Cable Forum - View Single Post - NTL is call centre with longest wait in Mirror test

Shaun · 13-09-2004, 16:13

I can't wait for the outcome of the cable forum phone poll and then we can see exactly how bad NTL are.

Indecently I'm on the phone to NTL now (still trying to sort out their cock up from 3 weeks ago) and the guy I've just been speaking to (Joe in customer relations(Nottingham)) firstly banged me through to CS when I explained my problem and when I dialed back (as it was a CR problem) I got him again so he's put me on hold to find a manager.

How shocked was he when he got me again

I also got Joe to check if any notes had been placed on the account and the answer was a straight no, so thats four people I've spoken with since Monday and none of them have placed any notes on the system! Brilliant

As for other companies being as bad as NTL, I cant honestly say I've had that many problems, BT even have an automated system where they keep your place in the queue and the system rings you back when you get to the front. Marvelous, why can't NTL buy that system?

Edit well after speaking with Dean Hall I've told them once again to stick the service.

The story so far : Apparently the system that is used for provisioning connections/reconnection's is down, there is no ETA for a fix, it could be 10 days or 100 days, noone knows.

I asked what I was suppose to do as a customer and he said that I'd just have to patient, the impression I got was "like it or lump it", not a very good attitude to have with someone who's been on a whistle stop tour of the country's call centers being lied to.

According to Dean they are also signing up new customers at the moment to a service that they can't be provisioned on! Just sums up Ntl's attitude really, screw the customer for their money and give them no information or service!

13-09-2004, 16:13	#82
Shaun Inactive Join Date: Jun 2003 Posts: 6,064	Re: NTL is call centre with longest wait in Mirror test I can't wait for the outcome of the cable forum phone poll and then we can see exactly how bad NTL are. Indecently I'm on the phone to NTL now (still trying to sort out their cock up from 3 weeks ago) and the guy I've just been speaking to (Joe in customer relations(Nottingham)) firstly banged me through to CS when I explained my problem and when I dialed back (as it was a CR problem) I got him again so he's put me on hold to find a manager. How shocked was he when he got me again I also got Joe to check if any notes had been placed on the account and the answer was a straight no, so thats four people I've spoken with since Monday and none of them have placed any notes on the system! Brilliant As for other companies being as bad as NTL, I cant honestly say I've had that many problems, BT even have an automated system where they keep your place in the queue and the system rings you back when you get to the front. Marvelous, why can't NTL buy that system? Edit well after speaking with Dean Hall I've told them once again to stick the service. The story so far : Apparently the system that is used for provisioning connections/reconnection's is down, there is no ETA for a fix, it could be 10 days or 100 days, noone knows. I asked what I was suppose to do as a customer and he said that I'd just have to patient, the impression I got was "like it or lump it", not a very good attitude to have with someone who's been on a whistle stop tour of the country's call centers being lied to. According to Dean they are also signing up new customers at the moment to a service that they can't be provisioned on! Just sums up Ntl's attitude really, screw the customer for their money and give them no information or service!