NTL think that they own this site ?????????

[threadbare]

Originally Posted by Russ D

I disagree. If you make a complaint to someone whose job it is to deal with such, you expect them to be more knowledgeable than frontline staff, or CSRs. Employees who deal with complains should have enough resources around them to be able to answer these types of questions about the company. Not only did she fail this but so did the person she conferred with.

I just think ppl expect too much - it was a mistake

[Stuartbe]

Originally Posted by threadbare

I just think ppl expect too much - it was a mistake

If she had just come out with the statement then yes - It would be a simple mistake.. However - she checked with other people twice and still got it wrong !

[poolking]

Originally Posted by threadbare

I just think ppl expect too much - it was a mistake

But a mistake that could lead people to believe that this site is owned by NTL and people will start to worry about speaking freely about the problems they are experiencing and what they think of NTL.

People could start to leave this site in droves on a mistake.

Originally Posted by threadbare

I just think ppl expect too much - it was a mistake

Yep, we all make them but to make one while investigating a complaint, I would of thought that ntl had a standard policy of how complaints should be dealt with, that they get investigated and all possible factual information is ready at hand to pass to the customer, that made the complaint.

[threadbare]

Originally Posted by stuartbe

If she had just come out with the statement then yes - It would be a simple mistake.. However - she checked with other people twice and still got it wrong !

yes, and for reasons pointed out by myself and others, confusion between co.uk and .com - it is not the end of the world. at least she is better informed on this subject than she was

[poolking]

Originally Posted by threadbare

yes, and for reasons pointed out by myself and others, confusion between co.uk and .com - it is not the end of the world. at least she is better informed on this subject than she was

To some it would, but to me I don't really care, just pointing out some chain reaction events that could come from the mistake.

[Russ]

Originally Posted by threadbare

yes, and for reasons pointed out by myself and others, confusion between co.uk and .com - it is not the end of the world. at least she is better informed on this subject than she was

Would it be cynical of me to say it seems to be typical of NTL that she should be told of the difference between the sites by a customer and not by her employers?

[ian@huth]

When I was speaking to Kathryn on the subject of who owns nthellworld.co.uk I went through the history of both sites in a fair amount of detail before she put me on hold and conferred with a colleague. When she came back to me her story had changed from simply NTL owning the site to someone running it on NTLs behalf but that it still was owned by NTL. Unfortunately I don't have a copy of the original complaint as it was made on a NTL website complaints form but anyone reading that complaint should never have been in any doubt that .com and .co.uk were different sites under different ownership.

I like the way that some NTL associates jump in to defend the NTL handling of this complaint , one of them giving me a red rep for starting a thread designed to stir the pot and cause arguments. Are we supposed to accept poor service from NTL and keep quiet about it?

[poolking]

Hmm interesting,

If you can't control a site not owned by yourself, spread enough BS to convince others that you do actually own it and its others that are deluded into thinking that they only run it on your behalf.

Nice bit of pyschology there.

[asdf]

She appologised for her mistake, and wont make that mistake again. She could of not even emailed back. Please give it a rest, poor girl!

I think that we should give top marks to her, she didn't get it right first time, but at least when she'd worked out she'd got it wrong she sent you an email, not many would do that :p

[Stuartbe]

Originally Posted by asdf

She appologised for her mistake, and wont make that mistake again. She could of not even emailed back. Please give it a rest, poor girl!

I think that we should give top marks to her, she didn't get it right first time, but at least when she'd worked out she'd got it wrong she sent you an email, not many would do that :p

Trouble is ----- Where exactly does she admit her mistake in this email ?

" Further to our telephone conversation may I confirm that the website
NTHELLWORLD.COM, will not be re-launched which is due to ntl launching the
online customer service. You may find this service on www.ntlhome.com,
where you are able to express your views regarding ntl Home or any other
comments you may have.

Kind regards.
Kathryn "

Sounds like a scripted response to me

[Stuartbe]

Originally Posted by stuartbe

Trouble is ----- Where exactly does she admit her mistake in this email ?

" Further to our telephone conversation may I confirm that the website
NTHELLWORLD.COM, will not be re-launched which is due to ntl launching the
online customer service. You may find this service on www.ntlhome.com,
where you are able to express your views regarding ntl Home or any other
comments you may have.

Kind regards.
Kathryn "

Sounds like a scripted response to me

P.S. Where on the site above can you express your views - All I can see is marketing hype and adverts - Am I missing something

[zoombini]

Perhaps it needs the owner of this site to write to the boss of NTL & insist that a bulletin is sent to all NTL employyes telling them who owns this site (I.E. not NTL).

[seaneeboy]

I think we're looking at this all wrong - surely if customer services types are sending people our way (intentionally or not!) this is a *GOOD* thing?

[asdf]

I would of thought so, whether they tell them it's official or not. It's advertising for us. 'cause let's face it not many NTL customers know about the site. Staff and customers of other companies, are quite a plenty mind.