NTL Customer Services: Your personal experience
 

OK, let's have a definitive answer to this thorny issue. What is your own personal experience of NTL customer services?

Tell us your story, and don't forget to vote. I'm going to try to set this up as a public poll so we can all see who voted what, as I am interested to explore the allegation that those who claim not to have trouble with CS are in the main NTL staff in disguise.

Re: NTL Customer Services: Your personal experience
 

Right ....

Been a Customer of NTl for 10 years or so, from analogue, through to Digital, have BB and Phone, and did have dialup.

Have had the need to call CS on occasion, and yes they can be a pain at times, cutting off calls and so on. But in ALL cases the problems and queries I have had have been resolved. They were really bad at one point but in my opinion have got better over the last 6 months or so.

.... and I do NOT work for NTL ... how do I prove that... I don't know.

Re: NTL Customer Services: Your personal experience
 

I can recall several incidence of poor customer services from NTL.

At the moment I'm current going through a bad situation caused by NTL of course. The imbecilles at retentions have managed to disconnect my phoneline without my consent. Being the liars they are, they accused me of giving them my consent but the CS from telephone billings says otherwise.

Re: NTL Customer Services: Your personal experience
 

Been an NTL customer for a long long time (10 yrs + i think, well it was CWC and beofre that cablevision), analogue, digital, phone and BB.

Bad Points

Took them over a month to get peterborough BB stable in Jan 2003. But was after 18months without a sign hic up

I lose my channels and BB often but dont bother calling as its usually working again by the time i would have got through. (yes i know how to reboot my STB without them asking me to do it!!)

No caller id in my area

Was promised free call NTL world which ended up being delayed 18 months +

When converting to digital salesman told me id get SSX (however they refunded the difference between digital and analogue for a whole years payments)

Good Points

Had engineers round within the hour on 3 occasions.

Got my new house connected up and working when i moved before i actually got in the house

We dont lose BBC 1 like Sky do in my area


Overall i'd rate them as "Better the devil you know"

Re: NTL Customer Services: Your personal experience
 

I had to vote "never had any trouble" - because I've never had to call them. I have 2 phones, never had any trouble with either, 2 analogue tv boxes - only 2 short outages in over 4 years and 600k broadband on a SACM.

Ok I can't pretend the broadband has been perfect, but I have usually managed to sort problems by re-booting the modem or setting a proxy. I havn't seen the point in contacting CS about the ongoing problems with email & newsgroups, as I know I will get the "no sla" answer.

- I don't work for NTL:)

Mnachester CS leading Light in Service
 

Re: NTL Customer Services: Your personal experience
 

I've been this this company since NYNEX, my experiences can't really reflect the current state now so on average I'll say they normally cock it up.

Re: NTL Customer Services: Your personal experience
 

A very good poll this. I agree with th'engineer depends on who you get to speak to on the other end of the telephone, if your problem is resolved swiftly, great, if there is a delay or no helpful response at all, not so great. :erm:

Re: NTL Customer Services: Your personal experience
 

well i must admit i have never had any trouble , ok sometimes it is difficult to express your problem to c.s. but eventually i find the problem is worked out , oh and btw towny i dont work for ntl either ;)

Re: NTL Customer Services: Your personal experience
 

Apart from about a month of unreliable broadband, which turned out to be a knackered STB, I have had generally good service.

Re: NTL Customer Services: Your personal experience
 

The only trouble weâ₠¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢d ever have is the odd occasion we have rung up customer services & had to wait ages for an operator (it once took just over an hour)

Re: NTL Customer Services: Your personal experience
 

I have had to contact them three times as I can recall and have never had a problem with them.

Re: NTL Customer Services: Your personal experience
 

Two STB's, two phones, 600kBB. Have had very little trouble, may have been lucky,but the CS/tech people in Wales and Manchester that I have spoken to have always been very polite and helpful.
Email is an absolute pain, but even that seems to be flying today,


Oh nearly forgot, I do not work for NTL.:Peaceman:

Re: NTL Customer Services: Your personal experience
 

As you can all view, I voted 50/50. I've had to ring them twice - once they fixed the problem, once they didn't. Oh, and yes, I am an employee :)

Re: NTL Customer Services: Your personal experience
 

Forgive me for being stupid, how do you view how someone has voted:dunce:

OOPS, Cancel that, you click on the totals. DOH.

