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Originally Posted by orangebird
So, having a little rationale and not feeling too emotional either way about a utilities company is rose tinted? Then great, I'll have two pairs.  |
I'm not emotional!
This is an NTL-related discussion forum, I'm talking about NTL.
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I'm sorry, where did I suggest that? All I said was, you were warned about the wait. But you waited anyway, and then you whine - how contrary can you get??? 
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Whining is something children do when they don't get their way, reasonable or not. Complaining is a legitimate adult pursuit when the subject of the complaint fails to live up to reasonable expectations. NTL advertising a 30-minute wait does not absolve it of culpability any more than a burglar advertising which houses he plans to break into tonight.
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No, I'm not suggesting that at all. The recorded message was ntls way of trying to manage the customers expectations. As I said before, whether you chose to act on it (call later) or wait and whine, is up to you.
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Not all of us have the luxury of 'calling back later'. I had a slot in my working day when I could afford to sit and hold with the phone on-hook and get on with something else. The call centre is advertised as being open at 11 in the morning so there is nothing unreasonable in me expecting to use it at that time of day.
If NTL's recorded message had said 'due to inevitable failures in our HR policies, it is possible, if unlikely, that the CSR that answers your call will tell you to F*ck off and terminate your call for no good reason' ... would it absolve NTL of any culpability had that actually happened? I'm sorry, you simply cannot suggest that the customer has no right to complain at shoddy service simply because he was warned just how bad it could be!
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ntl's call centres are staffed enough. The problem is either crap training (more often that not the case) which means it takes longer to sort out the query, a busy day (such as bills being received and people phoning to pay/query them) or numpties who can't work out by themselves that the reason their remote control isn't working is because the batteries have run out and if it's not fixed they're off to BT!!!!
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But that is contradictory. You say the call centres are well enough staffed, then you give a load of reasons why calls don't get answered quickly enough. At least two of those reasons have no possible solutions of their own - bills will always go out, and will always result in busy days, and there will always be numpties in the world - so the only conclusion is that the call centres are not adequately staffed.
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Sure, ntl could staff up there calls centres to make sure the phone never rang more than twice for any customer who rings up - but just watch the prices of the services rocket to cover the huge wage bill.....
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More than twice I am not bothered about. Less than five minutes would be fine. 25 minutes, however, is a joke.
incidentally, I phoned Virgin Home Energy just before NTL to see about cancelling my utility services. I was answered by a human (i.e. no 'press 1 for this, 2 for that') in well under 5 minutes.