Nobody calls you back

[Nor]

Had a TV Drive problem last Saturday. Lost all the content description on my recroded programmes, and the box wasnt working properly at all. Wouldnt record, would crash etc.

Anyway, the MANAGER (after spending TWO HOURS on the phone and being escalated) at the call centre told me that someone would call me back within 4 days. To date, no-one has called. Do they just make this up?

The guy was extremely rude, treating me like something he stepped on. The quote I remember is "I could troubleshoot your problem, but Im not going to"

I have been with NTL for 8 years or somethin, paying over £100 (sometimes £150) every month. I am at the end of my tether to be honest. While its hassle to move to Sky, I cannot deal with the NTL Call Centres any longer, and am about to jump ship.

What to folk think?

[Rob]

Seems to be almost standard that call backs don't happen. But if the manager did say that to you, and you had been civil to him (not casting aspertions but unfortunately many customers after a long wait can be undiplomatic) then such an attitude stinks.

Has the problem been resolved, or does it continue. Are faults able to give you any better ideas?

TBH from the number of comments we're seeing on the forum, the TV Drive was rushed in with the network, or software running on it, not really ready. Hopefully there is a lot of effort behind the scenes to get to grips with it all, and maybe that's where a "4 days" was supposed to be giving them a bit of leeway.

[Maggy J]

Originally Posted by Nor

Had a TV Drive problem last Saturday. Lost all the content description on my recroded programmes, and the box wasnt working properly at all. Wouldnt record, would crash etc.

Anyway, the MANAGER (after spending TWO HOURS on the phone and being escalated) at the call centre told me that someone would call me back within 4 days. To date, no-one has called. Do they just make this up?

The guy was extremely rude, treating me like something he stepped on. The quote I remember is "I could troubleshoot your problem, but Im not going to"

I have been with NTL for 8 years or somethin, paying over £100 (sometimes £150) every month. I am at the end of my tether to be honest. While its hassle to move to Sky, I cannot deal with the NTL Call Centres any longer, and am about to jump ship.

What to folk think?

Did you keep your cool?Were you polite?Did you get any names?If yes to to all three then why not make an official complaint about the rudeness and give it another go.

Judging by the number of threads at present about TV Drives at present with such issues I think that they may well be inundated with calls of complaint which is why you had so long a wait.

Hope you get it sorted.

Ah me and the Great Rob agree.

[Nor]

Yep, I kept my cool and was polite. Not really one for ranting and raving. Prefer a more reasoned discussion about stuff

I do have his name, but I don't know where I'd want to go with that.

I got a call back today from a decent lad. Explained that the problem was as I thought, and that "changing information at their servers" wouldn't remove the "recovered content" message - as I'd said to the chap on Saturday.

My box problems have more or less gone away since I got the new EPG, and the guy explain to me how to format the TVDrive, telling me it is probably the best idea. Something the guy on Saturday effectively said I was an idiot for suggesting.

It's maddening that it's taken 6 days to get a call back, but I'm grateful that I got it. I think I was lucky in that the new EPG came down the line and seemed to sort out a lot of the problems which were occuring after my box got corrupted with a reset. I think I was quite fortunate and I thankfully haven't been sitting with a useless box for 6 days.

Thanks for the replies folks.