A rod for my own back? - Page 2

Jason1 · 06-05-2004, 10:36

Quote:

Originally Posted by Pem

You must get a better service down south is all I can say.

no chance in my experince south service is just a bad a north thats why i canx (see previous posts)

Neil · 06-05-2004, 10:47

Quote:

Originally Posted by jason.ntlwogill

no chance in my experince south service is just a bad a north thats why i canx (see previous posts)

Pardon?

Sorry, but I don't understand what you mean.

Jason1 · 06-05-2004, 11:25

pen & gazzab commented that they thought c/s may be better down south. Its not it is a big pile of **** & ball and no way to provide c/s service to clients

GazzaB · 06-05-2004, 11:37

Jason is entitled to his opinion, I think 61,000 more customer this quarter would tell a different story. I hope Jason's poor experience (whateverthis was) was an isolated one.

Macready · 06-05-2004, 11:52

I jumped ship a while back, ADSL is a much better connection than the NTL one provided for me in my case and taking into account where I live

.

**Paul** · 06-05-2004, 12:09

Quote:

Originally Posted by jason.ntlwogill

pen & gazzab commented that they thought c/s may be better down south. Its not it is a big pile of **** & ball and no way to provide c/s service to clients

That's pem please

I was referring to BT's c/s being poor up here - dunno what you are referring to.

Munkeh · 06-05-2004, 13:31

Quote:

Originally Posted by Neil

Let me clarify something here....

There is a big difference between the product from ntl, & the service from ntl.

In my case the product was always good, but the 'service' was consistently dire.

Please don't confuse the two.

I've always found that both the 'product' and 'service' have been fine.

On the rare occasions I have had to call ntl about something they've always been very polite and helplful.

People do seem to have hugely varying experiences with them though.

quadplay · 06-05-2004, 14:37

Quote:

Originally Posted by Munkeh

People do seem to have hugely varying experiences with them though.

Agreed. Sadly, it seems to depend to a large extent on who you get through to. Hopefully, with the consolidation of the call centres, new procedures will be implemented with greater ease and everyone will be singing from the same hymn sheet. In fact, there was a day-long training session on exactly that this week for managers nationwide.

*keeps fingers crossed*

Neil · 06-05-2004, 14:41

Quote:

Originally Posted by jimbo

Agreed. Sadly, it seems to depend to a large extent on who you get through to. Hopefully, with the consolidation of the call centres, new procedures will be implemented with greater ease and everyone will be singing from the same hymn sheet. In fact, there was a day-long training session on exactly that this week for managers nationwide.

*keeps fingers crossed*

So what have all the training sessions in the past been about then?

The problem is that ntl supply little/worthless training & support in their front line/customer facing staff.

They are invariably not able to deal with the issue, & have to pass it to someone else.

We've heard it all before-all ntl need to do is allow (make that ensure) staff take ownership of probems, & make sure they deal with them to the customer's satisfaction & not ntl's satisfaction.

quadplay · 06-05-2004, 16:14

Must you be quite so negative all the time, Neil? As I've said, hopefully the consolidation of the call centres will mean that it is easier, cheaper and quicker to train staff. Why not wait and see? And don't come back saying you've waited and seen before - it might just be different this time. You never know.

For what it's worth, I am "front line" staff, and I deal with every single issue I possibly can and take ownership of the problem in every instance.

Neil · 06-05-2004, 16:24

Quote:

Originally Posted by jimbo

Must you be quite so negative all the time, Neil?

I think you're confusing the term negative with realistic.

Quote:

Originally Posted by jimbo

As I've said, hopefully the consolidation of the call centres will mean that it is easier, cheaper and quicker to train staff. Why not wait and see?

ntl good customer service-Coming soon!

Quote:

Originally Posted by jimbo

And don't come back saying you've waited and seen before -

Why on earth not?-that is the truth, & also a fact (like it or not) We've waited & seen before....

Quote:

Originally Posted by jimbo

it might just be different this time.

Like it was going to be all the other times you mean?

Quote:

Originally Posted by jimbo

You never know.

I do where ntl are concerned m8.

Quote:

Originally Posted by jimbo

For what it's worth, I am "front line" staff, and I deal with every single issue I possibly can and take ownership of the problem in every instance.

Good for you-what a shame for ntl customers that you don't deal with all their problems, then sites like this wouldn't need to exist.

myutopia · 06-05-2004, 18:02

Quote:

Originally Posted by GazzaB

Who's to say your experience with another provider is going to be any better than if you stayed with NTL???

True, but as I'm going to be moving, I may as well look at all the possibilities.
Although if things are getting better I can't see how making people like yourself redundant will help NTL improve customer care. Unless they're looking to save a few quid by out sourcing call centres to other countries.

Good luck anyway

myutopia · 06-05-2004, 18:21

To be honest I haven't had any reson to call NTL since I went on the service. However it is a fairly basic package, phone + dialup internet. Not much to go wrong really. So why am I thinking of leaving if I haven't had a problem.
Well one reason is I want to consider things like broadband but their policy of capping put's me off, it seems a little silly to offer an always on high bandwidth service but reduce the amount of downloading you can do, I mean the whole reason for broadband is because you want to download large files quickly.
Another would be that I simply don't trust them, an example is ntlworld.com which when they bought it they claimed they wanted the right to rename it to ntlhelp.com go to www.nthellworld.com and have a look.
I guess I can't trust a company that closes down a site that provides good source of help to ntl customers, caps bandwidth and makes employees redundant.
As someone pointed out earlier other companies trust you and give you more of a choice, perhaps I'm waiting for NTL to start showing they value their customers and give it that 110%.

**Paul** · 06-05-2004, 19:40

If you are on dial-up why is your use suddenly going to rise so much that you need to worry about a 1GB a day cap ? are you sure you really realise just how much this is - or are you maybe just jumping on a bandwagon .....

wheeliebin · 06-05-2004, 20:59

Quote:

Originally Posted by Pem

You must get a better service down south is all I can say.

I wonder how the people in Manchester felt, seeing the BT advert time and again during the week that they had no phone lines cos BT didnt have a back up plan during a terrible fire.

A snippett from the advert

"When i pick up the phone there is always a dialing tone there, i didnt have that confidence with my other provider"

Always two sides to a story.