Re: NTL Customer Services: Your personal experience
 

In 7 years of having the cable service, both analogue and digital, I think I've only had 3 problems since I got it installed, a problem each for Nynex, CWC and NTL. Out of the 3, the worst cs had to be when it was Nynex and that was their fault for mucking me about when installing the cable in the first place. The other two were sorted out no problem.

I'm not an employee of ntl, though people do tend to call me pinnochio for some reason... ;) :D

Re: NTL Customer Services: Your personal experience
 

Well.......
1. ntl LIED to me about caller id being available in my area (they said it was when I asked before signing up - and when my phone was installed it became apparent it was not)
2. They could not explain my phone bill to me (basically I was not being given the discount I had signed up for as a bb/phone customer) and it took a few calls for them to admit they were wrong and to refund the money
However..............
1. Whenever I have had a computer problem CS have sorted it for me immediately (even when it was me being a thick first time user and not really their job to help me)
2. When I requested the call minder service to be activated it took 20 minutes instead of the quoted 48 hours
3. When I had bb installed the engineers sorted out all the software and ensured it was up and running before they left - which they did not do for my friends (don't know if that is the norm or not!)
So all in all - I'd say they seem to be improving!

Re: NTL Customer Services: Your personal experience
 

Must add that I never received the "FREE" headphones I was promised for signing up to TU24 several months ago.:(

Re: NTL Customer Services: Your personal experience
 

Only really had 1 problem...

Wanted to downgrade the CM and take the Movie channels off , Got through to an Agent who put me on hold to do it ( I really HATE that , I never put my Customers on hold to so something unless I have to call a level2 or dial another number to speak to someone , I prefer to just have a bit of chit chat and let them know what is going on ) , After being on hold for a good 10 mins I hung up and tried again ...

Got through to another Agent , explained that I had called before and asked her NOT to put me on hold ... " ok " 1 min later HOLD !

Got fed up of being on hold and re-dialled a 3rd time and finally got through to a nice chap who sorted it out for me :)

I work in Tech Support :)

Re: NTL Customer Services: Your personal experience
 

hi...
2yrs fone/analogue tv.
8mths digi tv.
8mths bbcm.
2 equipment probs..both sorted v/quickly.
Brighton support the tops...now retired...never worked for NTL...

Re: NTL Customer Services: Your personal experience
 

Seems par for the course - I never got the free webcam I was promised for getting broadband a year ago.

Rang CS about it twice both times they said I would be getting it - needless to say, I got nothing. :td:

Re: NTL Customer Services: Your personal experience
 

Was BT...changed to Ntl.....asked to retain my telephone number - they said ok.

Gave me temporary new number in meantime...after 2 weeks still not changed.

Called them - will be changed in 24 hours....never happened!

Called again - sorry but your number has been assigned to someone else - asked them to try and get it back - they cannot do this.

So I had an old ntl number and repeatedly received calls from people asking for a Mrs Gilbert.....pratically every day!

Finally moved to a new address - once again asked to retain number- given temp one.

2 weeks later....no change so called them - has been assigned to a new cmr. Complained like a mad bunny advising of previous instance of this - they managed to get the number back in exchange for free access for the other cmr.

So now all is rosey and we wont go into all the billing issues I have had :bigcry:

Re: NTL Customer Services: Your personal experience
 

So, to sum up ... almost 78% of those who have voted so far say NTL CS is either no trouble or generally OK. I don't recognise any of the 'no trouble' names as overt NTL staff, while UDT and Orangebird actually agree on the '50/50' shot. Stranger things have happened, I s'pose.

So is NTL Customer Services actually somewhat better than we generally give it credit for?

