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Originally Posted by ianathuth
Yes, you would think that NTL could provide some cover 24/7 when they have that many customers. If there aren't enough calls to keep them busy during the night they could be busy answering emails, etc. They must lose revenue from disgruntled customers who cannot get faults rectified or booked for engineers. There must also be lots of customers who want to upgrade their DTV packs for something special but don't bother when they find out that they cannot do this until after the event.
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I remember working until 2am in tech support at NTL and usually from about 1am onwards it was dead. AFAIK the night team certainly DID deal with email enquiries but of course the calls took priority.