ntl on watchdog

[Derek]

Originally Posted by scrotnig

Yet they made the regional Retentions teams redundant as they were deemed not to be good enough.

I find it highly amusing that they now cannot cope.

Yep. Not one of the people I speak to in Ntl any longer care about the job and have absolutely no faith in the managment any longer.
They are also seemingly ditching the backoffice teams at Bellshill and passing their jobs to Manchester.

Now if Bellshill has no other functions other than a call centre for customer care where is the axe likely to fall if they have to remove another call centre from the cost figures?

Congrats Ntl managment. You have managed to take a company with staff who actually cared and would go out of their way to help customers to one where people get away with hanging up on customers because their line mangers don't care enough to discipline them.
To think that about 12 months ago I wouldn't think about going to another job (even though Ntl was one of the worst paid CS jobs in Glasgow).

Still I'm sure they'll get a nice payoff.

[James79]

Have to wonder??? Ntl, when contacted by Watchdog held their hands up and admitted that the problems discussed were unacceptable and these people would be compensated with credit on their accounts.

Now, one of the problems discussed concerned that of a lady whose mother had died. She had contacted Ntl multiple times to inform them of this fact - needless to say, they didnt seem to be listening. Bill after bill arrived, and when accounts were frozen no Direct Debits could be accepted - the reminder letters for non-payment of bills started being issued. They even sent the deceased person a letter asking their permission to talk with her daughterabout her account.

The daughter resorted to writing a letter to Ntl as her mother stating that she had been experiencing difficulties in contacting Ntl to cancel her account (problem being that she had died and that she no longer required the use of their services where she now is).

How is this ladies daughter to be compensated?? Surely she should be entitled to financial (hard cash) compensation. Especially if she doesnt subscribe to Ntl???

The stupidity of it all!!

You'd think that they would be able to get this right?? A person is either dead or is not - that's how I see it!!

James

[scrotnig]

Everything's going to pot.

Where are Simon Duffy and Aizad Hussein? No regular 'motivational' emails any more, nothing. They have given up. The company appears to be resigned to the fact that none of the staff care one iota about the job any more and everyone seems left to their own devices.

This can't go on. Usually when a company reaches this level of meltdown, something big is due to happen like a takeover or a complete sale of the business.

[Florence]

Originally Posted by scrotnig

Everything's going to pot.

Where are Simon Duffy and Aizad Hussein? No regular 'motivational' emails any more, nothing. They have given up. The company appears to be resigned to the fact that none of the staff care one iota about the job any more and everyone seems left to their own devices.

This can't go on. Usually when a company reaches this level of meltdown, something big is due to happen like a takeover or a complete sale of the business.

Telewest should take charge then at least the staff would be apprciated and customers treated correctly

[Neil]

Originally Posted by Mick

Well just now as it was finishing, a guy had contacted Watchdog during the program to say he was on the phone 55 minutes trying to cancel his Broadband package, he ended up speaking to 10 different people only to be told 'Write a letter'.

Classis ntl CS-BS & telephone ping pong I'm afraid...

Move along now-nothing new happening here, just move along.....

Watchdog is such a poxy show these days. People complaining about nothing much at all and Nicky whats his name tries to get aggressive for no reason at all. Total waste of time that programme is these days

[Chimaera]

Originally Posted by gary_580

Watchdog is such a poxy show these days. People complaining about nothing much at all and Nicky whats his name tries to get aggressive for no reason at all. Total waste of time that programme is these days

Yeah - bring back Anne Robinson!

Originally Posted by gary_580

Watchdog is such a poxy show these days. People complaining about nothing much at all and Nicky whats his name tries to get aggressive for no reason at all. Total waste of time that programme is these days

Complaining about nothing? Are you having a laugh?

55 minutes on the phone talking to 10 different people and then only to be told to write a letter is completely acceptable to you then? Sorry but its a completely ridiculous situation to be in, quite a similar situation I have been in, passed from pillar to post and the end result back at square one, this is and can be a very frustrating and a blood boiling moment to be in, but you think its just nothing Gary? I am pretty certain its a situation you would not prefer to be in surely?

[Hom3r]

Originally Posted by Mick

Complaining about nothing? Are you having a laugh?

55 minutes on the phone talking to 10 different people and then only to be told to write a letter is completely acceptable to you then? Sorry but its a completely ridiculous situation to be in, quite a similar situation I have been in, passed from pillar to post and the end result back at square one, this is and can be a very frustrating and a blood boiling moment to be in, but you think its just nothing Gary? I am pretty certain its a situation you would not prefer to be in surely?

Gary_580 is right about people complaining about nothing OK a bit wrong here. But people do complain about the wrong things. If you watch Airport/Airline prople demand to be allowed on the aircraft even though they are 50 mins late and ther flight took off 20 min ago.

Originally Posted by david.ewles

Gary_580 is right about people complaining about nothing OK a bit wrong here. But people do complain about the wrong things. If you watch Airport/Airline prople demand to be allowed on the aircraft even though they are 50 mins late and ther flight took off 20 min ago.

Yes but your talking about a completely different set of situations those people are in. Of course there is no justification to whinge or moan if a passenger is late for their flight, however, in the context of the issues that were raised on the watchdog program tonight regarding ntl, the customer was not at fault like those late for their flight.

[Andrex]

Originally Posted by Kits

Telewest should take charge then at least the staff would be apprciated and customers treated correctly

Are you having a laugh? I worked for Telewest for 18 months.

The staff morale in the office was really, really ****. Really ****.

One day, in our office, we had a rebelion. One of the managers sent out an email telling us not to take breaks at the wrong time. Somebody 'replied to all', and asked for a pot to **** in at their desk to avoid leaving it. I replied. Somebody else replied. Everybody replied to all.

It got to the point where somebody said the managers of center couldn't spell, or fall out the window.

We all sat laughing. The managers all got up and walked out the office.

To put this into context: we were telephony switch people. We had no manuals. We had no managers who knew anything about phone switches. We had no help. We had no proper phone system (at the time we covered all the phone regions, so had to shout across the office to get anybody to take a call for a particular area). It was a disgrace.

The morale was absolutely shocking.

I wonder if that is why email has not been working all day - to prevent people contacting the show.....


.... no silly me, email not working is a constant occurrence with NTL.

[jtwn]

Actually, its been working well for a long time since it just failed to work.

And anyway its working now.

Originally Posted by Mick

Complaining about nothing? Are you having a laugh?

55 minutes on the phone talking to 10 different people and then only to be told to write a letter is completely acceptable to you then? Sorry but its a completely ridiculous situation to be in, quite a similar situation I have been in, passed from pillar to post and the end result back at square one, this is and can be a very frustrating and a blood boiling moment to be in, but you think its just nothing Gary? I am pretty certain its a situation you would not prefer to be in surely?

i ask myself why that happened? Maybe this person was clueless about how to get any sort of problem resolved. I had a similar issue with NTL where i got passed between about 5 people. However the last person got it in the neck and funnily enough they fell over to sort out my request and give me money back. Ok i was a bit harsh when i said "complain about nothing" but what i meant is, the way watchdog go on these days, they hardly make much difference. If your case is shown on TV then it gets sorted but what about the 1000's that have the same issues. Watchdog should be focusing on getting these companies to get their processes in order

Originally Posted by jtwn

Actually, its been working well for a long time since it just failed to work.

And anyway its working now.

NTL email not been working since at least 8am for me and still isn't.