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Originally Posted by Dave E
When feedback is invited surely you should expect a reply if you request one.
I have recently posted feedback on the NTL site concerning the slow arrival of a PVR and VOD, stating that cable TV is poor value for money compared to Sky+.
It came as no surprise that I did not receive an answer since CS are either kept deliberately in the dark or know that these promised services are still a long way off.
NTL do not, however, seem to realise that saying nothing is bad marketing and does little to inspire customer confidence.
Has anyone received any positive replies from CS on these subjects?
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It is not the fault of the CS agents or the managers. At the end of the day, it is the senior management hidden in a padded cell somewhere that make the big decisions.
Until they make a decision on when the new system is out, most call centres, and the staff who deal with complaints, will be clueless. Hence why you probably havent received an explanation yet or when you do it doesnt give you a satisfactory reason why.
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