ntl worst service in UK in poll - Page 4

ian@huth · 07-03-2005, 13:54

Quote:

Originally Posted by Neil

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And I was 100% correct-I pay attention to what foes on regarding my site Ian.

In this case yes, good memory.

Quote:

Originally Posted by Neil

Agreed-just as you did, but if you hadn't been offered it you would have been a BT customer now, yes?

Yes I would.

Quote:

Originally Posted by Neil

Those are budgeted for Ian, CS cock up/rebates aren't.

Are you sure, I would hazard a guess that thay are all budgeted for. Still doesn't alter the fact that a discount doesn't always indicate a dissatisfied customer.

Quote:

Originally Posted by Neil

Perhaps, but it's only been a few hours.

How quickly do you think ntl would respond to a similar email query do you think?

Not emailed NTL for a while but my last email was to Simon Duffy and replied to in less time than the one to IMRA who may not even reply.

Neil · 07-03-2005, 13:57

Quote:

Originally Posted by ian@huth

Not emailed NTL for a while but my last email was to Simon Duffy and replied to in less time than the one to IMRA who may not even reply.

Another poor comparison Ian.

You didn;t email the CEO of IMRA, you emailed their CS/equivalent.

Let me ask you this....

How long do you think it would take ntl CS to respond to an email enquiry from their website?

ian@huth · 07-03-2005, 14:02

Quote:

Originally Posted by Neil

Another poor comparison Ian.

You didn;t email the CEO of IMRA, you emailed their CS/equivalent.

Let me ask you this....

How long do you think it would take ntl CS to respond to an email enquiry from their website?

Presumption, how do you know who I emailed and what I asked?

Looking back through old emails I have a couple that were replied to within the hour, some took a few days though and some never got a response. Don't make the assumption that all these were complaints about my services, they weren't.

Neil · 07-03-2005, 14:06

Quote:

Originally Posted by ian@huth

Presumption, how do you know who I emailed and what I asked?

It was presumption, but feel free to correct me if I'm wrong.

Quote:

Originally Posted by ian@huth

Looking back through old emails I have a couple that were replied to within the hour, some took a few days though and some never got a response. Don't make the assumption that all these were complaints about my services, they weren't.

I never mentioned a complaining email, I just asked you how long you thought it would take someone to get a reply from ntl (something that you still have not answered

)

ian@huth · 07-03-2005, 14:11

Quote:

Originally Posted by Neil

It was presumption, but feel free to correct me if I'm wrong.

I never mentioned a complaining email, I just asked you how long you thought it would take someone to get a reply from ntl (something that you still have not answered

)

I did answer with times it took me to get a response if you look again.

If you look back through this thread you will find several questions that you have chosen not to answer, just cherry picked the ones that suited you.

I suppose we had better pack this in or one of those mod types will be along to rap our nuckles.

Jason1 · 07-03-2005, 14:20

cant believe this rant is still going on ntl's customer service is crap always has been and always will be end of. Dont need no polls to tell us this just dial 0800 052 2000 see for yourself

**Paul** · 07-03-2005, 14:27

Quote:

Originally Posted by Jason1

cant believe this rant is still going on ntl's customer service is crap always has been and always will be end of. Dont need no polls to tell us this just dial 0800 052 2000 see for yourself

I do, when I have a problem, and the service has not been 'crap' yet.

Neil · 07-03-2005, 15:17

Quote:

Originally Posted by ian@huth

I did answer with times it took me to get a response if you look again.

What you have done is tell us how long it took you to get a reply!

That's very different as to how long you think it will take to get a reply.

Quote:

Originally Posted by ian@huth

If you look back through this thread you will find several questions that you have chosen not to answer, just cherry picked the ones that suited you.

You should know me better Ian

I am not one to avoid anything, & I have not intentionally dodged any questions.

Quote:

Originally Posted by ian@huth

I suppose we had better pack this in or one of those mod types will be along to rap our nuckles.

Leave them to me!

scrotnig · 07-03-2005, 15:32

Quote:

Originally Posted by Jason1

cant believe this rant is still going on ntl's customer service is crap always has been and always will be end of. Dont need no polls to tell us this just dial 0800 052 2000 see for yourself

Sorry, but whilst I agree with a lot of what Neil says, it isn't crap all the time and I have much evidence to prove it. There are plenty of good people in ntl who work really hard to provide a decent service, and manage it successfully, myself being one such person.

But it is right to say that way too often the standard of service is not up to scratch.
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Quote:

Originally Posted by ian@huth

Not emailed NTL for a while but my last email was to Simon Duffy and replied to in less time than the one to IMRA who may not even reply.

