Compensation for loss of service?

[Neil]

Originally Posted by Mark B

If anyone's thinking it's going to be months of free service that won't realistically happen, and BT is the same.

Nuh-uh...

Originally Posted by BT

1-3 days delay: equivalent to one month line rental

http://www.bt.com/customerservices/c...=our_guarantee

I'd love to see ntl offer that level of service Mark.

[Edit]-I've just had a read of that guarantee from BT-now I know why ntl can't offer it....

[orangebird]

Originally Posted by seaneeboy

OB, I think you're being a little harsh on the poor fella - Phonelines can be absolutely vital - a lifeline for the housebound, a line to the police for burglar alarms - and in general essential in an emergency.

If the house catches fire, and burns down because you couldn't call the fire brigade - how do you recon an insurance company will see that?

Yes I can see all that - but I don't see why ntl should give compensation for something that might have happened (fire, burglar etc ) but actually didn't.

Phonelines are the most essential service ANY comms company should provide - it's one thing that can't be compromised on. Isn't that why phone faults are given priority?

I agree with you entirely. But I don't feel digging for compensation/freebies is going to play a part in minimising or preventing future faults.....

I don't think the issue of monatory compensation is the real issue here (although you've got to admit the £1 compensation is quite funny),

No, neither do I, IMO a (quote rightfully) disgruntled customer (unreasonably) wants an apology from the area md (why??? are they royalty??), a guarantee that the fault won't happen again (not going to happen, and I'll eat my hat if BT or any other company will guarantee that) and 'compensation'... for what????

and I don't blame the lad for wanting a phone service that doesn't cut out all the time, and to be treated like a customer, not a user - there is a big difference.

Neither do I, but I don't think he said the service cuts out all the time.

So, what is the difference between a user and a customer. To be a customer, don't you have to be a user?

PS - mattf - Vas Agridhiotis is who you need to contact.

[scrotnig]

Originally Posted by Neil

Nuh-uh...



http://www.bt.com/customerservices/c...=our_guarantee

I'd love to see ntl offer that level of service Mark.

[Edit]-I've just had a read of that guarantee from BT-now I know why ntl can't offer it....

1 month line rental. Like I said, MONTHS of free line rental isn't going to happen. 1 single month might, depending on the circumstances.

[Neil]

Originally Posted by orangebird

No, neither do I, IMO a (quote rightfully) disgruntled customer (unreasonably) wants an apology from the area md (why??? are they royalty??), a guarantee that the fault won't happen again (not going to happen, and I'll eat my hat if BT or any other company will guarantee that)

Mmmm-can I feed it to you!?

Originally Posted by BT

BT value your custom. Thatâ₠¬Ã¢â€žÂ¢s why we aim to provide you with a service you can trust and depend on and a commitment to help you in the unlikely event that you have a problem with your service.

Our Customer Service Guarantee means that if you experience difficulties with your service, we will make it our priority to keep you connected by offering to divert your incoming calls to a number of your choice. Alternatively, you may be entitled to claim Fixed Rate Compensation.

Now-that is a guarantee, no question about it, the "guarantee" kicks into gear when the failure occurs, but the guarantee is there for all to see.

http://www.bt.com/customerservices/c...=our_guarantee

Now-would madam like fries or new potatoes with her hat!?

[Neil]

Originally Posted by Mark B

1 month line rental. Like I said, MONTHS of free line rental isn't going to happen. 1 single month might, depending on the circumstances.

Hmmm-you say might above, yet earlier you said...

Originally Posted by Mark B

I personally would be hard pushed to offer £1 I'd do a little more

Does a 'little more' mean a month Mark?

[SMHarman]

The BT compensation scheme is very good and claiming is just asking them on the phone. The money then appears on your bill, or if it's a lot they write you a cheque. I had massive problems with my Home Highway ISDN when it was first installed and BT had a lack of ISDN engineers to deal with it so my phone was out for two blocks of 10 days and another block of 4 days. With a mobile and NTL line I was not in a rush for them to repair it either. As this was the beginings of HH and £50 a month line rental I ended up with free line rental for the first year - bonus.

[mattf]

OB - I would happily have accepted an apology from the guys in the Cambridge office. They seemed not to want to offer one.

As far as guarantees go - all I want is that come next month when they sweep their list of temporary numbers, my number is not on there and I don't get disconnected. Person A needs to talk to Person B. I don't expect a guarantee that nothing ever ever ever will go wrong with my account again.

Thanks for all your replies.

[toytown]

So, what is the difference between a user and a customer. To be a customer, don't you have to be a user?

A customer is a user who pays for a commodity or service.

The whole approach to NTLs customer service just sux, if you check a thread i posted in earlier you will see that i was told "just cross your fingers" on our phone line which has been on-off for almost 2 weeks now. Now when my friends and family come round do you think i will promote the services of NTL to them? Maybe i'll just uses NTL's method and tell them to flip a coin.

[orangebird]

Originally Posted by Neil

Mmmm-can I feed it to you!?



Now-that is a guarantee, no question about it, the "guarantee" kicks into gear when the failure occurs, but the guarantee is there for all to see.

http://www.bt.com/customerservices/c...=our_guarantee

Now-would madam like fries or new potatoes with her hat!?

