NTL Not interested in long standing customers

[Neil]

Originally Posted by SMHarman

The discount they offered me (a customer of about 4 years standing with two STBs and 1.5Mb CM (oh and that damned phone line) was free phone line rental for a year - just like new customers. But is was contingent on me locking into BB or DTV for another 12 months, so they have locked in my revenue stream by offering the discount.

And that makes good business sense to me, most companies would kill for that kind of return for such a small outlay.

Originally Posted by Neil

I think they do. ?

really??

Originally Posted by kits

I have already realised NTL didn't really care for the long term customer. They could do a free month or half price month once you have been a customer for 2 years.

Even loyalty bonus points that you could save up and exchange for downloading music. Any loyalty bonuses would be lost if you was late paying. There are many ways to reward customers for their loyalty.

maybe not. i see many of these too.

Originally Posted by Neil

Because it's better from a business point of view to retain a customer than lose their business.

agreed but if it screws up you cost model then why would you bother? These people are likely to be those that constantly complain, take up CS for no real reason. Im not saying they all do what im saying is how much does it cost to support a person that is in the frame of mind.

Originally Posted by Neil

Do you work for ntl by any chance?

No i dont but i do know how to negotiate a deal and its not be whinging and complaining. Maybe that why im an exisiting customer on a reduced rate how did i do that? Well ask for a discount but offer to commit to another 12 months on the services that you have

Originally Posted by Neil

And that makes good business sense to me, most companies would kill for that kind of return for such a small outlay.

i totally agree, give a discount but lock the customer in

[Neil]

Originally Posted by gary_580

i totally agree, give a discount but lock the customer in

I have no problem with that whatsoever.

It must be a 2 way street in these situations, & ntl/any company should be able to expect commitment back in the form of the customer's repeat business in these situations.

I recently complained to CS about the reliability (or lack of) of the email system and was utterly dumbfounded at the attitude of the advisor. When she was somewhat curt and abrupt with me I sarcastically asked if that was how the NTL CS training taught her to respond. She replied that training taught them to 'talk to customers like they talk to you'. So beware, next time you spend an aeon on hold to get through to CS (which is, remember, just a euphemism for 'complaints') because you have a problem, please don't allow yourself to let your annoyance show.

Previously I have been advised that an always-on email service is just a 'benefit' of broadband ie. not intrinsic to the service. Perhaps somebody might want to point that out to Marketing who continue to make a virtue of it in press ads and direct mail.


Anyway, the end result of this call was that I was told I could have a tenner off my bill (which is usually £100-£130 per month) but that I could not complain about the email service again - even though it collapses every time a medium risk virus arises. Frankly I'm not that interesyted in getting money off my bill. I want a reliable service, a point which they continually fail to understand. The contempt with which they hold Home customers is clear from the fact that whilst we may suffer days of email outages, Business customers have a six hour fix guarantee or they receive compensation (quite an incentive to ensure the servers are reliable). Why can't we have the same?

The only reason this godawful company still has my business is because I have two phone lines, TV and broadband through them and to change would involve a lot of hassle. If I still had my BT lines I'd certainly be off like a shot with my broadband business.

[Neil]

Originally Posted by andyl

I recently complained to CS about the reliability (or lack of) of the email system and was utterly dumbfounded at the attitude of the advisor. When she was somewhat curt and abrupt with me I sarcastically asked if that was how the NTL CS training taught her to respond. She replied that training taught them to 'talk to customers like they talk to you'.

*Sigh* ntl "training" strikes again.

Originally Posted by andyl

The only reason this godawful company still has my business is because I have two phone lines, TV and broadband through them and to change would involve a lot of hassle.

No it wouldn't, it would probably just involve a call to BT to get your phone lines transferred (you wouldn't even have to speak to ntl about it ), & then "just" a phone call to cancel the rest of your services.

Originally Posted by andyl

If I still had my BT lines I'd certainly be off like a shot with my broadband business.

Nothing stopping you-why give your money to any company that treats you like that?

Originally Posted by Neil

I have no problem with that whatsoever.

It must be a 2 way street in these situations, & ntl/any company should be able to expect commitment back in the form of the customer's repeat business in these situations.

But there are a lot of people think they should get somethnig for nothing. New customers are locking in for a year but the existing customers that want the discount might not be so keen to lock in for another year and often forget that a new customer will have this added constraint.

[Neil]

Originally Posted by gary_580

But there are a lot of people think they should get somethnig for nothing. New customers are locking in for a year but the existing customers that want the discount might not be so keen to lock in for another year and often forget that a new customer will have this added constraint.

Agreed (again!)

If ntl were proactive in this area, they would be ensuring that their staff also inform customers of this.

