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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.
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Depends on what services you have, and how long you've been a customer...
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But for that £1500 I expect delivery of products and service, not notoriously fragile servers and equally notoriously bad customer service.
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I agree entirely. But IMO, the starter of this thread didn't receive 'notoriously bad custoner service' - they had their bluff called.
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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.
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I still don't see anywhere where the customer was treated without decency?
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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.
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In your experience, which is of course not acceptable. I have had two issues regarding my ntl service, one for dial up, which the tech couldn't help me with, one with my phone line which they did. Both times, the fact there was a fault with the service, was acknowledged even though they couldn't pin point it there and then, and an engineer then came out and fixed it
I'm assuming you're an ntl: Business customer - do you have any issues you want to pass to me to send on for you?
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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.
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Again, it's wrong to generalise. My issues were fixed OK, my services have not failed since and IMO, it was all dealt with OK.
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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.
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I am very acceptong of threads where ntl have done wrong, and they deserve a bashing. I am NOT accepting of 'bashing' threads because of nothing more than a customer having a whine because they didn't get what they wanted.
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