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Originally Posted by h3adru5h
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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The fact that only 2% complain does not mean that 98% are (even somewhat) satisfied.
And some of the errors that annoy customers are most definetely not fault related. NTLs billing system is a shambles. I cancelled my services (which I was very happy with) in September, and so far, NTL have not been able to close the account. So, 6 months after cancelling, I am still being billed. I have been told on numerous occasions that the account is fully disconnected. Then it mysteriously reconnects again. I have now called NTL close to 10 times* (as they messed up my BB disconnection as well) and they are unable to disconnect my account. The last person I spoke to told me 'there was nothing she could do'. When I asked to speak to a manager, she told me there were no managers about, but she would arrange a call-back. Why am I not surprised that never came...
I am sorry, but I have never seen a company handle a disconnection so utterly incompetently, and I am not surprised at all they gained top spot in this survey (no matter how flawed it is/ may be).
*average wait times 20 minutes, if you don't get a busy tone and they don't tell you to call the number you have just dialled.