Customer-"My mates just signed up today for ntl BB/TV/whatever, & he's only paying "X" per month, & that is "XX" more than I'm paying for the same product (& have been for "X" years"), & I could also get what I am getting now from different suppliers for less money too"

ntl CSR-"We don't want to lose your business Sir/Madam, & would be able to offer you a reduced rate to prevent that happening, would you be interested in paying "X" pounds per month in return for the same 12 month contract?"

It all comes down to very basic customer care, & it's not rocket science.

Those ntl staff that treat ntl's customers this way should be found & sacked IMO.

[themelon]

Originally Posted by Neil

*Sigh* ntl "training" strikes again.

No it wouldn't, it would probably just involve a call to BT to get your phone lines transferred (you wouldn't even have to speak to ntl about it ), & then "just" a phone call to cancel the rest of your services.

Nothing stopping you-why give your money to any company that treats you like that?

Well the likelyhood is BT or Sky or an ISP wont treat you any better in my or a number of peoples experiences. In my experience BT (and Sky) are some of the most useless muppets around...........and a recent 'respected (ie not the Daily Rag 'Mirror)' survey indicated they are even worse at customer service than ntl!

On the Issue of Pipex mentioned earlier, I recently rang them to ask if they would upgrade my 512k service I use from another location as they now offer 1mb capped for the same price, I asked If I could have 1mb uncapped for the same price instead as I used their service for over a year, they said no, I wanted to diconnect but they had already taken 3 months payment and would not refund it and will not refund, I wont be disconnected for 3 months now............GREAT SERVICE.

ntl are no worse no better, there really is no point in moving it will be no better in the long run (except in a few cases), all comms companies are an utter nightmare to deal with. The hassle of moving far outweighs any potential gain in service you may recieve (unless you salivate at the prospect of red buttons or recording repeats to watch again again again, then Sky+ is probably a good move)

How many existing 'loyal' Sky customer can get Sky+ for £99.99?
Do loyal Sky Customers get their equipment moved to a new property for free?
Do BT not charge loyal customers to reconnect if a line has never been connected to their property (ie new build that has had cable previously, or old build where the line has been 'chopped')?

[Neil]

Originally Posted by themelon

On the Issue of Pipex mentioned earlier, I recently rang them to ask if they would upgrade my 512k service I use from another location as they now offer 1mb capped for the same price, I asked If I could have 1mb uncapped for the same price instead as I used their service for over a year, they said no, I wanted to diconnect but they had already taken 3 months payment and would not refund it and will not refund, I wont be disconnected for 3 months now............GREAT SERVICE.

I'm not quite sure what you mean there.

Pipex offer 1 meg for £33.99 per month from memory, & 512k for £23.44, so why do you think they offer 1 meg for the price of 512k?

I also can't understand why they have taken 3 months payment when you are now out of contact & on a rolling monthly payment?

If you pay via DD, then just ring your bank, & invoke the DD Guarantee.

Originally Posted by Kits

I have already realised NTL didn't really care for the long term customer. They could do a free month or half price month once you have been a customer for 2 years.Even loyalty bonus points that you could save up and exchange for downloading music. Any loyalty bonuses would be lost if you was late paying. There are many ways to reward customers for their loyalty.

So what reaction would you expect if you asked British Gas, BT, Powergen etc etc for the same a free month? Loyalty bonuses? You want cake and eat it too? No chance business is business take it or leave it.

[Neil]

Originally Posted by Gogogo

So what reaction would you expect if you asked British Gas, BT, Powergen etc etc for the same a free month? Loyalty bonuses? You want cake and eat it too? No chance business is business take it or leave it.

You're missing the point a bit here.....

It's that "take it or leave it" attitude that loses customers for any company.

[orangebird]

Deep joy. Another 'bash ntl thread' for no good reason other than operating in a way the most companies do.
TBH, why would ntl want to keep a customer, if they're not making any profit?

[Graham F]

Originally Posted by orangebird

Deep joy. Another 'bash ntl thread' for no good reason other than operating in a way the most companies do.
TBH, why would ntl want to keep a customer, if they're not making any profit?

exactly OB - But people on here don't seem to understand that, they seem to think that ntl are a charity

[Neil]

Originally Posted by orangebird

Deep joy. Another 'bash ntl thread' for no good reason other than operating in a way the most companies do.

Most companies would not treat their customers like the 2 posters here.
Please read the thread again & tell me if you think that the CSR's responses were acceptable.

Originally Posted by orangebird

TBH, why would ntl want to keep a customer, if they're not making any profit?

If ntl don't want to keep a customer that spends £80.00 per monjth with them because they can't make a profit from that, then ntl are in bigger trouble than they realise.

OB-Why can't you just accept my point that these people were treated in an attrocious manner & ntl (or any company that spoke to customers like that) do not deserve that person's money.

Don't make this thread out to be something it's not-we are discussing the manner in which these wage paying customers were spoken to & treated by ntl.

[Edit]-Or perhaps you feel it's ok for those CSRs to deal with ntl customers in that way?

I know I don't......