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NTL Customer Services: Your personal experience
View Poll Results: My personal experience of NTL CS has been:
I've never had any trouble from them 153 16.85%
Generally OK, occasional hassle 206 22.69%
Very hit'n' miss, about 50/50 174 19.16%
They normally mess it up 163 17.95%
Completely awful, every day of the week 212 23.35%
Voters: 908. You may not vote on this poll

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Old 16-09-2004, 10:32   #481
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Re: NTL Customer Services: Your personal experience

Quote:
Originally Posted by orangebird
So, if ntl cs really is that crap, why does the poll suggest that the majority of the time it's generally OK?
At the time of writing this reply. 29.09% of people have responded to the effect that NTL CS is always or almost always useless, with another 20.73% voting 50/50. Splitting that very crudely, for those people that would mean that around 10% of the time NTL is useless and screws up. Taken as a whole that means we're looking at about 40% of votes effectively being cast to damn NTL.

So, you are technically correct when you say that a majority of people find it generally ok, but you'd also be technically correct if 51% said they were ok and 49% said they were useless. In this context a simple majority has very little real meaning. You need to take a look at the figures involved, and if 40% of votes are expressing dissatisfaction then I think that any attempt to make arguments about a majority vote is specious reasoning at best.

If you think that the poll indicates that customer services are generally OK then you really need to look at the results again. In a CS context 40% dissatisfaction should be viewed as an outstanding failure on the part of NTL.
 
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Old 17-09-2004, 18:45   #482
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Re: NTL Customer Services: Your personal experience

My inkling from the outside looking in is that NTL is a bit of a monolithic system that works the way it does for historical reasons - mergers, new technologies like broadband, etc.

I.e. if you were 'building' NTL from scratch you wouldn't do it the way it is know, but the fact is, to quote RUN DMC: It's like that, and that's the way it is.

With organisations like this - and I work for one - the issue when you call CS is: do you have a problem that the system works well to fix, or not? Sometimes it can be seemingly simple and trivial things that there just isn't a button to click that'll give you the answer or perform the action, so if you call with one of those problems you'll get frustrated.

CS people in any organisation want to fix your problem. They don't want you shouting at them, they don't want a long argument 2 mins before their shift finishes. It's a nice feeling to be able to sort someone's problem out. So you'll get those calls back when promised if the system co-operates, and you won't if it doesn't.
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Old 03-10-2004, 11:05   #483
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Re: NTL Customer Services: Your personal experience

I am having a nightmare with them.. I cannot get through to CS as it cuts me off after telling me how long I might have to wait.. I emailed them, took a week to get a reply, which refered me to then call them, which I can't..
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Old 03-10-2004, 11:21   #484
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Re: NTL Customer Services: Your personal experience

Quote:
Originally Posted by SamanthaFu
I am having a nightmare with them.. I cannot get through to CS as it cuts me off after telling me how long I might have to wait.. I emailed them, took a week to get a reply, which refered me to then call them, which I can't..
Hi, why not share your experiences/problems with us, perhaps someone may be able to help.
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Old 03-10-2004, 16:48   #485
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Re: NTL Customer Services: Your personal experience

Quote:
Originally Posted by SamanthaFu
I am having a nightmare with them.. I cannot get through to CS as it cuts me off after telling me how long I might have to wait.. I emailed them, took a week to get a reply, which refered me to then call them, which I can't..
Exactly the same happened with me recently. I'm now off to BT instead (though due to a lot more than just this, but this was pretty much the final straw).
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Old 03-10-2004, 17:10   #486
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Re: NTL Customer Services: Your personal experience

Quote:
Originally Posted by dr wadd
If you think that the poll indicates that customer services are generally OK then you really need to look at the results again. In a CS context 40% dissatisfaction should be viewed as an outstanding failure on the part of NTL.
Outstanding failure ? - Only 40% on a site that's basically dedicated to people who are having problems seems a pretty good figure to me. I would have expected it to be much higher.
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Old 08-10-2004, 07:55   #487
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Re: NTL Customer Services: Your personal experience

