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Originally Posted by homealone
I can't disagree with any of that, Ian, especially members PM'ing the ntl staffers, that really isn't 'on'  |
thats why having people on here in official capacity would be beneficial, ofcourse a rules system would have to setup interms of how people can actually be helped and when they should and should not contact any member of NTL on this site via the private message facility.
if simon duffy says its fine for staff to help on here then it should not be supervisors or management below him saying no! but i understand the structure and how employees are treated.
if there were official channels setup to bring NTL representatives on to the forum to assist major problems such as customer services failing to address issues, customers having to ring back time and time again for changes to services, billing mistakes and so forth, if not being rectified by all the customers avenues available then they can seek help on here.
i do NOT see a problem at all with this, even ways of tracking this could be monitored.
im reserving all judgement until NTL get back to us but i think at the moment there is a hesitation on their part to have the aspect of online help for customers with serious or escilating issues somewhat unappealing.