Ntl Insider Info

[sav112]

I worked for a company in Erskine and it was Telewest BBI we supported. I can honestly say – yes we would have the odd chat about customers during quiet times but in all the group I worked with did there best to help the customer. You take on the problem and deal with it- I know personally if I could not solve it, I wanted to find out how to solve it in the future.

Some customers are idiots – fact
I was always polite despite the fact the customer would refuse to answer simple questions, London was a favourite they wanted it fixed like Magic.

“My internet is Broke!�

“Ok can you tell me what lights are on the modem?�

“ No! I don’t have time�

“ Could you phone back when you have more time�

“No! I want it fixed�

When your saying this your bringing up details and checking there modem using a tool and even re-booting it.


Best I found was the folks from Newcastle etc, always a pleasure to help them.

[Russ]

Originally Posted by sav112

Some customers are idiots – fact

Don't you mean some people are idiots?

[r00t]

Originally Posted by Russ B

Don't you mean some people are idiots?

Agreed, some are totally useless. Wanting you to talk them through a wireless router setup, and during the course of the setup they mention " Hey its asking me to pick a language, now its asking do I want to register to Microsoft now or later"

Arhhhhh, you thick *bleep* you haven't even setup your pc/laptop and you want me to talk you through setting up a piece of hardware?

And then there are those that are clueless but follow instructions well, and those with some knowledge; so you can bounce them around windows/ apple with ease: so making your job that little bit easier.

I love em all, its a challenge & pleasure to help

[Russ]

Yes, including those CSA's who no matter how you explain your problem, they still don't have a clue what you're telling them.

[Virgin Mary]

Originally Posted by Russ B

Yes, including those CSA's who no matter how you explain your problem, they still don't have a clue what you're telling them.

They are the same "people", the "idiots"?

[r00t]

I think we can agree Russ B, that there are good and bad both sides. Customers & support alike.

[Russ]

Originally Posted by r00t

I think we can agree Russ B, that there are good and bad both sides. Customers & support alike.

[jtwn]

Originally Posted by Toto

Question is, will TW be forced to use the cheaper Ambit modems that ntl have been using for years?

I still have my original SB4100 modem from way back in 2000 when I got Broadband, and I am loathed to let t go. Although I have to say that having set up wireless networks for a number of family member with the ntl 250 modem, they are not that bad at all.

I was under the impression that the 250 is better that the SB4100 anyway.

I dont like it when im spoken to like an idiot half the time and can call and tell the CSA what the problem is but they still persist in getting me to run round in circles this is true for all CSA in all areas (cable and dsl)mind you .
Its not just customers that are idiots sometimes advisors are too

[Delta Whiskey]

I wonder if it's the same in all staff/customer environments. Where I worked we kept a 'bugger' book into which we wrote all the stupid things customers asked (and some the staff came up with too).

Scene: Petrol Station - Saturday 2.30am

Q. Are you open?
A. No, I thought it would be nice to switch all the lights on and sit here trying to get a tan.


DW

[r00t]

Originally Posted by Delta Whiskey

I wonder if it's the same in all staff/customer environments. Where I worked we kept a 'bugger' book into which we wrote all the stupid things customers asked (and some the staff came up with too).

Scene: Petrol Station - Saturday 2.30am

Q. Are you open?
A. No, I thought it would be nice to switch all the lights on and sit here trying to get a tan.


DW

And this Christmas day, on answering the phone.

Cust: oh I didn't think you would be open today
Rep: Then why did you phone?

Originally Posted by r00t

And this Christmas day, on answering the phone.

Cust: oh I didn't think you would be open today
Rep: Then why did you phone?

Some of the best i heard said to me in my install days was.

Oh i did not want any cables with my cable tv. Can you do it without wires

Can you block out the Nickelodeon channel i don't want my kids watching that filthy channel.



Went to a fault in a flat above a cyber cafe. When i got there the customer said its my broadband it runs slow on this PC and this PC and this PC, the others in the back room are fine. This was after we went down stairs to the router in the cyber cafe which he was running of a settop box residential service in the flat above. " But not for long after my visit"

[lostandconfused]

Originally Posted by r00t

Cust: oh I didn't think you would be open today
Rep: Then why did you phone?

with regards to the comment some people are idiots, i think the majority of people arn't but the ones that are, and sometimesi do wonder how they have made it this far in life they stick out and you remember them

[Stuart]

Originally Posted by Delta Whiskey

I wonder if it's the same in all staff/customer environments. Where I worked we kept a 'bugger' book into which we wrote all the stupid things customers asked (and some the staff came up with too).

Scene: Petrol Station - Saturday 2.30am

Q. Are you open?
A. No, I thought it would be nice to switch all the lights on and sit here trying to get a tan.


DW

In fairness, all the lights being on (in the shop anyway) doesn't necessarily indicate you are open. When I worked for Blockbuster, once a month, we did a stock take after hours, and had all the lights on. We weren't open for business though.

---------- Post added at 18:43 ---------- Previous post was at 18:39 ----------

One of my favourites is this. I work in a Uni computing lab, providing tehnical support. Often, I have lunch at my desk. So, I'll be sitting there at my desk holding a half chewed sandwich, another one in a packet on my desk. Possibly with a drink and crisps. A student walks in, and asks "are you having lunch?"

[RUSTY]

managing and selecting staff is not easy and i agree with tabula rasa, do not place all ntl staff in the same mould, my personal experience is that call centre and engineering personal can often take the easy route to problems; and these people take some finding. having been in at the start of cable in the nottingham area i do know. still having a few problems trying to get ntl installed myself but the problem is being sorted by a member of the forum and a local rep both showing concern over the original lack of interest and working to sort it out.