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Originally Posted by punky
I spoke to an NTL employee about this a little while ago, about a problem I had. TS staff aren't supposed to make CS changes - although some do to speed the process along. The one I encounted didn't make the change herself, but phoned CS on my behalf (they have no internal means of doing so and jumping the queue, she had to wait in line like everyone else) for CS to make the change.
The service you get varies very much by who you get, how confident/competent they feel they are, how much they'll bend the rules, and how bothered they are by their AHT. There's good and bad in all companies.
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This was, AFAIK, a TS problem though, not a CS problem.
CS could not & would not do anything about it - as far as they could see, I was on 2meg not 1meg, as that's what their billing system said. Their attempt to change it, by re-doing my package on their systems, completely failed.
It was only when I finally got through to someone helpful at TS that it got sorted - quickly & easily.
The guy who gave me the callback also said that TS should've fixed it originally, instead of giving me the runaround & telling me to phone CS etc.