View Full Version : NTL Customer Services: Your personal experience
OK, let's have a definitive answer to this thorny issue. What is your own personal experience of NTL customer services?
Tell us your story, and don't forget to vote. I'm going to try to set this up as a public poll so we can all see who voted what, as I am interested to explore the allegation that those who claim not to have trouble with CS are in the main NTL staff in disguise.
Right ....
Been a Customer of NTl for 10 years or so, from analogue, through to Digital, have BB and Phone, and did have dialup.
Have had the need to call CS on occasion, and yes they can be a pain at times, cutting off calls and so on. But in ALL cases the problems and queries I have had have been resolved. They were really bad at one point but in my opinion have got better over the last 6 months or so.
.... and I do NOT work for NTL ... how do I prove that... I don't know.
Undisputedtruth
05-11-2003, 13:43
I can recall several incidence of poor customer services from NTL.
At the moment I'm current going through a bad situation caused by NTL of course. The imbecilles at retentions have managed to disconnect my phoneline without my consent. Being the liars they are, they accused me of giving them my consent but the CS from telephone billings says otherwise.
gary_580
05-11-2003, 13:48
Been an NTL customer for a long long time (10 yrs + i think, well it was CWC and beofre that cablevision), analogue, digital, phone and BB.
Bad Points
Took them over a month to get peterborough BB stable in Jan 2003. But was after 18months without a sign hic up
I lose my channels and BB often but dont bother calling as its usually working again by the time i would have got through. (yes i know how to reboot my STB without them asking me to do it!!)
No caller id in my area
Was promised free call NTL world which ended up being delayed 18 months +
When converting to digital salesman told me id get SSX (however they refunded the difference between digital and analogue for a whole years payments)
Good Points
Had engineers round within the hour on 3 occasions.
Got my new house connected up and working when i moved before i actually got in the house
We dont lose BBC 1 like Sky do in my area
Overall i'd rate them as "Better the devil you know"
homealone
05-11-2003, 13:51
OK, let's have a definitive answer to this thorny issue. What is your own personal experience of NTL customer services?
Tell us your story, and don't forget to vote. I'm going to try to set this up as a public poll so we can all see who voted what, as I am interested to explore the allegation that those who claim not to have trouble with CS are in the main NTL staff in disguise.
I had to vote "never had any trouble" - because I've never had to call them. I have 2 phones, never had any trouble with either, 2 analogue tv boxes - only 2 short outages in over 4 years and 600k broadband on a SACM.
Ok I can't pretend the broadband has been perfect, but I have usually managed to sort problems by re-booting the modem or setting a proxy. I havn't seen the point in contacting CS about the ongoing problems with email & newsgroups, as I know I will get the "no sla" answer.
- I don't work for NTL:)
th'engineer
05-11-2003, 13:51
Today have spoke to CS in Manchester and have spoke to a very helpful person on the end of the telephone.
He was professional, courteous, understood the problem right away and actioned the problem within the faults system.
He also had a similar NTL package to myself so was fully aware of the problems experienced by the user.
The last time that I spoke to the same person he also actioned the fault with professionalism.
So I can honestly say it depends who you get through to on the telephone anyway a full 10 marks to NTL CS in Manchester
downquark1
05-11-2003, 13:56
I've been this this company since NYNEX, my experiences can't really reflect the current state now so on average I'll say they normally cock it up.
A very good poll this. I agree with th'engineer depends on who you get to speak to on the other end of the telephone, if your problem is resolved swiftly, great, if there is a delay or no helpful response at all, not so great. :erm:
paulyoung666
05-11-2003, 14:10
well i must admit i have never had any trouble , ok sometimes it is difficult to express your problem to c.s. but eventually i find the problem is worked out , oh and btw towny i dont work for ntl either ;)
Apart from about a month of unreliable broadband, which turned out to be a knackered STB, I have had generally good service.
Rubber Duck
05-11-2003, 14:25
The only trouble weâ₠¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢d ever have is the odd occasion we have rung up customer services & had to wait ages for an operator (it once took just over an hour)
I have had to contact them three times as I can recall and have never had a problem with them.
Two STB's, two phones, 600kBB. Have had very little trouble, may have been lucky,but the CS/tech people in Wales and Manchester that I have spoken to have always been very polite and helpful.
Email is an absolute pain, but even that seems to be flying today,
Oh nearly forgot, I do not work for NTL.:Peaceman:
orangebird
05-11-2003, 16:28
As you can all view, I voted 50/50. I've had to ring them twice - once they fixed the problem, once they didn't. Oh, and yes, I am an employee :)
As you can all view, I voted 50/50. I've had to ring them twice - once they fixed the problem, once they didn't. Oh, and yes, I am an employee :)Forgive me for being stupid, how do you view how someone has voted:dunce:
OOPS, Cancel that, you click on the totals. DOH.
In 7 years of having the cable service, both analogue and digital, I think I've only had 3 problems since I got it installed, a problem each for Nynex, CWC and NTL. Out of the 3, the worst cs had to be when it was Nynex and that was their fault for mucking me about when installing the cable in the first place. The other two were sorted out no problem.
I'm not an employee of ntl, though people do tend to call me pinnochio for some reason... ;) :D
Chimaera
05-11-2003, 22:46
Well.......
1. ntl LIED to me about caller id being available in my area (they said it was when I asked before signing up - and when my phone was installed it became apparent it was not)
2. They could not explain my phone bill to me (basically I was not being given the discount I had signed up for as a bb/phone customer) and it took a few calls for them to admit they were wrong and to refund the money
However..............
1. Whenever I have had a computer problem CS have sorted it for me immediately (even when it was me being a thick first time user and not really their job to help me)
2. When I requested the call minder service to be activated it took 20 minutes instead of the quoted 48 hours
3. When I had bb installed the engineers sorted out all the software and ensured it was up and running before they left - which they did not do for my friends (don't know if that is the norm or not!)
So all in all - I'd say they seem to be improving!
Must add that I never received the "FREE" headphones I was promised for signing up to TU24 several months ago.:(
Helpy Person
05-11-2003, 23:17
Only really had 1 problem...
Wanted to downgrade the CM and take the Movie channels off , Got through to an Agent who put me on hold to do it ( I really HATE that , I never put my Customers on hold to so something unless I have to call a level2 or dial another number to speak to someone , I prefer to just have a bit of chit chat and let them know what is going on ) , After being on hold for a good 10 mins I hung up and tried again ...
Got through to another Agent , explained that I had called before and asked her NOT to put me on hold ... " ok " 1 min later HOLD !
Got fed up of being on hold and re-dialled a 3rd time and finally got through to a nice chap who sorted it out for me :)
I work in Tech Support :)
hi...
2yrs fone/analogue tv.
8mths digi tv.
8mths bbcm.
2 equipment probs..both sorted v/quickly.
Brighton support the tops...now retired...never worked for NTL...