Well done on that Ian, because he's never once replied to any of mine

Neil · 07-03-2005, 15:35

Quote:

Originally Posted by scrotnig

Sorry, but whilst I agree with a lot of what Neil says, it isn't crap all the time and I have much evidence to prove it. There are plenty of good people in ntl who work really hard to provide a decent service, and manage it successfully, myself being one such person.

Lo 'Scrot

As you will be aware, I am very clear when I post about 'ntl monkeys'

These are the idiots that cause customers to come here & seek help from people like you.

Also-If those monkeys didn't exist, then this site would not be here.

Now, where were we??

Quote:

Originally Posted by Scrotnig

But it is right to say that way too often the standard of service is not up to scratch.

And the poll referred to at the start of this thread would support what you (an ntl employee) have just said.

Ignition · 07-03-2005, 15:40

BT at number 2 is a bit of a surprise they've been pretty good to me in my dealings with them.

NTL CS sucks in a lot of cases, simple as. It's what happens when you have undertrained undermotivated staff being run by managers whose main metric is how many calls can be processed in what period of time, rather than sensible metrics such as 1st time problem resolution, customer satisfaction and other things that obviously aren't as sexy on the stats.

Quite shocked when I saw that a Telewest trainee CSR was receiving training in the HFC network. Most of ntl's CSRs and even TSB wouldn't know a node or tap if you hit them with it, simply because no-one in ntl feels the need to train them properly.

Re: NTL placing a certain amount on how much they want to spend to achieve a quality of customer service: bingo. All those in power at ntl (the people whose money saved it from bankruptcy) care about it getting their money plus extra back. They really don't care what happens as far as customers go, that's Simon Duffy's problem with whatever resources they let him have (an unenviable job, getting grief from above and below!)

Neil · 07-03-2005, 15:44

Quote:

Originally Posted by Ignition

BT at number 2 is a bit of a surprise they've been pretty good to me in my dealings with them.

NTL CS sucks in a lot of cases, simple as. It's what happens when you have undertrained undermotivated staff being run by managers whose main metric is how many calls can be processed in what period of time, rather than sensible metrics such as 1st time problem resolution, customer satisfaction and other things that obviously aren't as sexy on the stats.

Spot on!!

Always been the same for ntl, stats mean prizes to Hussain & his cronies.

Quote:

Originally Posted by Ignition

Quite shocked when I saw that a Telewest trainee CSR was receiving training in the HFC network. Most of ntl's CSRs and even TSB wouldn't know a node or tap if you hit them with it, simply because no-one in ntl feels the need to train them properly.

Same again, ntl have very backward thinking when it comes to training.

Quote:

Originally Posted by Ignition

Re: NTL placing a certain amount on how much they want to spend to achieve a quality of customer service: bingo. All those in power at ntl (the people whose money saved it from bankruptcy) care about it getting their money plus extra back. They really don't care what happens as far as customers go, that's Simon Duffy's problem with whatever resources they let him have (an unenviable job, getting grief from above and below!)

I've been saying this for a loooong time regarding ntl, the rot starts at the top, & the rot at the top don't give a stuff about customers.

ian@huth · 07-03-2005, 15:47

Quote:

Originally Posted by Neil

What you have done is tell us how long it took you to get a reply!

That's very different as to how long you think it will take to get a reply.

Neil, am I going

or are you?

If that is how long it took me to get a reply I can only assume that this would be the answer. Are you suggesting that if it took me a couple of hours to get a reply then I should answer with two days?

Quote:

Originally Posted by Neil

You should know me better Ian

I am not one to avoid anything, & I have not intentionally dodged any questions.

Leave them to me!

one example:

Quote:

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?

Chris W · 07-03-2005, 15:50

Quote:

Originally Posted by Jason1

cant believe this rant is still going on ntl's customer service is crap always has been and always will be end of. Dont need no polls to tell us this just dial 0800 052 2000 see for yourself

I just did that because i needed the PIN resetting on 3 of my STBs (for some reason you can no longer do it through the engineers menu- grr) Took me 20 seconds to get through the options (entering phone number chosing option 5 etc etc) and then the call was answered immediately. Total call duration 2mins 10seconds.

Ignition · 07-03-2005, 15:50

Quote:

Originally Posted by Neil

I've been saying this for a loooong time regarding ntl, the rot starts at the top, & the rot at the top don't give a stuff about customers.

Not really Simon Duffy's fault, I'm quite sure he wants to do it right, but he's constrained by the board, whose primary interest, as you'd expect from investment companies, is the dollar / pound signs.