I managed to get in touch with them after getting my Mum to call them.. a CS agent called me, then put me through to their credit agency, Great, I thought I'm finally getting somewhere. No, it was a saturday, that department was closed. It cut me off, and I haven't heard anything since. They can just whistle for their bill.
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Old 08-10-2004, 11:04   #488
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Re: NTL Customer Services: Your personal experience

Quote:
Originally Posted by SamanthaFu
I managed to get in touch with them after getting my Mum to call them.. a CS agent called me, then put me through to their credit agency, Great, I thought I'm finally getting somewhere. No, it was a saturday, that department was closed. It cut me off, and I haven't heard anything since. They can just whistle for their bill.

Withholding payment (if that's what you mean by whistle for their bill) is NOT the way to do it. It only affect your credit status.. What's your issue?
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Old 08-10-2004, 13:13   #489
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Re: NTL Customer Services: Your personal experience

I'm trying to contact them to pay my bill. This is the problem. If anybody has any way to get in touch with them, please let me know!
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Old 13-10-2004, 09:40   #490
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Re: NTL Customer Services: Your personal experience

Have had to phone a few time in the past 3 years and the service has been excellent - I must phone at the right time as I don't wait any longer than 20 mins. The person I spoke to the last time - even sent me an email suggesting more advice, if I ever have the same problem.

I also got a 3 day refund for my Internet connection - when it was down for 3 days - which was 2 years ago
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Old 16-10-2004, 21:59   #491
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Re: NTL Customer Services: Your personal experience

My BB was down for a week last week - do I get a discount??? How??? I reported it on the Wednesday, after holding for 50 mins... eng called the following Monday after another phone call - son told me it was down for 2 days before he told me... I reported the problem then (Cable modem was the culprit...)

Can I claim a discount?

Cheers,

Tony
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Old 16-10-2004, 23:14   #492
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Re: NTL Customer Services: Your personal experience

Quote:
Originally Posted by TonyC
My BB was down for a week last week - do I get a discount??? How??? I reported it on the Wednesday, after holding for 50 mins... eng called the following Monday after another phone call - son told me it was down for 2 days before he told me... I reported the problem then (Cable modem was the culprit...)

Can I claim a discount?

Cheers,

Tony
well, if you are on 300k you are looking at £4.50, 750k £6.34 and 1.5mb about £9.79 for a weeks loss
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Old 17-10-2004, 10:05   #493
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Re: NTL Customer Services: Your personal experience

I can't believe all this whinging about NTL Customer Services. Just try telling British Gas you want to stop using them for your electricity account. We recently moved house and I had to stop the account for the old address. Well, the nice lady at British Gas took my details, blah,blah, then on the news we were not going to use them at our next address for electricity then proceeded to ask, presumably from some pro forma sheet why this? who is the new provider? at our expense of course, solving that, then proceeded to flog British Gas care sheme, again at our expense. At least NTL Customer Service agents don't try to sell insurance or jabber on on seemingly unrelated issues.
 
Old 18-10-2004, 17:07   #494
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Re: NTL Customer Services: Your personal experience

Quote:
Originally Posted by Gogogo
At least NTL Customer Service agents don't try to sell insurance or jabber on on seemingly unrelated issues.
Absolutely. That's because you can't get through to them anyway
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Old 18-10-2004, 19:10   #495
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Re: NTL Customer Services: Your personal experience

Quote:
Originally Posted by DeadKenny
Absolutely. That's because you can't get through to them anyway
NTL Customer Services are not bad at all, there is too much whinging and exaggeration. Funny this, we have never had a problem calling NTL Customer Services, ok you go through your options and 9 times out of ten no waiting, even then it's not long. We've always found NTL staff helpful. I suspect there are those customers that call who are bad tempered or rude and don't get the attention they expect.


 
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