I had to Laugh
 

Phoned CS earlier today to get them to add Rangers TV to my packages so that i can get NASN Extra on a Sunday evening.

First of all i got the line, "Sorry its taking me a while to do this but the systems running slow" to which i responed, "a bit like changing channels then ;)".

Any way to cut a long story short the guy said he would make the change but not hold me on the call. Five minutes later he phones back to tell me that NTL cant add Rangers TV to my NTL package, only Setanta can do that, (he checked with his team leader). When i ask him how do Setanta do that, not having access to NTL's systems, he goes away and finds out after about 5 mins that he can do it.

How can something so simple not be understood by CS?

Re: I had to Laugh
 

maybe he was new and this was the first call he'd taken, still doesnt excuse him though, more complicated things i would understand but EVERYONE should know how to change a package!

Re: I had to Laugh
 

Perhaps he took his script to his line manager the second time he asked

Re: I had to Laugh
 

I definitely think the CS rep was new & inexperienced in the ways of NTL. Proof:

We can't have that! What if they ALL start returning calls when they'd said they would?!

Re: I had to Laugh
 

No one said he was going to return the call. He just said he would make the requested changes but couldnt so he called back.

Re: I had to Laugh
 

Still nice that he bothered to call the client back when he couldn't do something he'd said he'd do in the first place! :)

Next Step: NTL getting things right the first time.