The Best of all Worlds..NTL ..Telewest..Sky..BT

[Quam256]

If you could take the best from all providers ,Products, Pricing,Customer Services,Installation ,Support and Repair .
What would they be and why ?.

---------- Post added at 20:04 ---------- Previous post was at 19:16 ----------

Most of what I see on threads is what has gone wrong .
What I would like to hear about out of interest is were a company or department has done exactly what it says on the label or excelled itself.

[Bengie]

Can't see there being many answers to this one.

[Quam256]

Just maybe if the people that matter could see what customers see as "good" maybe thay could take it onboard."maybe"

[MovedGoalPosts]

The obvious one for Customer Services is a UK based call centre. It seems that it is only the companies offshoring that see overseas centre as as good (bean counters ruling the roost).

Support is an 0800 (freephone) help line. Paying for a phone call sucks especially when you have to painfully go through the level one diagnostic steps (please reboot your STB / modem, disconnect your router etc when your already done all that before you even phoned).

[Horizon]

Sky's choice of services, ie choice of channels, pvr,hd etc coupled with ntl's delivery of services, cable and their fast broadband coupled with BT's quality of installation, customer care. There, not too difficult...

[Bengie]

Originally Posted by Neptune

Sky's choice of services, ie choice of channels, pvr,hd etc coupled with ntl's delivery of services, cable and their fast broadband coupled with BT's quality of installation, customer care. There, not too difficult...

Can't agree with the "Bt quality of customer care" - on the last survey I saw, Bt came bottom of the pile with NTL. It seems that customer services is the let down of most companies, and I would even go as far as to say - There is NO service in this country (UK) especially if you compare it with the US and far east.
If you look at who came out on top, it just means they have a Less Rubbish service than the rest.

[Chris W]

I would like to see a company provide a geographic number for customer care as well as an 0845 or even a freephone number.

I don't have a landline, so have to pay for freephone numbers from my mobiles. Any 01/02 numbers can come out of my inclusive minutes.

[Quam256]

When you look at buying services do you look at how cheap it is .?
Or would you pay a bit extra if you new the support you got was free and customer focused.?

[Bengie]

I don't think price comes into it in any way. They are offering a product with service, sometimes that service works out very expensive, but the quality of the help given is generally no better whatever the cost to the customer.
Read any forum anywhere and you will see complaints about the quality and that goes for 0800 or 0900 number support.

I can understand having to pay for advice about something that has nothing to do with the service provider ie; printer, drivers etc; but there should be no charge for assistance on their own poroduct.

[lauzjp]

all I can say is - Thank God for cableforum!

1. Taking customer service seriously they are having a joke i think. You cannot say that when

you make customers pay to phone customer service.
You make customers pay to report a fault.
You make customers pay to sign up.
You charge customers who want to down grade there service.


2. Taking customer service seriously how can that be when a customer who has to pay to phone faults is then kept on the phone for 10 or 20 minuets and paying for the pleasure. Then when they do get through they are met with a person who you cannot understand.


3. Taking customer service seriously when they have dns servers that fall over when any 13 year old script kiddie can kill them. This then takes down the proxy servers that then have to carry out the DNS lookup's.


4. Taking customer service seriously when the proxy servers fail all the time and you have to do the proxy dance each day to be able to surf the net.

5. Taking customer service seriously when 10 meg customers are lucky to get 2 meg never mind 10 meg.

6. Taking customer service seriously when they intend to traffic shape so they can stuff 1000's of more customers on the network without having to carry out upgrades.

7. Taking customer service seriously when they cannot even provide a PVR something which even freeview can do."telewest has it NTL have stated not till next year"

8. Taking customer service seriously when they cannot provide HDtv till next year

9. Taking customer service seriously when they cannot provide something as simple as caller display.

10 Taking customer service seriously when they cannot provide VOD to half the country.

11 Taking customer service seriously when they cannot even provide a broadband movie system like sky "how hard can that be"


NTL need to go back to basics and see why customers see them as the aldi of providers "stack it high sell it cheap and dont mind if some of it is crap, There's always the buy off at retensions to smooth the problems". They then want to spend some money on there network so that customers get what it says on the tin. Then they will be the Ronseal not the aldi

[Chrysalis]

well not sure the point of the topic but here goes.

ntl's cable network since the infrastructure is superior for people with long copper lines.
bt's investment so the network is actually maintained and expanded with growth.
sky's digital tv service.
sky's call centre.

[Quam256]

Now we have Virgin .
How is there customer service compared to the others .?

[DaggaDagga]

Originally Posted by unlimited

1. Taking customer service seriously
2. Taking customer service seriously
3. Taking customer service seriously
4. Taking customer service seriously
5. Taking customer service seriously
6. Taking customer service seriously
7. Taking customer service seriously
8. Taking customer service seriously
9. Taking customer service seriously
10 Taking customer service seriously
11 Taking customer service seriously

Have you been to the "politician's speech-writing" school?

Originally Posted by DaggaDagga

Have you been to the "politician's speech-writing" school?

The needle stuck