Originally Posted by Mark B

A lot of people are missing the point.

The service went down, and putting it right was botched.

The original poster should have been given more than a quid. That's a joke. I don't care if it works out at exactly the pro-rata of the monthly rate, that is NOT the point.

Most ntl staff do treat customers with respect and dignity, this is one case where that didn't happen.

Part of the company's 'turnaround' process, in getting back to an excellent level of service, has got to be getting out of this habit of never admitting we got it wrong and never saying sorry. Too often we go on the defensive all the time. This is wrong. It is less widespread than it was, but it does still happen, as it does in so many large companies.

One cannot allow the urine to be extracted obviously, but a little understanding and acceptance of a botch up wouldn't go amiss.

This is something I am always banging on about. And it's not always about money. Some customers really don't want money off. I even had one guy refuse it the other day. He just wanted the service to work...and as a customer myself, I know exactly where he's coming from.

Thankfully we got him fixed and I gave him the money off anyway...he can always argue about it when he gets the bill

I know the terms say the service is not guaranteed to be fault free. Do we really think a customer reporting a fault needs to have that flung in their face when they call up? No they don't!

Sorry to rant. This is a big one for me. Standards are everything, businesses grow faster that way.