No Neil, that is not a guarantee of a fault free service. It's a 'plan b' for when something does go wrong, until the fault is fixed. Big difference. So hold the fries please, I don't think I need them

[orangebird]

Originally Posted by toytown

A customer is a user who pays for a commodity or service.

I agree - but the post I replied to about that said that 'customer' and 'user' were seperate...

The whole approach to NTLs customer service just sux, if you check a thread i posted in earlier you will see that i was told "just cross your fingers" on our phone line which has been on-off for almost 2 weeks now. Now when my friends and family come round do you think i will promote the services of NTL to them? Maybe i'll just uses NTL's method and tell them to flip a coin.

Some CS reps' approach to customer service does suck. But not all of it. There are some great reps out there who thrive on giving excellent customer service, and I think it's very unfair of you to come out with such a sweeping, generic statement.

[SMHarman]

Originally Posted by seaneeboy

OB, I think you're being a little harsh on the poor fella - Phonelines can be absolutely vital - a lifeline for the housebound, a line to the police for burglar alarms - and in general essential in an emergency.

If the house catches fire, and burns down because you couldn't call the fire brigade - how do you recon an insurance company will see that?

Phonelines are the most essential service ANY comms company should provide - it's one thing that can't be compromised on. Isn't that why phone faults are given priority?
<snip>

Exactly, this is why the telephone cabinets have battery backup built in incase of power failiure. BB/DTV does not have such failover as it is not a requirement because it is not an essential service.

http://www.ofcom.org.uk/static/archi...s/cons0602.htm

http://www.ofcom.org.uk/static/archi...htm#Yourrights

Originally Posted by OFCOM

Your rights as a telephone customer
What rights do I have?
You have many rights as a telephone customer.

Some rights apply only when you are dealing with BT or Kingston Communications in Hull, others apply when you are dealing with all phone companies.

You also have all the rights that everyone has under general consumer law, such as the Supply of Goods and Services Act 1982.

Do I have the right to a phone service?

Yes. Itâ₠¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢s important that every person in the UK has access to basic telephone services, so BT †“ or, if you live in Hull, Kingston Communications †“ must provide you with a fixed phone service at an affordable price. You can use this phone service to make national, international, operator and directory-enquiry calls.

Do I have any extra rights if I am older or have a disability?
Yes †“ phone companies must provide some extra services, which can include:

a priority repair service if your telephone connection, whether it is fixed or mobile, stops working;
free directory enquiries if you cannot use a phone book;
bills in an acceptable format such as large print, Braille or audiotape;
text relay services if you have hearing difficulties.

The same legislation makes disconnection of phone lines all teh more difficult. Outgoing blocks (except 100, 112 and 999) but not a disconnect.

Originally Posted by orangebird

I agree - but the post I replied to about that said that 'customer' and 'user' were seperate...

To NTL the customer is the one who pays the bill, head of household, signatory on the contract.

In addition to the customer, who when they pick up the phone is a user of the service, their partner, friends, children etc who may use the phone line connected to that house are also users of the service.

[Neil]

Originally Posted by orangebird

No Neil, that is not a guarantee of a fault free service. It's a 'plan b' for when something does go wrong, until the fault is fixed. Big difference. So hold the fries please, I don't think I need them

You should have gone to Specsavers!!

A guarantee is exactly that, a promise that if something goes wrong that it will be sorted.

Do ntl have such a gurantee? (no)

All they say is that they "don't gurantee a fault free service"-not what they guarantee to do if it does develop a fault.

Whatever way you look at it-BT offer a guarantee.....

Extra fries for Miss Bird please!

[toytown]

Some CS reps' approach to customer service does suck. But not all of it. There are some great reps out there who thrive on giving excellent customer service, and I think it's very unfair of you to come out with such a sweeping, generic statement.

Whilst you make thing its unfair, these are the only kind of people i have dealt within in the last 3 years as an NTL customer.

1. From having support people cut me off numerous times whilst trying to pass me from person to person (and me having to indure another 20-30 minutes call over again).
2. People who blatantly lie to you about whats happening, my cable modem was down in rugeley about a month ago, when i phoned them up and told them the area was down they denied it and told me it was just a local fault and there was no issues elsewhere. I would have accepted a "Im not sure what the status is in your area" but not a very forcefull "your the only one experiencing problems sir"
3. Support telling me that i have to crosss my fingers and hope
4. Trying to get through to support at 6:30 about a month or two ago and told that my problem wouldnt be answered today as support was busy so phone back tommorow.

If you were to have the same problems with your other utilities like electricity/gas/water would you accept the same level of incompetance?

[orangebird]

Originally Posted by Neil

You should have gone to Specsavers!!

A guarantee is exactly that, a promise that if something goes wrong that it will be sorted-do ntl have such a gurantee? All they say is that they don't gurantee a fault free service-not what they guarantee to do if it does develop a fault.

Whatever way you look at it-BT offer a guarantee.....

Extra fries for Miss Bird please!

Neil we're not taling about guarantees in general - go back to my post where you picked this up, I stated about no-one guaranteeing a fault free service - fault free means no fault - not that if there is a fault we'll sort it so you're not affected.

Please stop twisting my words to suit you. You are neither stupid nor ingnorant, quite the opposite, but choosing only to reply to ceratin parts of posts only serves to contradict my opinion of you

[Nemesis]

/pulls up chair, gets popcorn, and settles in for a night of word Boxing ...
Ding Ding Round Three