Its official today NTL and BT are named and shamed

Originally Posted by cos

God help us all , open up the star gate and let me as I now know my sins and realise the error of my ways , joining NTL and trying to make sense of the appalling customer service

[Nikko]

Originally Posted by cos

God help us all , open up the star gate and let me as I now know my sins and realise the error of my ways , joining NTL and trying to make sense of the appalling customer service

I think there should be a larger gap between 'appalling customer' and 'service'

[Chrysalis]

Originally Posted by IanUK

No, no personal insults, I've written a lengthy email to one of the 'executive office' staff asking yet again why I am being continually ignored, which I copied to Mick from the team as he was helping me to try and get someone to answer my complaint.
I've told him exactly what I think of the company he works for in no uncertain terms, but there are no personal insults.

I just wish they would get their act together, they are woefully bad at present

Has Micke made them aware of the cogent issue's in the network problem thread then?

[Derek]

Originally Posted by cos

God help us all , open up the star gate and let me as I now know my sins and realise the error of my ways , joining NTL and trying to make sense of the appalling customer service

Hmmm, I really can't bring myself to read your blog but from reading this thread I can just imagine the letters and E-Mails you have been sending into Ntl (I used to deal with high level complaints before I left). I also have the gut feeling the complaint is actually fairly petty.

As Stuart C said if you want something done being polite works 100 times better than shouting and resorting to personal insults.

If an E-Mail or letter filled with the comments in this thread was passed to me to deal with you would get the bare minimum of customers service. I certainly would not go 'above and beyond'. That may sound harsh but that is the way things happen.

As an Ntl customer I do not feel their service is 'woefully bad', I don't think it is any better or worse than other similar sized organisations. I do find that a lot of people have a perception of Ntl having service problems which can cloud their judgement and cause small issues to become blown up due to the belief that things will go wrong.

[marky]

DEZZO is that the one where you read a letter and show it to a colleague with the words this guy seems really nice i'm going to see what i can do for him


or

what a plonker and file it at the bottom of the inbox

[Derek]

Originally Posted by marky

DEZZO is that the one where you read a letter and show it to a colleague with the words this guy seems really nice i'm going to see what i can do for him

Yep its amazing what a bet of politeness will do for you. I've found myself setting up people broadband connections in my own time after work because of problems they were having. Would I have done that if they were stroppy on the phone or in their e-mails? Would I ****.

Originally Posted by marky

what a plonker and file it at the bottom of the inbox

Possibly , or you save the letters for a t*sser of the week award. Completely unprofessional but great fun.

[IanUK]

As Stuart C said if you want something done being polite works 100 times better than shouting and resorting to personal insults

Agreed, its just a shame it seems to take 100 times before anyone with the knowledge to help you answers the complaint/query, its all very well having 2 people from the 'executive office' answer (even they took 2 weeks), but they just 'pass on' the complaint/query and you are no nearer getting an answer, bit rubbish
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Has Micke made them aware of the cogent issue's in the network problem thread then?

I doubt it, he was only getting someone from NTL to answer me, not passing on info (I think anyway), I mentioned the Cogent problem (its even worse tonight) in my complaint, but I'd guess that will be ignored along with everything else.

[cos]

It just goes to show what unprofessional persons really did work at NTL judging by the comments above Ians, I am not surprised the company was left in such a state absolutley unbelievable. I can concur with the freelance engineers who service NTL customers , unfortunatley these guy are fantastic and do their job as they don't have folk carrying them so I wont repeat any remarks they may have said. But hey guys keep up the good advertising for NTL customer services, newbies will be impressed when they read your comments.
__________________

Originally Posted by IanUK

Agreed, its just a shame it seems to take 100 times before anyone with the knowledge to help you answers the complaint/query, its all very well having 2 people from the 'executive office' answer (even they took 2 weeks), but they just 'pass on' the complaint/query and you are no nearer getting an answer, bit rubbish
__________________



I doubt it, he was only getting someone from NTL to answer me, not passing on info (I think anyway), I mentioned the Cogent problem (its even worse tonight) in my complaint, but I'd guess that will be ignored along with everything else.

Ian Goodluck , dispite being polite on the phone with NTL and dispite what some of these folk imply here , NTL are not providing the service they are contracted to do and like yourself being ignored. I wish you the best of luck. It might be worth making a note to the OFCOM sight and Watchdog if you don't get no joy with in the week.

[Derek]

Originally Posted by cos

It just goes to show what idiots really did work at NTL judging by the comments above Ians,

I assume you mean my comments. Was it the bit where I mentioned that I would bend over backwards to help customers who were pleasant or the bit where I said I would still help customers who were arrogant and annoying but wouldn't do anything extra.

Originally Posted by cos

I am not surprised the company was left in such a state absolutley unbelievable.

