New name, same old rubbish NTL customer service - Page 2

Justy · 10-02-2007, 18:02

Guys and ladies... I've been calling customer services and sales over the last few days. Great service. Reps are now answering calls giving you their full names and perfect attitudes.... keep up the good work!

bonzoe · 10-02-2007, 18:18

My recent calls to CS have all been dealt with quickly, efficiently and politely.

CS should not be compared with a 999 service!

jerryl · 10-02-2007, 19:01

since ntl changed to virgin my ping rate has been sorted, maybe because i was complaining to NTL for the past 7 months they actually did something. but i dont know if it will keep going like this :P

hong kong phooey · 13-02-2007, 00:35

Quote:

Originally Posted by fireman328

WOW, what an optimist. As was well said in a previous post, dont get your hopes up because the of the new paintwork, its the same managers and the same attitudes and until a fundamental change is made this site will continue to exist, to goad the senior management to actually kick ass or get kicked. So long as the status quo is maintained and and customers come second it will remain a second class service.

ok - i was being optomistic! however, there are some damn good people there on the phones and they try their hardest to help - well the ones ive dealt with have - cant comment on the managers. Arnt there or wernt there a lot of job cuts?

shugdot · 13-02-2007, 15:55

I must admire Toto for his optimism. My experiences with CS since Friday leave a lot to be desired. I am so disappointed that I am ready to leave for Sky. Broadband won't be as good as cable but if Sky want my money and Virgin Media don't want the extra money I was thinking of putting their way then I see no point in putting up with bad service. I thought I would have given Virgin Media longer to settle in but I have gone off the idea.

Tristan · 13-02-2007, 23:22

What a difference four days makes... 72 little hours...

I phoned Virgin again this afternoon. Wow.

Just like last week, I went for option 2, change your package. This time, instead of some dimwit who'd never heard of the VIP package, I spoke to a friendly Mancunian (I didn't know there were such things!) who just sorted everything out for me. Everything.

He knew what the VIP pack was. He could see from my notes that I'd tried to order it last week. He booked the installation for me -- for the day after tomorrow. Perfect.

Well okay, not quite perfect. I still don't understand why I need a second bill and a second direct debit for the broadband -- if somebody could explain this madness to me, I'd be grateful. I also don't understand why I can't have the extra channels and faster broadband until the V+ box is installed, but nevermind, it's only two days.

In total, I was on the phone for 12 minutes, and spoke to just one person. That's exactly how it should be. If this had happened when I tried to call last week, I'd have been perfectly happy. I have a feeling that had this same guy answered the phone last before, everything would have been okay, but instead it was a complete muppet who couldn't do his job properly.

So anyway, all's well that ends well. Much of the damage has been repaired, and I no longer think that *all* the CS staff are terrible. Now let's just hope the V+ installation is painless...