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Originally Posted by Kits
My last two calls I ended up in India.. I am not happy about this as the help was incorrect and nothing was set up to resolve the wrongly diagnosed problem. I did send emails to relevent people about this problem and had a few calls back from within NTL. I did post on here about it at the time and added the link to an anti offshore website with lists of who use overseas callcentres.
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Try working for ntl and having to call the IT department. We have one in the same building as us (IBM) but sometimes we get routed to India, it's utterly inpossible to log an account problem. Also, IT will only talk to an SME (Subject Matter Expert) now so all apart from 4 people in the department, IT do not take calls anymore. I called them recently to log a fault, amazingly they talked to me. But you have to explain everything about 5 times, and when it comes to getting the ref: number its a never ending barrage of "say that again please" plus the line always drops out so you never hear anything most of the time. Whoever thought of putting calls through to India seriously wants to have a long hard look at what they have done. Or better still, have them call them everyday.
Don't get me wrong, I'm not being racist, but we have been told to enhance the customers experience with ntl, this does not help such experience. By the time customers get through on the phone they're already rattled up. Then to have to repeat matters nion 50 times.
Rant over until next time
Paul
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