NTL Not interested in long standing customers

Originally Posted by Mark B

For my part, on the odd occasions I have to have anything done on my account, I phone up through the normal channels from home, this is interesting to see how it gets dealt with.

I realise my account is flagged as staff, but you'd be surprised how many people miss that.

When I moved house recently, I didn't tell the installer who came that I was staff, because I wanted to see how it went, and it was all done very well.

Not everyone who uses ntl has a bad experience. I do get to see both sioes in my job.

What annoys me is that the customer i was with this morning knew and expected me to remove spyware that had been loaded on his machine when he installed Kazza. He had reported the fault as no BB to get someone out. I told him that it was not my job and that he could be billed for the call out as it is his equipment that was at fault. He then said if i did bill him he would just leave. Then i was asked about the latest offer that his friend had received when joining NTL. He said i want that. When i told him i was just a engineer and that i could not give him that offer i was asked to leave. I received a call later to say he had complained about my "attitude".

[Florence]

That is disgusting and I think perhaps some customers was told explicitly that they join on a 12 month contract with a special offer and its the only one they have and entitled to.

[Neil]

Originally Posted by gooner4life

Lol treats you like what? they say you cant have a service for half price just because you feel like it? they are priced for a reason Neil you're anti ntl tripe is really starting to grate now you are unbelievably childish.

I suggest you go back & read it again.

My problem is not what has happened, but the way in which it has happened.

For an employee of any company to say to a customer that they can just go elsewhere is simply disgusting.

Don't try to make my posts out to be something that they are not please.

[Florence]

Chill guys everyone can always read more into a post than what is there. Lets not get heated under the coller.

[ian@huth]

Having read through this thread a couple of points spring to mind:

Pricing of any companies products is based upon a model and prices would have to increase if deviation from the model became widespread.

If a company is to invest in improving its products it will not have the cash to do so if it is constantly giving it back to customers as rewards or bribes.

Originally Posted by ianathuth

Having read through this thread a couple of points spring to mind:

Pricing of any companies products is based upon a model and prices would have to increase if deviation from the model became widespread.

If a company is to invest in improving its products it will not have the cash to do so if it is constantly giving it back to customers as rewards or bribes.

[danielf]

Originally Posted by ianathuth

Having read through this thread a couple of points spring to mind:

Pricing of any companies products is based upon a model and prices would have to increase if deviation from the model became widespread.

If a company is to invest in improving its products it will not have the cash to do so if it is constantly giving it back to customers as rewards or bribes.

Another thing that comes to mind is that these new customer offers are for people that will then be locked in a 12 month contract. Existing (long term) customers can leave whenever they want. To me it seems silly to expect that an existing customer can get the same discount as someone who will have to stay with the company for another year.

[Neil]

Originally Posted by danielf

Another thing that comes to mind is that these new customer offers are for people that will then be locked in a 12 month contract. Existing (long term) customers can leave whenever they want. To me it seems silly to expect that an existing customer can get the same discount as someone who will have to stay with the company for another year.

So you only care about the people that are "locked in"?

That's a very short sighted point of view IMO, surely it would be better to offer a customer taking his £960.00 elsewhere some kind of incentive to stay?

No customers=no business.

[orangebird]

Originally Posted by Neil

I'm not suggesting you can't.

What I'm saying is that you get your services at a discounted rate (I know how much-I use to get it myself )

It's also much easier for you to get things sorted (was same for me), so you comparing your services to someone who pays full price, & has to go through the normal channels to gets issues resolved isn't quite a fair comparison IMO.

That's crap Neil - associates have to phone CS, the same as any customer does.

[Neil]

Originally Posted by orangebird

That's crap Neil - associates have to phone CS, the same as any customer does.

Not "crap" at all.

Yes they have to phone CS, but there is a vast difference between phoning as an external customer, & phoning when you have 'staff' flagged up on your account.

I know the difference-I experienced it myself 1st hand.

I'm not saying that's wrong per se, it happens in every business, the point I was making was that the associated that posted wasn't making a fair comparison.

why dont people understand that discounts are a marketing ploy to get NEW customers in the hope that they will stay. If you're prepared to go elsewhere after your contracted period has expired then your never going to be a long term customer so why should they bother offering you a free month etc

When you signed up you knew the price and what you were going to get in terms of services. If this hasnt been up to your expectations then walk, if your happy with the services then you should be happy about the price that you are paying. What would one months free BB actually do? well it would give you a short burst of "oh NTL are great syndrome" when in fact nothing has changed.

My view is pay the money and shut up or walk.

[scrotnig]

Originally Posted by Neil

So you only care about the people that are "locked in"?

That's a very short sighted point of view IMO, surely it would be better to offer a customer taking his £960.00 elsewhere some kind of incentive to stay?

No customers=no business.

Neil they do, there's a large programme of retention tools available, that is the company's policy and is indisputable because I used to do the job.

[Neil]

Originally Posted by Mark B

Neil they do, there's a large programme of retention tools available, that is the company's policy and is indisputable because I used to do the job.

Mark-with respect.....

You can't say "they do", because is it clear from the thread starter's post that "they don't"!

The only point that I am trying to make is that any company that lets nigh on £1000 per year's worth of business go that easily clearly doesn't give a you know what, & must have a very arrogant attitude towards it's customers.

[SMHarman]

Originally Posted by Neil

So you only care about the people that are "locked in"?

That's a very short sighted point of view IMO, surely it would be better to offer a customer taking his £960.00 elsewhere some kind of incentive to stay?

No customers=no business.

The discount they offered me (a customer of about 4 years standing with two STBs and 1.5Mb CM (oh and that damned phone line) was free phone line rental for a year - just like new customers. But is was contingent on me locking into BB or DTV for another 12 months, so they have locked in my revenue stream by offering the discount.

[Neil]

Originally Posted by gary_580

why dont people understand that discounts are a marketing ploy to get NEW customers in the hope that they will stay.

I think they do.

Originally Posted by gary_580

If you're prepared to go elsewhere after your contracted period has expired then your never going to be a long term customer so why should they bother offering you a free month etc

Because it's better from a business point of view to retain a customer than lose their business.

Originally Posted by gary_580

When you signed up you knew the price and what you were going to get in terms of services. If this hasnt been up to your expectations then walk, if your happy with the services then you should be happy about the price that you are paying. What would one months free BB actually do? well it would give you a short burst of "oh NTL are great syndrome" when in fact nothing has changed.

It may equate to the fact that the market has changed in the last 12 months, & packages/prices have come down too-why should you pay "X" company £1000 per year for their product, when you can get the equivalent package for £800 per year elsewhere?

Originally Posted by gary_580

My view is pay the money and shut up or walk.

Do you work for ntl by any chance?