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LaupSavea · 01-06-2006, 20:38

Thanks for that contact it may be useful in dealing with my problems at a tactical level, its really appreciated.

I am not sure that is a strategic solution though. Its an odd strategy to have lots of broken customer facing processes which upset lots of customers who wont complain, but will ultimately move away, leaving a few who will complain for a while and then give up and, finally, very few who will, for whatever reason, persist and get their problem sorted by forcing NTL away from its normal processes to deal with them in an ad-hoc way which costs them a lot.

The big lose for all is that NTL dont seem to have any mechanism for capturing the learnings about where things are failing and so never fix the process and so it keeps happening over and over.

I have asked all the staff I have dealt with from NTL over the last couple of months what NTL will do differently now that we identified a problem at NTLs end - none of them could answer, whatever their level, all they would do is a combination of (1) apologise (2) put it right tactically (3) offer me some form of compensation. What a waste.

01-06-2006, 20:38	#57
LaupSavea cf.member Join Date: Mar 2006 Posts: 2	Re: ntl complaints procedures. Thanks for that contact it may be useful in dealing with my problems at a tactical level, its really appreciated. I am not sure that is a strategic solution though. Its an odd strategy to have lots of broken customer facing processes which upset lots of customers who wont complain, but will ultimately move away, leaving a few who will complain for a while and then give up and, finally, very few who will, for whatever reason, persist and get their problem sorted by forcing NTL away from its normal processes to deal with them in an ad-hoc way which costs them a lot. The big lose for all is that NTL dont seem to have any mechanism for capturing the learnings about where things are failing and so never fix the process and so it keeps happening over and over. I have asked all the staff I have dealt with from NTL over the last couple of months what NTL will do differently now that we identified a problem at NTLs end - none of them could answer, whatever their level, all they would do is a combination of (1) apologise (2) put it right tactically (3) offer me some form of compensation. What a waste.