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

[ian@huth]

Originally Posted by orangebird

I don't care for assumptions....

NTL make many assumptions in figures that they use. On the subject of first time fixes for calls to TS they assume that a problem is fixed if the customer does not call back about it within a certain period of time. They also assume that the majority of customers are happy with their service simply because they do not get any complaints from them.

You are right OB, it is wrong to assume.

[orangebird]

Originally Posted by Mick

Your assumption is that the large majority of customers who are not members of this site are obviously happy with their service. I do not care for assumptions either.

Edited

But the FACTS are that only a very small percentage of ntl customers complain on here, like it or not. There may be many more that are pi$$ed off and don't know about this site, agreed. But until they do find this place, you have no means of supporting your statement.

Originally Posted by orangebird

But the FACTS are that only a very small percentage of ntl customers complain on here, like it or not. There may be many more that are pi$$ed off and don't know about this site, agreed. But until they do find this place, you have no means of supporting your statement.

I did not make a statement. You made an assumption but then said you do not care for assumptions.

[ian@huth]

OB, I know, but what is the post referred to in your sig?

[orangebird]

Originally Posted by Mick

I did not make a statement. You made an assumption but then said you do not care for assumptions.

Sorry Mick, I was trying to get my point across three posts at once, yours, Neils and Ians.

I still stick by my previous post.

[orangebird]

Originally Posted by ianathuth

OB, I know, but what is the post referred to in your sig?

It's a post that was linked to the thankyou thread, so I don't suppose its valid any longer.

[Jason1]

[QUOTE] The majority?? Where do you get that from?
The fact it takes c/s 30 mins to answer its a good guess

[orangebird]

[QUOTE=jason.ntlwogill]

The majority?? Where do you get that from?
The fact it takes c/s 30 mins to answer its a good guess

In your region perhaps. You can't assume it's the same for every other person in every other region.

[DrAwesome]

Originally Posted by orangebird

It's a post that was linked to the thankyou thread, so I don't suppose its valid any longer.

unfortunatly it isnt valid

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[Neil]

Originally Posted by orangebird

But the FACTS are that only a very small percentage of ntl customers complain on here, like it or not. There may be many more that are pi$$ed off and don't know about this site, agreed. But until they do find this place, you have no means of supporting your statement.

There's a difference between that statement that you made & the real fact of the matter.

Only a small percentage if ntl customers that know about this site complain on here.

That is very different from your implication that only a small percentage of ntl customers complain (it's the kind of thing ntl's PR dept would say )

No we don't know how many would post here if they knew about the site, but given ntl's reputation as offering very poor customer service, I still bet my bottom $ that they would post here if they knew about us.

I stand by my original point.

[asdf]

You're also assuming that all members of the forum have actually recieved bad service and not just saw it on The Reg and joined like I did :p

[Hell's Child]

Originally Posted by ianathuth

They also assume that the majority of customers are happy with their service simply because they do not get any complaints from them.

Put it simply, if a customer isn't happy, they walk. If they don't like what they are getting, don't like the service, don't like ntl, they don't hang around.

I work in sales and add at least 60 people a month sign up through myself (I work in outbound, yes them annoying people who call and say "we can do cheap phone calls"!!!). I always give both my landline and mobile (which I have on at all times) out, and say if there are any probs, ring me. I also go back a 3/4 months later and call people I have signed up to make sure they are still happy.

Like I have already said, I think there is nothing worse than looking like a dick, and I hate to promise people things that they don't later get coz it makes me look stupid.

On average, of the 60+ people I phone each month I only get one every couple of months with/who have had a problem.

All of my team do the same, and have similar success. That's 14 people in total with an average of 840 people in a month with around 5 people in each month that have had a problem of some kind (wheter it be something trivial or something major). That's not a bad average of people who are happy, I know it's only a snapshot but approx 3% who are unhappy... and it's made out like it's a massive majority!
There are some figures for you, they are not assuptions, but true fact. As for Call queues with CS, in the NW we average a max of 5 mins to answer a call (statistics from a csr friend), so this 30 mins is a tad of an exaduration if you are talkin NATIONALLY, which you must of course, because you are talking about ntl as a WHOLE.

[Hell's Child]

Originally Posted by jason.ntlwogill

Hell's Child if ntl provide a level of customer service that was even remotely acceptable this site would be needed at all but thats not here or there the service received by the majority of customers is not acceptable leading to many critisms like mine

Your suggesting that if we

Originally Posted by jason.ntlwogill

provide a level of customer service that was even remotely acceptable

then this site wouldn't exist. That's rubbish, there is ALWAYS somebody who want's to complain. Nobody is perfect and that means site's like this, I engrose sites like this, If i didn't want to help or have my 2 pence worth I wouldn't be here, is that not proof enough that there are people who work for ntl that aren't full of $h1tt??

The problem is, people are to quick to tarnish ALL ntl employees thinking we are all the same, talking nothing but BS. If I came in and said "all people who complain are t0$$Ers" you would tak offence, stating that you are critisising but offering ideas to help.

[orangebird]

Originally Posted by Hell's Child

Your suggesting that if we

then this site wouldn't exist. That's rubbish, there is ALWAYS somebody who want's to complain. Nobody is perfect and that means site's like this, I engrose sites like this, If i didn't want to help or have my 2 pence worth I wouldn't be here, is that not proof enough that there are people who work for ntl that aren't full of $h1tt??

The problem is, people are to quick to tarnish ALL ntl employees thinking we are all the same, talking nothing but BS. If I came in and said "all people who complain are t0$$Ers" you would tak offence, stating that you are critisising but offering ideas to help.

[Death Jester]

That's 14 people in total with an average of 840 people in a month

So your the bugger thats oversubscribing the servers!