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Originally Posted by Bengie
I can see where kat is going with this and she is doing it the correct way.
Lots have used this board to get disputes and complaints resolved and I laud the board for being able to do that, but this isn't the way it should 'have' to be done. What about those that have no access to the internet but just the other two services, or perhaps have never heard of this forum. They need a way to be able to make and get resolved a dispute or complaint.
Your statement above Russ is almost saying 'use us and get is solved or don't use us and don't get is solved'. There shouldn't be a need to use your services, good and succesfull though they are.
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People are free to get matters solved any way they see fit but personally I cannot see the point of sticking with a principle if it doesn't appear it's going to work, even if it's the conventional way of doing things.
ntl (whether justified or not) seem to have a reputation for questionable CS. I doubt that one customer sticking by their principles will change that. ntl IMO have never been the sort of company to be ruled by 'people power' (certainly not when I worked for them) so even having lots of customers sticking by the 'rules' of complaining is unlikely to have an effect.
If I had a fault or complaint regarding ntl then I would much rather use a tried and tested method of resolution than one which has proven to be flawed.