Help - NTL refusing to pay compensation/refund for loss of service

[TheInsider]

Originally Posted by gooner4life

And I had to laugh at this entire thread really - Help I didnt report a problem that my neighbour had but it looks like I can get a free lunch people in this country today

Since when has it been classed as a free lunch. Imho its stealing and thats the end of it .

[gooner4life]

Originally Posted by TheInsider

Since when has it been classed as a free lunch. Imho its stealing and thats the end of it .

Absolutely hysterical comment, NTL Will happy refund you for loss of service if a fault is causing you to be without for a constant 24hour period, they will refund once the issue is fixed to your satisfaction but it does rely on you calling them in the first place and once you are satisfied to let them know.

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I think I may have got the wrong end of the stick there upon reading it again.

Originally Posted by TheInsider

Since when has it been classed as a free lunch. Imho its stealing and thats the end of it .

I think if you read the whole thread, you'll find that the fault affected the poster, AND the neighbour, but only the neighbour reported it. Not really either a 'free lunch' or 'stealing', but I can see NTL's argument for only recompensing the person REPORTING the fault.

Just 1 point here.

This memo from Stores.

Due to budget cuts batteries for crystel balls are no longer supplied. Customers must be informed that from now on all faults must be reported if they will be asking for compensation.

[gooner4life]

Originally Posted by Bill C

Just 1 point here.

This memo from Stores.

Due to budget cuts batteries for crystel balls are no longer supplied. Customers must be informed that from now on all faults must be reported if they will be asking for compensation.

Have a greeny

Originally Posted by gooner4life

Have a greeny

Thank you

[ian@huth]

Originally Posted by Bill C

Just 1 point here.

This memo from Stores.

Due to budget cuts batteries for crystel balls are no longer supplied. Customers must be informed that from now on all faults must be reported if they will be asking for compensation.

Come on Bill. You know that withholding batteries for the crystal balls is a significant change to the contract and under the sale of goods act we are not getting what we pay for so you will have to pay us s**t loads of compensation. Think about all that mental stress and don't forget that we have had to buy 58,500 CDs to make up for the ones we couldn't download. We could be in for millions here.

Originally Posted by ian@huth

Come on Bill. You know that withholding batteries for the crystal balls is a significant change to the contract and under the sale of goods act we are not getting what we pay for so you will have to pay us s**t loads of compensation. Think about all that mental stress and don't forget that we have had to buy 58,500 CDs to make up for the ones we couldn't download. We could be in for millions here.

[fatnose12]

Originally Posted by gooner4life

Jesus H - fatnose the problem in Luton was oversubscription on the UBR's NTL have now added another UBR for most areas in luton and surrounding (stevenage, Hitchin, Hatfield etc), I know because I was the poor schmuck working overnight to help the Headend tech.

I worked in the Luton office before they made us redundant and people like you were the absolute pits to deal with, maybe if you spoke to people like human beings they would be a little bit more forward in resolving your issue.

And I had to laugh at this entire thread really - Help I didnt report a problem that my neighbour had but it looks like I can get a free lunch people in this country today

__________________

Having worked in one of the largest customer service opperations for the last 15 years, being a customer service manager for the last 6 years,I well understand how to deal with a customer service problems. When you are confronted by bare faced lies by a service provider It gets a little hard to be reserved and not get annoyed . As for the flack you took, well you know the addage, If you cant take the heat, get out of the kitchen. In simple terms why stay if you did not like the job, and as for being made redundant, it only goes to show NTL has the same respect for their staff as they do for their customers. Very little......
Stop bleeting about the hassle you had at the hands of NTL. If you pay for a service you should expect nothing less, As for complaining if you dont, then nothing gets done, if nobody is aware of the problem then the all sit in their cozy corporate offices with the head in the firebucket. if enough people do complain then something will get done, it needs enough people to threaten to leave and get their service elsewhere to change this companies attitude.

[ian@huth]

Originally Posted by fatnose12

__________________

Having worked in one of the largest customer service opperations for the last 15 years, being a customer service manager for the last 6 years,I well understand how to deal with a customer service problems. When you are confronted by bare faced lies by a service provider It gets a little hard to be reserved and not get annoyed . As for the flack you took, well you know the addage, If you cant take the heat, get out of the kitchen. In simple terms why stay if you did not like the job, and as for being made redundant, it only goes to show NTL has the same respect for their staff as they do for their customers. Very little......
Stop bleeting about the hassle you had at the hands of NTL. If you pay for a service you should expect nothing less, As for complaining if you dont, then nothing gets done, if nobody is aware of the problem then the all sit in their cozy corporate offices with the head in the firebucket. if enough people do complain then something will get done, it needs enough people to threaten to leave and get their service elsewhere to change this companies attitude.

