[Ignition]

Just read the moneysavingexpert forum thread linked to earlier.

Those of you complaining I think have to look at ntl as a volume low quality service with not much (in theory) in the way of profit. Certainly less with the wonderful retentions people merrily reducing the bill of apparently anyone who asks without checking or enforcing new contracts, isn't the bottom line supposed to be profit not unprofitable revenue?!?!

A lot of these complaints appear to be about the wonderful outsourced technical support as much as general customer services.

I hope that at some point either the tech support is pulled back in house, or the outsourcer given a decent budget. My new employer actually has one primary metric to all customer service and tech support which ntl might want to try rather than BS call stats.

It's a really revolutionary one, really is amazing.

RFTET - Right First Time Every Time.

Is that really that difficult? Saves time dealing with repeat calls, so less queues and ultimately less staff required which = cost savings as well as improved customer satisfaction.

Cretinous management might want to look at that, bean counter run company = pile high sell cheap. Those of you looking for a good experience all the time may want to look at paying just a little more as that little more might well be paying for more dedicated and enthusiastic staff that aren't outsourced to an anonymous agency half way across the world. You end up that way relying on staff you don't give a s**t about, who you've repeatedly excreted on in so many ways, and whose performance you measure in anything but the ways that satisfy customers so you force them into not caring. That's not taking account of their magnificent 12k a year pay.

If you are happy with the pile high sell cheap philosophy then make your calls quickly and blag ya discounts, just hope to whoever your God might be that they don't go wrong as your God will be no help to you!