Thread: NTL Not interested in long standing customers
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Old 30-11-2004, 12:52   #73
Neil
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Re: NTL Not interested in long standing customers
Quote:
Originally Posted by andyl
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.


Quote:
Originally Posted by andyl
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.
Fair point, but BT would reconnect you for free, & most ISPs are doing free/discounted activation on their BB products (such is the market today)

Sky do free installs on their DTV packages, & Freeview is just a case of plugging in the STB normally, but I do totally take you point that you just want the service that you are paying for from ntl.

Great post BTW.
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