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Originally Posted by orangebird
Deep joy. Another 'bash ntl thread' for no good reason other than operating in a way the most companies do.
TBH, why would ntl want to keep a customer, if they're not making any profit?  |
Right, I'm paying NTL around £1500 a year for the services they provide. If they're not making a profit out of me then they shouldn't be in business, end of chat. But for that £1500 I expect delivery of products and service, not notoriously fragile servers and equally notoriously bad customer service.
And retaining existing customers is far cheaper than recruiting new ones. So treating your customers with decency and respect is an investment; it will return greater profitability in the long term.
NTL certainly do not operate in a way most companies do. I have longstanding trading relationships with many companies who manage to treat me with courtesy and respect. Companies who when things go wrong, acknowledge it and fix it. In crass marketing terms this is called turning an 'ouch' into a 'wow'. NTL turn an 'ouch' into a 'life threatening injury'. They are inept.
The sad thing is that when the products work, they're great. But when they don't (which happens far, far too frequently) NTL just don't know how to deal with it. Let's just hope the planned new CS regime which they're currently trumpeting (and using as an excuse for current service levels) is more than a load of hot air. Then perhaps we won't have cause for another NTL bashing thread.
Finally Neil, I take your point about switching back to BT. But I'd still need to get lines re-connected, pay a broadband installation fee etc. Then there's the telly (I'd gladly get rid but the kids would lynch me). What I want, and I'm sure everyone else does, is to deliver what they promise in their marketing. Then we'll be happy and they'll make money.