[Merged] Tech Support to be charged at 0871 rate from 8 May

[Shaun]

Originally Posted by acoolwelshbloke

I suppose you think they deserve to pay for the privalige!

You really are a touch aren't you

Originally Posted by Shaun

I may not agree with 0870/0845/0879/090 numbers for support but at least I'm consistent about it.

At least try to read what I write.

Anyway as Mick pointed out earlier, this is starting to sound like a Sky V's NTL thread, and although our opinions differ I am man enough to point out when we are going off topic!

I have said what I think and I will let everyone come to their own opinions on this!

I have spoken with my mouth, my wallet and my feet!

I don't need to say anymore!

[Shaun]

Originally Posted by acoolwelshbloke

Let's not forget, the equiptment ain't sky's it's the customers and if they don't like the FREE equiptment they are given then why not put your hand in your wallets and pay for better like I did!

More irrelevant waffle. At the end of the day your point of view is that Ntl can't (or shouldn't) charge because you have to call them often. Hower Sky can because (in your experience, not that of all Sky customers) you don't need to ring them often. Again you're alright so sod everyone else.

I'd hate to get into a round with you at the pub.

Please reffer to the above thread as I ain't going to bite!

[Russ]

Originally Posted by acoolwelshbloke

You know as well as others at what i'm saying holds some truth to it, that's why you bite back so hard!

Do yourself a favour and please stop pressuming to know what I know. You can dress your opinion up as fact all you want but you have no evidence whatsoever to back it up.

Twice in the last few days you've conceded defeat when you've put your opinion forward as fact. Shall we try for the hatrick?

This is a site which most people stumble upon when they've had problems with ntl. DS is a media site which is far more generic - it has 25 seperate forum areas, only 2 relate to ntl.

Please reffer to thread number 152!

Thank you

[Russ]

No problem - cop outs are always fun to watch.

You as a cable forum team member should know better Russ D, this is leading to a sky v's NTL thread and that is not what I want. And as Mick pointed out earlier enough is enough. I know when to stop and so should you!

If I continue to respond then no doubt I will end up with a Ban or something as sure enough Mick ain't going to have a go at you now is he?

As I have said reffer to post 152 for my response to any future posts you or anyone else makes against me!

Let's just leave it there.

[Russ]

It's nothing to do with ntl vs Sky, it's about you making claims which you cannot back up. No need for me to stop as I've not entered any arguments about the good and bad of either company.

All forum users are subject to the site's T&Cs.

If you are going to continue discussing this subject then I suggest you don't dress up your opinions as fact because you have a shining record of being shot down.

By all means have an opinion but bear in mind that's all it is until you have concrete proof.

[Pia]

I think the biggest problem is that NTL gave us free CS before, and now they are charging. But the likes of Sky have charged for the calls for a long time now so it's not a problem, just the way it is

People don't mind paying for stuff, but when they had it free and now they don't, it's always a bummer.

People will get used to it, and will forget all about the free number soon enough.

[Pinkypants]

Originally Posted by acoolwelshbloke

I know that NTL do not make any record of any calls, or at least very rare they do!

And if you want proof just try viewing my notes!

It is compulsory for every agent on every call to log on a comment / Fault report on the account. Faults agents on average get Quality evaluated three times a month. If they do not leave log notes on the account and make the mistake 2 times within six months = informal warning, disciplinary etc. Agents who do not leave notes find they do not have a job pretty quickly.

In terms of recording of calls, calls are only recorded for Quality and training purposes only, as stated to you when you call NTL.

Originally Posted by acoolwelshbloke

Just to add, take a look around these forums for proof of the amount of people who have spent hours on the phone trying to resolve the simplest of faults/errors!

From the posts I've read in the DTV / Telco faults section here, most the queries should be solved first time within NTL, as long as the customer has clearly explained the problem and gone through to the correct Department (like some who report a fault to customer services and wonder why it's never resolved etc). Some faults do take a long time to fix and are more complicated than others, mistakes are made, sometimes those faults are not resolved first time round. I don't deny that happens. But you will find that in every company, not just NTL.

To get back on topic, I don't really have an opinion on whether the line should be chargable or not. Technical support has been chargable for a while now so it was inevitable that at some point Customer Services would be chargable too. However, NTL has invested a lot of money in the long term future of the company and its employees. It has taken more staff on, it provides better training and incentivex for its staff and there is a real drive to make quality improvements for the customer. To the cynic, you may argue NTL should be providing that already, maybe so but at least the company is doing everythng it can to improve the situation. You won't see the immediate effects of this, but in the long term it will mean shorter call queues and a better overall service.

Anyway thats just my opinion

[Chrysalis]

Pinkypants I guess either a lot of reps I talk to are getting reprimanded or ones I call after arent reading their notes because when I ring TS I get the impression my calls are not been logged. I always get told I havent rang up when I have.

[whippetwoman]

Joined this forum when incensed about the 0845 fiasco and am now wondering what difference it makes to the all powerful at NTL et al. Do they monitor this site for the few customers who actually voice their dissent? Or are we just whistling in the breeze.
Just filled in their questionairre re customer service, and included as much as possible in the comment boxes. To be fair I haven't had a tremendous amount of problems with their equipment, and their hard pressed service engineer did what he could with his limited resources. Its the billing mistakes I find hardest to bear.
On the forms I think they could do with questions you answer such as:

What do you really hate about ntl?
How can we improve our service to you?
How long do you think you should wait for an answer when contacting us?
How long do you actually wait before you throw the phone at the settee in disgust?

But their staff would be engaged in reading the millions of replies instead of answering the phones!


I really hate the web site as that takes you round in circles until you just give up - I may have missed some hidden link, but I cant find a way to contact them on line - and I definately am not ringing to voice my opinions, waiting half an hour and now to pay for the priviledge is a bridge too far.

[Paul K]

Could always use the Responstek form to complain or cite any issues. NTL do respond to it.

Originally Posted by Paul

Could always use the Responstek form to complain or cite any issues. NTL do respond to it.

Yeah but where is the section to make a stink about charging for Tech and CS calls?