Green box doors left open - Page 9

altis · 06-06-2005, 14:47

I can report that the aforementioned box in Knutsford is now shut - or at least is was on Saturday lunchtime.

See, it does work after all

zoombini · 06-06-2005, 17:29

Most of the time when I see NTL boxes, the top is mising it's paint & showing the Galvanised casing. No harm to it but it shows the poor quality if it comes off so easily.

sollp · 06-06-2005, 20:46

Quote:

Originally Posted by jonifen

Please define one of these "less desirable areas" you mention... are you talking about council estates??
Seeing as the majority of NTL customers could come from council estates... if these boxes are so often vandalised and they all need engineers to fix their problems, surely it would be better to fix the box with a better and stronger model and eliminate such happenings to re-occur in the future?

It's all very well continually fixing something - it keeps NTL's engineers in jobs, but it certainly wont keep customers if they keep losing their services through NTL's inability to install adequate housing for their equipment out on the streets!!

Belive me it won't keep NTL engineer's in jobs, whether they need fixing or not!
__________________

Quote:

Originally Posted by sweaty

Ok an example. BT box at end of my estate. council estate, mostly now private ( does this count) Been there since 1974, sat on, drawn on ,p##ssed on etc. ive worked in it, solid as a rock. Few licks of paint...very rarely! but its never open and on the odd occasion, its been shut within hours. NTL, newest cabinet in ex C&W area 2001, fell off when i opened it, won't shut , had to tape it together. NUFF SAID

Yes i think a Challenger tank might come off worse if it hit one of those.

sweaty · 07-06-2005, 01:36

when a BT cabinet is uplifted (i.e changed for a newer one) the old one normally stays put cos its too damn difficult to move, i think they grow roots!

nfs6600 · 08-06-2005, 12:10

Quote:

Originally Posted by Paul

Is there a department in NTL that handles green box queries? If so maybe they should let people contact them by email?

There is indeed. However giving the public an email address to report open cabs simply wouldn't work. We need acurate information, postcode, street name and if possible cab number. There is also the high possibility that people will abuse this email address to get in touch with ntl regarding other matters. In an ideal situation we should have these reported directly, this would reduce the information being passed onto the wrong department by the CS agent. Simply put, we wouldn't have the manpower to do it

ian@huth · 08-06-2005, 12:59

Quote:

Originally Posted by nfs6600

There is indeed. However giving the public an email address to report open cabs simply wouldn't work. We need acurate information, postcode, street name and if possible cab number. There is also the high possibility that people will abuse this email address to get in touch with ntl regarding other matters. In an ideal situation we should have these reported directly, this would reduce the information being passed onto the wrong department by the CS agent. Simply put, we wouldn't have the manpower to do it

Why would people abuse the email address with queries meant for another department? To be able to use the email address they have to know that it exists. If the address is listed together with email addresses for all other queries then it's simply a matter of choosing the right address for the query you have. The only reason then that I could see for people abusing the green box query address would be if they are not getting any response from emails sent to the correct address. Of course this will only work if NTL acknowledge receipt of all emails and respond to them which unfortunately doesn't always happen. The remedy is in NTL's hands and if they do the job correctly customers will be more than ready to help them.

Stuart · 08-06-2005, 12:59

Quote:

Originally Posted by nfs6600

There is indeed. However giving the public an email address to report open cabs simply wouldn't work. We need acurate information, postcode, street name and if possible cab number. There is also the high possibility that people will abuse this email address to get in touch with ntl regarding other matters. In an ideal situation we should have these reported directly, this would reduce the information being passed onto the wrong department by the CS agent. Simply put, we wouldn't have the manpower to do it

An email wouldn't be a good idea. I think,however, a web-based form that just asks for the relevant details would be good. This system could then email whoever needed.

nfs6600 · 08-06-2005, 13:05

Quote:

Originally Posted by scastle

An email wouldn't be a good idea. I think,however, a web-based form that just asks for the relevant details would be good. This system could then email whoever needed.

Yes but again this would be subject to abuse I feel. We once had a customer cancellation line which customers used if they wanted to cancel a technician attending. 2 days after going live it was under abuse. Word had obviously spread of it's short call q's and people called wanting to report faults and demanding engineers. it got so bad that it was taken down around a week after going live.

There is no easy answer on reporting of open cabs. Most departments don't know who to send it to. Often we get an email from another department who recieved the information in error. I webbased form for employees I think would be better to ensure its passed to the correct Team

jonifen · 08-06-2005, 13:20

Quote:

Originally Posted by nfs6600

Yes but again this would be subject to abuse I feel. We once had a customer cancellation line which customers used if they wanted to cancel a technician attending. 2 days after going live it was under abuse. Word had obviously spread of it's short call q's and people called wanting to report faults and demanding engineers. it got so bad that it was taken down around a week after going live.