Re: NTL Customer Services: Your personal experience
 

Hi All,
I suppose a lot of us are having to go through a re-education process because of treatment we have had in the past,myself included.There is a definate improvement.I hope it continues.Both staff and customers were on a collision course that had to be reversed.I can remember times when I was actually baited into losing my temper.I don't fall for this any more.I have to say it is getting to be a differant experience when you ring with a problem.I think a few of us have been surprised that we are being answered a lot quicker than in previous times.I hope it continues both for the health of the staff who must have gone through hell at times as well as the customers.
Just a word about some of the staff who lost their jobs through no fault of their own.My heart goes out to you.I've been around a few years and have seen this situation happen in other companies.When resources have been taken down so far you just can't do your job as you would like and it is a terrible state of affairs to get into.The blame for this is at the very top.Of course there is nobody higher than they are to do anything about it.Hence the state ntl got into and they are not on their own in this.
I hope for the sake of staff and customers things are now on the up.
George.

Re: NTL Customer Services: Your personal experience
 

I'm just curious to know why those who voted "Completely awful, every day of the week" actually ring them everyday of the week to know this. :erm:

Re: NTL Customer Services: Your personal experience
 

rofl ... funny, when I created the poll I never thought of it meaning literally that! Actually it was inspired by a line from Stargate SG-1 by Major Sam Carter that has always stuck in my head: "Maybourne, do you have to be an idiot every day of the week?!"

Re: NTL Customer Services: Your personal experience
 

I've had no problems with them really - a few problems setting up a direct debit that still isn't resolved, but they've always been helpful and curteous.

I have had a cople of problems with the TV, occasionally it locks up, and just says STOP on it, without any particular reason, but a reboot cures it and it doesn;t happen every day. I've only had to get a engineer out once, when the return path wasn't enabled for the STB or something, but I can't remember why that actually was - I don't think interactive was working or something, but we don't use that now

However, on the few occasions I've had to ring CM/BB broadband support, the service hasn't been as good, but that's because there's been problems! I don't usually ring them too often - I find out stuff on here and .com, but I suppose that's the nature of tech support! It's usally been sorted, well appart from DNS and email probs, but there you go....

And I don't work for NTL....

Re: NTL Customer Services: Your personal experience
 

Got BB and 1 phone, had DTV but dumped it when i left NTL. Only had a couple of problems with BB, but that was to do with all the bugs going round so cant blame NTL for that as i knew what they were doing to try and help.

No longer an employee

Re: NTL Customer Services: Your personal experience
 

Well I got the little magazine in with my bill today - it says they were nominated for a "prestigeous Customer Service Award" and they are delighted to say that they won their category ......

Re: NTL Customer Services: Your personal experience
 

Dare I ask what category?

*inspiration for a new thread...

EDIT: No sooner said than done: http://forum.nthellworld.co.uk/showt...8279#post78279

Re: NTL Customer Services: Your personal experience
 

NTL offering good customer services :rofl: :rofl: :rofl:

:LOL:

Re: NTL Customer Services: Your personal experience
 

The North East CS Team won the National Customer Services Award 2003.

Yes UDT, like I have already said, we get good CS up here. :D

Re: NTL Customer Services: Your personal experience
 

Well, it did take weeks of hanging on the phone nearly every day (with the exception of Sundays) in a call box to get their services ;)

Re: NTL Customer Services: Your personal experience
 

I would have to agree with you on this. I try not to call NTL as the experience can be dreadful. Having said that I've chosen the option of hit and miss. Hit being they know how to answer simple questions like can you tell like how much is itemised billing and how much does it cost to have voice. I try not to ask difficult question as I know this may confuse their minds like how comes BT offers free itemised billing and free voice mail and NTL don't! :D

:LOL:

Re: NTL Customer Services: Your personal experience
 

Ah, I wondered when the daily snipe would appear ;)

Re: NTL Customer Services: Your personal experience
 

No snipe intended, simply good advice on how to deal with CS at NTL.

