I read a few threads lately about ntl starting to charge for calls to customer services and technical support. I find this really annoying when the only time I phone them is either when they mess the bill up after changing something on my package, or when there's a problem with one of my services.
Either way I only phone when there's a problem of their creation, so why should I have to pay to tell them either, (a) about a billing error, or (b) about a fault on THEIR system?
Often tech support calls can be lengthy too. One of the advantages of switching to broadband from dialup was the free tech support if it was ever needed...should have known eventually they'd do a hatchet job on it.
I sent my feelings using the Responstek form on here a couple of days ago. Here's what I wrote, and their reply, to which I've just replied back. The thing is, they don't seem to see anything wrong, so long as other firms do it, they seem to think it justifies them doing it...heavens forbid they could actually aim to be better than the other firms.
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I must express my disgust, and amazement to find out ntl plan to charge for phone call to customer service and faults.
The only time I phone is to get an incorrent bill put right (took 4 months last time), or to report a fault on YOUR SYSTEM.
Why should I have to pay to tell you there is a problem with the service I PAY YOU for? You're basically making money off the back of providing a poor service, and the first time I run up a big bill having to contact you in this way I'll be looking to move all my services elsewhere.
Is this any way to treat a customer who's been with you for 10 years, and stuck with you even when there's been problems, even when promised improvements are late being released?
I think not.
Regards,
Mark
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Hi Mark
Thank you for your comments. We are very sorry for the inconvenience this issue causes, we will always attempt to answer calls in a timely way but this is not always possible. If you are on hold for 3 minutes or more there will be a regular message to update you on the potential wait time. You may also have the option to request a call-back from one of our operators when our centre is less busy.
Below is some examples of numbers and charges other companies/providers have used while ntl continued to provide a freephone number:
Sky charges 8.10 pence per minute (ppm) for all general enquiry’s
Virgin net Customer Services 4.45ppm
Virgin Broadband Technical Support 25ppm
Tesco Broadband
Customer Services 4.45ppm
Broadband Technical Support 50ppm
As you can see ntl are still quite competitive with the pricing of call as we are with our services.
I hope this answers any further query’s you may have.
Thank you for contacting ntl,
Imran
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Thank you for your reply, but I don't use any of those companies, and you're not comparing the same thing.
Fair enough if I'm phoning Customer Services by my own choice, ie to change my package. But I don't see why phoning to report a fault with your system should be paid for by the customer. I already spend around £800 a year with you, why should I pay to tell you there is a fault with YOUR system??
When I first got broadband support was free, that was one of the benefits of switching from dialup, and support calls can be lengthy, not that I phone very often, only when there's a fault with YOUR system.
I feel you are going to lose a lot of custom over this, which in turn will lead to more job cuts.
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