Enterian
06-11-2003, 11:28
Must add that I never received the "FREE" headphones I was promised for signing up to TU24 several months ago.:(Seems par for the course - I never got the free webcam I was promised for getting broadband a year ago.
Rang CS about it twice both times they said I would be getting it - needless to say, I got nothing. :td:
preacher
06-11-2003, 13:38
Was BT...changed to Ntl.....asked to retain my telephone number - they said ok.
Gave me temporary new number in meantime...after 2 weeks still not changed.
Called them - will be changed in 24 hours....never happened!
Called again - sorry but your number has been assigned to someone else - asked them to try and get it back - they cannot do this.
So I had an old ntl number and repeatedly received calls from people asking for a Mrs Gilbert.....pratically every day!
Finally moved to a new address - once again asked to retain number- given temp one.
2 weeks later....no change so called them - has been assigned to a new cmr. Complained like a mad bunny advising of previous instance of this - they managed to get the number back in exchange for free access for the other cmr.
So now all is rosey and we wont go into all the billing issues I have had :bigcry:
So, to sum up ... almost 78% of those who have voted so far say NTL CS is either no trouble or generally OK. I don't recognise any of the 'no trouble' names as overt NTL staff, while UDT and Orangebird actually agree on the '50/50' shot. Stranger things have happened, I s'pose.
So is NTL Customer Services actually somewhat better than we generally give it credit for?
georgepomone
10-11-2003, 00:56
So, to sum up ... almost 78% of those who have voted so far say NTL CS is either no trouble or generally OK. I don't recognise any of the 'no trouble' names as overt NTL staff, while UDT and Orangebird actually agree on the '50/50' shot. Stranger things have happened, I s'pose.
So is NTL Customer Services actually somewhat better than we generally give it credit for?
Hi All,
I suppose a lot of us are having to go through a re-education process because of treatment we have had in the past,myself included.There is a definate improvement.I hope it continues.Both staff and customers were on a collision course that had to be reversed.I can remember times when I was actually baited into losing my temper.I don't fall for this any more.I have to say it is getting to be a differant experience when you ring with a problem.I think a few of us have been surprised that we are being answered a lot quicker than in previous times.I hope it continues both for the health of the staff who must have gone through hell at times as well as the customers.
Just a word about some of the staff who lost their jobs through no fault of their own.My heart goes out to you.I've been around a few years and have seen this situation happen in other companies.When resources have been taken down so far you just can't do your job as you would like and it is a terrible state of affairs to get into.The blame for this is at the very top.Of course there is nobody higher than they are to do anything about it.Hence the state ntl got into and they are not on their own in this.
I hope for the sake of staff and customers things are now on the up.
George.
I'm just curious to know why those who voted "Completely awful, every day of the week" actually ring them everyday of the week to know this. :erm:
I'm just curious to know why those who voted "Completely awful, every day of the week" actually ring them everyday of the week to know this. :erm:
rofl ... funny, when I created the poll I never thought of it meaning literally that! Actually it was inspired by a line from Stargate SG-1 by Major Sam Carter that has always stuck in my head: "Maybourne, do you have to be an idiot every day of the week?!"
chambece
10-11-2003, 10:40
I've had no problems with them really - a few problems setting up a direct debit that still isn't resolved, but they've always been helpful and curteous.
I have had a cople of problems with the TV, occasionally it locks up, and just says STOP on it, without any particular reason, but a reboot cures it and it doesn;t happen every day. I've only had to get a engineer out once, when the return path wasn't enabled for the STB or something, but I can't remember why that actually was - I don't think interactive was working or something, but we don't use that now
However, on the few occasions I've had to ring CM/BB broadband support, the service hasn't been as good, but that's because there's been problems! I don't usually ring them too often - I find out stuff on here and .com, but I suppose that's the nature of tech support! It's usally been sorted, well appart from DNS and email probs, but there you go....
And I don't work for NTL....
Got BB and 1 phone, had DTV but dumped it when i left NTL. Only had a couple of problems with BB, but that was to do with all the bugs going round so cant blame NTL for that as i knew what they were doing to try and help.
No longer an employee
Well I got the little magazine in with my bill today - it says they were nominated for a "prestigeous Customer Service Award" and they are delighted to say that they won their category ......
Well I got the little magazine in with my bill today - it says they were nominated for a "prestigeous Customer Service Award" and they are delighted to say that they won their category ......
Dare I ask what category?
*inspiration for a new thread...
EDIT: No sooner said than done: http://forum.nthellworld.co.uk/showthread.php?p=78279#post78279
Undisputedtruth
10-11-2003, 22:09
NTL offering good customer services :rofl: :rofl: :rofl:
:LOL:
The North East CS Team won the National Customer Services Award 2003.
Yes UDT, like I have already said, we get good CS up here. :D
ntl customer
11-11-2003, 22:16
I'm just curious to know why those who voted "Completely awful, every day of the week" actually ring them everyday of the week to know this. :erm:
Well, it did take weeks of hanging on the phone nearly every day (with the exception of Sundays) in a call box to get their services ;)
Undisputedtruth
12-11-2003, 20:25
Well, it did take weeks of hanging on the phone nearly every day (with the exception of Sundays) in a call box to get their services ;)
I would have to agree with you on this. I try not to call NTL as the experience can be dreadful. Having said that I've chosen the option of hit and miss. Hit being they know how to answer simple questions like can you tell like how much is itemised billing and how much does it cost to have voice. I try not to ask difficult question as I know this may confuse their minds like how comes BT offers free itemised billing and free voice mail and NTL don't! :D
:LOL:
Ah, I wondered when the daily snipe would appear ;)
Undisputedtruth
12-11-2003, 21:19
Ah, I wondered when the daily snipe would appear ;)
No snipe intended, simply good advice on how to deal with CS at NTL.
homealone
12-11-2003, 22:38
Ah, I wondered when the daily snipe would appear ;)
a Snipe is a beautiful bird, with an unique bill, it has specific requirements for its nest. Unfortunately, these specialised species are often overwhelmed by those who can diversify and survive.:D
Emperor Ming
12-11-2003, 23:11
Call center staff OK polite and efficient same goes for the visiting engineers.
getting through to them thou ABSOLUTE RUBBISH :2up: :2up: and abhorrent system to use , why !! only called them 3 times in the last 5 years to report faults TOTAL WAITING TIME ON PHONE 10 hours nuff said
Undisputedtruth
12-11-2003, 23:48
a Snipe is a beautiful bird, with an unique bill, it has specific requirements for its nest. Unfortunately, these specialised species are often overwhelmed by those who can diversify and survive.:D
Ah, is this meant to be directed at me. How sad? Signs of desparation here I see :rolleyes: .Get real - there's a difference between a person and bird. You mean i should adapt by liking NTL :rofl: :rofl: :rofl:
Ah, is this meant to be directed at me. How sad? Signs of desparation here I see :rolleyes: .Get real - there's a difference between a person and bird. You mean i should adapt by liking NTL :rofl: :rofl: :rofl:
I don't think Homealone's post was aimed at you. I think he was joking.
