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Originally Posted by Widescreen
Basically and not just with NTL, your expected to pay every month, and when their is a problem with your service, then your expected to be quiet, as sir dosnt know what the problem is becuase sir hasnt been told, so sir should not complain unless he knows the full details, which he wont because we wont tell him. So we will just give sir a little wee message telling him we know that there is a problem and we are working on it, and if it takes us a day or 2 or 3 or 4, then sir can jump off a roof.
Oh..well...  |
Welcome to Cableforum (before I start).
Now, the problem with giving people more info is simply how much do you tell them? If you tell most of NTL's customers too much detail, you will just confuse the hell out of them (as 99.9% probably aren't even technical, let alone network engineers). If you give too little, you sound like you are fobbing them off..
I am in a similar situation in work (I do tech support). If a user loses access to their home area, if I tell them the SAN has crashed, most would think I was speaking Swahili. If I tell them it's being investigated, they can understand that.