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Originally Posted by orangebird
Neil we're not taling about guarantees in general - go back to my post where you picked this up, I stated about no-one guaranteeing a fault free service - fault free means no fault - not that if there is a fault we'll sort it so you're not affected.
Please stop twisting my words to suit you.
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Makes a change I'm backing Neil on this one.
Nobody can guarantee a fault free service.
Of course they cannot.
What they can guarantee is the action they will take to resolve that fault and compensate the customer for the inconvinience that fault has caused, time off work waiting for an engineer, extra mobile phone call costs, inability to do things they would prefer to do. NTL do not seem to be able to offer such a guarantee or compensation, merely best endevours. BT, Kingston etc do offer such a guarantee (what does TW do anybody?).
BT's compensation scheme is not set by government or because it was once the state providor of telco, it is part of the value add of their service. They believe that they can get more customers having and honouring such a guarantee, than by not.
It's the same in many other industries, where the better perfoming manufacturers offer better guarantees, Mielie's 10 year guarantee for household appliances, Dyson 2 years on erm Dysons. Honda and the Japanese car manufacturers when they moved from a 1 year 12,000 mile to 3 year 60,000 mile warranty.