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Originally Posted by scastle
Russ, IMO, it's entirely reasonable to expect the customer to be near their PC/Set Top Box/SACM when reporting a fault. You don't need to know anything about computing to realise that, it's common sense. If, for example, your TV wasn't picking up the terrestrial channels and you phoned the manufacturer about it, wouldn't you be near the TV when they answered? Still, maybe NTL should advise people somewhere (maybe in the welcome pack, or on the bills etc) to do this.
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There are many customers who do not know what tests ntl can run. Perhaps they are going to send an engineer out? Perhaps they can do something their end? Of course, the majority of us know this is not the case because we tend to understand the technology - however this does not apply to the many people who do not understand what goes on.