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Originally Posted by Nemesis
BT will offer it if asked, NTL do on occasion. I believe that on this occasion the customer encountered an unsupportive CS employee. IMO the CS should have been more co-operative with the customer, and need to offer a uniform level of Customer Support. This I believe will come with time, the franchises operate independently, the networks are different, even down to the phone service. With such a fractured infrastructure as this, it will be difficult for NTL to provide the same uniform level of CS that BT do.
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Fair enough. As I have said in the past, all companies do have good and bad employees. BT has been touted many times on this site as an example of good service, but I have had variable service from them too (sometimes good, sometimes bad). Same with NTL really.
The loss of broadband example I gave above isn't really anyones fault (it was a dying STB), but I wasn't too impressed that each time I called, I had to go through exactly the same procedure (which didn't work reliably the first time I did it, so I didn't hold out too much hope for all the others). It was as if whoever I spoke to wasn't actually logging that I had had problems, so the next C/S person didn't know I'd been through the procedure.
But, eventually, I managed to persuade an engineer to give me a new STB, and that solved the problem.
BTW, Nemesis, according to the website, if BT do disconnect you accidently, they automatically offer compensation. I see no reason why NTL could not do this. They would need to do what BT have done, and ensure processes and safeguards are put in place to prevent problems, but BT have managed it, NTL should be able to eventually.