NTL Not interested in long standing customers

[Florence]

But and its a big but some complain for nothing and why should one long term customer have a reduction when the others don't. We all have the same set speeds and for the set speeds we have set prices we all pay.....

You can't reduce one customer coz they threaten to leave if you don't... If one has a reduced price then all do....

[Neil]

Originally Posted by Mark B

At least ntl and Orange often offer you these deals if you are thinking of leaving...Sky just tell you 'no way'.

Errr-Are you sure abou that Mark.....?

Originally Posted by Toshni

I said to her do yo really want to loose me as a customer (my monthly broadband and phone bill is about £80) and she replied with "thats upto you

[scrotnig]

Originally Posted by Neil

I'm not necessarily interested in rewarding existing customers TBH-If you are getting a good service/product in return for your ÃƒÆ’Ã¢â‚¬Å¡Ãƒâ€šÃ‚Â£ÃƒÆ ’‚£, then you don't really have much to complain about.

If on the other hand, you feel that you are paying too much when you could easily get a better deal for less ÃƒÆ’Ã¢â‚¬Å¡Ãƒâ€šÃ‚Â£ÃƒÆ ’‚£ elsewhere, then I think any company would be bonkers to let you walk away (but this is ntl we're talking about )

That's the whole point...if you TELL ntl you are thinking of leaving for a better deal elsewhere, they will in most cases do their best to offer you something. It depends on the individual circumstances though, many customers are already on good deals and just want a second deal on top...this can't be done, and rightly so.

The whole retentions strategy has been regionalised in recent years so different things happened in different areas. One of the consequences of my job getting flushed down the toilet is that there will be a central, consistent strategy across the two sites that will manage retentions from the new year onwards.

[scrotnig]

Originally Posted by Neil

Errr-Are you sure abou that Mark.....?

If that was customer services, they have no power to offer deals and should have transferred to retentions as the customer was thinking of leaving.

If that was actually a retentions advisor, they want reporting frankly.

[newlyn70]

I wish you lot would cut ntl some slack after all they are a "for profit" company, I know they are no angels but why shold they give you some money off or 1/2 price etc if you do not like it go else where, that was one reason I came to ntl they were (and still are) the cheapest. I have had no faults/problems from them for over 4 years.
And yes I do work for them but if they did not come up to scratch I would go else where.

[Neil]

Originally Posted by Mark B

If that was customer services, they have no power to offer deals and should have transferred to retentions as the customer was thinking of leaving.

But they didn't......

Originally Posted by Mark B

If that was actually a retentions advisor, they want reporting frankly.

Either way, it's a darn poor show from ntl wouldn't you agree?

That person was willing to let 12 x £80.00 per month (£960.0 0 per year) just walk away.

Now either that person is a muppet, or ntl have offered her little or no training in dealing with this incident.

Again-an ntl customer gets treated abysmally by a faceless muppet.

<mumbles>No accountability</mumbles>

[Neil]

Originally Posted by newlyn70

I wish you lot would cut ntl some slack after all they are a "for profit" company, I know they are no angels but why shold they give you some money off or 1/2 price etc if you do not like it go else where, that was one reason I came to ntl they were (and still are) the cheapest. I have had no faults/problems from them for over 4 years.
And yes I do work for them but if they did not come up to scratch I would go else where.

And lose that nice staff discount?

I doubt that somehow.....

[scrotnig]

Originally Posted by newlyn70

I wish you lot would cut ntl some slack after all they are a "for profit" company, I know they are no angels but why shold they give you some money off or 1/2 price etc if you do not like it go else where, that was one reason I came to ntl they were (and still are) the cheapest. I have had no faults/problems from them for over 4 years.
And yes I do work for them but if they did not come up to scratch I would go else where.

If you work them though you will know that in actual fact the company would NEVER say 'go elsewhere', if they said then that's exactly what people would do.

The London & North unit has a set of 'values' by which all staff should adhere. They sound cheesey but if we actually use them and work by them, then the desired standard of service can be achieved.

My new department puts a LOT of emphasis on these values....to the point where annual pay rises and bonuses can be lost if you can't prove you work by them.

[Neil]

Originally Posted by newlyn70

I wish you lot would cut ntl some slack after all they are a "for profit" company, I know they are no angels but why shold they give you some money off or 1/2 price etc if you do not like it go else where, that was one reason I came to ntl they were (and still are) the cheapest. I have had no faults/problems from them for over 4 years.
And yes I do work for them but if they did not come up to scratch I would go else where.

Because in this day & age, the customer is king, end of subject.

If all your customers went elsewhere because ntl would not flex to the customer's requirements, ntl would cease to exist-fact.

[scrotnig]

Originally Posted by Neil

And lose that nice staff discount?

I doubt that somehow.....

I was an ntl customer long before I worked for them....and I would definitely continue to be one if I left.

OK I concede I might have only one set top box rather than three, but I would still maintain all my current services.

[newlyn70]

Originally Posted by Neil

And lose that nice staff discount?

I doubt that somehow.....

That does not come into things Neil.
I can still think for myself

[Neil]

Originally Posted by newlyn70

That does not come into things Neil.
I can still think for myself

I'm not suggesting you can't.

What I'm saying is that you get your services at a discounted rate (I know how much-I use to get it myself )

It's also much easier for you to get things sorted (was same for me), so you comparing your services to someone who pays full price, & has to go through the normal channels to gets issues resolved isn't quite a fair comparison IMO.

[newlyn70]

OK then Neil, I take your point, but please I also have other companys I deal with e.g gas and electric, if they where not up to scratch or to expensive I would go else where or pay them, I would not say to them "I have been a customer of yours for 2 years I think I deserve some money off" its only the lazy people that stay and moan about the cost.

[gooner4life]

Originally Posted by Neil

1st of all-your phone number won't necessarily change at all.

2nd-there are plenty of DSL providers that offer a godd service that would be more than happy to take your money.

More info here: http://www.cableforum.co.uk/board/forumdisplay.php?f=63

Why pay money to a company that treats you like that?

Lol treats you like what? they say you cant have a service for half price just because you feel like it? they are priced for a reason Neil you're anti ntl tripe is really starting to grate now you are unbelievably childish.

[scrotnig]

For my part, on the odd occasions I have to have anything done on my account, I phone up through the normal channels from home, this is interesting to see how it gets dealt with.

I realise my account is flagged as staff, but you'd be surprised how many people miss that.

When I moved house recently, I didn't tell the installer who came that I was staff, because I wanted to see how it went, and it was all done very well.

Not everyone who uses ntl has a bad experience. I do get to see both sides in my job.