Getting paranoid?
Undisputedtruth
13-11-2003, 01:02
I don't think Homealone's post was aimed at you. I think he was joking.
Getting paranoid?
Sorry, what evidence do you have he's not? Homealone has been on my tail for a long time. He even PM me to say he had actually complained about me. How weird is that? :nono:
It is not surprising he has voted to say he has never had a problem with customer services. :rolleyes:
He even PM me to say he had actually complained about me. How weird is that? :nono:
im sorry? you think its 'weird' to have the decency to tell someone personally/to their face that you are unhappy with them and have complained about it?
that means i assume that you feel its normal to complain about someone yet not let them know? only a personal opinion, but thats 'weird' to me, or lacking in moral fibre.....
:shrug:
oh, and while we are on the subject, what in gods name has homealone making a complaint about you have to do with him having any problems with ntl???
Undisputedtruth
13-11-2003, 01:29
im sorry? you think its 'weird' to have the decency to tell someone personally/to their face that you are unhappy with them and have complained about it?
that means i assume that you feel its normal to complain about someone yet not let them know? only a personal opinion, but thats 'weird' to me, or lacking in moral fibre.....
:shrug:
oh, and while we are on the subject, what in gods name has homealone making a complaint about you have to do with him having any problems with ntl???
If Homealone has a problem with me then he should approach me direct. But to complain about me to the mods and then tell me. Then that is weird.
And to answer your final paragraph. One of the problems homealone has said about me was the way I treated ntl and their employees with contempt. Well, it is not surprising considering the poor customer services and their usual rubbish. Anyway, I'm just wondering if homealone is an 'ntl luvvie' that goes around attacking those that speaks bad of NTL. I suspect he is even an NTL employee but he says he is not. However, we all know that NTL & their employees do not always go hand in hand with the truth.
PS Mark W, cut the nonsense about moral fibre - you work for NTL, remember.
And to answer your final paragraph. One of the problems homealone has said about me was the way I treated ntl and their employees with contempt. Well, it is not surprising considering the poor customer services and their usual rubbish. Anyway, I'm just wondering if homealone is an 'ntl luvvie' that goes around attacking those that speaks bad of NTL. I suspect he is even an NTL employee but he says he is not. However, we all know that NTL & their employees do not always go hand in hand with the truth.
:rofl: :rofl: :rofl:
because he has not complained loudly and constantly about ntl like some, that means he must be a secret ntl employee telling lies
cheers UDT, i was in need of a laugh :)
PS Mark W, cut the nonsense about moral fibre - you work for NTL, remember
:blah: :blah: :blah: :blah: :blah: :blah:
Undisputedtruth
13-11-2003, 01:36
:rofl: :rofl: :rofl:
because he has not complained loudly and constantly about ntl like some, that means he must be a secret ntl employee telling lies
cheers UDT, i was in need of a laugh :)
The best way to get a laugh is to dial this number 0800 052 2000. Now that is funny... :rofl: :rofl: :rofl:
:Peaceman: :LOL:
And to answer your final paragraph. One of the problems homealone has said about me was the way I treated ntl and their employees with contempt. Well, it is not surprising considering the poor customer services and their usual rubbish. Anyway, I'm just wondering if homealone is an 'ntl luvvie' that goes around attacking those that speaks bad of NTL. I suspect he is even an NTL employee but he says he is not. However, we all know that NTL & their employees do not always go hand in hand with the truth.
PS Mark W, cut the nonsense about moral fibre - you work for NTL, remember.
So, lets get this right ... you've had some bad experiences with a company, therefore logically ALL employees of that company must be useless, underhand, incompetant etc etc.
Isn't that a rather short sighted view.
Is it not possible that you have been unlucky with your dealings with that company, to have been unfortunate to have dealt with some that maybe were new, needed training, were standing in for someone else at the time etc etc.
We all receive bad service at times throughout our lives, attacking the staff verbally or even taking the broader view of rubbishing the company actually achieves what precisely ?
Some aspects of many companies needs improving, and by giving some the benefit of the doubt, you may find that your dealings with any individual/company may be a bit more fruitful.
As I've said many times before, (although you don't believe me), there seem to be very few NTL staff on this forum, which in my opinion, is a shame. The more we have, the quicker we may be able to get customer problems solved.
Shouting the odds, getting bullish, having a go at other members, including those that are from NTL, is going to get you noticed .... but for all the wrong reasons, and where is the incentive to offer the helping hand.
You have been disruptive to several threads, hijacking at least two, to draw attention to your problems. Maybe if you were a little more polite and were willing to discuss, rationally the problems you have, people may be more willing to help.
As it is at the moment, I can't see that happening, but am willing to be proven wrong.
homealone
13-11-2003, 09:35
I dunno I go off to play with my new webspace (thanks KP) & log back on to find all this.:blah:
One thing I do find amusing is that my attempt at a light hearted comment on a post was picked up on, rather than the post itself. - yes there are differences between people & birds - one of which is the ability to laugh at ourselves:shrug:
For the record the reason I voted no problems with CS is that I havn't had to call them, ever, in over 4 years - sorry.:erm:
The other comments regarding my employment and that I was up front about disagreeing with the implication that all NTL employees are liars are irrelevant to this discussion & imo not worthy of reply.
Sorry, what evidence do you have he's not? Homealone has been on my tail for a long time. He even PM me to say he had actually complained about me. How weird is that? :nono:
I don't have any evidence he is not. However, having read his post again, I don't see any way it could be aimed at you. He appeared to be cracking a joke at pem's expense. Pem appeared to be having a go at you.
It is not surprising he has voted to say he has never had a problem with customer services. :rolleyes:
Maybe, just maybe, he hasn't had any problems with Customer Services. You continually say the whole of NTL customer services is bad because you have dealt with a few bad CS people. This is not true. NTL, like any organisation (BT included) has good and bad employees.
paulyoung666
13-11-2003, 10:12
so the other night i try to get onto the internet , no worky , i dont know how long it had been off because i had just come out of hospital , so i ring c.s. up and they pass me onto t.s. they tell me it is a local problem being worked on at the moment and within an hour it is fixed , service or what , well impressed :D :D :D :D :D :D
i have no idea how i keep missing threads???? or maybe i am sub consciously avoiding them :erm:
ok ntl cs.......i have found that generally they have been good.....the times i have foned the techys they have always been helpful and sorted out the problem and put up with me being a dippy women (even had one bloke singing down the fone :p) the only problem i have with them is waiting for someone to answer
i have found it helpful though having contact with ntl employees through this site, i can think of two people in particular who have sorted out problems for me
Undisputedtruth
13-11-2003, 19:56
Maybe, just maybe, he hasn't had any problems with Customer Services. You continually say the whole of NTL customer services is bad because you have dealt with a few bad CS people. This is not true. NTL, like any organisation (BT included) has good and bad employees.
