ntl worst service in UK in poll

[cr80123]

Yes clearly it's the survey that's at fault, after all ntl's reputation for quality customer service is second to none!

[bywater]

I'm in Coventry and last week I needed to phone NTL to get my 1571 service put on. The other end didn't have time to ring before it was picked by a very pleasant helpful Welsh lady. I think I was routed to Swansea for some reason.

Not suprised NTL customer service came out poor I think its more a case of the shear volume of customers rather than a precentage of customers experiancing poor customer service.

[orangebird]

Originally Posted by Neil

It could be, but ntl are notorious for having abysmal customer service (Watchdog anyone?)

Agreed, but the customers on watchdog are not representative of every customers experience with ntl.

They have been the same since the very early days of nthellworld.com (why was that set up?)

Because someone with a talent for web design was ****ed off enough with them to spend time creating the site

A quick look aaround the board will uncover the same issues that customers of ntl have been having for years...

Of course. But lots of customers don't have any issues at all.

Ian-you & OB are right, & all the ntl customers that post here & other BBS's are wrong (hell even the IMRS must have gotten the survey results wrong)

Don't be so facetious Neil, it doesn't suit you. I don't believe either Ian or myself were saying that the survey was wrong. Just that you can't judge a company on those results alone. Unless it suits you and you're entirely unable to accept that whilst some people have good reason to hate ntl, others do enjoy a genuinely good service?

ntl are great & everyone else is imagining the poor customer service they post about, I myself imagined it when I was on the receiving end of the BS, & I also imagined it when I went with Frank to visit ntl.

Sorry-my bad.

Grow up.

[ian@huth]

Neil, with all due respect your impression of NTL was set in stone some years back and nothing anyone says is going to change that. The poll irrespective of its accuracy would be about customer service satisfaction now, not historically. If you were stranded on a desert island for a couple of years with no contact with the outside world and the first thing you did when rescued was take part in that survey you would still say NTL were the worst.

It is not a question of whether I, you, OB, IMRS or other sites are right or wrong. It is a question of the validity of the results and the methods used to arrive at them. How many people that visit this site have an image set firmly in their mind about NTL even though they may have never been a NTL customer or experienced NTL customer services first hand?

Do you accept that the poll on here about what you will do if hard capping is introduced is accurate or do you think it is highly flawed. What are your reasons for that decision?

[Stuart]

Originally Posted by Neil

Ian-with Tesco winning, I'd say the results of the poll were accurate.

With Sainsbury's apparently having the sixth best customer service in the country, I'd say they are not.. Sainsbury's has terrible service (far worse, IMO, than NTL - not that I am saying NTL is good), as do Virgin (try finding out what has happened when you enable voicemail on a Virgin mobile and it doesn't work - you'll be on the phone for hours).

[Neil]

Originally Posted by orangebird

Agreed, but the customers on watchdog are not representative of every customers experience with ntl.

Just bad enough to get escalated to a national TV program then?

Originally Posted by orangebird

Because someone with a talent for web design was ****ed off enough with them to spend time creating the site

Was he the only member of the site (no) did it have several thousand members all grateful that someone had given them somewhere to realise that they weren't alone in the ntl BS they were experiencing? (yes)

Originally Posted by orangebird

Of course. But lots of customers don't have any issues at all.

Oh...that's ok then, that makes it just fine.

Originally Posted by orangebird

Don't be so facetious Neil, it doesn't suit you. I don't believe either Ian or myself were saying that the survey was wrong.

You were doing what you do every time something comes along that proves ntl have poor customer service, & that's trying to discredit it-I wonder if you would do the same if they came out top for best customer service? (unlikely)

Originally Posted by orangebird

Just that you can't judge a company on those results alone.

I'm not-I'm judging them on the poor experience I received as a customer, the BS I witnessed with my own eyes when visiting ntl sites, & the fact that they have email servers that constantly fall over, the fact they TW manage to communicate everything to their customers & ntl don't, the fact that ntl have several consumer websites discussing their poor customer service, the fact that they have been deemed poor enough to win several awards for bad customer service, & the fac that their farce of a billing system was bad enough to get them on BBC's watchdog.

Originally Posted by orangebird

& Unless it suits you and you're entirely unable to accept that whilst some people have good reason to hate ntl, others do enjoy a genuinely good service?

Not at all, but when ntl start winning best customer service awards, I'll believe that they are capable of improving.

Originally Posted by orangebird

Grow up.

How mature.

omg how many times does this arguement appear. (and always the same people arguing!)

Neil JUST Maybe NTL dont actually want to be the worlds best customer service company as that comes at a price. They are there to provide a TV, BB and Teleco service, yes they then need to provide customer service but it doesnt have to be the best by any means. In fact if NTL answers calls within 1 second everytime people called, it would tell us one thing, they are over staffed and therefore the customer is being over charged!. The difficulty is balancing peak demands with cost. OK they no where near do this well or at all maybe but at the end of the day there are always going to be people who are not happy waht ever happens.

The arguement about Watchdog is a bit lame!! the programme is just a bunch of worthless wingers nowadays. You only have to watch it for 5 mins to realise the presenters are useless. I mean how many times can you say "so what are you going to do for these people". If they had any idea about helping consumers they wouldnt focus on individual problems they would target the root causes and then really slate companies.

Rant over.

[ian@huth]

Originally Posted by Neil

You were doing what you do every time something comes along that proves ntl have poor customer service, & that's trying to discredit it-I wonder if you would do the same if they came out top for best customer service? (unlikely

Why the emphasis on "proves" as that survey and any other you care to name does not prove anything. All it shows is that an unknown number of respondents answered an unknown number of questions that were worded in an unknown way which resulted in a table based on those answers being drawn up which only represents the views of those customers on the questions asked.

