Cable Forum - View Single Post - NTL Not interested in long standing customers

Toshni · 01-12-2004, 19:03

Having started the thread and read all the posts, I think maybe it is a good time to clarify a few points.

I have been a content customer of NTL for a number of years, only recently did I start to read and discover that if you approached NTL CS in the right manner then and only then they might do something to keep your custom.

When I did call them, I was polite and courteous and asked if it was possible to reduce my monthly bill as there are a number of other ISP's offering comparable if not better deals. I was able to quote these to NTL (so they didnt think I was just making it up and could check up if they wanted to). The response I got was surprising to say the least (see earleir thread).

I completely understand that a company has to make profits or it goes under. However when you enter a de-regulated market like telecomms you have to be able to continually drive down your own costs so that these can be passed onto the customer if there is a need to (and I stress the word IF).

My complaint was with the way I was handled by CS in being taken for granted. It is all very well courting new customers, but without a solid long term loyal customer base then your business starts to get shaky.

I expect monoplolistic companies to respond in the way I was responded to. To some extent this includes SKY, as Freeview is not a comparable service or competition and therefore they can charge what they like and you either lump it or go back to your basic 5 terrestrial channels.

So am I happy with the situation, no, but much like NTL have to make a profit I have bills to pay. This means nobody should pay top dollar for a service that they can get cheaper elsewhere just because they should'nt ask for discount.

I have negotiated discounts with my mortgage provider, credit card supplier, gas, electricity and house insurance. Why should my telecomms provider be any different?

01-12-2004, 19:03	#109
Toshni Inactive Join Date: Nov 2004 Posts: 3	Re: NTL Not interested in long standing customers Having started the thread and read all the posts, I think maybe it is a good time to clarify a few points. I have been a content customer of NTL for a number of years, only recently did I start to read and discover that if you approached NTL CS in the right manner then and only then they might do something to keep your custom. When I did call them, I was polite and courteous and asked if it was possible to reduce my monthly bill as there are a number of other ISP's offering comparable if not better deals. I was able to quote these to NTL (so they didnt think I was just making it up and could check up if they wanted to). The response I got was surprising to say the least (see earleir thread). I completely understand that a company has to make profits or it goes under. However when you enter a de-regulated market like telecomms you have to be able to continually drive down your own costs so that these can be passed onto the customer if there is a need to (and I stress the word IF). My complaint was with the way I was handled by CS in being taken for granted. It is all very well courting new customers, but without a solid long term loyal customer base then your business starts to get shaky. I expect monoplolistic companies to respond in the way I was responded to. To some extent this includes SKY, as Freeview is not a comparable service or competition and therefore they can charge what they like and you either lump it or go back to your basic 5 terrestrial channels. So am I happy with the situation, no, but much like NTL have to make a profit I have bills to pay. This means nobody should pay top dollar for a service that they can get cheaper elsewhere just because they should'nt ask for discount. I have negotiated discounts with my mortgage provider, credit card supplier, gas, electricity and house insurance. Why should my telecomms provider be any different?