Re: NTL Customer Services: Your personal experience
 

a Snipe is a beautiful bird, with an unique bill, it has specific requirements for its nest. Unfortunately, these specialised species are often overwhelmed by those who can diversify and survive.:D

Re: NTL Customer Services: Your personal experience
 

Call center staff OK polite and efficient same goes for the visiting engineers.

getting through to them thou ABSOLUTE RUBBISH :2up: :2up: and abhorrent system to use , why !! only called them 3 times in the last 5 years to report faults TOTAL WAITING TIME ON PHONE 10 hours nuff said

Re: NTL Customer Services: Your personal experience
 

Ah, is this meant to be directed at me. How sad? Signs of desparation here I see :rolleyes: .Get real - there's a difference between a person and bird. You mean i should adapt by liking NTL :rofl: :rofl: :rofl:

Re: NTL Customer Services: Your personal experience
 

I don't think Homealone's post was aimed at you. I think he was joking.

Getting paranoid?

Re: NTL Customer Services: Your personal experience
 

Sorry, what evidence do you have he's not? Homealone has been on my tail for a long time. He even PM me to say he had actually complained about me. How weird is that? :nono:

It is not surprising he has voted to say he has never had a problem with customer services. :rolleyes:

Re: NTL Customer Services: Your personal experience
 

im sorry? you think its 'weird' to have the decency to tell someone personally/to their face that you are unhappy with them and have complained about it?

that means i assume that you feel its normal to complain about someone yet not let them know? only a personal opinion, but thats 'weird' to me, or lacking in moral fibre.....

:shrug:

oh, and while we are on the subject, what in gods name has homealone making a complaint about you have to do with him having any problems with ntl???

Re: NTL Customer Services: Your personal experience
 

If Homealone has a problem with me then he should approach me direct. But to complain about me to the mods and then tell me. Then that is weird.

And to answer your final paragraph. One of the problems homealone has said about me was the way I treated ntl and their employees with contempt. Well, it is not surprising considering the poor customer services and their usual rubbish. Anyway, I'm just wondering if homealone is an 'ntl luvvie' that goes around attacking those that speaks bad of NTL. I suspect he is even an NTL employee but he says he is not. However, we all know that NTL & their employees do not always go hand in hand with the truth.

PS Mark W, cut the nonsense about moral fibre - you work for NTL, remember.

Re: NTL Customer Services: Your personal experience
 

:rofl: :rofl: :rofl:

because he has not complained loudly and constantly about ntl like some, that means he must be a secret ntl employee telling lies

cheers UDT, i was in need of a laugh :)


:blah: :blah: :blah: :blah: :blah: :blah:

Re: NTL Customer Services: Your personal experience
 

The best way to get a laugh is to dial this number 0800 052 2000. Now that is funny... :rofl: :rofl: :rofl:


:Peaceman: :LOL:

Re: NTL Customer Services: Your personal experience
 

So, lets get this right ... you've had some bad experiences with a company, therefore logically ALL employees of that company must be useless, underhand, incompetant etc etc.

Isn't that a rather short sighted view.

Is it not possible that you have been unlucky with your dealings with that company, to have been unfortunate to have dealt with some that maybe were new, needed training, were standing in for someone else at the time etc etc.

We all receive bad service at times throughout our lives, attacking the staff verbally or even taking the broader view of rubbishing the company actually achieves what precisely ?

Some aspects of many companies needs improving, and by giving some the benefit of the doubt, you may find that your dealings with any individual/company may be a bit more fruitful.

As I've said many times before, (although you don't believe me), there seem to be very few NTL staff on this forum, which in my opinion, is a shame. The more we have, the quicker we may be able to get customer problems solved.

Shouting the odds, getting bullish, having a go at other members, including those that are from NTL, is going to get you noticed .... but for all the wrong reasons, and where is the incentive to offer the helping hand.

You have been disruptive to several threads, hijacking at least two, to draw attention to your problems. Maybe if you were a little more polite and were willing to discuss, rationally the problems you have, people may be more willing to help.

As it is at the moment, I can't see that happening, but am willing to be proven wrong.

