Could this be NTLs problem?

[orangebird]

Originally Posted by prolific8

I'm finished with ntl now, but I'm sticking around on this forum to educate people about the dangers of going anywhere near them.

So, personal vendettas must be good for something. If I ever persuade just one person to stay as far away from ntl as possible, I'll have done the world a good service. Which, incidentally, is the opposite of what they'll get if the don't listen.

methinks some people on here need to get a sense of perspective (other than their own...) and a new hobby??

[Stuartbe]

Originally Posted by orangebird

methinks some people on here need to get a sense of perspective (other than their own...) and a new hobby??

Everyone is entitled to there opinion OB....

If a company treat a customer badly they can expect the customer dance a merry jig and tell all there mates that NTL are brill !!!!

[Mr.Moony]

Originally Posted by stuartbe

Everyone is entitled to there opinion OB....

If a company treat a customer badly they can expect the customer dance a merry jig and tell all there mates that NTL are brill !!!!

There is a difference between having an opinion and having a vendetta. Every customer in some way or another will have problems with a certain company at some point during their life. That doesnt mean you can tell everyone who has a problem 'just leave them its for the best' That isnt helping someone thats just robbing Peter to pay Paul.
I think this site is often giving new people a bad attitude from the start and then making things worse. People are showing ntl to be the bad guys and thus advising current customers to 'rebel' against the system which imo would cause them more hassle than giving them good advice and getting it sorted. .Com wasnt like this, in fact Mod's were the first to take personal details and check things out. Now all some can do is beach beach beach. I guess there is always a price for freedom.

[Stuartbe]

Originally Posted by Mr.Moony

There is a difference between having an opinion and having a vendetta. Every customer in some way or another will have problems with a certain company at some point during their life. That doesnt mean you can tell everyone who has a problem 'just leave them its for the best' That isnt helping someone thats just robbing Peter to pay Paul.
I think this site is often giving new people a bad attitude from the start and then making things worse. People are showing ntl to be the bad guys and thus advising current customers to 'rebel' against the system which imo would cause them more hassle than giving them good advice and getting it sorted. .Com wasnt like this, in fact Mod's were the first to take personal details and check things out. Now all some can do is beach beach beach. I guess there is always a price for freedom.

I agree - every customer will have a problem with a company as some stage...

I dont personaly care about the problem - The difference between a good and bad CS is how you deal with it.... Customers problems dont go away if they are ignored..... How many people posting here have sent a letter via recorded delivery to an NTL md and have not even had a response ???

Problems are a fact of life that cant be changed - Dealing with the problem is something that can !!!

[ian@huth]

Originally Posted by Mr.Moony

There is a difference between having an opinion and having a vendetta. Every customer in some way or another will have problems with a certain company at some point during their life. That doesnt mean you can tell everyone who has a problem 'just leave them its for the best' That isnt helping someone thats just robbing Peter to pay Paul.
I think this site is often giving new people a bad attitude from the start and then making things worse. People are showing ntl to be the bad guys and thus advising current customers to 'rebel' against the system which imo would cause them more hassle than giving them good advice and getting it sorted. .Com wasnt like this, in fact Mod's were the first to take personal details and check things out. Now all some can do is beach beach beach. I guess there is always a price for freedom.

Whilst I can agree with much that you are saying your post highlights a big failing of NTL and that is they do not look after assets that they have and use them to help both the Company and its customers. .Com was a very valuable asset and if used properly would have been a great benefit to both the Company and its customers. This site (.co.uk) and others would not have existed if they had looked after .Com and used it to its full potential.

The fact that people have "vendettas" against the Company shows that NTL are not handling situations in the best way. All companies have faults and problems but the way a company handles these problems determines how people affected by that problem react. A good company will use their method of rectification to advance the reputation of the company. Bad handling of the situation will lead to poor customer and staff relations and resultant bad publicity and vendettas. If NTL had a motto "every problem is an opportunity to benefit the Company" and took heed of it then they wouldn't have so much bad feeling against them.

[Escapee]

Originally Posted by Mr.Moony

There is a difference between having an opinion and having a vendetta. Every customer in some way or another will have problems with a certain company at some point during their life. That doesnt mean you can tell everyone who has a problem 'just leave them its for the best' That isnt helping someone thats just robbing Peter to pay Paul.
I think this site is often giving new people a bad attitude from the start and then making things worse. People are showing ntl to be the bad guys and thus advising current customers to 'rebel' against the system which imo would cause them more hassle than giving them good advice and getting it sorted. .Com wasnt like this, in fact Mod's were the first to take personal details and check things out. Now all some can do is beach beach beach. I guess there is always a price for freedom.

Oh but .com was like that before ntl got hold of it.

I am all for the idea of somewhere for the customers to come and get answers to their problem, I dont think anyone will dispute that?

What I did disagree with was the silencing tactics or plain and simple bullying that happened on .com when ntl got the upper hand. Silencing complaints or employees postings is not the way to improve the root problem IMO.

[prolific8]

Originally Posted by ianathuth

If NTL had a motto "every problem is an opportunity to benefit the Company" and took heed of it then they wouldn't have so much bad feeling against them.

Precisely. One of my biggest beefs with ntl is that they just don't seem to learn from previous mistakes. Rather than take the opportunity to see what went wrong and ensure it doesn't happen to another customer (or at least if it does, how to deal with it effectively and to a standard that customer is happy with), they skirt around the problem, blaming other departments and the customer themselves, ad infinitum. In my eyes at least, there is no sense of accountability - and this is why I seek to educate people about the dangers they face with ntl. If ntl aren't willing to improve, then theres no reason anyone who's had problems with before should recommend them to someone else.

