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Originally Posted by Neil
What about the people that the customers speak to that get told constantly that their PC is to blame, or that some in "3rd line support" will call them back (etc etc) ?
Sorry Mark, but you're wrong. 
ntl's only intention when buying NTHW.com was to (try to) silence it's fiercest critics, I don't believe to this day they had any intention of doing anything other than closing it. It was an invaluable & innovative (not to mention cheap) way of showing it's customers that it cared about them, & was prepared to listen to them.
So what did ntl do? They closed the site down.  
I don't believe ntl give a flying fig about it's customers, the rot is too seep, the problems are insurmountable IMO.
They haven't managed in the 7 or 8 years I have dealt with them, even after going through Chapter 11, & I don't believe they can change this far down the line. |
Buying the .com site certainly silenced all the critics who were working for the company, I know for a fact that there were many questions being asked about who I was. In one meeting involving customer care a senior person asked and wanted me silenced, they said the ntl legal team should be put onto me. I don't know how they would do that because they wouldn't want certain things coming out in court/public.
I was told by another employee who used to post on .com that he was asked who I was, there were a couple of managers going around asking people if they knew. I was even asked by one ntl guy who didn't know I posted there on a night out.
The field technician/engineers in south wales were told to stay away from .com shortly after it was bought by ntl, I never found out how far up the ladder this "friendly advice" came from but it was denied by one or two mods on .com, and I was branded a liar for quoting such a thing.
ntl succeeded in shutting up employees when they bought .com, and I think the harm they felt employees were doing to the company by telling the truth had far more to do with the purchase than any intention of helping customers.
The people on .com who called people like me cynical, were generally ones taking all the BS and hype form ntl and employees that hadn't been with the company long enough to know how they operated.
Rant over
