyed . As for the flack you took, well you know the addage, If you cant take the heat, get out of the kitchen. In simple terms why stay if you did not like the job, and as for being made redundant, it only goes to show NTL has the same respect for their staff as they do for their customers. Very little......
Stop bleeting about the hassle you had at the hands of NTL. If you pay for a service you should expect nothing less, As for complaining if you dont, then nothing gets done, if nobody is aware of the problem then the all sit in their cozy corporate offices with the head in the firebucket. if enough people do complain then something will get done, it needs enough people to threaten to leave and get their service elsewhere to change this companies attitude.

ian@huth 27-02-2005 13:14
Re: Help - NTL refusing to pay compensation/refund for loss of service
 
Quote:
Originally Posted by fatnose12
__________________

Having worked in one of the largest customer service opperations for the last 15 years, being a customer service manager for the last 6 years,I well understand how to deal with a customer service problems. When you are confronted by bare faced lies by a service provider It gets a little hard to be reserved and not get annoyed . As for the flack you took, well you know the addage, If you cant take the heat, get out of the kitchen. In simple terms why stay if you did not like the job, and as for being made redundant, it only goes to show NTL has the same respect for their staff as they do for their customers. Very little......
Stop bleeting about the hassle you had at the hands of NTL. If you pay for a service you should expect nothing less, As for complaining if you dont, then nothing gets done, if nobody is aware of the problem then the all sit in their cozy corporate offices with the head in the firebucket. if enough people do complain then something will get done, it needs enough people to threaten to leave and get their service elsewhere to change this companies attitude.
I can't believe that anyone in the position that you say you are in and with that level of experience can talk such utter tripe. :disturbd:

Please tell us how you deal with problems that no one has reported and you don't know exist? Have you got solar powered crystal balls? :D

JohnHorb 27-02-2005 13:22
Re: Help - NTL refusing to pay compensation/refund for loss of service
 
I think we are getting crossed lines here. The thread as a whole is about someone requesting compensation for a fault which he did not report (but his neighbour did). Fatnose21 is talking about a completely different issue - how to deal with inept CS organisations. Indeed he/she actually states that if you don't complain, nothing gets done, which is precisely what this thread is all about.

fatnose12 27-02-2005 13:38
Re: Help - NTL refusing to pay compensation/refund for loss of service
 
Sorry to so obviously upset someone:(, but I was only speaking from expirence about having to get compensation from NTL and how I personally got it:), I never implied that companies needed crystal balls to see problems that have not been reported or though it would be nice if they supplied them to their staff(only joking.). Ive been on the companies psychic course recently to be able to see what customers really wanted when they would not tell us, but unfortunatly didnt use it on this reply. Complaining right away is the only way to go. and keep complaining......

ian@huth 27-02-2005 13:43
Re: Help - NTL refusing to pay compensation/refund for loss of service
 
Quote:
Originally Posted by fatnose12
Sorry to so obviously upset someone:(, but I was only speaking from expirence about having to get compensation from NTL and how I personally got it:), I never implied that companies needed crystal balls to see problems that have not been reported or though it would be nice if they supplied them to their staff(only joking.). Ive been on the companies psychic course recently to be able to see what customers really wanted when they would not tell us, but unfortunatly didnt use it on this reply. Complaining right away is the only way to go. and keep complaining......
My sincere apologies if I took your post the wrong way which having another look I can see I did. :angel:

N00N00 01-03-2005 02:09
Re: Help - NTL refusing to pay compensation/refund for loss of service
 
Quote:
Originally Posted by gooner4life

And I had to laugh at this entire thread really - Help I didnt report a problem that my neighbour had but it looks like I can get a free lunch :mad: people in this country today
What on earth are you on about? I'm not after any "Free Lunch", only the money NTL have already taken from me but failed to provide the goods for.

I made it clear that I tried to report the problem but couldn't get though. Accoring to your logic if there is a massive powercut for like a week only the person who reports the fault will get paid compensation and the other 100,000 would go without.

Plenty of people in my street have reported the same thing and I'm not remotely inconsiderate or greedy. NTL are the greedy ones. It took them 4 attempts to fix the fault FFS and they knew all about it for 3 and a half weeks. Some people here pretending NTL didn't know about the fault are talking utter tosh.

FYI I told my neighbour exactly how to get the money he was owed and also went to another address in the street (people I don't even know) so they could be refunded too (they are old and don't really understand their rights).

Clearly people like me who look after themselves and their elderly neighbours offend you. You clearly like seeing people getting ripped off by bloated, poorly run companies. Given your attitude I'm suprised NTL let you go TBH.

scrotnig 01-03-2005 03:18
Re: Help - NTL refusing to pay compensation/refund for loss of service
 
Quote:
Originally Posted by N00N00
What on earth are you on about? I'm not after any "Free Lunch", only the money NTL have already taken from me but failed to provide the goods for.

I made it clear that I tried to report the problem but couldn't get though. Accoring to your logic if there is a massive powercut for like a week only the person who reports the fault will get paid compensation and the other 100,000 would go without.

Plenty of people in my street have reported the same thing and I'm not remotely inconsiderate or greedy. NTL are the greedy ones. It took them 4 attempts to fix the fault FFS and they knew all about it for 3 and a half weeks. Some people here pretending NTL didn't know about the fault are talking utter tosh.

FYI I told my neighbour exactly how to get the money he was owed and also went to another address in the street (people I don't even know) so they could be refunded too (they are old and don't really understand their rights).

Clearly people like me who look after themselves and their elderly neighbours offend you. You clearly like seeing people getting ripped off by bloated, poorly run companies. Given your attitude I'm suprised NTL let you go TBH.
More cobblers I'm afraid.

Electricity companies are covered by an act of parliament so are under different obligations.

A better comparison is BT who again will only pay out anything normally if the customer reports it.

I'm afraid you are on a loser here. ntl cannot be criticised for not paying you compensation if you didn't tell them about the problem - end of story!

Imagine the chaos that would ensue if every customer was able to say 'yeah, trhere was this fault two years ago, it's still not fixed, but I couldn't get through to report it, I want two years money back'.

Believe it or not, people have tried this. Many times. In my last role I used to get people saying their TV service stopped working in 2002 and they wanted two years money back. These people are told to take a running jump. If there's a fault, you have to report it . Even Neil agrees with me.

Neil 01-03-2005 06:14
Re: Help - NTL refusing to pay compensation/refund for loss of service
 
Quote:
Originally Posted by scrotnig
If there's a fault, you have to report it . Even Neil agrees with me.
It's true, I do! :Yikes: :D

Scrotnig's abslutely right, from a company perspective, ntl (& any other company for that matter) have a right to protect themselves from people after freebies at their expense, & you not reporting your fault/reporting it late will have got classified as this situation I'm afraid.

I'm sorry, but I don't personally think you are entitled to compensation for a fault that you didn't report (& happened while you were away? :erm: )

N00N00 02-03-2005 03:13
Re: Help - NTL refusing to pay compensation/refund for loss of service
 
Sorry i didn't make myslef clear in my last post. NTL have in fact already paid all the money they owe me, (so at least they're more sensible than certain people here). I suppose they did this becasue they messed u so many times, but at least they pay what they owe eventually.

I got my money and I am helping the broadband users in the street to get theirs too.

Some people clearly don't appreciate me being proved right yet again but please keep your nasty comments to yourself.

Neil 02-03-2005 07:58
Re: Help - NTL refusing to pay compensation/refund for loss of service
 
I'm not quite sure who you are referring to above with your "nasy comments" remark, but I'll close the thread & remove it later as your original query has now been resolved.


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