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Originally Posted by Pem
It's almost certainly true that she would not have got this response had she not been on the radio - but it's still good that someone did respond, rather than ignore her. However - NTL still need to sort out the problems that caused her to need to moan in the first place.
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Unfortunately NTL are always going to be onto a loser when it comes to this situation.
Do they treat it as they would normally - ie ; wait a few days, then phone and re-schedule for sometime in the (not so) near future. And let the presenter continue to let the listeners know how crap they are. Thus not only causing other to call in to share theitr experience of NTL, but putting off potential new customers with <true> tales of poor service.
or
Phone the presenter - arrange a re-visit and make damn sure that they turn up for it.
This would annoy current NTL customers, as it is preferential treatment (although personally I would consider it a perk of the job - out local station,2-Ten FM, had a morning show presenter who made a career of blaggin stuff live on air), but may give the potential new customers (where NTL is trying to focus <just guessing mind you>) the idea that although NTL make mistakes, they rectify them in a fast and efficient manner.
Personally I would go for the second one every time - NTL know that existing customers are used to poor service, and will not be suprised, but they
need new customers to bring the profits - this is who they have to keep sweet.
As always - just my 2c