Actually I'm above that simplistic view. When I interact with NTL CSRs it is most apparent they lack skills in handling customers. The sort of skills they do lack are genuine listening skills, empathy skills, the ability to analyse problems and how to give a satisfactory answer. I don't think NTL actually train their CSRs to deal with customers effectively without provoking customers. I don't think telling me about good or bad Customers Services in different organisations is going to help change my mind if I'm able to rate the skills of customer services staff. I think there are serious cultural problems at NTL in how they handle customers. The staff at BT are so much careful in how they speak to their customers. In my dealings with NTL staff they are not and they certainly lack the professionalism of BT staff. The problem is not just about good/bad customer service staff but how organisations deal with customers in general. For example a very good customer service rep at NTL may be below average when compared to BT.
Though I accept there are a few people happy with their level of service, I for one refuse to accept second best.
Actually I'm above that simplistic view. When I interact with NTL CSRs it is most apparent they lack skills in handling customers. The sort of skills they do lack are genuine listening skills, empathy skills, the ability to analyse problems and how to give a satisfactory answer. I don't think NTL actually train their CSRs to deal with customers effectively. This is not about good or bad Customers Services but whether the organisation has a culture of dealing with customers respectively. I think there is a serious cultural problems at NTL.
i find this very interesting, because from your location you are probably in the same "ntl area" as me, and yet you have had oddles of problems with cs and i haven't apart from waiting times.....you may say that i am more willing to put up with their crap/crap customer service..but i wouldnt agree i have worked in the customer service sector, in one way or another, for the past 5years...maybe the way you approach the person you are speaking does effect their performance..maybe it doesn't :erm: :shrug:
Undisputedtruth
13-11-2003, 20:26
i find this very interesting, because from your location you are probably in the same "ntl area" as me, and yet you have had oddles of problems with cs and i haven't apart from waiting times.....you may say that i am more willing to put up with their crap/crap customer service..but i wouldnt agree i have worked in the customer service sector, in one way or another, for the past 5years...maybe the way you approach the person you are speaking does effect their performance..maybe it doesn't :erm: :shrug:
I think with you, you're probably happy with their service. However, I just not happy with second best. Why should I be dragged down to settle for second best, Bexy?
I've been on various courses on how to handle to dificult and abusive people and thankfully I have used these skills when dealing with NTL associates. I try not to ask difficult questions as this only confuse their minds. I try and give support especially when they are clearly not capable. Though I'm polite on the phone, they are clearly lack skills in handling customers.
I've been on various courses on how to handle to dificult and abusive people and thankfully I have used these skills when dealing with NTL associates. I try not to ask difficult questions as this only confuse their minds. I try and give support especially when they are clearly not capable. Though I'm polite on the phone, they are clearly lack skills.
Thats a very high and mighty attitude your taking there UDT ??
I've been on various courses on how to handle to dificult and abusive people and thankfully I have used these skills when dealing with NTL associates. I try not to ask difficult questions as this only confuse their minds. I try and give support especially when they are clearly not capable. Though I'm polite on the phone, they are clearly lack skills.
so let me get this straight.....you help them? ummm if you are helping them, why bother phoning them in the first place?
i seriously dont know what they are doing which is so wrong, i have always spoken to helpful people.....i think there was only one lad i would describe as unhelpful, and yes in the end i found it was just easier to sort out the fault on my own, but in hindsight it was probably due to a lack of communication...
I think with you, you're probably happy with their service. However, I just not happy with second best. Why should I be dragged down to settle for second best, Bexy?
excuse me?
are u insinuating that i am happy with "second best" ? having worked for customer service i know the level of service that i should be getting......i think that it is YOU that has the problem, in that you are maybe expecting too much, or are going in with a negative attitude
Actually I'm above that simplistic view. When I interact with NTL CSRs it is most apparent they lack skills in handling customers. The sort of skills they do lack are genuine listening skills, empathy skills, the ability to analyse problems and how to give a satisfactory answer. I don't think NTL actually train their CSRs to deal with customers effectively without provoking customers. I don't think telling me about good or bad Customers Services in different organisations is going to help change my mind if I'm able to rate the skills of customer services staff. I think there are serious cultural problems at NTL in how they handle customers. The staff at BT are so much careful in how they speak to their customers. In my dealings with NTL staff they are not and they certainly lack the professionalism of BT staff. The problem is not just about good/bad customer service staff but how organisations deal with customers in general. For example a very good customer service rep at NTL may be below average when compared to BT.
Though I accept there are a few people happy with their level of service, I for one refuse to accept second best.
UDT, you say you are above that simplistic view. Yet, you have in the past (several times on here and .com) announced that all NTL employees are bad and/or liars. That, to me, is a simplistic view.
My point is that you cannot generalise like that. Even if all the CS people you have dealt with have been terrible, it does not mean that ALL CS people in ALL areas are bad.
Undisputedtruth
13-11-2003, 20:41
Thats a very high and mighty attitude your taking there UDT ??
I see things beyond simplistic levels I'm afraid. Though it does amuse me when people think I don't know about the concept of good and bad CSRs from different employers. There is more to customer handling than talking nicely to customers.
I can remember when i started a thread on nthw.com on whether CSRs do get customer service training. Though there were many responses, there were hardly any replies that actually convinced me on whether NTL employees have adequate customer handling skills. One rep replied with he actually talked about the weather to calm the customer down. So picture this, screaming client down the phone line complaining of service being cut off and NTL associate talks about the weather to calm him down - muppet. :rolleyes:
I think with you, you're probably happy with their service. However, I just not happy with second best. Why should I be dragged down to settle for second best, Bexy?
UDT, you say you won't accept second best. Well, going by your previous posts, you have one phone line from BT and one from NTL. If it causes you such stress, why use the NTL one? Why not get a second line from BT?
Surely by using NTL, you are taking second best even if you don't accept it.
Undisputedtruth
13-11-2003, 20:53
UDT, you say you won't accept second best. Well, going by your previous posts, you have one phone line from BT and one from NTL. If it causes you such stress, why use the NTL one? Why not get a second line from BT?
Surely by using NTL, you are taking second best even if you don't accept it.
Mainly because the phone is part of the cable package. :rolleyes:
I'm sure I've said this many times.
popcorn anyone? Download Failed (1)
wanna Download Failed (1) with that?
better hurry, the Download Failed (1) is about to start
or do i mean Download Failed (1) ?
or perhaps even Download Failed (1) ?
mark what have u been drinking? :eek:
i'll have some popcorn and a cola please :p
Mainly because the phone is part of the cable package. :rolleyes:
I'm sure I've said this many times.
funny u make a sweeping statment about me settling for second best, and then ignore the reply :shrug:
Undisputedtruth
13-11-2003, 20:58
UDT, you say you are above that simplistic view. Yet, you have in the past (several times on here and .com) announced that all NTL employees are bad and/or liars. That, to me, is a simplistic view.
