NTL think that they own this site ?????????

Originally Posted by stuartbe

Or lack of giving a t**s about the customer

Sorry Stu but that is just OTT - How does one persons confusion about .com v .co.uk translate in to this, I have seen more than one person get confused by the two on this site. !!

[Stuartbe]

Originally Posted by pem

Sorry Stu but that is just OTT - How does one persons confusion about .com v .co.uk translate in to this, I have seen more than one person get confused by the two on this site. !!

If it was just that then you would be correct.... However its NOT !

I know for a fact that they could not care less about my custom. They did not even have the curtesy to ask why I was leaving....

Still you are entitled to your opinion ! Maybe it would be different if you had send 12 letters to the MD's that were ignored and spoken to TS nearly 30 times and nothing was done !

While I can understand that there has been some confusion over sites, its not rocket science or hard to distinguish from the two and someone employed in the capacity to resolve a complaint, ought to know the difference IMHO.

[abailey152]

Originally Posted by Mick

While I can understand that there has been some confusion over sites, its not rocket science or hard to distinguish from the two and someone employed in the capacity to resolve a complaint, ought to know the difference IMHO.

Dead right!

[Shaun]

Originally Posted by abailey152

Dead right!

And to be fair, how long does it take to log on and have a look at the main page where it clearly states "Remember that nthellworld.co.uk is not owned by Ntl."

I fear it could be the return of the Ntl BS again, we haven't seen any for a while, maybe its trying to make a comeback like Peter Andre, nether are a good thing IMHO

[David25]

The CSR should have known the difference, and certainly should not have guessed at an answer.

However, if NTL had a serious online support policy then the mistake would not have been made IMO.

[Ramrod]

Originally Posted by ianathuth

Today I have just received a call from Catherine in Customer Liason in Nottingham who wanted to talk to me about the complaints.

On the pricing of NTL services she said that their market research showed NTL products to be very competitively priced and where else could I get broadband for £8 a month. I told her that this was only a special offer given to me by their retention department and that it was soon to expire and that I would then look at their pricing and move my telephone and broadband to other suppliers if it was beneficial to me.

The next bit was the killer though. She said that nthellworld had been temporarily closed under review but was now back. As I was sat at my computer at the time I immediately clicked on the dotcom link and got the usual holding page. I told her that I had just tried to access the dotcom site and it wasn't back. She then said that it wasn't dotcom but nthellworld.co.uk. When I told her that .co.uk wasn't owned by NTL she said that it was and would check with someone else. She put me on hold and then came back with the story that whilst nthellworld.co.uk was run by someone else on NTLs behalf it was still owned by NTL. Another session on hold whilst she spoke to yet another person resulted in her coming back and saying that they still thought that .co.uk was owned by them and she would email me later when she had checked further.

Where is the 'jaw hits the ground smilie'?

[MovedGoalPosts]

Originally Posted by Ramrod

Where is the 'jaw hits the ground smilie'?

You mean this one?

[threadbare]

Originally Posted by David25

The CSR should have known the difference, and certainly should not have guessed at an answer.

However, if NTL had a serious online support policy then the mistake would not have been made IMO.

CSR's aren't nesessarily going to be net savvy and confusion between co.uk and com is easy (as other ppl have rightly pointed out). you also have to remeber that what happened to nthw.com and nthw.co.uk was something ppl outside of the community are, at best, only going to be vaguely aware of.

[David25]

Anyone can make a mistake, that's fair enough, nobody is perfect, the CSR should have known, but I don't blame them that they didn't. I still maintain that a properly communicated online support policy would have made such a mistake virtually impossible to make.

[threadbare]

Originally Posted by David25

Anyone can make a mistake, that's fair enough, nobody is perfect, the CSR should have known, but I don't blame them that they didn't. I still maintain that a properly communicated online support policy would have made such a mistake virtually impossible to make.

agreed

[Russ]

Originally Posted by threadbare

CSR's aren't nesessarily going to be net savvy and confusion between co.uk and com is easy (as other ppl have rightly pointed out). you also have to remeber that what happened to nthw.com and nthw.co.uk was something ppl outside of the community are, at best, only going to be vaguely aware of.

But she wasn't just a CSR!!!!

[poolking]

At the moment, NTL think that they're an ISP, so I believe they are delusional.

[threadbare]

Originally Posted by Russ D

But she wasn't just a CSR!!!!

no she was someone who deals with complaints. either way she is outside of the nthw community an unaware of the difference between .com and .co.uk

[Russ]

Originally Posted by threadbare

no she was someone who deals with complaints. either way she is outside of the nthw community an unaware of the difference between .com and .co.uk

I disagree. If you make a complaint to someone whose job it is to deal with such, you expect them to be more knowledgeable than frontline staff, or CSRs. Employees who deal with complains should have enough resources around them to be able to answer these types of questions about the company. Not only did she fail this but so did the person she conferred with.