Quote:
Originally Posted by Bengie
I have commented on this subject at some time in the past and my views are still the same.
Okonski is not saying that what you do is not a good thing and that you cannot resolve problems, we know you can and it is very admirable helping people who are having problems, but it does not address the route cause of the problem ie NTL, and will do nothing to get the company to buck up their customer relations and do as the name suggests.
Okonski also has a problem to be sorted and has asked that you try and sort out the reason that NTL will not enter into an email complaints and resolution conversation as BT does.
There is one very simple answer to this - if NTL was to put anything in writing then they wouldn't be able to claim that there is nothing on the record and tell you that you did not in fact ask to cancel etc and without the proof they will continue in their misguided ways.
It is not just about resolving an issue, it it more about getting the company to take their responsibility seriously and resolve the matter in a fair and timely manner.
If my car returned from the garage with a problem associated with the reason it was taken to them, I wouldn't want the man next door to fix it for me even though that would be the quickest way of doing things, I would want the garage to fix it as it is their fault and they caused it.
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As nice as it is for russ and other people on here to offer to negotiate that is not the answer.
Tell me russ
what if a persons complaint was about some shoddy workmanship, or about bad attitude from a csa, would the resolution to the complaint involve that member of staff being shown the door to the dole queue? because to be honest this is the only way ntl is going to improve its reputation.
You can if you will find out why ntl do not get involved in email correspondence, because I have a feeling its because they do not want the customer to have something in black and white that can then be used against them should the need arise.
Why are ntl so special that the email option is not there? as the poster pointed out, you are asked to call them, that is logical given the money ntl are now creaming from disgruntled customers.
The other day I had a query regarding my account, I emailed bt my question, I received 5 minutes later an automated response, then the following day I had a full answer to my question that satisfied me.
Just to round off, a message to ntl, if you can email you should