My point is that you cannot generalise like that. Even if all the CS people you have dealt with have been terrible, it does not mean that ALL CS people in ALL areas are bad.
I don't generalise, I purely look at their customer handling skills. Though I never announced all NTL CS people are liars/bad/incompetant (those are other people's words), I have not seen any evidence to suggest they are not incompetant, not liars and not bad.
Undisputedtruth :walk:
I don't generalise, I purely look at their customer handling skills. Though I never announced all NTL CS people are liars/bad/incompetant (those are other people's words), I have not seen any evidence to suggest they are not incompetant, not liars and not bad.
Undisputedtruth :walk:What despite the posts stating it ????
50% of people say it's OK ....
1.I don't generalise,
2.I purely look at their customer handling skills.
3.Though I never announced all NTL CS people are liars/bad/incompetant
4.I have not seen any evidence to suggest they are not incompetant, not liars and not bad.
is it me or are these statements inconsistent......??????
I don't generalise, I purely look at their customer handling skills. Though I never announced all NTL CS people are liars/bad/incompetant (those are other people's words), I have not seen any evidence to suggest they are not incompetant, not liars and not bad.
Undisputedtruth :walk:
Actually, I have, on several occasions seen you describe NTL employees as liars, or bad, or incompetant. Sometimes you have also said that all NTL employees are liars. You have also told people that they are proNTL so therefore they must work for NTL.
Undisputedtruth
13-11-2003, 21:15
funny u make a sweeping statment about me settling for second best, and then ignore the reply :shrug:
Are expecting me to reply to two different post at once? :rolleyes:
excuse me?
are u insinuating that i am happy with "second best" ? having worked for customer service i know the level of service that i should be getting......i think that it is YOU that has the problem, in that you are maybe expecting too much, or are going in with a negative attitude
You may have worked in customer serice, perhaps even for NTL (whether you did or not I do not care), but I very much doubt your customer handling skills is advanced as mine. If you did, then perhaps you could see things the way I do. As for me having high expectations, I do not make any apologies and why should I? With NTL, I'm afraid, I have low expectations. There is no point is setting them for NTL. BT has actually surpassed my expectations.
Again, you're suggesting I'm approaching the associates with a negative attitude. May I refer to you my answer I gave in post #53. Do you not read my post? :geez:
but I very much doubt your customer handling skills is advanced as mine.
:rofl: :rofl:
You may have worked in customer serice, perhaps even for NTL (whether you did or not I do not care), but I very much doubt your customer handling skills is advanced as mine.
oh im sorry i forgot you knew me personally, and i forgot that you know all about my job history and the level of skills i have aquired, how silly of me to even question that it maybe YOU that has a problem and not the rest of us who feel that ntl cs isn's as bad as you made out
and as for me not being as advanced as u, get over yourself
I sometimes wonder whether some of these people actually read my posts without their imagination taking over.
Sometimes you are so needlessly rude to everyone, it's a wonder they read your posts at all.
Ok people, keep it calm or this thread will be locked down for 30 minutes for people to cool off.
Undisputedtruth
13-11-2003, 21:30
oh im sorry i forgot you knew me personally, and i forgot that you know all about my job history and the level of skills i have aquired, how silly of me toe ven question that it maybe YOU that has a problem and not the rest of us who feel that ntl cs isn's as bad as you made out
and as my me not being as advanced as u...take you head out of your *** for five minutes and look into the real world
Bexy, you have no evidence to support what you're saying. You have not given any examples of your competance. To say you worked in a customer services for five years does not mean you have fully developed customer handling skills. If you look at people who have worked in supermarkets, McDonalds or ticket offices then they can also claim they have customer service skills.
Again, you're trying to suggest it is me that have the problem. Yet again, do I need to repeat myself of pointing out again a previous answer in post #53. Let me know if you don't understand what I said in #53.
Bexy, you have no evidence to support what you're saying. You have not given any examples of your competance. To say you worked in a customer services for five years does not mean you have fully developed customer handling skills. If you look at people who have worked in supermarkets, McDonalds or ticket offices then they can also claim they have customer service skills.
Again, you're trying to suggest it is me that have the problem. Yet again, do I need to repeat myself of pointing out again a previous answer in post #53. Let me know if you don't understand what I said in #53.
you are the most condescending person i have ever come across on this forum, if you approach the cs staff in the same manner, no wonder they arent helpful to you
you have no right to say that you are better/more advanced than anyone else, you ask me where my experience/my evidence is and you constantly seem to ask people to support themselves, yet you dont seem to give any evidence for what you claim
what is this fixation you have with post 53...sorry am i missing something :dunce:
You may have worked in customer serice, perhaps even for NTL (whether you did or not I do not care), but I very much doubt your customer handling skills is advanced as mine. If you did, then perhaps you could see things the way I do.
As bexy has said, how do you know how well she deals with customers? Do you know her? Have you ever spoken to her? As to your own Customer Handling skills, I have found you to be polite in PMs (ie on a one to one basis) but on the forums, you are somewhat less than polite, and even rude in some cases.
As for me having high expectations, I do not make any apologies and why should I? With NTL, I'm afraid, I have low expectations. There is no point is setting them for NTL. BT has actually surpassed my expectations.
Good, if you get bad service from any company you should stand up for your rights. Not enough people in this country do that.
Again, you're suggesting I'm approaching the associates with a negative attitude. May I refer to you my answer I gave in post #53. Do you not read my post? :geez:
I've been on various courses on how to handle to dificult and abusive people and thankfully I have used these skills when dealing with NTL associates. I try not to ask difficult questions as this only confuse their minds. I try and give support especially when they are clearly not capable. Though I'm polite on the phone, they are clearly lack skills in handling customers.
So, you don't approach NTL associates with a negative attitude? Yet you say "I try not to ask difficult question as this only confuse their mind" & "thankfully I have used these skills when dealing with NTL associates". You appear to be assuming that whatever associate you speak to will be thick (or lack communication skills) or difficult. If that is not a negative attitude, I don't know what is.
Undisputedtruth
13-11-2003, 21:40
Sometimes you are so needlessly rude to everyone, it's a wonder they read your posts at all.
So it is okay for others for others not to read my posts properly and then for them to get all argumentative about it. :rolleyes:
To suggest I'm needlessly rude is perhaps the wrong statement to use, poor judgement I think.
Ok, sorry for bothering you all...I'll just go away then.....
Ok, sorry for bothering you all...I'll just go away then.....
Russ, stay...
to be serious for a moment....
