Ok.... Neil appears to be following fale logic. It appears that due to the poor experience he has received, all customers must be experiencing the same as following the exact same logiv, the service is very ppor across the board.
This is, as I said, false logic.
On average, about 2% of ntl: customers make a complaint regarding the service received. Because ntl recently appeared on Watchdog, doesn't make them a bad company. Much like any other company run by human beings, there will undoubtedly be errors that (on the vast majority of cases) are avoidable. I am in no way belittling the poor experiences of the customers who appeared on Watchdog, however the 3 (THREE) people who appeared on the program is far from the total customer base of ntl:
Now before you start ranting - as I have already covered, roughly 2% of ntl customers complain. This is a statistic taken from OFCOM, the ONLY information you should really look into as realistic and accurate unlike a marketing survey which can be notorious for being innacurate or incorrect.
Please don't think I'm defending ntl, as I am instead offering an alternative view on this argument. So, a marketing research company has performed a survey of customers of several sectors. It's important to view this with scepticism however due to the fact that the amount of people questioned was not included to the results as well as the percentage.
It is sad then Neil may have been part of the 2% of customers who experienced poor service with a need to complaint. It's also important to mention that there is then the remaining 98% of customers who are somewhat satisfied/satisfied/very satisfied with the service. It is a very difficult uphill struggle to once again satisfy a dissatisfied customer - something I have worked hard to do in the past.
For clarification, please consult the OFCOM website for the league table of complaints.
Little side notes:
- No service (whichever company) is perfect. Unless someone invents the completely perfect, foolproof system then this will continue to be the case unfortunately.
- It is impossible to keep 100% of your customer base happy. As above - there is currently no perfect system in place. Errors that may annoy customers are on a whole fault related, human error or for reasons outside of ntl's control.
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Originally Posted by Jason1
Well sorry folks in my experince if and when i need to call c/s there crap. Recent example, called to get dd date changed to be told sorry computer said no, cant be done as I only have broadband.
ntl's dd comes out 2 days before i get paid. So i gave them my debit card details instead and was told i would have to pay £2 non dd fee even though i wish to pay by that direct debit, but cant have it come out on a day i want.
As expected they still take it by direct debit instead of debit card.
Only good thing is this new harmony billing system only always under bills me paying £10.43 for 750bb.
There may be good ones but they never answer my call.
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Sorry to hear that you too are dissatisfied with the services. This can however be resolved easily by keeping money to one side so you have the money in your account, ready for the direct debit when requested. This isn't a f
acetious comment but instead an option open to you. I agree that the systems may appear inflexible at times however you will only need to pay by debit card once and then, following the above routine, you can pay by direct debit.
Also, it is recommended that you call cusotmer services to advise them that you are not paying full price. By allowing yourself to be undercharged, you are in essence breaching the terms & conditions and as such opening up yourself to receive backdated charged for the periods you have been using the service without paying the full price. I mention this in order to avoid a further complaint.