Re: NTL Customer Services: Your personal experience
 

I dunno I go off to play with my new webspace (thanks KP) & log back on to find all this.:blah:

One thing I do find amusing is that my attempt at a light hearted comment on a post was picked up on, rather than the post itself. - yes there are differences between people & birds - one of which is the ability to laugh at ourselves:shrug:

For the record the reason I voted no problems with CS is that I havn't had to call them, ever, in over 4 years - sorry.:erm:

The other comments regarding my employment and that I was up front about disagreeing with the implication that all NTL employees are liars are irrelevant to this discussion & imo not worthy of reply.

Re: NTL Customer Services: Your personal experience
 

I don't have any evidence he is not. However, having read his post again, I don't see any way it could be aimed at you. He appeared to be cracking a joke at pem's expense. Pem appeared to be having a go at you.

Maybe, just maybe, he hasn't had any problems with Customer Services. You continually say the whole of NTL customer services is bad because you have dealt with a few bad CS people. This is not true. NTL, like any organisation (BT included) has good and bad employees.

Re: NTL Customer Services: Your personal experience
 

so the other night i try to get onto the internet , no worky , i dont know how long it had been off because i had just come out of hospital , so i ring c.s. up and they pass me onto t.s. they tell me it is a local problem being worked on at the moment and within an hour it is fixed , service or what , well impressed :D :D :D :D :D :D

Re: NTL Customer Services: Your personal experience
 

i have no idea how i keep missing threads???? or maybe i am sub consciously avoiding them :erm:

ok ntl cs.......i have found that generally they have been good.....the times i have foned the techys they have always been helpful and sorted out the problem and put up with me being a dippy women (even had one bloke singing down the fone :p) the only problem i have with them is waiting for someone to answer

i have found it helpful though having contact with ntl employees through this site, i can think of two people in particular who have sorted out problems for me

Re: NTL Customer Services: Your personal experience
 

Actually I'm above that simplistic view. When I interact with NTL CSRs it is most apparent they lack skills in handling customers. The sort of skills they do lack are genuine listening skills, empathy skills, the ability to analyse problems and how to give a satisfactory answer. I don't think NTL actually train their CSRs to deal with customers effectively without provoking customers. I don't think telling me about good or bad Customers Services in different organisations is going to help change my mind if I'm able to rate the skills of customer services staff. I think there are serious cultural problems at NTL in how they handle customers. The staff at BT are so much careful in how they speak to their customers. In my dealings with NTL staff they are not and they certainly lack the professionalism of BT staff. The problem is not just about good/bad customer service staff but how organisations deal with customers in general. For example a very good customer service rep at NTL may be below average when compared to BT.

Though I accept there are a few people happy with their level of service, I for one refuse to accept second best.

Re: NTL Customer Services: Your personal experience
 

i find this very interesting, because from your location you are probably in the same "ntl area" as me, and yet you have had oddles of problems with cs and i haven't apart from waiting times.....you may say that i am more willing to put up with their crap/crap customer service..but i wouldnt agree i have worked in the customer service sector, in one way or another, for the past 5years...maybe the way you approach the person you are speaking does effect their performance..maybe it doesn't :erm: :shrug:

Re: NTL Customer Services: Your personal experience
 

I think with you, you're probably happy with their service. However, I just not happy with second best. Why should I be dragged down to settle for second best, Bexy?

I've been on various courses on how to handle to dificult and abusive people and thankfully I have used these skills when dealing with NTL associates. I try not to ask difficult questions as this only confuse their minds. I try and give support especially when they are clearly not capable. Though I'm polite on the phone, they are clearly lack skills in handling customers.

Re: NTL Customer Services: Your personal experience
 

Thats a very high and mighty attitude your taking there UDT ??

Re: NTL Customer Services: Your personal experience
 

so let me get this straight.....you help them? ummm if you are helping them, why bother phoning them in the first place?

i seriously dont know what they are doing which is so wrong, i have always spoken to helpful people.....i think there was only one lad i would describe as unhelpful, and yes in the end i found it was just easier to sort out the fault on my own, but in hindsight it was probably due to a lack of communication...

