NTL think that they own this site ????????? - Page 2

Russ · 06-03-2004, 14:18

But this person was from Customer Liaison. It was her duty to deal with a customer's complaint. You would expect a person in that kind of position to have a little more knowledge of the company than perhaps frontline staff (who, it might be argued, may make such a mistake and be forgiven). Not only would you expect her to get it right but also her department colleague with whom she conferred.

ian@huth · 06-03-2004, 14:21

Quote:

Originally Posted by threadbare

most of your commets seem a little unfair. you cannot expect all ntl associates to know the comming and goings of websites on the internet.

edit: it is a simple mistake to make. as easy as thinking ntl think they own the site just because an employee thought so

I don't expect all NTL associates to know everything, but I do expect that an answer to a question asked on their complaints form some time ago be researched and not guessed. Even having put me on hold twice to seek advice from other associates I still got the same response so I think my comments and the responses of others are very fair.

Frank · 06-03-2004, 14:29

Quote:

Originally Posted by threadbare

most of your commets seem a little unfair. you cannot expect all ntl associates to know the comming and goings of websites on the internet.

edit: it is a simple mistake to make. as easy as thinking ntl think they own the site just because an employee thought so

It's not quite that simple. The CSR checked with someone (a supervisor I imagine) and they still got it wrong. Whoever they asked clearly did not categorically know who nthellworld.co.uk belonged to, so why say it belonged to ntl?!?

If the supervisor didn't know then they should have said they didn't know or asked further up the food chain. It's the same old bull**** to customers.

Bex · 06-03-2004, 14:51

Quote:

Originally Posted by etccarmageddon

Ian - this site has been sold to NTL. I thought you knew?

This is their new customer service protal!

now that scared me, but i think we would have been told before now if the site was owned by ntl

ntl will no doubt take credit for everything, i just wonder if they have looked at the site recently

paulyoung666 · 06-03-2004, 15:01

Quote:

Originally Posted by threadbare

most of your commets seem a little unfair. you cannot expect all ntl associates to know the comming and goings of websites on the internet.

edit: it is a simple mistake to make. as easy as thinking ntl think they own the site just because an employee thought so

but ,,,,, if that employee doesnt know for sure then they shouldnt comment on it , should they

Stuartbe · 06-03-2004, 15:02

Quote:

Originally Posted by paulyoung666

but ,,,,, if that employee doesnt know for sure then they shouldnt comment on it , should they

Exactly --- Whats wrong with saying " I dont know " ?

Bex · 06-03-2004, 15:06

Quote:

Originally Posted by stuartbe

Exactly --- Whats wrong with saying " I dont know " ?

but isn't that the point, see did and asked two collegues....who said the site was ntl owned

Escapee · 06-03-2004, 15:10

Quote:

Originally Posted by ianathuth

I don't expect all NTL associates to know everything, but I do expect that an answer to a question asked on their complaints form some time ago be researched and not guessed. Even having put me on hold twice to seek advice from other associates I still got the same response so I think my comments and the responses of others are very fair.

It's just the same old ntl problem....... "Lack of Communication"

Stuartbe · 06-03-2004, 15:16

Quote:

Originally Posted by Escapee

It's just the same old ntl problem....... "Lack of Communication"

Or lack of giving a t**s about the customer

handyman · 06-03-2004, 15:18

Quote:

Originally Posted by Escapee

It's just the same old ntl problem....... "Lack of Communication"

I think your all being a bit OTT, lets face it only the people here on the site would know the difference. Ntl DO own a web site with a very similar name. Theres also the wealth of different ntl hell type sites are ntl cs supposed to be educated on them all even when they have nothing whatsoever to do with their job description. Simple mistake and to be honest silly to ask in the first place since the answer is known.

Escapee · 06-03-2004, 15:22

Quote:

Originally Posted by handyman

I think your all being a bit OTT, lets face it only the people here on the site would know the difference. Ntl DO own a web site with a very similar name. Theres also the wealth of different ntl hell type sites are ntl cs supposed to be educated on them all even when they have nothing whatsoever to do with their job description. Simple mistake and to be honest silly to ask in the first place since the answer is known.

I agree with much of what you say, and I wasnt being nasty with my comment. I would of thought that ntl would inform their employees that the .COM site is no longer running. ie: ntl no longer have anywhere for customers to have a discussions forum and complain or make suggestions.

It was not a dig at any ntl employee, it was a dig at the system.

Stuartbe · 06-03-2004, 15:28

It would have been a simple mistake if person had not checked twice with her manager and still got it wrong !

**Mick** · 06-03-2004, 15:34

Quote:

Originally Posted by Escapee

I would of thought that ntl would inform their employees that the .COM site is no longer running. .

To be honest Escapee, In ntl's failure to promote their own site. I do not even think ntl told all their employees nthellworld.com existed and was owned by ntl. Most CSR's I have spoke to in the past, had no knowledge of it and in actual fact they presumed I was talking about ntlworld.com.

Russ · 06-03-2004, 15:35

Quote:

Originally Posted by handyman

I think your all being a bit OTT, lets face it only the people here on the site would know the difference. Ntl DO own a web site with a very similar name. Theres also the wealth of different ntl hell type sites are ntl cs supposed to be educated on them all even when they have nothing whatsoever to do with their job description. Simple mistake and to be honest silly to ask in the first place since the answer is known.

Yes but it should have been a researched answer, as ianathuth made the enquiry some time ago.

06-03-2004, 15:56

Quote:

Originally Posted by ianathuth

Didn't take them too long to realise their mistake, just received this email.

Just a query...... is that all of the contents of the email that was sent to you in relation to the phone call?
Just wondering since she doesn't actually say in it that nthellworld.co.uk isn't owned by ntl.... just that nthellworld.com won't be relaunched.....

Ok.... so i'm being pedantic

and she was just avoiding having to say that she's got the whole ownership issue of .co.uk completely wrong and admit to ignorance on the matter