NTL Customer Services: Your personal experience - Page 33

16-09-2004, 11:32

Quote:

Originally Posted by orangebird

So, if ntl cs really is that crap, why does the poll suggest that the majority of the time it's generally OK?

At the time of writing this reply. 29.09% of people have responded to the effect that NTL CS is always or almost always useless, with another 20.73% voting 50/50. Splitting that very crudely, for those people that would mean that around 10% of the time NTL is useless and screws up. Taken as a whole that means we're looking at about 40% of votes effectively being cast to damn NTL.

So, you are technically correct when you say that a majority of people find it generally ok, but you'd also be technically correct if 51% said they were ok and 49% said they were useless. In this context a simple majority has very little real meaning. You need to take a look at the figures involved, and if 40% of votes are expressing dissatisfaction then I think that any attempt to make arguments about a majority vote is specious reasoning at best.

If you think that the poll indicates that customer services are generally OK then you really need to look at the results again. In a CS context 40% dissatisfaction should be viewed as an outstanding failure on the part of NTL.

cookie_365 · 17-09-2004, 19:45

My inkling from the outside looking in is that NTL is a bit of a monolithic system that works the way it does for historical reasons - mergers, new technologies like broadband, etc.

I.e. if you were 'building' NTL from scratch you wouldn't do it the way it is know, but the fact is, to quote RUN DMC: It's like that, and that's the way it is.

With organisations like this - and I work for one - the issue when you call CS is: do you have a problem that the system works well to fix, or not? Sometimes it can be seemingly simple and trivial things that there just isn't a button to click that'll give you the answer or perform the action, so if you call with one of those problems you'll get frustrated.

CS people in any organisation want to fix your problem. They don't want you shouting at them, they don't want a long argument 2 mins before their shift finishes. It's a nice feeling to be able to sort someone's problem out. So you'll get those calls back when promised if the system co-operates, and you won't if it doesn't.

SamanthaFu · 03-10-2004, 12:05

I am having a nightmare with them.. I cannot get through to CS as it cuts me off after telling me how long I might have to wait.. I emailed them, took a week to get a reply, which refered me to then call them, which I can't..

iadom · 03-10-2004, 12:21

Quote:

Originally Posted by SamanthaFu

I am having a nightmare with them.. I cannot get through to CS as it cuts me off after telling me how long I might have to wait.. I emailed them, took a week to get a reply, which refered me to then call them, which I can't..

Hi,

why not share your experiences/problems with us, perhaps someone may be able to help.

DeadKenny · 03-10-2004, 17:48

Quote:

Originally Posted by SamanthaFu

I am having a nightmare with them.. I cannot get through to CS as it cuts me off after telling me how long I might have to wait.. I emailed them, took a week to get a reply, which refered me to then call them, which I can't..

Exactly the same happened with me recently. I'm now off to BT instead (though due to a lot more than just this, but this was pretty much the final straw).

**Paul** · 03-10-2004, 18:10

Quote:

Originally Posted by dr wadd

If you think that the poll indicates that customer services are generally OK then you really need to look at the results again. In a CS context 40% dissatisfaction should be viewed as an outstanding failure on the part of NTL.

Outstanding failure ? - Only 40% on a site that's basically dedicated to people who are having problems seems a pretty good figure to me. I would have expected it to be much higher.

SamanthaFu · 08-10-2004, 08:55

I managed to get in touch with them after getting my Mum to call them.. a CS agent called me, then put me through to their credit agency, Great, I thought I'm finally getting somewhere. No, it was a saturday, that department was closed. It cut me off, and I haven't heard anything since. They can just whistle for their bill.

orangebird · 08-10-2004, 12:04

Quote:

Originally Posted by SamanthaFu

I managed to get in touch with them after getting my Mum to call them.. a CS agent called me, then put me through to their credit agency, Great, I thought I'm finally getting somewhere. No, it was a saturday, that department was closed. It cut me off, and I haven't heard anything since. They can just whistle for their bill.

Withholding payment (if that's what you mean by whistle for their bill) is NOT the way to do it. It only affect your credit status.. What's your issue?

SamanthaFu · 08-10-2004, 14:13

I'm trying to contact them to pay my bill. This is the problem. If anybody has any way to get in touch with them, please let me know!

highlandlassie · 13-10-2004, 10:40

Have had to phone a few time in the past 3 years and the service has been excellent - I must phone at the right time as I don't wait any longer than 20 mins. The person I spoke to the last time - even sent me an email suggesting more advice, if I ever have the same problem.

I also got a 3 day refund for my Internet connection - when it was down for 3 days - which was 2 years ago

TonyC · 16-10-2004, 22:59

My BB was down for a week last week - do I get a discount??? How??? I reported it on the Wednesday, after holding for 50 mins... eng called the following Monday after another phone call - son told me it was down for 2 days before he told me... I reported the problem then (Cable modem was the culprit...)

Can I claim a discount?

Cheers,

Tony

Chris W · 17-10-2004, 00:14

Quote:

Originally Posted by TonyC

My BB was down for a week last week - do I get a discount??? How??? I reported it on the Wednesday, after holding for 50 mins... eng called the following Monday after another phone call - son told me it was down for 2 days before he told me... I reported the problem then (Cable modem was the culprit...)

Can I claim a discount?

Cheers,

Tony

well, if you are on 300k you are looking at ÃƒÆ’Ã†â€™ÃƒÂ¢Ã¢â€šÂ¬Ã…Â¡ÃƒÆ’Ã¢â‚¬Å¡Ãƒâ€šÃ‚Â£4.50, 750k ÃƒÆ’Ã†â€™ÃƒÂ¢Ã¢â€šÂ¬Ã…Â¡ÃƒÆ’Ã¢â‚¬Å¡Ãƒâ€šÃ‚Â£6.34 and 1.5mb about ÃƒÆ’Ã†â€™ÃƒÂ¢Ã¢â€šÂ¬Ã…Â¡ÃƒÆ’Ã¢â‚¬Å¡Ãƒâ€šÃ‚Â£9.79 for a weeks loss

17-10-2004, 11:05

I can't believe all this whinging about NTL Customer Services. Just try telling British Gas you want to stop using them for your electricity account. We recently moved house and I had to stop the account for the old address. Well, the nice lady at British Gas took my details, blah,blah, then on the news we were not going to use them at our next address for electricity then proceeded to ask, presumably from some pro forma sheet why this? who is the new provider? at our expense of course, solving that, then proceeded to flog British Gas care sheme, again at our expense. At least NTL Customer Service agents don't try to sell insurance or jabber on on seemingly unrelated issues.

DeadKenny · 18-10-2004, 18:07

Quote:

Originally Posted by Gogogo

At least NTL Customer Service agents don't try to sell insurance or jabber on on seemingly unrelated issues.

Absolutely. That's because you can't get through to them anyway

18-10-2004, 20:10

Quote:

Originally Posted by DeadKenny

Absolutely. That's because you can't get through to them anyway

NTL Customer Services are not bad at all, there is too much whinging and exaggeration. Funny this, we have never had a problem calling NTL Customer Services, ok you go through your options and 9 times out of ten no waiting, even then it's not long. We've always found NTL staff helpful. I suspect there are those customers that call who are bad tempered or rude and don't get the attention they expect.