Re: NTL Customer Services: Your personal experience
 

excuse me?

are u insinuating that i am happy with "second best" ? having worked for customer service i know the level of service that i should be getting......i think that it is YOU that has the problem, in that you are maybe expecting too much, or are going in with a negative attitude

Re: NTL Customer Services: Your personal experience
 

UDT, you say you are above that simplistic view. Yet, you have in the past (several times on here and .com) announced that all NTL employees are bad and/or liars. That, to me, is a simplistic view.

My point is that you cannot generalise like that. Even if all the CS people you have dealt with have been terrible, it does not mean that ALL CS people in ALL areas are bad.

Re: NTL Customer Services: Your personal experience
 

I see things beyond simplistic levels I'm afraid. Though it does amuse me when people think I don't know about the concept of good and bad CSRs from different employers. There is more to customer handling than talking nicely to customers.

I can remember when i started a thread on nthw.com on whether CSRs do get customer service training. Though there were many responses, there were hardly any replies that actually convinced me on whether NTL employees have adequate customer handling skills. One rep replied with he actually talked about the weather to calm the customer down. So picture this, screaming client down the phone line complaining of service being cut off and NTL associate talks about the weather to calm him down - muppet. :rolleyes:

Re: NTL Customer Services: Your personal experience
 

UDT, you say you won't accept second best. Well, going by your previous posts, you have one phone line from BT and one from NTL. If it causes you such stress, why use the NTL one? Why not get a second line from BT?

Surely by using NTL, you are taking second best even if you don't accept it.

Re: NTL Customer Services: Your personal experience
 

Mainly because the phone is part of the cable package. :rolleyes:

I'm sure I've said this many times.

Re: NTL Customer Services: Your personal experience
 

[offtopic]

popcorn anyone? [img]Download Failed (1)[/img]

wanna [img]Download Failed (1)[/img] with that?

better hurry, the [img]Download Failed (1)[/img] is about to start

or do i mean [img]Download Failed (1)[/img] ?

or perhaps even [img]Download Failed (1)[/img] ?

[/offtopic]

Re: NTL Customer Services: Your personal experience
 

mark what have u been drinking? :eek:
i'll have some popcorn and a cola please :p

Re: NTL Customer Services: Your personal experience
 

funny u make a sweeping statment about me settling for second best, and then ignore the reply :shrug:

Re: NTL Customer Services: Your personal experience
 

I don't generalise, I purely look at their customer handling skills. Though I never announced all NTL CS people are liars/bad/incompetant (those are other people's words), I have not seen any evidence to suggest they are not incompetant, not liars and not bad.

Undisputedtruth :walk:

Re: NTL Customer Services: Your personal experience
 

What despite the posts stating it ????

50% of people say it's OK ....

Re: NTL Customer Services: Your personal experience
 

1.I don't generalise,
2.I purely look at their customer handling skills.
3.Though I never announced all NTL CS people are liars/bad/incompetant
4.I have not seen any evidence to suggest they are not incompetant, not liars and not bad.
is it me or are these statements inconsistent......??????

Re: NTL Customer Services: Your personal experience
 

Actually, I have, on several occasions seen you describe NTL employees as liars, or bad, or incompetant. Sometimes you have also said that all NTL employees are liars. You have also told people that they are proNTL so therefore they must work for NTL.

Re: NTL Customer Services: Your personal experience
 

Are expecting me to reply to two different post at once? :rolleyes:

You may have worked in customer serice, perhaps even for NTL (whether you did or not I do not care), but I very much doubt your customer handling skills is advanced as mine. If you did, then perhaps you could see things the way I do. As for me having high expectations, I do not make any apologies and why should I? With NTL, I'm afraid, I have low expectations. There is no point is setting them for NTL. BT has actually surpassed my expectations.

Again, you're suggesting I'm approaching the associates with a negative attitude. May I refer to you my answer I gave in post #53. Do you not read my post? :geez:

Re: NTL Customer Services: Your personal experience
 

:rofl: :rofl:

Re: NTL Customer Services: Your personal experience
 

oh im sorry i forgot you knew me personally, and i forgot that you know all about my job history and the level of skills i have aquired, how silly of me to even question that it maybe YOU that has a problem and not the rest of us who feel that ntl cs isn's as bad as you made out

and as for me not being as advanced as u, get over yourself

Sometimes you are so needlessly rude to everyone, it's a wonder they read your posts at all.

