Cable Forum - View Single Post - NTL does anyone know an effective way to get your complaints resolved

lostandconfused · 25-08-2006, 02:43

hi kat.
you said in your post you have spoken to many people, but i ask again, have you requested to speak to a TL? if so did you speak to one? if not did you take the name of the TL that was calling? and did you chase this up?

you are asking for an effective way to get a complaint resolved.. well there are many ways. customer services is the first and biggest. if they cant deal with it then it goes up to a team leader. if they cant deal with it, it can be escalated to the call center manager (but dont expect to be put straight through to the top of the chain as thats not how it works)

if you dont like that option you can take number 2. customer concern, this is by all means the slowest way as you have to write a letter, wait for it to be recieved and for your time in the backlog to come and have it sorted that way.

third option.... here. cable forum have contacts and there are members of staff on here that have on many occasions offered help... what damage would giving your account number over and getting someone from ntl to call you do? if you dont believe they are genuine, what damage is you hading over your account number going to do? they couldnt change anything on your account because of the data protection and as no one on here would even know your adress let alone a password, a method of payment package details etc etc so if they did have ill intent it wouldnt even get passed about 1 minute in a call to ntl:

you say you want other members to be able to see an effective way of getting their complaint dealt with. well i would say if they have a complaint they can post details of it (preferably with at least a hint of what the problem is) so one of the many posters on here can offer some help.

in my opinion i believe you dont actually want your complaint dealt with, that way six months down the line you can say, big bad nasty ntl have refused to deal with my complaint for all this time, granted you shouldnt have to chase these things up and you should have a first time resolution every time, but you need to get real if you really think this is practical. ntl is a big company and have many customers, problems WILL occur.

similarly customer service agents, and even team leaders deal with hundreds of calls a day 5 days a week so things sometimes get forgotton or lost. as you have offered not even a bit of detail what the complaint is, you could still be anonomous i cant comment on why it may have taken so long.

i feel this thread is completly pointless as you have put everyone else in a position whereby no-one can help you, the thread will offer no advice to other customers. how do they relate their problem to you when we dont know what the problem is?

25-08-2006, 02:43	#22
lostandconfused Inactive Join Date: Aug 2006 Location: swansea Age: 41 Services: 2 X V+ XL TV XL BB XL Telco Posts: 1,703	Re: NTL does anyone know an effective way to get your complaints resolved hi kat. you said in your post you have spoken to many people, but i ask again, have you requested to speak to a TL? if so did you speak to one? if not did you take the name of the TL that was calling? and did you chase this up? you are asking for an effective way to get a complaint resolved.. well there are many ways. customer services is the first and biggest. if they cant deal with it then it goes up to a team leader. if they cant deal with it, it can be escalated to the call center manager (but dont expect to be put straight through to the top of the chain as thats not how it works) if you dont like that option you can take number 2. customer concern, this is by all means the slowest way as you have to write a letter, wait for it to be recieved and for your time in the backlog to come and have it sorted that way. third option.... here. cable forum have contacts and there are members of staff on here that have on many occasions offered help... what damage would giving your account number over and getting someone from ntl to call you do? if you dont believe they are genuine, what damage is you hading over your account number going to do? they couldnt change anything on your account because of the data protection and as no one on here would even know your adress let alone a password, a method of payment package details etc etc so if they did have ill intent it wouldnt even get passed about 1 minute in a call to ntl: you say you want other members to be able to see an effective way of getting their complaint dealt with. well i would say if they have a complaint they can post details of it (preferably with at least a hint of what the problem is) so one of the many posters on here can offer some help. in my opinion i believe you dont actually want your complaint dealt with, that way six months down the line you can say, big bad nasty ntl have refused to deal with my complaint for all this time, granted you shouldnt have to chase these things up and you should have a first time resolution every time, but you need to get real if you really think this is practical. ntl is a big company and have many customers, problems WILL occur. similarly customer service agents, and even team leaders deal with hundreds of calls a day 5 days a week so things sometimes get forgotton or lost. as you have offered not even a bit of detail what the complaint is, you could still be anonomous i cant comment on why it may have taken so long. i feel this thread is completly pointless as you have put everyone else in a position whereby no-one can help you, the thread will offer no advice to other customers. how do they relate their problem to you when we dont know what the problem is?