|
ntl Customer Charter
Hi All,
You can find information related to ntl's new customer charter by clicking the link below. ntl want cable forum members and visitors to provide them with feedback and if and where possible ntl may make operational changes based on the feedback received from staff internally and customers from Cable Forum. Please take time to read it and provide your feedback. Thanks. http://www.cableforum.co.uk/article/...er-information |
Re: ntl Customer Charter
Nice to see UK Call Centres mentioned, but I'd like to see the split of call centre staff for both here (UK) and worldwide.
All very nice wording, glossy brochure etc etc...but seen it all before.... Let hope they keep the promises this time... How long does it take to speak to someone in a call centre.....94 SECONDS....sorry - I don't believe that!!! |
Re: ntl Customer Charter
Quote:
http://www.cableforum.co.uk/board/sh...07&postcount=1 |
Re: ntl Customer Charter
Quote:
On the positive side of things, the booklet is nicely designed and contains contact numbers and a section about what happens in cases of non payment. One thing that is a bit strange about the booklet is how it's entitled 'the big 5' 'quality/value and choice/simplicity etc...' and that's mentioned on the top right of every page.....leading me to expect ntl to run through the 5 topics one after the other.....but they don't seem to, why not? They have made a song and dance about 5 topics and while they waffle on about aspects of their service don't really clearly address each of the big 5. |
Re: ntl Customer Charter
i can not see any thing about things "coming soon" like VOD .
|
Re: ntl Customer Charter
the ntl pop up for the feedback does not work well with FF.
it is very small and FF1.5 does not resize pop ups, by default. ik ---------- Post added at 19:32 ---------- Previous post was at 19:31 ---------- Quote:
ik |
Re: ntl Customer Charter
Quote:
|
Re: ntl Customer Charter
Quote:
Lots of 'we aim to...' but no mention of any compensation, or such, for missed appointments with no apology/explanation - something which seems to happen quite often from reading this forum. I'd also like to see some commitment to consistent charging, notified in advance, rather than the 10MB STB upgrade fiasco, where many got/get it free, particularly those who requested it before the official announcement, and many others are expected to pay £50 to replace something which NTL provided. As I (and many others) have said elsewhere, it is a bit rich for NTL to provide reconditioned Pace boxes on the basis that customers are paying for the service and it is up to NTL what equipment they supply to deliver that service, and then try to charge customers for upgrading the supplied equipment when it can't cope. |
Re: ntl Customer Charter
It looks nice and can only be a positive thing. At least now they know where they are trying to go as a business and have a document to refer to when they forget ;)
lets hope this new approach will give some results that benefit the people who keep the company going. |
Re: ntl Customer Charter
Seems pretty much as I expected, the main thing thats missing though is a phone number or email address to report network problems on.
That would REALLY Help, Tech support in India just don't seem to cut it for this sort of thing, and to be fair they probably are not trained for it, but NTL could really do with having even an email address that can be used to report peering faults etc. |
Re: ntl Customer Charter
Things are looking up with NTL working together with CF and asking for feedback to help them further develop the customer experience.
What puzzles me though is that only two methods of written communication with NTL are discussed in the brochure, snail mail and fax. What about email which is part of the service that NTL are selling to us? Is there any reason why they have not listed email as a valid communication method? Perhaps it is because email is the only free method of writing to them and so easy for customers with an internet connection to use and they think that its use would generate too much work for them. My feeling is that if you have a concern and are willing to spend time communicating the facts to NTL then they should listen and respond whether the contact with them is by snail mail, fax or email. |
Re: ntl Customer Charter
[QUOTE=JohnHorb]To be fair, 1.5 minutes is a lot better than the 20-30 minutes that used to be the norm.[/quote[ Bluddy hell! I can see why they might be pleased, but to the casual observer (me) the times are still poor.....
Quote:
Quote:
---------- Post added at 08:58 ---------- Previous post was at 08:56 ---------- Quote:
|
Re: ntl Customer Charter
Would be nice if those pictures where actual ntl customer service rather than actors posing :) The odd ntl van about but other than that its all faked :erm:
|
Re: ntl Customer Charter
Quote:
|
Re: ntl Customer Charter
Quote:
You right about charging to upgrade old hardware, Thats not on. Did not know they was doing that I could say what i realy think but this not topic 4 it :) |
| All times are GMT +1. The time now is 17:15. |
Powered by vBulletin® Version 3.8.11
Copyright ©2000 - 2026, vBulletin Solutions Inc.
All Posts and Content are © Cable Forum