Re: NTL Customer Services: Your personal experience
 

Ok people, keep it calm or this thread will be locked down for 30 minutes for people to cool off.

Re: NTL Customer Services: Your personal experience
 

Bexy, you have no evidence to support what you're saying. You have not given any examples of your competance. To say you worked in a customer services for five years does not mean you have fully developed customer handling skills. If you look at people who have worked in supermarkets, McDonalds or ticket offices then they can also claim they have customer service skills.

Again, you're trying to suggest it is me that have the problem. Yet again, do I need to repeat myself of pointing out again a previous answer in post #53. Let me know if you don't understand what I said in #53.

Re: NTL Customer Services: Your personal experience
 

you are the most condescending person i have ever come across on this forum, if you approach the cs staff in the same manner, no wonder they arent helpful to you

you have no right to say that you are better/more advanced than anyone else, you ask me where my experience/my evidence is and you constantly seem to ask people to support themselves, yet you dont seem to give any evidence for what you claim

what is this fixation you have with post 53...sorry am i missing something :dunce:

Re: NTL Customer Services: Your personal experience
 

As bexy has said, how do you know how well she deals with customers? Do you know her? Have you ever spoken to her? As to your own Customer Handling skills, I have found you to be polite in PMs (ie on a one to one basis) but on the forums, you are somewhat less than polite, and even rude in some cases.
Good, if you get bad service from any company you should stand up for your rights. Not enough people in this country do that.
So, you don't approach NTL associates with a negative attitude? Yet you say "I try not to ask difficult question as this only confuse their mind" & "thankfully I have used these skills when dealing with NTL associates". You appear to be assuming that whatever associate you speak to will be thick (or lack communication skills) or difficult. If that is not a negative attitude, I don't know what is.

Re: NTL Customer Services: Your personal experience
 

So it is okay for others for others not to read my posts properly and then for them to get all argumentative about it. :rolleyes:

To suggest I'm needlessly rude is perhaps the wrong statement to use, poor judgement I think.

Re: NTL Customer Services: Your personal experience
 

Ok, sorry for bothering you all...I'll just go away then.....

Re: NTL Customer Services: Your personal experience
 

Russ, stay...

Re: NTL Customer Services: Your personal experience
 

to be serious for a moment....

UDT, you keep on about your superior customer service skills, all the training you have had and how good you are - ie, dealing with difficult people - yet you are constantly rude and abusive to just about everyone on here... why not practice what you preach and BE NICE?

ok, be rude as you like to me, i really wont lose any sleep over it, but there are people who have been perfectly nice to you, offering genuine help - yet as soon as you find out they work for ntl, you become rude and insulting....well, thinking about it they dont even have to say they work for ntl, using homealne as an example the other night (sorry to bring your name up mate), all they have to do is not loudly denounce ntl to recieve your insults

sod customer service skills...... how about you try acting like a human being for once?, you do and you will be pleasantly surprised at how willing people will be to sort your problems, i promise you......

Re: NTL Customer Services: Your personal experience
 

come on russ dont be like that

<bexy steps away from the thread for a few minutes :walk: >

Re: NTL Customer Services: Your personal experience
 

well said that man :beer: for you :kiss:

wanted rep you but have to slut it around again before i can :naughty:

Re: NTL Customer Services: Your personal experience
 

The point you fail to grasp is that when I deal with CSRs they do not get overstretch thus making their lives a bit more easier.

Re: NTL Customer Services: Your personal experience
 

What are you talking about Mark? I've done extremely well in sorting out my telephone line when it was disconnected through NTL's own incompetance, without anyone's help on these forum. :smokin:

However, it is a sheer pleasure in dealing with BT, that you can only speak with or listen with respect. Sadly, NTL are a long way off to get my respect. THERE IS NO POINT IN RESPECTING NTL IF THEY ARE UNABLE TO RECIPROCATE.

