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Originally Posted by ianathuth
I don't know, the story seems to be changing 
The new card may be able to be generated at leisure but it still takes an engineers time and associated vehicle costs to do the box swap and who ends up paying for this. My priorities, and customers, would seem to be different to NTLs so we had better leave it at that. |
But this is what engineers do, drive around areas of the country swapping boxes and fixing problems. Those that manage the security of these cards and what box they are attached to are i guess not customer facing and work to different priorities.
Is the issue here money. Whist I sympathise with the OP (i occasionally chase my 2 yr old around the house while he has a smart card in his hand - telling him he won't be able to watch TV until he gives it back often works!). It is the OPs fault that this has occurred and not a fault of NTL so NTL charging a service fee is reasonable IMHO, then it is just down to what they do with that fee, they can either get a team that does not work in a customer orientated process to do a one off job (which eventually becomes so many one off jobs that a person needs to be hired into the team for this problem, yet they probably won't see the £25 each time this occurs (more cost to the team - no revenue). Or they can get the customer facing CSRs and Faults to box swap. The biggest difference for the customer is that they need to wait in for a engineer rather than wait for a card in the post.