There is no easy answer on reporting of open cabs. Most departments don't know who to send it to. Often we get an email from another department who recieved the information in error. I webbased form for employees I think would be better to ensure its passed to the correct Team

If the online form is designed to only allow bits of info, it would only work for box reporting... i.e. combo boxes for postcode where the box is (one for each character of the postcode). A number box for entering in nearest building number and another combo box to select type of problem (doors open/missing, road accident etc) and a button to submit it.

Perhaps make people login to the site using their account login - would stop anyone just filling it in willy-nilly...

Quote:

Originally Posted by ian@huth

The remedy is in NTL's hands and if they do the job correctly customers will be more than ready to help them.

indeed. I reported the box near us a few weeks ago... the door is propped up against the box, but still not on its hinges. I will be calling them again later. If we all made a point of reporting boxes when they're left open or vandalised or the doors are missing, NTL should realise the trend of more calls for such issues and the powers that be should do something about it. No call centre can continue to take so many calls for such issues.

ian@huth · 08-06-2005, 13:45

Quote:

Originally Posted by nfs6600

Yes but again this would be subject to abuse I feel. We once had a customer cancellation line which customers used if they wanted to cancel a technician attending. 2 days after going live it was under abuse. Word had obviously spread of it's short call q's and people called wanting to report faults and demanding engineers. it got so bad that it was taken down around a week after going live.

There is no easy answer on reporting of open cabs. Most departments don't know who to send it to. Often we get an email from another department who recieved the information in error. I webbased form for employees I think would be better to ensure its passed to the correct Team

That response says a lot for NTL's systems (or lack of them).

Customers will usually only abuse a system if the correct method is getting them nowhere. Why do you think that this site was started in its many incarnations and still exists today. Customers (and NTL staff) need to know who to contact and how for a given situation. They need feedback on how their query / problem is being dealt with.

Going back to the cancellation line you mentioned could this not have been a menu item on the telephone system with no human intervention during the call?

Press 6 to cancel an engineer visit.
please enter your customer reference number after the tone.
in case we need to cantact you regarding this cancellation please give a contact telephone number after the tone.

This could then generate a printout at the appropriate department or whatever means of informing them, maybe ringing the cancellation department and repeating the information to them.

When setting up the engineer visit the NTL agent could inform the customer of how to cancel the visit and what information would be needed to do so advising them of their customer reference number which would be needed.

jonifen · 08-06-2005, 17:21

Quote:

Originally Posted by ian@huth

That response says a lot for NTL's systems (or lack of them).

Customers will usually only abuse a system if the correct method is getting them nowhere. Why do you think that this site was started in its many incarnations and still exists today. Customers (and NTL staff) need to know who to contact and how for a given situation. They need feedback on how their query / problem is being dealt with.

Indeed. Where I work is no different though... companies need to learn. They need to research such things properly and design their systems around this. Like ian@huth said, if people dont have an option to report something through the right route, they'll choose the one that gets their query dealt with in the quickest time possible (or for someone to tell them which option is the right one to take).

nfs6600 · 08-06-2005, 19:19

Quote:

Originally Posted by ian@huth

Going back to the cancellation line you mentioned could this not have been a menu item on the telephone system with no human intervention during the call?

Press 6 to cancel an engineer visit.
please enter your customer reference number after the tone.
in case we need to cantact you regarding this cancellation please give a contact telephone number after the tone.

This could then generate a printout at the appropriate department or whatever means of informing them, maybe ringing the cancellation department and repeating the information to them.

if only it were that easy. I work in a non customer facing department that replies on information being passed onto us effectivly regarding cancellations. This cancellation line was implemented into our call queue in an effort to drive down wasted service calls. It was useless as the majority of people called to report a fault. Most where given the direct number by CMC!!

fudge · 10-06-2005, 12:54

I phoned c s the other week because i saw the door of the green box which im conected too off and the lock looked damaged , today i had to have someone out as my internet went down and the engeneer told me that a new lock has been put on it, its good to here that ntl checked it out and have repaired that one.

Jonboy · 10-06-2005, 17:30

the green box just down the road from me is allways open the geezer comes and locks it up and within hours its open again . infact i recon it runs better open cools the lines down

COOPERMAN · 10-06-2005, 17:40

Mine was just open. Closed it with a long screwdriver. Not sure if engineers left it open or brats had tampered with it.