Compensation for loss of service?

[mattf]

I've just found this forum after a very frustrating conversation with NTL in Cambridge. Basically, the situation is this - I signed up with NTL (phone + cable) in May. They connected us, then lost the phone connection for a week. That time they compensated me and I wrote it down to teething trouble.

Last week I lost the phone service again on Friday, and it wasn't reconnected till yesterday. Same problem as before - my real number was treated as a temporary number and disconnected. Anyway - purely their mistake.

When I spoke to customer service, I was offered a pound as compensation. No joy with the supervisor. Complete stonewall. The guy couldn't even say the problem wouldn't recur.

So, what's my best chance to get someone to apologise, offer some token (rather than insulting) compensation, and try to ensure it won't happen again. Any suggestions welcome - should I try Chris Slattery maybe (is Cambridge part of South or Midlands region?)

thanks a lot,
Matt

[paulyoung666]

hi and to the site , one of the mods has some useful phone numbers , it might be russ , try pm'ing hiim and see if he can help , hope you enjoy your stay here

[seaneeboy]

One pound compensation?! Where on earth did that come from?!

[mattf]

The woman I spoke to said that our phone was down for 3 days, and our line rental was about 31p per day, so she generously rounded it up.

[paulyoung666]

Originally Posted by mattf

The woman I spoke to said that our phone was down for 3 days, and our line rental was about 31p per day, so she generously rounded it up.

in tere eyes that will be right , still not very good though

[orangebird]

OK -

Definition of Compensation:
compensate (PAY MONEY) [Show phonetics]
verb [T]
to pay someone money in exchange for something that has been lost or damaged or for some inconvenience:

So, what did you lose? The ability to make or receive phone calls.

What do you pay for that ability? £9.50 a month.

Divide £9.50 by the number of days in the month that you lost the service, then mulitply by the number of days you actually lost the service.

That is your compensation. No more, no less.

My friend died as a result of a medical error. That deserves compensation.

What compensation do you think you should be entitled too?


[edit]
1) Chris Slattery no longer works for ntl.
2)The guy can't say it won;t reoccur - read your t&c's, ntl do not guarantee a fault free service.

[mattf]

Orangebird - who do you think I should talk to if not Chris Slattery then?

I don't expect a fault-free service, but I do expect NTL not to make the exact same mistake twice (and give no guarantee not to do it again). I think I'm entitled to some compensation for my time and trouble getting the service running again, and also for the fact that if the phone goes down, I have to ring a bunch of people so they can contact me in an emergency.

Not for the money itself - just so NTL have an incentive not to screw up and then just shrug their shoulders.

Sorry to hear about your friend btw.

[ian@huth]

Originally Posted by orangebird

OK -



So, what did you lose? The ability to make or receive phone calls.

What do you pay for that ability? £9.50 a month.

Divide £9.50 by the number of days in the month that you lost the service, then mulitply by the number of days you actually lost the service.

That is your compensation. No more, no less.

My friend died as a result of a medical error. That deserves compensation.

What compensation do you think you should be entitled too?


[edit]1) Chris Slattery no longer works for ntl.
2)The guy can't say it won;t reoccur - read your t&c's, ntl do not guarantee a fault free service.

Hmmm. NTL have quite a different view on compensation than BT. What do you think BT would give in compensation for the same situation? Answer at http://www.bt.com/customerservices/c...=our_guarantee .

[Bifta]

Whoever offered him a pound needs a slap upside the head, there's being anal over compensation and there's showing customer service.

[seaneeboy]

OB, I think you're being a little harsh on the poor fella - Phonelines can be absolutely vital - a lifeline for the housebound, a line to the police for burglar alarms - and in general essential in an emergency.

If the house catches fire, and burns down because you couldn't call the fire brigade - how do you recon an insurance company will see that?

Phonelines are the most essential service ANY comms company should provide - it's one thing that can't be compromised on. Isn't that why phone faults are given priority?

I don't think the issue of monatory compensation is the real issue here (although you've got to admit the £1 compensation is quite funny), and I don't blame the lad for wanting a phone service that doesn't cut out all the time, and to be treated like a customer, not a user - there is a big difference.

[seaneeboy]

... and as a PS, £1 isn't compensation, it's a refund!

[paulyoung666]

Originally Posted by seaneeboy

... and as a PS, £1 isn't compensation, it's a refund!

true very true , but if that is ntl's policy it is their policy , again it is another case of ppl voting with their feet and going back to bt or whoever

[seaneeboy]

indeed - the two get confused a lot. perhaps it should be more obvious that REFUNDS can be offered, but COMPENSATION is not...

... then again, I can't see NTL Marketing letting that one out, can you?

[scrotnig]

Each case is taken on its merits, I personally would be hard pushed to offer £1 I'd do a little more, but again it's a case of each case on its merits.

If anyone's thinking it's going to be months of free service that won't realistically happen, and BT is the same.

[ian@huth]

Originally Posted by Mark B

Each case is taken on its merits, I personally would be hard pushed to offer £1 I'd do a little more, but again it's a case of each case on its merits.

If anyone's thinking it's going to be months of free service that won't realistically happen, and BT is the same.

The BT site indicates otherwise:

Fixed Rate Compensation

If you choose not to have your calls diverted and we fail to repair or supply your service on time, you can claim for subsequent days:

1-3 days delay: equivalent to one month line rental
4-6 days delay: equivalent to two months line rental
7-9 days delay: equivalent to three months line rental
10 days plus delay: equivalent to four months line rental.

Alternatively, you may wish to consider claiming Actual Financial Loss.