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Originally Posted by Incognitas
Errr..Funny how we all got upset then!!!If his tone wasn't confrontational. 
If we are going to behave along the lines of fair play then I have the following points to make.
If he had been told he had to wait a week to a month I would have understood.Agreed having the phone put down was unacceptable but I don't think that he was fobbed off particularly about his problem.
I have seen people told off on this site and the old .com for coming and asking for help far too early without giving NTL a chance to resolve it.Well it was resolved within 24 hours and no one has said well done for getting it sorted well within the time frame of 4 days.
We do need to be vigilant against blaming NTL for every single thing going wrong.Lets concentrate on when they do get it so very wrong but give them a chance to sort a situation out FIRST before giving them a beating.We also don't always shout out enough when they DO get it right.
I know NTL can be bad but on this occasion they weren't THAT bad.
Also he DID get an APOLOGY which is more than some customers get who have had some horrendous problems in comparison.
Incog. |
Indeed, and I disagree with telling them off.
I would always say, 'have you spoken to ntl about it', and if they say no, I may *suggest* that they do so. However, a good example of where this wouldn't work is the missing PIN numbers problem for cable modem registration. I know exactly what will happen if they phone customer services... a form will be filled in and they will be told they should hear something shortly. Whereas, in most cases, I know I can fix that issue...Monkeybreath also knows HE can fix them too...so we tend to sidestep all that and just jump in and sort it.
We should take every customer complaint seriously. After all, whether WE think it's justified or not, it's clearly a problem to the person posting it. Even if we think it is NOT justified, we can explain this politely without flaming the person concerned.