[Neil]

Originally Posted by gary_580

omg how many times does this arguement appear. (and always the same people arguing!)

Neil JUST Maybe NTL dont actually want to be the worlds best customer service company as that comes at a price.

That's the most pathetic thing I think I've ever heard-do you realise just how bad that actually sounds??

Originally Posted by gary_580

They are there to provide a TV, BB and Teleco service, yes they then need to provide customer service but it doesnt have to be the best by any means.

Oh do be quiet-you are talking out of your rear end.

Unhappy customers=no business.

Originally Posted by gary_580

In fact if NTL answers calls within 1 second everytime people called, it would tell us one thing, they are over staffed and therefore the customer is being over charged!.

That is just sheer class! People don't expect calls answered within one second, all they expect is for their problem to be dealt with efficiently, not put the phone down & feel that nothing will happen (I suggest you take a look through the billing forum Gary)

Originally Posted by gary_580

The difficulty is balancing peak demands with cost. OK they no where near do this well or at all maybe but at the end of the day there are always going to be people who are not happy waht ever happens.

So why has it always been the same issues for ntl customers, what does that tell you?

Originally Posted by gary_580

The arguement about Watchdog is a bit lame!!

Not really-it's clearly upset enough people to get on national TV-how is that "lame"?

Originally Posted by gary_580

the programme is just a bunch of worthless wingers nowadays. You only have to watch it for 5 mins to realise the presenters are useless. I mean how many times can you say "so what are you going to do for these people". If they had any idea about helping consumers they wouldnt focus on individual problems they would target the root causes and then really slate companies.

Thanks for sharing your opinions with us there Gary.

Originally Posted by gary_580

Rant over.

Was that a rant? Sorry, I thought it was more of a nonsense spout.

Come back when you have something sensible to say, rather than the nonsensical ramblings of a madman.

Originally Posted by gary_580

JUST Maybe NTL dont actually want to be the worlds best customer service company as that comes at a price.

Made my day that did!

[Stuart]

Originally Posted by ian@huth

Why the emphasis on "proves" as that survey and any other you care to name does not prove anything. All it shows is that an unknown number of respondents answered an unknown number of questions that were worded in an unknown way which resulted in a table based on those answers being drawn up which only represents the views of those customers on the questions asked.

It's also a survery conducted by an unknown company (I had never heard of them before this) and published in a newspaper owned by the same company that owns NTL's main competitor, and has been known to regularly give Sky free publicity (see various Private Eye issues for evidence of this).

Originally Posted by Neil

Made my day that did!

maybe thats because your a sad individual who has got nothing better to do than slate NTL (As you always appear to be doing that)

I dont think it was necessary suggest people are talking from their arse. This is a discussion forum and everyone as there own experiences and opinions. I mean your such an expert that you know exactly how many people have to complain to watchdog before they make a feature for the programme.

[Neil]

Originally Posted by gary_580

maybe because that because you a sad indivual who has got noting better to do than slate NTL (As you always appear to be doing that)

Maybe.

Originally Posted by gary_580

I dont think it was necessary suggest people are talking from their arse.

Then don't make comments that can only have come from there Gary-any business needs to succeed in customer satisfaction, that's the whole point in being in business.

Originally Posted by gary_580

This is a discussion forum and everyone as there own experiences and opinions.

Correct, but you were giving your "opinions" & what's there to discuss about that?

Originally Posted by gary_580

I mean your such an expert that you know exactly how many people have to complain to watchdog before they make a feature for the programme.

There you go again-stating "facts"

Originally Posted by gary_580

JUST Maybe NTL dont actually want to be the worlds best customer service company as that comes at a price.

[Edit]-On a more serious note Gary, how happy would you be paying the going marlket rate for a product, to a company that has no real interest in being high up when it comes to satisfaction awards?

Pipex (for example) has done a similar thing to ntl & bought up several ISPs (a la C&W buyout), yet you don't hear Pipex customers contnually complaining about the same issues year after year do you? (no)

I don;t see ntl achiebing ISO 9001:2000 accreditation for it's systems & processes (it's a British Standard award like a 'kite' mark)

http://www.uknetawards.co.uk/2004/

http://www.uknetawards.co.uk/2003/

No mention of ntl there.

So if you're suggesting it's ok to pay a company that doesn't really want to do well in terms of customer service, then you're even more bonkers than I thought you were!

Look-I'm sorry if I offended you, & I'm always happy to discuss [u]issues[/i], but I can't discuss your opinions.

[ian@huth]

Originally Posted by scastle

It's also a survery conducted by an unknown company (I had never heard of them before this) and published in a newspaper owned by the same company that owns NTL's main competitor, and has been known to regularly give Sky free publicity (see various Private Eye issues for evidence of this).

There are quite a number of survey sites popping up on the internet. Some of these offer rewards for completing surveys and quite often get out of giving the rewards because they say they are screening applicants and you are not in the required target group. This after a number of screening question that were probably all that they were wanting answers for.

Originally Posted by Neil

Then don't make comments that can only have come from there Gary-any business needs to succeed in customer satisfaction, that's the whole point in being in business.

Not true. The company i work for has decided that customer service is of little importance and actively manage their call centre to the lowest level of staff possible


The point in being in business and the only point is to make a profit

Please keep the personal comments out of posts people, or a topic closure will be on the cards.