I would presume all have recieved the letter with their bills about calling CS.
It starts with
Quote:
|
You may have noticed that since the beginning of September there have been some delays getting through to our Customer Service teams. This is because we've started a programme of service improvements to help us give you a better level of customer service next year. The programme is underway and will be completed early in 2005.
|
Is this all the redundancies then relocating staff to a few places.
Quote:
With all these improvments we're making, our Customer Service help lines are very busy at the moment. To save you time, we encourage you to try these alternative ways of answering any queries you may have.
* You can access our new customer support features on our website at www.ntl.com These services include "Broadband Medic" a brand new self help tool that will allow you to diagnose the cure many internet and email problems without the need to call a technical support helpdesk.
* We have also launched "my ntl:home," a new customer service TV channel which ia available on digital channel 119. Here you will find customer support information on all of ntl's products and services.
The introduction of enhanced systems will bring significant service improvements but as we make these changes there may be some delay in answering customer calls. We wish to assure you that we are taking every step to ensure that any delays are kept to a minimum and would ask you to bear with us whilst we complete the work.
|
Delays in answering phones isn't a new complaint its more or less always been slow at certain times of the day so nothing new there.
The TV channel is of no use to those using SACM's and BBmedic even though I trialed it and found it very good for new people it was only benificial if you use IE and Outlook Express unless they have changed it. I use Mozilla like many others so this route is out.
Well further details early next year so its wait and see.