NTL does anyone know an effective way to get your complaints resolved
 

I thought a nut was hard to crack, nothing compared to that great bastion of "we can do no wrong, NTL", I just tried their email complaints procedure only to be directed to their telephone number http://www.ntl.com/home/contact/complaint/holding.asp
tried writing to them too, even sent it recorded delivery *sighs* I have logged three complaints with customer services (all about the same issues) and, so far no body has bothered. I tried contacting oftel to be told they dont deal with individual complaints but just monitor the situation. Is their any external companys that are willing to help? or am I just wasting my time? thank goodness I only have four months left.
and after that I will take no chances and instruct my bank to close my direct debit with them. If a company cannot be bothered to assist a customer with a complaint then they clearly do not feel they need my custom
anyone else had any luck?
huggies Kat2

Re: NTL does anyone know an effective way to get your complaints resolved
 

Register on a site that deals with ntl complaint issues. :) Such as this one. Oops - too late, you are registered. :) We have official paths for escalation and can help get issues resolved.

Next step - Send me some details of your complaint via private message. Include a name - your ntl account number and a contact number. Thanks.

Re: NTL does anyone know an effective way to get your complaints resolved
 

I had a problem like this with Three. I looked on their website found the names of all the directors and emailed them every day with copies of my every complaint. I'm not recommending that you do this but they phoned me pretty quick and sorted out my issue in a matter of minutes

Re: NTL does anyone know an effective way to get your complaints resolved
 

But in this case there is no need as the forum staff have contacts within NTL and an escalation procedure that they can use to push complaints through to a proper resolution ;)

Re: NTL does anyone know an effective way to get your complaints resolved
 

I work in an industry that is similarly legislated. Might I say that, if you can prove that you have raised a complaint, followed it through the published complaints process and given adequate time for it to be resolved, it might be time to take it to the relevant ombudsman?

Re: NTL does anyone know an effective way to get your complaints resolved
 

kat 2
When i first joined ntl i had many many complaints in the first 2 weeks , this is what to do
you phone ntl and ask to be put through to customer concerns
i was then given a person who dealt with my complaints and there direct phone number , i went to work a few days later and when i got home in the afternoon i had an ntl manager and an engineer waiting in there car outside my home for me, Between them they got my problems sorted and while they were in my house the lady from customer concerns phoned me to see how things were going. The manager was disscusted how i had been treated with my installation , ( just one of the problems ) but they did get me sorted . At the time the manager told me he was employed by ntl just to sort out the mess they were in. But i have had good service ever since.

Re: NTL does anyone know an effective way to get your complaints resolved
 

Hi, guys,
and thankyou for your suggestions so far but, I am looking for an official way to resolve my problem. Mick thankyou for your offer but I dont part with private details to somebody I dont really know (common sense). I am supprised that a company that offers to take complaints via email then has at its last stage a phone number (sighs*Hi, Roy, sounds like a reasonable idea to me after all no one (in an official capacity) appears to acknowledge my concerns.Paul, thankyou for your suggestion too, but really I shouldnt need to pass my details to somebody that claims they can help, you could after all once you have my details do all kinds of things so no, I am looking for an official way to make my complaint heard.Gentleman, hi, part of the problem is proving things, NTL make a point of complaints over the telephone, they could delete those complaints, I did send a recorded delivery letter though. Fudge, I have just rang ntl with your idea and was told that customer concerns do not deal with the public over the telephone they only deal with complaints in writting! *lol* so, sorry guys but I still feel a company should provide a policy that is fair to all. Email complaints should just be that, I should be able to email my concerns, not to go through all the links only to end up at a box saying ring this number.
anybody out there know an official external body that would be willing to help. ofcom seem to not care.
huggies kat2

Re: NTL does anyone know an effective way to get your complaints resolved
 

kat2, I respect that you don't wish to disclose your details to the CF team, but it was you who chose to register on our site. Catch 22. We might be able to help, but it's up to you if you want to trust us. Your choice.

Yes ntl should respond to your letters, emails or whatever. They haven't. That alone might be grounds for ofcom to take up the issue. You might also get advice from your council's Trading Standards, or even Citizen's Advice.

I do suggest you take a deep breath and post in this thread something that gives detail of what you complaint is actually about. At the moment we can see ntl haven't reacted, but someone if they can see what the problem is, may be able to suggest a solution.

Re: NTL does anyone know an effective way to get your complaints resolved
 

Hi, Rob,
and thankyou for your reply. I didnt join cable forum in the knowledge that people may work or know someone. I joined because I wanted to share my experiences of being a new user (feb of this year) with others. You know some times you may ask yourself is it me? or are others treated the same way as me? thats why I joined this forum to find out if indeed (is it me) or do others get the same raw deal. Seems looking not only at this forum but others too that it isnt me and that generally others experience fustrations of one kind or another.I havent posted about what my complaint is because I wanted to keep the topic pure, that is to say if other outsiders join they can look back on this particular thread and look at the constructive answers from other members whom may also have been subject to the same issues. So, simply put, this thread is about how to get your complaint heard and resolved and what steps did you take to acheive the end result.
Yes, I could go on about my personal case but thats not going to help others? I mean I would have loved to have found a thread anywhere on the net where somebody has managed to find a legit way of cracking the NTL complaints procedure, where they get action, and what steps they took.
so far all the threads I have come across on google all moan about the terrible experience they have had and that they left NTL !
huggies kat2

Re: NTL does anyone know an effective way to get your complaints resolved
 

Yep we know that many, too many, cable customers have problems. It's why Cable Forum exists. Clearly you have a problem that you want resolved. Other than the suggestions already mad, you can also try the responsetek systme , which is a link from this forum direct to ntl, but that again can go into a black hole (personal experience I'm afraid).