UDT, you keep on about your superior customer service skills, all the training you have had and how good you are - ie, dealing with difficult people - yet you are constantly rude and abusive to just about everyone on here... why not practice what you preach and BE NICE?
ok, be rude as you like to me, i really wont lose any sleep over it, but there are people who have been perfectly nice to you, offering genuine help - yet as soon as you find out they work for ntl, you become rude and insulting....well, thinking about it they dont even have to say they work for ntl, using homealne as an example the other night (sorry to bring your name up mate), all they have to do is not loudly denounce ntl to recieve your insults
sod customer service skills...... how about you try acting like a human being for once?, you do and you will be pleasantly surprised at how willing people will be to sort your problems, i promise you......
Ok, sorry for bothering you all...I'll just go away then.....
come on russ dont be like that
<bexy steps away from the thread for a few minutes :walk: >
to be serious for a moment....
UDT, you keep on about your superior customer service skills, all the training you have had and how good you are - ie, dealing with difficult people - yet you are constantly rude and abusive to just about everyone on here... why not practice what you preach and BE NICE?
ok, be rude as you like to me, i really wont lose any sleep over it, but there are people who have been perfectly nice to you, offering genuine help - yet as soon as you find out they work for ntl, you become rude and insulting....well, thinking about it they dont even have to say they work for ntl, using homealne as an example the other night (sorry to bring your name up mate), all they have to do is not loudly denounce ntl to recieve your insults
sod customer service skills...... how about you try acting like a human being for once?, you do and you will be pleasantly surprised at how willing people will be to sort your problems, i promise you......
well said that man :beer: for you :kiss:
wanted rep you but have to slut it around again before i can :naughty:
Undisputedtruth
13-11-2003, 21:53
So, you don't approach NTL associates with a negative attitude? Yet you say "I try not to ask difficult question as this only confuse their mind" & "thankfully I have used these skills when dealing with NTL associates". You appear to be assuming that whatever associate you speak to will be thick (or lack communication skills) or difficult. If that is not a negative attitude, I don't know what is.
The point you fail to grasp is that when I deal with CSRs they do not get overstretch thus making their lives a bit more easier.
Undisputedtruth
13-11-2003, 21:59
to be serious for a moment....
UDT, you keep on about your superior customer service skills, all the training you have had and how good you are - ie, dealing with difficult people - yet you are constantly rude and abusive to just about everyone on here... why not practice what you preach and BE NICE?
ok, be rude as you like to me, i really wont lose any sleep over it, but there are people who have been perfectly nice to you, offering genuine help - yet as soon as you find out they work for ntl, you become rude and insulting....well, thinking about it they dont even have to say they work for ntl, using homealne as an example the other night (sorry to bring your name up mate), all they have to do is not loudly denounce ntl to recieve your insults
sod customer service skills...... how about you try acting like a human being for once?, you do and you will be pleasantly surprised at how willing people will be to sort your problems, i promise you......
What are you talking about Mark? I've done extremely well in sorting out my telephone line when it was disconnected through NTL's own incompetance, without anyone's help on these forum. :smokin:
However, it is a sheer pleasure in dealing with BT, that you can only speak with or listen with respect. Sadly, NTL are a long way off to get my respect. THERE IS NO POINT IN RESPECTING NTL IF THEY ARE UNABLE TO RECIPROCATE.
The point you fail to grasp is that when I deal with CSRs they do not get overstretch thus making their lives a bit more easier.... and the point you fail to grasp is that no matter how much CS knowledge you have, treating other members and CS staff as a lower lifeform is just going to breed contempt.
here's a statement for you....contemption builds contemption
:notopic: but i have the duelling banjos tune in my head
What are you talking about Mark? I've done extremely well in sorting out my telephone line when it was disconnected through NTL's own incompetance, without anyone's help on these forum. :smokin:
Has it occurred to you that maybe if you hadn't spent so much time ****ing off NTL (words from your profile), somebody on this forum may just have been willing and able to help?
Undisputedtruth
13-11-2003, 22:15
... and the point you fail to grasp is that no matter how much CS knowledge you have, treating other members and CS staff as a lower lifeform is just going to breed contempt.
I bet some idiot reading Nemesis post will one day say i actually said CS are lower life forms.
The point you fail to grasp is that when I deal with CSRs they do not get overstretch thus making their lives a bit more easier.
Ahh, so you are doing a service to CSRs?
Undisputedtruth
13-11-2003, 22:18
Has it occurred to you that maybe if you hadn't spent so much time ****ing off NTL (words from your profile), somebody on this forum may just have been willing and able to help?
Even if they offered it, I would decline it as i can do a much better job of as clearly demonstrated in the thread "More incompetance from NTL". :wavey:
Even if they offered it, I would decline it as i can do a much better job of as clearly demonstrated in the thread "More incompetance from NTL". :wavey:
oh plzzzzzzzz no one can genuinely be this big headed.......
if i was in a face to face situation i would be looking for jeremy beadle.....maybe they are making a internet show :eeek: :rofl:
edit: did i split my infinitives there :erm:
I bet some idiot
You see, you really don't even know you're doing it, do you?
I absolutely refuse to believe you are the socially maladjusted loner that you seem to want to make yourself out to be on this forum. I am determined to believe you are a perfectly nice, misunderstood person who is just angry at having been mucked about by NTL.
Next time there's a nthw meet-up, come along - I've missed them all so far but I want to go to the next one. If all of us get together and have a drink and a laugh, I'm certain things will be much happier round here.
:beer:
Even if they offered it, I would decline it as i can do a much better job of as clearly demonstrated in the thread "More incompetance from NTL". :wavey:
So, somebody on this forum couldn't have just looked into what had happened and sorted it out without all the stress you suffered? Without the 5 phone calls and the letter to Oftel?
You see, you really don't even know you're doing it, do you?
I absolutely refuse to believe you are the socially maladjusted loner that you seem to want to make yourself out to be on this forum. I am determined to believe you are a perfectly nice, misunderstood person who is just angry at having been mucked about by NTL.
Next time there's a nthw meet-up, come along - I've missed them all so far but I want to go to the next one. If all of us get together and have a drink and a laugh, I'm certain things will be much happier round here.
:beer:
awwww towny u are so sweet :kiss:
Undisputedtruth
13-11-2003, 22:29
So, you don't approach NTL associates with a negative attitude? Yet you say "I try not to ask difficult question as this only confuse their mind" & "thankfully I have used these skills when dealing with NTL associates". You appear to be assuming that whatever associate you speak to will be thick (or lack communication skills) or difficult. If that is not a negative attitude, I don't know what is.
