NTL's 5 Star Service - Yes you heard me right?!

Seb · 16-07-2003, 21:29

For all of you on this site that get annoyed with everyone slating NTL, and not praising them i have found this on the NTL: community site:

Quote:

A recent survey carried out by The Sunday Mirror has awarded ntl:home 5 stars for customer service.
The Sunday national telephoned the Customer Service call centres of 12 of the UK's leading companies, including BT, Vodfaone, Orange & EasyJet.com and tested their customer service teams. Each firm's star rating was determined based on speed, advice & friendliness.

The survey concluded that out of all 12 surveyed, ntl:home offered a 5 star service - the only company to receive top marks.

So theres the praise that so many of you have wanted to see on this site... However Ii have my opinion

You can all make your own judgement (from experience) but have these 5 stars been awarded for the longest telephone queues every? Or did they do their 'research' on a Sunday afternoon, when every other person in the UK was out sunbathing?

Maybe we could contact the Sunday Mirror and ask them which telephone number they used, then we could all experience a ' 5 star service'

Seb

matty4donna · 16-07-2003, 21:31

well i must admit i always seem to get through to ntl: very quickly.

But i always have ever since we were Nynex lol!

dingosar · 16-07-2003, 21:57

well as a rule i don't have to wait in a queue for very long to CS or to TS in fact i think that the service responce times are quite good compared to some others that i have used in the past , but maybe i am just lucky .

ntlrebel · 16-07-2003, 22:11

Quote:

Originally posted by Seb
For all of you on this site that get annoyed with everyone slating NTL, and not praising them i have found this on the NTL: community site:

So theres the praise that so many of you have wanted to see on this site... However Ii have my opinion

You can all make your own judgement (from experience) but have these 5 stars been awarded for the longest telephone queues every? Or did they do their 'research' on a Sunday afternoon, when every other person in the UK was out sunbathing? Maybe we could contact the Sunday Mirror and ask them which telephone number they used, then we could all experience a ' 5 star service'

Seb

The facts have been given to you by an independent inquiry but you still choose to **** of Ntl.

Good constructive critisism.

Seb · 16-07-2003, 22:54

Nah its not critisism i have just had a bad evening, been pushed over the edge in some other threads. Its just i see so many people complaining about CS, so just wanted to keep them informed. I dont really have too much probs with CS, cant say i call it very often, however i have found Vodafone to be far more efficient + helpful than NTL in the past.

KingPhoenix · 16-07-2003, 22:59

Quote:

Originally posted by Seb
Nah its not critisism i have just had a bad evening, been pushed over the edge in some other threads. Its just i see so many people complaining about CS, so just wanted to keep them informed. I dont really have too much probs with CS, cant say i call it very often, however i have found Vodafone to be far more efficient + helpful than NTL in the past.

You found Vodafone helpful??????

MikeyB · 16-07-2003, 23:16

I got though in a couple of minutes this evening to order my broadband

the lady was vary polite, and knew her stuff, so no problems there,

Let's hope they live up to 5 stars on Monday morning when they come to install it

Oh, why can't it be Monday morning now

Lord Nikon · 16-07-2003, 23:44

here's my experience

Phone NTL on 1503 - navigate the menu, talk to someone within 2 minutes.. solve problem either over the phone, or within 1 working day, if it involves outage then I tend to get a month free..

Phone Orange... navigate a menu which is BS, wait on hold 30+ minutes (ALWAYS phone orange from a contract phone, its EXPENSIVE from a landline or a PAYG phone) and get passed round 10 depts before being told they can't help...

Phone BT, spend 20 mins on hold, explain problem 3 times to CS reps. then ask to speak to the one with the brain (it changes)
eventually, tell BT to take their services and shove them.

so, in my experience - FULL credit to NTL CS

Undisputedtruth · 17-07-2003, 01:03

I contacted NTL on Tuesday. After 10 minutes I was experiencing neck ache so I put the phone on speaker facility. For the next 40 minutes, the phone blurted out the usual dross "you call is very important to us", right! My colleague, 5 metres away got extremely annoyed by the noise so I had to abandon the call after 50 minutes.

Oh why, oh why do I have to wait so long to speak to someone full of BS but not exactly full in the cerebral department! Bring me BT anytime.

El Diablo · 17-07-2003, 01:24

Quote:

Originally posted by Undisputedtruth
I contacted NTL on Tuesday. After 10 minutes I was experiencing neck ache so I put the phone on speaker facility. For the next 40 minutes, the phone blurted out the usual dross "you call is very important to us", right! My colleague, 5 metres away got extremely annoyed by the noise so I had to abandon the call after 50 minutes.

Oh why, oh why do I have to wait so long to speak to someone full of BS but not exactly full in the cerebral department! Bring me BT anytime.

Sounds familiar to the experiences I've had with Network Solutions

It's even worse when they're American robot like service staff that cant digress from their scripts... especially when you've been on hold for the best part of an hour and still have to keep paying the transatlantic charges

Stephen Robb · 26-07-2003, 17:14

5 star seems to work OK in Reading!

Steve H · 26-07-2003, 17:53

CS fine here as well.. tend to get through in 10 minutes or so... But haven't had to call them in a while, seeing as I havnt had any problems..

Sociable · 26-07-2003, 21:15

CALL centres keep Britons hanging on the line for FIFTY MILLION hours a year.

Try reading that actual report in the Mirror and see what 5 stars means LOL

Best that can be said is NTL were best of a rather bad bunch based on how they answered the phone on one call which was not trying to resolve a problem or make a complaint.

http://www.sundaymirror.co.uk/news/n...&siteid=106694

Guess the NTL - Internet service on 0800 0522000 was not too busy that day and the dialer likes Vivaldi.

But this is hardley an objective survey testing the efficiency of Call Centres and for NTL to be giving that impression on the Community site and elsewhere is deplorable.

absl · 27-07-2003, 00:35

Quote:

Originally posted by Undisputedtruth
I contacted NTL on Tuesday. After 10 minutes I was experiencing neck ache so I put the phone on speaker facility. For the next 40 minutes, the phone blurted out the usual dross "you call is very important to us", right! My colleague, 5 metres away got extremely annoyed by the noise so I had to abandon the call after 50 minutes.

Oh why, oh why do I have to wait so long to speak to someone full of BS but not exactly full in the cerebral department! Bring me BT anytime.

How does having that kind of attitude help anyone ?

27-07-2003, 13:03

it seems people are still remembering the way it used to be. i worked there when:-

There used to be over 200 in the call queue
Customers waiting for hours
Every call started with "do you know how long i have been waiting for"
Customers weren't called back
Everyone (including staff) was given a really crap time

now its

-place goes into a panic if there are 30 people waiting in the queue
-customers in general are not as ******ed off as they used to be
-staff are happier
-customers are happier
-people in general ARE getting called back as less call backs

Hands up you have to admit that the company is far better than the old days