Without knowing details of your complaint it's very difficult for anyone to suggest any other avenues you could try for a resolution.

Re: NTL does anyone know an effective way to get your complaints resolved
 

hi

I can see your point, but the answer to your question could be 'register with Cable Forum & accept an offer of help from the admin team via their contacts in NTL' - you won't know until you try, but it has worked for several people, up to now....

Shouldn't have to do it that way, is true, but if you want your problem sorting, it is a perfectly viable & 'legit' option & I am intrigued why you, so easily, reject it - if you just want to have a moan, please be a little more straightforward, there is no need to sugar the pill :)

Re: NTL does anyone know an effective way to get your complaints resolved
 

Hi, Homealone,
and thankyou for your comments, no there must be a way to submit a complaint and a way in which it can be resolved other than leaving, or maybe thats the only answer, sadly its appearing that way. offers of help from strangers, no, I never give out my personal details to anyone, who ever they pertain to be. It would end up being my own fault if say "i gave information away and it was used to order extra products or services or indeed any other form of misuse. Seriously ask yourself this would you give your credit card details to someone that says "hey I can sort out your banking problems just furbish me with the pin number and all your personal stuff", might sound silly but I am responsible for my account number and my security as a user of a service. Whilst I appriciate what is being offered to me, I have to also ask myself could I be setting myself up for yet more problems? the answer is I dont really know, am I willing to take the risk and end up potentially having more problems than I bargained for? no, A company should have a transparent complaints procedure where customers can say what a good company NTL are, they listened, they acted, they resolved. This thread is about trying to break the mould of saying its a bad company, its about finding a way forward to get complaints brought to a speedy conclusion. I was rather hoping posters would post to say what they did and how it brought about resolution, not about giving details to somebody in private that solves nothing to the average forum reader.
and no, this isnt a moan about NTL its about finding a way forward.
Huggies kat2

Re: NTL does anyone know an effective way to get your complaints resolved
 

you said you have written a letter recorded delivery... when was this letter sent/recived?

i am currently working in customer concern on sundays as overtime to try and reduce the backlog.
ntl will try and deal with any complaints over the phone beacuse as you can imagine its a lot quicker than you writing a letter, someone looking at it, sending a letter back, then you replieing to the letter etc etc.
hence why the written complaints department is so small and therefore there is a backlog being worked through. for example i have recieved letters that are over 2 months old.

have you tried speaking to a supervisor if the agent that has answered the call hasnt resolved the issue to your sattisfaction?
even if the team leader isnt able to help they can escalate the call further up the chain.

also i would like to mention, i dont know you ar anything about your complaint, but from personal experience if you are calm when you call and i know it can be hard when something has been going on for a long time you are much more likely to get it sorted quicker

Re: NTL does anyone know an effective way to get your complaints resolved
 

Hi, lostandconfused,
and thankyou for your reply. I have been told that my written reply once received will take 28 days to prompt a reply, so far I have not received an acknowledgement of my complaint, with regards to customer service, I am always calm, I dont beleive in shouting it doesnt solve anything I did ask if I could speak to a supervisor about my complaints and was told that somebody would ring me back, on another occasion I was told no supervisors were available, on another occasion I was told their computers were down so they couldnt pull up my details and to call back later. I think really its as many have posted not only here but across the internet.You only need do a search in google for NTL complaints and sadly that sums it up. my four months to the end of my contract is now thankfully down to three months. I will no doubt at some stage post here on cable forums for advice about disconnections because I have heard horror storys in this respect too. Its sad really, that a concept such as cable to the home should have such a poor quality of customer care. Whos to say that my complaints are not deleted? seems strange to me why I have to go over them each time anyway, I have learnt my lesson no doubt like so many (it appears) but I was rather hoping that this thread may have brought about a positive way forwards but sadly it appears not to be the case.
thankyou for posting but sadly the thread message sums it up, "no body seems to know an effective way", and judging by your post in which you say customer concerns are only small but have a backlog of two months says how much they place on customer satisfaction.

Re: NTL does anyone know an effective way to get your complaints resolved
 

One way to get a speedy and effective result is to send your complaint via recorded delivery direct to the company secretary at his home address. His details are readily available from Companies House for little more than the cost of calls to CS.

As you say - lostandconfused's insightful post gives a clear indication of the importance NTL attach to their customer care. You would almost think that customer dissatisfaction with NTL was a new phenomenon.