don't knock ntl!!...good news story

[hoggyspuds]

I became aware around dinner time yesterday, friday, that my phone wasn't ringing for calls. I rang 151 and after a few mins was put through to a very pleasant person. He tested the line, said that it was fine their end, and that he would have to arrange an engineer visit. The engineer was due to visit today, between one and five, but the phone actually rang today at 11am. It was the same customer rep. He firstly apologised for ringing at the weekend and then informed me that there was a fault in the local area which had been resolved. Now that's what I call customer service! I realise that there are other threads on here complaining about ntl, but on this occasion I say well done. Credit where it's due!

Looking forward to my 3mb fat pipe upgrade soon.

[Mal]

You weirdo! Praising ntl!!!

Credit where credit is due. Not everyone has a bad experience with ntl, like not everyone has a good experience.

Just that if you praise them, you get pounced upon.

[hoggyspuds]

Originally Posted by Mal

You weirdo! Praising ntl!!!

Credit where credit is due. Not everyone has a bad experience with ntl, like not everyone has a good experience.

Just that if you praise them, you get pounced upon.

off here to touch wood! LOL!

Originally Posted by hoggyspuds

I became aware around dinner time yesterday, friday, that my phone wasn't ringing for calls. I rang 151 and after a few mins was put through to a very pleasant person. He tested the line, said that it was fine their end, and that he would have to arrange an engineer visit. The engineer was due to visit today, between one and five, but the phone actually rang today at 11am. It was the same customer rep. He firstly apologised for ringing at the weekend and then informed me that there was a fault in the local area which had been resolved. Now that's what I call customer service! I realise that there are other threads on here complaining about ntl, but on this occasion I say well done. Credit where it's due!

Looking forward to my 3mb fat pipe upgrade soon.

Same here I cancelled SKY last monday due to me being tossed around by them, I phoned up NTL on Monday afternoon and asked a very good customer service agent in Nottingham if I could have the TV package?? No problem he said jusy give me your ref no and I'll sort it for you, he came back on the line and said is Tuesday morning ok for a install I said can't you do it any earlier , a

Anyway had it all installed everything was ok until Friday morning when one of the boxes decided not to work, I phoned NTL again and got through to a cracking customer service rep who said give me 5 minutes and I'll ring you back, 5 minutes later he was on the phone, I've got an engineer coming to you this afternoon sir is that ok?? No problem I said thank you for being a good help to me.

I'll take back everything I've said about NTL these last few months.

[nfs6600]

That does seem to be the problem with most people on this board. All to quick to knock ntl. But when something goes right, how often do we here of it?
The amount of complaints you hear about ntl is blown way out! Everyone I know has never had any reason to complain about ntl. And if something goes wrong, it's either fixed by the office or an engineer out the very same day.

[zovat]

Originally Posted by paul_v42

That does seem to be the problem with most people on this board. All to quick to knock ntl. But when something goes right, how often do we here of it?
The amount of complaints you hear about ntl is blown way out! Everyone I know has never had any reason to complain about ntl. And if something goes wrong, it's either fixed by the office or an engineer out the very same day.

I think that this goes back to an old truth, one poor example of customer service will require 10 examples of good service to correct it.

People expect a certain level of customer service, and NTL do match that a good percentage of the time, however people don't consider that worthy of note.

Do you comment on the fact that your local Supermarket had milk in when you wanted it?
But I bet you'd complain if they did not...

Most of my recent experience with NTL has been positive, but as always, it is the bad moments that stick in the mind.

Also the fact is, people come to a site like this to get help when NTL either cannot or have not helped. Therefore the majority of people on this forum are only here because of a bad experience with NTL CS, and that is likely to colour their opinion and thinking on this subject.

As always, just my opinions

[h3adru5h]

Here's a little fact for everyone...

Less than 2% of ntl's customer base complain about the service received. A complaint is defined as a customer displaying levels of dissatisfaction with the service received.

Also another - ntl: is currently way down the league of complaints received compared to every other company in the UK.

The above information can be corroborated by the OFCOM website. I agree that websites such as this attract criticism towards ntl as these people are more likely to take time to write their comments online. Praise is much harder to come by. I know for a fact that even if you jump through hoops of fire for someone, you will very rarely receive a thanks afterwards, or even acknowledgement that everything is now ok.

[ian@huth]

Customer satisfaction is a very hard thing to measure.

For instance satisfaction with customer and technical services contact is usually measured by whether a customer with a problem calls back about the same problem. If they don't call back it is presumed that the initial call solved the customers problem and the customer is satisfied. This, however, relies on the agent who took the initial call making notes about the problem on the system. The customer may have found a solution to their problem from other sources (on CableForum for instance) though, particularly if the initial contact has left much to be desired.

My own experience of NTL customer service has been very good with any call which required an engineer visit resulting in a visit the same day, usually within four to six hours, sometimes quicker. Excellent service from NTL at Nottingham. The only problem though was that those engineer visits did not solve the issues with my DTV service. The answer in the end was quite simple, move to Sky+ which has been perfect and streets ahead of NTL DTV.

[budwieser]

Originally Posted by ian@huth

Customer satisfaction is a very hard thing to measure.

For instance satisfaction with customer and technical services contact is usually measured by whether a customer with a problem calls back about the same problem. If they don't call back it is presumed that the initial call solved the customers problem and the customer is satisfied. This, however, relies on the agent who took the initial call making notes about the problem on the system. The customer may have found a solution to their problem from other sources (on CableForum for instance) though, particularly if the initial contact has left much to be desired.

My own experience of NTL customer service has been very good with any call which required an engineer visit resulting in a visit the same day, usually within four to six hours, sometimes quicker. Excellent service from NTL at Nottingham. The only problem though was that those engineer visits did not solve the issues with my DTV service. The answer in the end was quite simple, move to Sky+ which has been perfect and streets ahead of NTL DTV.

I`VE BEEN WITH NTL FOR ABOUT 7 OR 8 YEARS NOW AND I HAVE NOTHING BUT PRAISE FOR THEM.
To be honest, i had a little bit of a problem with the billing dept at the start but nothing since then.
Apart from holding on the `phone for cs!

I've generally been "satisfied" with NTL, but they don't exactly go out of their way to be helpful, eg finding out that most of their "helplines" or fault reporting services are now only available during office hours is *not* designed to impress.

[Neil]

Yeah....don't knock ntl, they're really good......

http://www.thesun.co.uk/article/0,,2-2005103720,00.html

You read the sun

( and you believe them )

[Neil]

Originally Posted by Paul M

You read the sun

( and you believe them )

No, I read the article on their website, & I don't need to believe them, that survey merely confirms what I already knew.

[orangebird]

Originally Posted by Neil

No, I read the article on their website, & I don't need to believe them, that survey merely confirms what I already knew.

Do you know how the survey was conducted, who sponsored it, or indeed how many people took part?

[Neil]

Originally Posted by orangebird

Do you know how the survey was conducted, who sponsored it, or indeed how many people took part?

I only know what you do-the results of the poll.