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Originally Posted by progers
I have to say that my experience is clouded by having to write to the MD to get problems resolved soon after joining. Since then I have had occasions where I had to call and waited for 10 minutes for a reply. The last time they answered within a few minutes and were helpful.
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Hi guys, I must reiterate again that I have never had a problem with CS - simply because I can never get to speak to one! The lines are constantly engaged and on the days when I do get into a queue, the line just goes dead after a few mins! With my ongoing saga, a guy rang me from CS the other day and *demanded* I pay the arrears asap - he asked me how much I owe and when I was going to pay it? The dept he was ringing from wasnt even aware that my complaint was being processed by the ombudsman! In my experience, although CS reps arent to blame (although some of them can be patronising), the whole system needs a review. I had no responses to emails, no responses to correspondence (after gawd knows how many letters sent to them) and a recorded delivery letter to the Celtic region MD, who completely ignored my letter!! and when I took it the ombudsman, NTL decided to get real cocky about it all - no apologies, nothing, just a twist on the truth, trying to make *ME* out to be the bad guy! Had a letter last Friday, it was a lovely one, *with* an apology and I think "why couldnt you have been more forthcoming, *before* I closed my account with you??" I liked my NTL ISP, I liked the competitive 24/7 internet accesss package. There is lots I liked about NTL, the only problem was, a problem developed that caused nothing but stress and frustration. I am still gobsmacked by the way NTL dealt with the whole matter.
Tracy