And orangebird...what's your problem? A phrase involving the words kettle, pot, black and calling springs to mind.

[Neil]

Originally Posted by prolific8

Precisely. One of my biggest beefs with ntl is that they just don't seem to learn from previous mistakes.

They absolutely don't. ntl, in my experience with them over the last 8 or so years, has never been any different. Lies/BS etc etc.

Rather than take the opportunity to see what went wrong and ensure it doesn't happen to another customer (or at least if it does, how to deal with it effectively and to a standard that customer is happy with), they skirt around the problem, blaming other departments and the customer themselves, ad infinitum.

Spot on again. I've said many time that I don't have a problem with my product failing, but I do have a problem with the BS I receive on the phone.

In my eyes at least, there is no sense of accountability - and this is why I seek to educate people about the dangers they face with ntl. If ntl aren't willing to improve, then theres no reason anyone who's had problems with before should recommend them to someone else.

Couldn't agree more, trying to find someone in ntl to own your problem, is like trying to find the Marie Celeste.

[Stuartbe]

Originally Posted by Neil

They absolutely don't. ntl, in my experience with them over the last 8 or so years, has never been any different. Lies/BS etc etc.



Spot on again. I've said many time that I don't have a problem with my product failing, but I do have a problem with the BS I receive on the phone.



Couldn't agree more, trying to find someone in ntl to own your problem, is like trying to find the Marie Celeste.

As the saying goes in tech -- Take ownership of the problem - and my personal favorate " pro noblem "

[orangebird]

Originally Posted by prolific8

<snip>

And orangebird...what's your problem? A phrase involving the words kettle, pot, black and calling springs to mind.

I think that's a little unfair - I have never once said that ntl are flawless and fantastic at everything they do. I have and still do acknowledge that there are problems with the way they treat SOME customers, unlike some members on here who think ntl are a pile of poo, end of, and that NO-ONE is happy with them.....

[Stuartbe]

Originally Posted by orangebird

I think that's a little unfair - I have never once said that ntl are flawless and fantastic at everything they do. I have and still do acknowledge that there are problems with the way they treat SOME customers, unlike some members on here who think ntl are a pile of poo, end of, and that NO-ONE is happy with them.....

That is true OB....

The problem is that NTL dont seem to want to do anything about stopping the complaints....

This means that CS are dealing with the symptoms and not the problem.

[Mr.Moony]

Originally Posted by stuartbe

The problem is that NTL dont seem to want to do anything about stopping the complaints....

Now thats not true, they are doing various upgrades atm to pretty much all aspects of the ntl network including email and ubr's.

However what I see as one of their key priorities from our side is trying to reduce the level of calls into the TSB. You may also have seen the thread for Broadband Medic which if completed nicely should help us.
With more general problems out of the way, more techs on the floor and a free phone line, it will give tech's more time to collect issues with the network instead of your usb scrub/re-install.
Hopefully when we get a wider scope of the problems in area specific detail these can be escalated and dealt with in a realistic time line. Hopefully they will stay fixed because im going to argue that when they stick a bandage on the mail servers they generaly play up for weeks. That just aint good enough.

[Neil]

Originally Posted by Mr.Moony

Now thats not true, they are doing various upgrades atm to pretty much all aspects of the ntl network including email and ubr's.

However what I see as one of their key priorities from our side is trying to reduce the level of calls into the TSB. You may also have seen the thread for Broadband Medic which if completed nicely should help us.
With more general problems out of the way, more techs on the floor and a free phone line, it will give tech's more time to collect issues with the network instead of your usb scrub/re-install.
Hopefully when we get a wider scope of the problems in area specific detail these can be escalated and dealt with in a realistic time line. Hopefully they will stay fixed because im going to argue that when they stick a bandage on the mail servers they generaly play up for weeks. That just aint good enough.

And what are they doing to address the level of BS that customers receive?

What are they doing to ensure that customer's are dealt with efficiently on the phone?

Even if the issue isn't resolved straight away, it's nice to feel that someone in the company cares about your problem, & is doing something about it instead of putting the phone down & forgetting about it.

[Stuartbe]

Originally Posted by Mr.Moony

Now thats not true, they are doing various upgrades atm to pretty much all aspects of the ntl network including email and ubr's.

Thats great - But as NTL have been promising this for over 4 years in my area you can understand that I am not holding my breath.

FYI - my broadband connection is still crap despite 14 - yes 14 call to TS. I am still on the sh**ty cache1 luton proxy....

Email does not work and has never worked correctly. I do have 4-5 ntl email accounts that my mail server picks up on a shedule. The error log file is normaly packed with cant authenticate user errors.......

Not TS related I know but even after 8 months and 3 letters to CS you still have my surname wrong on the account and master email address - strangely you seem to get it right on the bill !!!

Sorry m8 - nothing personal but there is only so much BS I can be given before I cease to believe anyone from NTL......

The boy that cried wolf springs to mind.....

This may seem a short sighted opinion but this has been my experience and that is all I have to go on....... If someone from NTL contacted me and took the time and care, made sure the problem was resolved I would gladly eat my hat !!!!..........Still its not going to happen is it ??

[Mr.Moony]

Well I am sorry to hear Stuartbe.
If you ever do need my assistance from the technical side please feel free to PM. This goes to all members.