Such a state? You mean with losses dropping etc. Sorry to burst the bubble of whatever fantasy land you live in but I only left as I was made redundant. How exactly is Ntl in a state? Perhaps we can have a few more poorly worded pearls of wisdom from you on this subject.

Originally Posted by cos

I can concur with the freelance engineers who service NTL customers , unfortunatley these guy are fantastic and do their job as they don't have folk carrying them so I wont repeat any remarks they may have said.

Agreed there are some good Ntl engineers, there are also some absolutely shocking ones. Just like customer services in Ntl (and every other large organization). You get good and bad everywhere.

Originally Posted by cos

But hey guys keep up the good advertising for NTL customer services, newbies will be impressed when they read your comments.

When they come here with a problem and get it fixed with the help of the Ntl staff who post here (in their own time and without pay) they will be impressed. A lot of problems have been resolved through this site.
If they come here with an attitude that stinks to high heaven and a belief that the world revolves around them then they might get the same level of help you are getting.

[cos]

Originally Posted by dezzo

I assume you mean my comments. Was it the bit where I mentioned that I would bend over backwards to help customers who were pleasant or the bit where I said I would still help customers who were arrogant and annoying but wouldn't do anything extra.




Such a state? You mean with losses dropping etc. Sorry to burst the bubble of whatever fantasy land you live in but I only left as I was made redundant. How exactly is Ntl in a state? Perhaps we can have a few more poorly worded pearls of wisdom from you on this subject.



Agreed there are some good Ntl engineers, there are also some absolutely shocking ones. Just like customer services in Ntl (and every other large organization). You get good and bad everywhere.



When they come here with a problem and get it fixed with the help of the Ntl staff who post here (in their own time and without pay) they will be impressed. A lot of problems have been resolved through this site.
If they come here with an attitude that stinks to high heaven and a belief that the world revolves around them then they might get the same level of help you are getting.

Customer services must be on the up now, if thats how you treated your customers good or bad , not professional is dezzo, in fact very childish when people were paying for a service from their hard earned cash. My customers are my bread and butter and if they have a gripe no matter if they are angry , they have a right to be,if someone can't or won't do their job and give the service they have paid for I get it sorted. I did'nt come here asking for help I came to publicise the poor service still to be expected from NTL , I should'nt had bothered has you have highlighted this fact yourself.

Originally Posted by cos

<snip> I did'nt come here asking for help I came to publicise the poor service still to be expected from NTL , I should'nt had bothered has you have highlighted this fact yourself.

so if I share my experience, where the install went smoothly, my bills have always been correct, calls to customer services have been answered promptly & changes to packages have been actioned, as requested, would I be right in saying NTL are wonderful.

To answer my own question, no, any more than your experience makes what you say about them 'right'. You have had a poor experience, but I cannot see how coming on here to 'publicise' the fact is going to help. In my opinion you would have been better off quoting your blog & asking if anyone could help, rather than calling people 'idiots'.

Originally Posted by cos

Customer services must be on the up now, if thats how you treated your customers good or bad , not professional is dezzo, in fact very childish when people were paying for a service from their hard earned cash. My customers are my bread and butter and if they have a gripe no matter if they are angry , they have a right to be.

I think you are missing Dezzo's point. Customers have a right to be angry and frustrated if they are not getting the service they are paying for, but not insult, nobody should have to put up with that sort of crap from any customer, it is verbal abuse and is unacceptable.

This site has moved on from the days of being just a 'rant' site but is a site for constructive criticism, a place to seek help from others and a place where discussion of various topics is allowed between members.

I have seen some pretty ridiculous comments posted in this thread about ntl owning this site - ntl does not own this site - This site is independent of ntl.

This problem that you are having, cos - I don't think you have passed it through us to pass through our official ntl contact.

[cos]

Originally Posted by Mick

I think you are missing Dezzo's point. Customers have a right to be angry and frustrated if they are not getting the service they are paying for, but not insult, nobody should have to put up with that sort of crap from any customer, it is verbal abuse and is unacceptable.

This site has moved on from the days of being just a 'rant' site but is a site for constructive criticism, a place to seek help from others and a place where discussion of various topics is allowed between members.

I have seen some pretty ridiculous comments posted in this thread about ntl owning this site - ntl does not own this site - This site is independent of ntl.

This problem that you are having, cos - I don't think you have passed it through us to pass through our official ntl contact.

Thankyou for you reply, I did pass it through one of your mods with my account number.

[cos]

Originally Posted by marky

DEZZO is that the one where you read a letter and show it to a colleague with the words this guy seems really nice i'm going to see what i can do for him


or

what a plonker and file it at the bottom of the inbox

Or the one I will show you mine if you show me yours

Last two posts removed. No more personal insults and jibes from anyone will be tolerated in this topic. This is not a public slanging match, please be civil to each other.