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Originally Posted by andyl
O/B, I understand why you say what you say and sympathise. But please remember that some of us have had some pretty dreadful CS experiences courtesy of NTL and this has bred some possibly unhealthy cynicism. It also has to be said that a lot of those CS issues are nothing to do with the poor sod who answers the phone. Sometimes it is (or has been) though (or the supervisor) and I'll admit to having lost my temper in the past. Thankfully my service has been pretty good in recent months so I've not had to speak to CS.
A good company is in no small part judged by how it deals with when things go wrong and NTL's past track record in my experience is not good. They don't/didn't so much turn an 'ouch' into a 'wow' as turn an 'ouch' into a 'f--- that hurt!'.
As I say though, no advocate of abusing any CS person.
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I know how it's easy to get cynical, I appreciate that. I'm also a customer of ntls, and I haven't always had the best service either. Put it the other way round - say the rep had called the customer a name, thinking they were no longer on the phone. And the customer rings back to establish exactly what the problem was - I wouldn't see too many people on here accepting the excuse of 'I thought they'd put the phone down'. Because it's not acceptable, from either party.