Re: NTL Customer Services: Your personal experience
 

... and the point you fail to grasp is that no matter how much CS knowledge you have, treating other members and CS staff as a lower lifeform is just going to breed contempt.

Re: NTL Customer Services: Your personal experience
 

here's a statement for you....contemption builds contemption

:notopic: but i have the duelling banjos tune in my head

Re: NTL Customer Services: Your personal experience
 

Has it occurred to you that maybe if you hadn't spent so much time ****ing off NTL (words from your profile), somebody on this forum may just have been willing and able to help?

Re: NTL Customer Services: Your personal experience
 

I bet some idiot reading Nemesis post will one day say i actually said CS are lower life forms.

Re: NTL Customer Services: Your personal experience
 

Ahh, so you are doing a service to CSRs?

Re: NTL Customer Services: Your personal experience
 

Even if they offered it, I would decline it as i can do a much better job of as clearly demonstrated in the thread "More incompetance from NTL". :wavey:

Re: NTL Customer Services: Your personal experience
 

oh plzzzzzzzz no one can genuinely be this big headed.......

if i was in a face to face situation i would be looking for jeremy beadle.....maybe they are making a internet show :eeek: :rofl:

edit: did i split my infinitives there :erm:

Re: NTL Customer Services: Your personal experience
 

You see, you really don't even know you're doing it, do you?

I absolutely refuse to believe you are the socially maladjusted loner that you seem to want to make yourself out to be on this forum. I am determined to believe you are a perfectly nice, misunderstood person who is just angry at having been mucked about by NTL.

Next time there's a nthw meet-up, come along - I've missed them all so far but I want to go to the next one. If all of us get together and have a drink and a laugh, I'm certain things will be much happier round here.

:beer:

Re: NTL Customer Services: Your personal experience
 

So, somebody on this forum couldn't have just looked into what had happened and sorted it out without all the stress you suffered? Without the 5 phone calls and the letter to Oftel?

Re: NTL Customer Services: Your personal experience
 

awwww towny u are so sweet :kiss:

Re: NTL Customer Services: Your personal experience
 

Well if tried to treat NTL CSRs as capable and reasonable, then I can almost guarantee it they will say inappropriate things, get emotional or cause more problems

Re: NTL Customer Services: Your personal experience
 

get emotional? when you treat them as capable and reasonable......are you sure you are calling ntl cs??? emotional pfffttttt

Re: NTL Customer Services: Your personal experience
 

if i really have to i will find quotes (reading through your posts is not a fun prospect) but from memory i belive you have called them...

incompetant
thick
stupid
unskilled
ignorant
rude
unable to understand what you say
incapable of doing anything
liars
puppets towing the party line
:blah:


oh, just to prove a point - from this thread alone

imbecilles
the liars they are
'I try not to ask difficult question as I know this may confuse their minds'
'cut the nonsense about moral fibre - you work for NTL, remember'
'I try not to ask difficult questions as this only confuse their minds' (again :rolleyes: )
they are clearly not capable

ok, that was only to page 4, and i couldnt be bothered to continue....

add to all that all those times you have mentioned 'contempt' and anyone will have a clear impression you feel they are 'lower life forms'

:rolleyes:

Re: NTL Customer Services: Your personal experience
 

I didn't know I wrote a letter to OFTEL. :confused:

Get your facts right, scastle, and not for the first time either, for the record it was 7 phone calls to NTL and one to OFTEL. I'm beginning to wonder if you guys have reading problems here.

Re: NTL Customer Services: Your personal experience
 

And of course, you are always right... Actually, I was going from memory on that particular thread.

Anyway, I digress. How is a grand total of eight phone calls more efficient than getting somebody to look into the problem here? Apart from the fact that you would have to be nice to people here as they are not required to help you.

Re: NTL Customer Services: Your personal experience
 

well since im a gal that excludes me :rofl: apparently im an honoury guy so it does include me :p

but serious comments like this are the reason people make comments back at you

Re: NTL Customer Services: Your personal experience
 

I noticed you have edited that particular sentence to fit in with your thinking so for the record I shall include the sentence here.