Well if tried to treat NTL CSRs as capable and reasonable, then I can almost guarantee it they will say inappropriate things, get emotional or cause more problems
Well if tried to treat NTL CSRs as capable and reasonable, then I can almost guarantee it they will say inappropriate things, get emotional or cause more problems
get emotional? when you treat them as capable and reasonable......are you sure you are calling ntl cs??? emotional pfffttttt
I bet some idiot reading Nemesis post will one day say i actually said CS are lower life forms.
if i really have to i will find quotes (reading through your posts is not a fun prospect) but from memory i belive you have called them...
incompetant
thick
stupid
unskilled
ignorant
rude
unable to understand what you say
incapable of doing anything
liars
puppets towing the party line
:blah:
oh, just to prove a point - from this thread alone
imbecilles
the liars they are
'I try not to ask difficult question as I know this may confuse their minds'
'cut the nonsense about moral fibre - you work for NTL, remember'
'I try not to ask difficult questions as this only confuse their minds' (again :rolleyes: )
they are clearly not capable
ok, that was only to page 4, and i couldnt be bothered to continue....
add to all that all those times you have mentioned 'contempt' and anyone will have a clear impression you feel they are 'lower life forms'
:rolleyes:
Undisputedtruth
13-11-2003, 22:33
So, somebody on this forum couldn't have just looked into what had happened and sorted it out without all the stress you suffered? Without the 5 phone calls and the letter to Oftel?
I didn't know I wrote a letter to OFTEL. :confused:
Get your facts right, scastle, and not for the first time either, for the record it was 7 phone calls to NTL and one to OFTEL. I'm beginning to wonder if you guys have reading problems here.
I didn't know I wrote a letter to OFTEL. :confused:
Get your facts right, scastle, and not for the first time either, for the record it was 7 phone calls to NTL and one to OFTEL. I'm beginning to wonder if you guys have reading problems here.And of course, you are always right... Actually, I was going from memory on that particular thread.
Anyway, I digress. How is a grand total of eight phone calls more efficient than getting somebody to look into the problem here? Apart from the fact that you would have to be nice to people here as they are not required to help you.
I'm beginning to wonder if you guys have reading problems here.
well since im a gal that excludes me :rofl: apparently im an honoury guy so it does include me :p
but serious comments like this are the reason people make comments back at you
Undisputedtruth
13-11-2003, 22:47
You see, you really don't even know you're doing it, do you?
I absolutely refuse to believe you are the socially maladjusted loner that you seem to want to make yourself out to be on this forum. I am determined to believe you are a perfectly nice, misunderstood person who is just angry at having been mucked about by NTL.
Next time there's a nthw meet-up, come along - I've missed them all so far but I want to go to the next one. If all of us get together and have a drink and a laugh, I'm certain things will be much happier round here.
:beer:
I noticed you have edited that particular sentence to fit in with your thinking so for the record I shall include the sentence here.
I bet some idiot reading Nemesis post will one day say i actually said CS are lower life forms.
I noticed you have edited that particular sentence to fit in with your thinking so for the record I shall include the sentence here.
What towny was getting at was the derisory comment 'some idiot'. You just don't realise that your being so insulting do you ?
:erm: wasnt towny actually being nice to you????
:erm: wasnt towny actually being nice to you????
I thought he was. Obviously UDT took it differently.
Undisputedtruth
13-11-2003, 23:01
And of course, you are always right... Actually, I was going from memory on that particular thread.
Shady memory me think
Anyway, I digress. How is a grand total of eight phone calls more efficient than getting somebody to look into the problem here? Apart from the fact that you would have to be nice to people here as they are not required to help you.
I see, be nice to these people and get lower compensation. Thanks but no thanks. :geez:
I thought he was. Obviously UDT took it differently.
ok at least it wasnt just me :p
What towny was getting at was the derisory comment 'some idiot'. You just don't realise that your being so insulting do you ?
Thanks, you saved me trying to explain it again. I was trying to be nice. :(
Undisputedtruth
13-11-2003, 23:10
The bit I don't get is that everywhere I go I tend to get good deals or people have been nice to me. For some reason I do not get the level of service I'm accustomed to with NTL.
No-one has ever denied that NTL's CS has had problems. We agree with you on that. Only 9 people out of 54 have voted that they have 'never' had any trouble.
homealone
13-11-2003, 23:17
Shady memory me think
I see, be nice to these people and get lower compensation. Thanks but no thanks. :geez:
so your ethos is not how good/bad NTL CS is - but how much compensation you can get?
- if you get away with it. then good luck;)
Undisputedtruth
13-11-2003, 23:40
so your ethos is not how good/bad NTL CS is - but how much compensation you can get?
- if you get away with it. then good luck;)
My ethos is simply this: Good customer care, quality products at lower cost. Second best is not for me!
My ethos is simply this: Good customer care, quality products at lower cost. If I don't get it then I expect compensation!
ok maybe its me being a :dunce: but if you are seriously that unhappy then cancel ur ntl or do something about it for crying out loud
I see, be nice to these people and get lower compensation. Thanks but no thanks. :geez:
so you are admitting you are not 'nice' to csa's when you call then? simply to ge the most out of them you can? and you wonder why you seem to be able to get little out of them??
if someone was a right ba*tard to me on the phone, id be polite, to the point and do no more than i absolutley had to. someone is nice - hell, even normal - id do whatever i could for them, including bending a few rules
to get it sorted...... a lesson for ya perhaps....
Undisputedtruth
13-11-2003, 23:54
ok maybe its me being a :dunce: but if you are seriously that unhappy then cancel ur ntl or do something about it for crying out loud
It was not me that chose NTL but NTL had bought my franchise area out and offered poor customer services in return. As a customer I have every right to voice my dissatisfaction in the way NTL has managed their affairs in provided me a supposed service.
I've tried to cancel my services and have been offered retention deals which I have accepted. However, there will be a time when I will cancel my service altogether with NTL. Thanks to BT for saving a small fortune on my telephone bill, this actually finance my NTL package.
It was not me that chose NTL but NTL had bought my franchise area out and offered poor customer services in return. As a customer I have every right to voice my dissatisfaction in the way NTL has managed their affairs in provided me a supposed service.
I've tried to cancel my services and have been offered retention deals which I have accepted. However, there will be a time when I will cancel my service altogether with NTL. Thanks to BT for saving a small fortune on my telephone bill, this actually finance my NTL package.
yes u have every right to be dissatisfied with the service, but if i was you and i had such a problem about their CS i would write a strongly worded letter to the MD and i would cancel my contract regardless of the fact that they offered me deals......if its the tv you will miss, well get sky or digital, if its the BB u obviously already have BT get BT BB........
or you could just continue to bemoan the service you get.....your choice really :shrug:
homealone
13-11-2003, 23:58
My ethos is simply this: Good customer care, quality products at lower cost. Second best is not for me!
I should have known - sorry udt I thought you were a bloke - my mistake. lol. ;)
well.. apart from the long hold times (i did call the day the bill arrived.. which was probably a mistake..) they have always been polite and sorted out my problems immediately.
I've had a fair few worse telephone customer service experiences from other companies too be sure!
