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Originally Posted by Ramrod
Thats one and a half minutes, hardly something to brag about......and while we are on the subject-I can't believe ntl are boasting that it takes over ten minutes to get to speak to tech support!
On the positive side of things, the booklet is nicely designed and contains contact numbers and a section about what happens in cases of non payment.
One thing that is a bit strange about the booklet is how it's entitled 'the big 5' 'quality/value and choice/simplicity etc...' and that's mentioned on the top right of every page.....leading me to expect ntl to run through the 5 topics one after the other.....but they don't seem to, why not? They have made a song and dance about 5 topics and while they waffle on about aspects of their service don't really clearly address each of the big 5.
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To be fair, 1.5 minutes is a lot better than the 20-30 minutes that used to be the norm. The '10 minutes' bit could perhaps do with re-wording - I think they mean the time to answer the query and close the call, rather than the time to answer the phone!
Lots of 'we aim to...' but no mention of any compensation, or such, for missed appointments with no apology/explanation - something which seems to happen quite often from reading this forum.
I'd also like to see some commitment to consistent charging, notified in advance, rather than the 10MB STB upgrade fiasco, where many got/get it free, particularly those who requested it before the official announcement, and many others are expected to pay £50 to replace something which NTL provided. As I (and many others) have said elsewhere, it is a bit rich for NTL to provide reconditioned Pace boxes on the basis that customers are paying for the service and it is up to NTL what equipment they supply to deliver that service, and then try to charge customers for upgrading the supplied equipment when it can't cope.