Customer Service Article
This is the article that seemed to spark the current communication between ntl and Cable Forum.
ntl have again managed to pick up an award. However, this isnââ‚ ¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢t likely to be one they are going to be proud of. As reported in The Sun recently, ntl can now add †œWorst Customer Serviceââ‚à ‚¬Ã‚ to their many other titles. Is this a shock to ntl? Maybe, but I doubt it. Is it a shock to their customers? Based on what is being reported across multiple websites, definitely not. Was it always this way? Based on what I have found, yes, but not to this degree. Undoubtedly, any company providing services to the public are subject to complaints from their customers when things go wrong. The credibility of any company within this arena is based on their response to those complaints. It would appear that although ntl have received complaints in the past, on the whole their customers were happy with the service they were getting. That was until around about June 2000. The History What happened ?? ntl had advertised itâ₠¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢s †œcompletely free internet serviceââ‚à ‚¬Ã‚ and had been completely overwhelmed by the response. This caused a huge backlash from the Customer base. A massive public relations disaster. The Customers were not happy. The big question here was, †œDid ntl learn from this?ÃƒÂ¢Ã¢â€šà ¬Ã‚Â For a while, yes they did. However dark times were looming, the first indications were November 2001, in an article produced by the BBC. Quote:
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By December, jobs were going †¦ and more evidence of money problems. Another article in the same month by the BBC, warns of the results. Quote:
The highlighted paragraph, closer to the truth that the writer probably realised. By March 2002, the promises of surviving with enough cash dissolved. Now at this point ntl werenÃƒÂ¢Ã¢â€šà ¬Ã¢â€žÂ¢t alone. Telewest were also experiencing similar problems. What mattered now, was how they were going to recover and move on. In April ntl bought out the complaint site www.nthellworld.com with a view of improving the Customer Service experience. This was not to be though. By June 2002, plans were in place and things started looking better for the company. However, the complaints about the Customer Service werenÃƒÂ¢Ã¢â€šà ¬Ã¢â€žÂ¢t looking any rosier. January 2003 sees ntl emerge from the bankruptcy scare, 8000 members of staff lighter, and then immediately seem to attack itâ₠¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢s customer base by changing the rules. The rules that were changed angered the customer base, not so much with what the new rules were, although harsh in many peoples opinions, but more so with the way that is was conveyed to the customers. The customers were not going to be told, however, the information was published on the nthellworld.com site in line with its editorial policy at the time. ntl execs decided that someone had to take the fall for this news leaking out. This resulted in attempted disciplinary action against Frank Whitestone, the editor of nthellworld, who at the time also worked for ntl. This disciplinary action was later overturned as FrankÃƒÂ¢Ã¢â€šà ¬Ã¢â€žÂ¢s managers, receiving heat from above, had acted hastily and violated his rights and company procedure. This signaled the beginning of the end for the nthellworld site, as Ashley Grossman appeared on the scene and took over editorial control. In mid 2003, after conditions at ntl became intolerable for Frank, he published his grievance on his website after it was rejected by ntl. ntl exec Aizad Hussain then decided to pull the plug on nthellworld.com, as this seemed like the perfect opportunity. Quote:
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In the mean time, it was obvious to the nthellworld.com moderators that ntl were not to be trusted, and were, at that current time, not interested in communicating with the customers who had severe service problems and came to nthellworld. They created a new customer complaint portal, in the form of nthellworld.co.uk, which launched in the dying days of nthellworld.com. It was created as the moderators felt that ntl would not be true to their word & use the site as a genuine way of improving customer service. The customers suffer again later in the same year as ntl announce they are to shed a further 2000 jobs. 2004, more bad news, 1500 job losses and the closing of most of its call centres. If things were bad for the customer already, they were about to get a lot worse. The call centres that are left do receive some good news, Glasgow and Cardiff are to get new staff. Can 850 new staff replace the 1500 that are going †¦ maybe if they had training. The company receives some more good news in May, subscriber numbers are increasing. Today The company is in a much better position than it was during the bankruptcy; however the Customer Service has never recovered. Searching the Internet shows sites such as:- www.nthellworld.co.uk www.cableforum.co.uk www.ntlhell.co.uk www.digitalspy.co.uk which are full of complaint stories based on bad experiences There are a number of other sites that also show complaints. here, here, here, here and here. There have been recent press reports still highlighting the problems. The Mirror Teesside Watchdog The problem is not getting any better, in fact itâ₠¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢s getting worse. Future What happens now, as reported to the press and Watchdog, †œNtl has given assurances that customer service is paramountââ‚ ¬ÂÂÂ. If this is the case, what are ntl doing about the issues raised by the aforementioned sites? It seems that there is no doubt that the services that ntl provide are not the problem, we have already enjoyed increased Broadband speed at no extra cost, and are about the enjoy the same again with the new 1Meg, 2Meg & 3 Meg tiers. Itâ₠¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢s when we have issues with these services, that problems occur. With that in mind, I sent this article to Simon Duffy, to seek some clarification as to what is currently being planned in regards to customer service. This was the reply: Quote:
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Re: Customer Service Article
Thanks for the info Nemmie, 1 thing though, there are 2 S's in your links teesside :PP: sorry mate, not a biggie to you southerners but ............ :D
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Re: Customer Service Article
Interesting read Nemmy. Never knew half of what happended, and as an ex NTL customer of some time I have not had to deal with NTL cs for a long time now.
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Re: Customer Service Article
Good on him for replying. The CS isn't as bad as it once was - well, waiting times aren't, anyway - what is bad is CS rep knowledge.
Tech support are excellent, though. My main problem with NTL is their broadband service. I'm going to have to leave in May, because they won't offer me the service I need, thanks to their caps. It's just totally uncompetitive. |
Re: Customer Service Article
i would love to understsand where you guys are coming from, but in my heart speaking as an ntl employee i cant see it ever changing under present managment.
all we ever get is it cant change over night, but this nightmare didnt happen over night. it was always an accident hot spot waiting for sombody to be killed before they got them selves on watch dog. wot did simon and peter think that everything in ntl world was hunky dory prior to that.(well out of touch in my opinion,and hoping to be well out of it soon!!):td: __________________ |
Re: Customer Service Article
We heard you the first time ;)
__________________ That's odd. Your post was showing up twice just now..... __________________ :welcome: by the way :tu: |
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Re: Customer Service Article
[QUOTE=Raistlin]We heard you the first time ;)
__________________ That's odd. Your post was showing up twice just now..... __________________ :welcome: by the way :tu:just getting used to it matey ;) |
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