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Originally Posted by LaupSavea
Sorry to drag us back to the original topic but can anyone just point me to the NTL complaints procedure anywhere.
I joined NTL in March and I cannot believe how bad a company can be. They have screwed up every step of the process for what started off as video, broadband and phone but is now just broadband and phone with me looking forward to contract cancellation day.
I wont bore you with the details but I would be only happy to talk to someone in authority in NTL about my cusotmer journeys and how this is costing NTL a fortune, never mind the cost to me.
I am head of a CRM function within a organisation of 100,000 people and I am professionally offended at the way that NTL runs its customer facing operation. If NTL really wants to tackle its financial problems I would suggest they address some of their customer facing processes and culture rather than tactical patches that damage the long term relationship like charging customers 0845 or 0870 rates for calling when often its not the customers fault.
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Try contacting Ken in the Executives office.I managed to contact Steve who in turn passed it to Ken to sort out and I must say he sorted everything very quickly.......Keith
<mod edit: Chris W>please do not post full names of ntl employees or their direct contact numbers on the forum. Cable Forum have a good process for escalating complaints to ntl. If you want to know about the process, or have a complaint that you want us to escalate, please contact a member of the Team.