Quote:
Originally Posted by scrotnig
When I worked at ntl, a senior manager once explained it like this....it is often better, when averaged out across the entire business, to let one customer leave rather than spend a fortune throwing good service at them.
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I picked up on that part scrotnig, because I found ntl to be the exact opposite. If an engineer or technician wanted to get rid of a customer who was complaining and trying it on for free service, customer care would always without fail give the customer free service.
ntl threw huge amounts of money away on a rollersoaster ride where one customer pulled a fast one, and then passed their experience on to X amount of friends who tried the same.
The all time classic customer that I remember attending because it had been escalated, was one who claimed the TV service was giving him epileptic fits. Customer care had given the guy either 6 or 12 months free service, this had come to an end and he was creating a fuss again.
I went along and found no problem with his service, and reported back that his free service should not continue. Customer care poked their nose in and re-instated his free service, I asked what the hell was the point in giving the customer free service if he couldn't watch it, I asked if the fits stopped because it was free.
I personally knew a small handful of friends who were getting free broadband for well over 12 months because ntl gave them free service due to network faults and forgot, and we musn't forget a service that ntl gave free for years costing ntl huge amounts in payments to the service providers.
The excuse.... ntl didn't have a method of billing the customer.
The business department installed a large system and then decided it wasn't going to be part of their porfolio of services any more, the cost to ntl was hundreds of thousands of pounds. ntl let the organistation keep the equipment and didn't charge for any of the installation charges, the organisation ended up with a system installed for free, and just contracted another company for the maintenance.
I only know and have mentioned a very small example of what was going on in ntl, but letting customers leave without wasting money on them !!!
Are we talking about the same ntl?