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Originally Posted by Tardis
Thanks for your comments.
The reason for my “tone” at posting my thread was because the CS agent had blatantly cut me off when I had asked to speak to a Supervisor. I was not rude to this person or anything. I have read other threads concerning the way to speak to CS and the best way is not to be volatile. So having the phone put down on me gets my back up like anyone else.
Though I do not expect my own private engineer sitting round the corner from my address I do expect better service when I pay for a service up front. I pay more now for a lesser service than I did a few years ago.
I have never had Interactive TV, which was promised when I went over to Digital from Analogue (Videotron)
CS used to be available 24/7 over the weekends and engineers worked on weekends.
NTL are too interested in installations rather keeping their existing customers happy.
I understand that engineers get sick and have holidays, fine, but why not tell the customer that. They just tell customers that “can’t get anyone till Monday” I’d like to be given an answer not an excuse.
Why do engineers not work weekends, I’m sure some of them would appreciate the overtime. If there were a major gas leak in your area the gas company would turn up within hours. Certainly within 24hrs and work through the night if need be.
As the old adage say’s “you get what you pay for” but are we?
Tardis
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Although I'm not there anymore, I know locally the big difference now is the on-call engineers do work the weekend but are not sat around on-call as they used to be, they have a full quota of faults to deal with.
In the past the Network Engineers were called to help out when the service Engineers were overloaded, but now network Engineers are basically Service Engineers, they have x amount of customer calls the same as the service engineers do.
Someone just needs to look into why the service calls have gone through the roof!