I can't believe that anyone in the position that you say you are in and with that level of experience can talk such utter tripe.

Please tell us how you deal with problems that no one has reported and you don't know exist? Have you got solar powered crystal balls?

I think we are getting crossed lines here. The thread as a whole is about someone requesting compensation for a fault which he did not report (but his neighbour did). Fatnose21 is talking about a completely different issue - how to deal with inept CS organisations. Indeed he/she actually states that if you don't complain, nothing gets done, which is precisely what this thread is all about.

[fatnose12]

Sorry to so obviously upset someone, but I was only speaking from expirence about having to get compensation from NTL and how I personally got it, I never implied that companies needed crystal balls to see problems that have not been reported or though it would be nice if they supplied them to their staff(only joking.). Ive been on the companies psychic course recently to be able to see what customers really wanted when they would not tell us, but unfortunatly didnt use it on this reply. Complaining right away is the only way to go. and keep complaining......

[ian@huth]

Originally Posted by fatnose12

Sorry to so obviously upset someone, but I was only speaking from expirence about having to get compensation from NTL and how I personally got it, I never implied that companies needed crystal balls to see problems that have not been reported or though it would be nice if they supplied them to their staff(only joking.). Ive been on the companies psychic course recently to be able to see what customers really wanted when they would not tell us, but unfortunatly didnt use it on this reply. Complaining right away is the only way to go. and keep complaining......

My sincere apologies if I took your post the wrong way which having another look I can see I did.

[N00N00]

Originally Posted by gooner4life

And I had to laugh at this entire thread really - Help I didnt report a problem that my neighbour had but it looks like I can get a free lunch people in this country today

What on earth are you on about? I'm not after any "Free Lunch", only the money NTL have already taken from me but failed to provide the goods for.

I made it clear that I tried to report the problem but couldn't get though. Accoring to your logic if there is a massive powercut for like a week only the person who reports the fault will get paid compensation and the other 100,000 would go without.

Plenty of people in my street have reported the same thing and I'm not remotely inconsiderate or greedy. NTL are the greedy ones. It took them 4 attempts to fix the fault FFS and they knew all about it for 3 and a half weeks. Some people here pretending NTL didn't know about the fault are talking utter tosh.

FYI I told my neighbour exactly how to get the money he was owed and also went to another address in the street (people I don't even know) so they could be refunded too (they are old and don't really understand their rights).

Clearly people like me who look after themselves and their elderly neighbours offend you. You clearly like seeing people getting ripped off by bloated, poorly run companies. Given your attitude I'm suprised NTL let you go TBH.

[scrotnig]

Originally Posted by N00N00

What on earth are you on about? I'm not after any "Free Lunch", only the money NTL have already taken from me but failed to provide the goods for.

I made it clear that I tried to report the problem but couldn't get though. Accoring to your logic if there is a massive powercut for like a week only the person who reports the fault will get paid compensation and the other 100,000 would go without.

Plenty of people in my street have reported the same thing and I'm not remotely inconsiderate or greedy. NTL are the greedy ones. It took them 4 attempts to fix the fault FFS and they knew all about it for 3 and a half weeks. Some people here pretending NTL didn't know about the fault are talking utter tosh.

FYI I told my neighbour exactly how to get the money he was owed and also went to another address in the street (people I don't even know) so they could be refunded too (they are old and don't really understand their rights).

Clearly people like me who look after themselves and their elderly neighbours offend you. You clearly like seeing people getting ripped off by bloated, poorly run companies. Given your attitude I'm suprised NTL let you go TBH.

More cobblers I'm afraid.

Electricity companies are covered by an act of parliament so are under different obligations.

A better comparison is BT who again will only pay out anything normally if the customer reports it.

I'm afraid you are on a loser here. ntl cannot be criticised for not paying you compensation if you didn't tell them about the problem - end of story!

Imagine the chaos that would ensue if every customer was able to say 'yeah, trhere was this fault two years ago, it's still not fixed, but I couldn't get through to report it, I want two years money back'.

Believe it or not, people have tried this. Many times. In my last role I used to get people saying their TV service stopped working in 2002 and they wanted two years money back. These people are told to take a running jump. If there's a fault, you have to report it . Even Neil agrees with me.