[Merged] Tech Support to be charged at 0871 rate from 8 May - Page 15

rogerdraig · 26-03-2006, 23:04

Quote:

Originally Posted by Neil

What's even more laughable, is that ntl gave us their new & revised customer charter on the 16th of January 2006 (only 10 weeks ago)

http://www.cableforum.co.uk/article/...er-information

http://www.cableforum.co.uk/files/nt...merCharter.pdf

And clearly on page 16 it says:

Yet on the 8th of March 2006 (Only 7 weeks after that charter was given to us), ntl did a huge great 'U' turn & decided to end the free calls from it's customers & make money from them by forcing them to use 0845 & 0870 numbers.

What a bunch of idiots-they can't even follow their own charter.

It just confirms that you can never trust what ntl says or even puts in writing, as it could so easily change 6 weeks later.

i have to agree and yet another reason to leave if they charge me for any of this stuff mentioned

perfect-bliss · 28-03-2006, 13:09

Im glad that the number is changing. The amount of stupid calls that u get coming through the call centres is unbelieveable

Russ · 28-03-2006, 13:19

Quote:

Originally Posted by perfect-bliss

Im glad that the number is changing. The amount of stupid calls that u get coming through the call centres is unbelieveable

What do you mean?

perfect-bliss · 28-03-2006, 13:32

Well ive received calls where customers want to pay their vodafone bills, where they are asking silly questions which have obvious answers and also calls that have nothing to do with NTL. There are some weirdo's out there and i had a guy once telling me how much he loved me and was talkin about God. Ppl like that are holding customers in queues who have genuine problems, and ppl always moan about the call queue. Charging for the calls will mean less ppl call in therefore ppl who have a genuine query can get an answer quicker. Doin that will improve customer service

Russ · 28-03-2006, 13:33

Well, I'm sure that being such the patient and understand person you are will help you deal with 'stupid' customers in the future.

Of course, why would charging for the call stop such 'stupid' calls? Surely if someone is 'stupid' then they're going to call anyway?

perfect-bliss · 28-03-2006, 13:48

HA! ur havin a winge about call charges, i dont think someone is gonna wanna call for somethin trivial and want to pay for it. Theyd just figure it out on their own. Like customers are advised of a time frame to expect a tech or install and they call to make sure theyre comin, and they could call like every hour. thatll stop now!

---------- Post added at 12:48 ---------- Previous post was at 12:46 ----------

I must say tho, if someone is calling to report a fault, then a customer shouldnt have to pay for that. its not their fault, so they shouldnt be penalised

Russ · 28-03-2006, 13:49

Quote:

Originally Posted by perfect-bliss

HA! ur havin a winge about call charges, i dont think someone is gonna wanna call for somethin trivial and want to pay for it. Theyd just figure it out on their own. Like customers are advised of a time frame to expect a tech or install and they call to make sure theyre comin, and they could call like every hour. thatll stop now!

I'm amazed at how people with attitudes like yours manage to stay in Tech Support. So customers call up with questions which have 'obvious' answers...well yes, obvious to you but have you ever stopped to think that not everyone has your level of knowledge?

And how dare people call back to ensure an install/tech visit is going ahead!

I mean, it's not like installs ever get missed only for the customer to call back to find out why and be told "sorry sir there's no mention of anyone been sent out to you" is it?

etccarmageddon · 28-03-2006, 14:15

perfect bliss - without customers you wouldnt get paid.

King Of Fools · 28-03-2006, 14:42

perfect-bliss, you are making some reasonable, argumentative points but try being a little less in-your-face and you may find that people might agree with you more!

It may be reasonable to have a small charge to discourage excessive use but it would help if there was some kind of bounty paid back if your call was to report a genuine fault, etc.

Shaun · 28-03-2006, 23:57

Quote:

Originally Posted by perfect-bliss

Im glad that the number is changing. The amount of stupid calls that u get coming through the call centres is unbelieveable

I think you're the one being stupid, after all those quick calls with the easy answers are the ones that help keep your average call times down.

BarFly · 29-03-2006, 02:47

Quote:

Originally Posted by Shaun

I think you're the one being stupid, after all those quick calls with the easy answers are the ones that help keep your average call times down.

lmao. Someone knows the job to well.....

Stuart · 29-03-2006, 12:21

Quote:

Originally Posted by perfect-bliss

HA! ur havin a winge about call charges, i dont think someone is gonna wanna call for somethin trivial and want to pay for it. Theyd just figure it out on their own. Like customers are advised of a time frame to expect a tech or install and they call to make sure theyre comin, and they could call like every hour. thatll stop now!

If they don't think the fault is trivial, then they'll call whether you consider it trivial or not..

---------- Post added at 12:21 ---------- Previous post was at 12:20 ----------

Quote:

Originally Posted by BarFly

Quote:

Originally Posted by Shaun

I think you're the one being stupid, after all those quick calls with the easy answers are the ones that help keep your average call times down.

lmao. Someone knows the job to well.....

IIRC, the somebody used to work in a Call Centre..

perfect-bliss · 29-03-2006, 12:37

I dont actually work in tech support mind. I just cant get over how strongly u guys feel bout having to pay for the calls.
My parents are NTL customers and we dont have any problems with the services. Therefore im guessin that most of the ppl on here have had really bad problems with NTL in the past?

Russ · 29-03-2006, 12:41

Quote:

Originally Posted by perfect-bliss

I dont actually work in tech support mind. I just cant get over how strongly u guys feel bout having to pay for the calls.

Have you actually read this thread all the way through?

Quote:

Originally Posted by perfect-bliss

My parents are NTL customers and we dont have any problems with the services.

I'm alright jack?

Quote:

Originally Posted by perfect-bliss

Therefore im guessin that most of the ppl on here have had really bad problems with NTL in the past?

No **** Sherlock

Shaun · 29-03-2006, 13:53

Quote:

Originally Posted by Stuart C

IIRC, the somebody used to work in a Call Centre..

Yep, Natwest (A great call centre at the time) and British Gas (Boiler breakdown - yuck - would never go back).

Used to love those 30 second calls at Natwest where people only wanted to know what time their branch closed or who their branch manager was. Some may think they were "stupid" questions but thy helped me keep my average call length under 2.45 min.

As for Ntl I've still not been convinced that it's anything more than a cynical money making ploy.