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Originally Posted by Neil
Thank you!
The point I have been trying to make for yonks.... 
Losing customers is madness from a business point of view, but ntl have clearly demonstrated that they don't have a clue in this situation, somehow allowing members of their staff to just let customers walk away with an arrogant "take it or leave it" manner just says to me that those staff care about ntl as much as they do ntl's customers.
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And, if I remember my School economics lessons properly, it costs more to get new customers than to keep old, and for every disgruntled customer, you may have to recruit more than 1 to replace them (disgruntled customers will tell their friends/family what a crap service they recieved, then those friends and family may not join),
Actually, one thing that is starting to irritate me (this is strictly speaking
but could apply to the general subject of the thread). Mobile phone companies are busy chasing new pre-pay customers, but totally ignoring the old, contract customers (like me). It would be nice to have a line-rental reduction now that I have probably paid off their subsidising the cost of my P800.
Mind you, when I moved from O2, they really didn't seem interested in my business.