Undisputedtruth
14-11-2003, 00:03
yes u have every right to be dissatisfied with the service, but if i was you and i had such a problem about their CS i would write a strongly worded letter to the MD and i would cancel my contract regardless of the fact that they offered me deals......if its the tv you will miss, well get sky or digital, if its the BB u obviously already have BT get BT BB........
or you could just continue to bemoan the service you get.....your choice really :shrug:
Thanks for your advice :rolleyes: but I'm capable of making my own decisions and what is best for me.
Thanks for your advice :rolleyes: but I'm capable of making my own decisions and what is best for me.
i am sure you are........and i also forgot that you hate taking advice, my bad
I noticed something interesting in the poll above. Out of 5 people that (AFAIK) are NTL employees and voted, only one voted that he/she had no trouble with the service.
3 voted generally OK, and one agreed with UDT that it is 50/50
I've had good experiences and bad with NTL CS but UDT at the end of the day coming to a site like this or .com and relentlessly whining and crying and throwing your dummy out of the pram will get you nowhere.
Annoying other members or posting derisory remarks about them will just make people ignore you or post just to have a go at you.
Undisputedtruth
14-11-2003, 00:10
so you are admitting you are not 'nice' to csa's when you call then? simply to ge the most out of them you can? and you wonder why you seem to be able to get little out of them??
if someone was a right ba*tard to me on the phone, id be polite, to the point and do no more than i absolutley had to. someone is nice - hell, even normal - id do whatever i could for them, including bending a few rules
to get it sorted...... a lesson for ya perhaps....
Mark, read my posts properly and then get back to me. I have no time for people unable to read my posts without adding their imagination to it as well.
Thanks for your last paragragh. This only highlights CSRs unprofessional behaviour. A good CSR should still be helpful to an abusive customer, otherwise he is no better than the abusive customer himself.
Undisputedtruth
14-11-2003, 00:16
I've had good experiences and bad with NTL CS but UDT at the end of the day coming to a site like this or .com and relentlessly whining and crying and throwing your dummy out of the pram will get you nowhere.
Annoying other members or posting derisory remarks about them will just make people ignore you or post just to have a go at you.
Actually, when NTL bought my franchise I gave them the benefit of the doubt and what did that get me? Absolutely nothing. Besides i enjoy arguing. Well, at least I know where not to go for some helpful advice. :rolleyes:
Mark, read post again properly and then get back to me. I have no time for people unable to read my post without adding their imagination to it as well.
Thanks for your last paragragh. This only highlights CSRs unprofessional behaviour. A good CSR should still be helpful to an abusive customer, otherwise he is no better than the abusive customer himself.
:rofl: take your own advice and read mark's post properly, he said he would be polite to the abusive customer, and do his job, but not take it that one step further and go out of his way to go that extra mile
Thanks for your last paragragh. This only highlights CSRs unprofessional behaviour. A good CSR should still be helpful to an abusive customer, otherwise he is no better than the abusive customer himself.I think Mark was saying that he would still be as helpful as required, but would be less likely to go beyond the minimum required to help an abusive customer.
So, UDT, in your (presumably) customer facing rule, are you equally helpful to all your customers? Or do you help some more than others?
Edit: Was typing this while bexy posted.
Besides i enjoy arguing.
:rofl: :rofl:
Undisputedtruth
14-11-2003, 00:25
:rofl: take your own advice and read mark's post properly, he said he would be polite to the abusive customer, and do his job, but not take it that one step further and go out of his way to go that extra mile
Actually Mark said he would not more than it was necessary. There is nothing in my reply to Mark to suggest Mark was being rude to the customer. The point I was trying to make, and you failed to grasp, is that a professional will go the extra mile to help the abusive customer. From personal experience of dealing with difficult customers, most abusive customers are reasonable people.
I think Mark was saying that he would still be as helpful as required, but would be less likely to go beyond the minimum required to help an abusive customer.
So, UDT, in your (presumably) customer facing rule, are you equally helpful to all your customers? Or do you help some more than others?
Edit: Was typing this while bexy posted.
:LOL: well at least we read his post and agreed :p
Besides i enjoy arguing.
your talking to a philosopher its what i am trained to do :p;)
Actually Mark said he would not more than it was necessary. There is nothing in my reply to Mark to suggest Mark was being rude to the customer. The point I was trying to make, and you failed to grasp, is that a professional will go the extra mile to help the abusive customer. From personal experience of dealing with difficult customers, most abusive customers are reasonable people.
so again it is US who have mis-understood you, i see hmmmmm
hang on just one second mr udt person, saying that what mark said higlighted the unprofessionalism of ntl csrs.............is saying that he will not be willing to help abusive customers....or am i mis-interepreting you again?
Actually, when NTL bought my franchise I gave them the benefit of the doubt and what did that get me? Absolutely nothing. Besides i enjoy arguing. Well, at least I know where not to go for some helpful advice. :rolleyes:
Oh what a shame and I was so looking forward to helping you.
UDT you need to get a grip and stop the relentless, pointless moaning. People might listen to you then.
Being rude solves nothing, sometimes it pays to be nice and to listen. Its how we learn. It costs nothing to be considerate of others, it also takes very little effort to stop behaving like a spoilt child.
From personal experience of dealing with difficult customers, most abusive customers are reasonable people.
Well that would make you extremely reasonable then wouldn't it.
Undisputedtruth
14-11-2003, 00:33
so again it is US who have mis-understood you, i see hmmmmm
hang on just one second mr udt person, saying that what mark said higlighted the unprofessionalism of ntl csrs.............is saying that he will not be willing to help abusive customers....or am i mis-interepreting you again?
Actually Mark said he would not more than it was necessary. There is nothing in my reply to Mark to suggest Mark was being rude to the customer. The point I was trying to make, and you failed to grasp, is that a professional will go the extra mile to help the abusive customer. From personal experience of dealing with difficult customers, most abusive customers are reasonable people.
you know what i have dealt with loads of abusive customers and i have always managed to calm them down, and have also gone out on a limb to sort out their problem, i have gone that extra mile, however you have already told me that my cs skills are no way as advanced as yours, therefore i must conclude that you don't just go that extra mile, you are willing to go to the ends of the earth just to calm an abusive/or maybe even a normal customer.......
Undisputedtruth
14-11-2003, 00:41
Oh what a shame and I was so looking forward to helping you.
UDT you need to get a grip and stop the relentless, pointless moaning. People might listen to you then.
Being rude solves nothing, sometimes it pays to be nice and to listen. Its how we learn. It costs nothing to be considerate of others, it also takes very little effort to stop behaving like a spoilt child.
Well that would make you extremely reasonable then wouldn't it.
Thanks for your advice :rolleyes: but I'm capable of making my own decisions and what is best for me.
Undisputedtruth
14-11-2003, 00:48
you know what i have dealt with loads of abusive customers and i have always managed to calm them down, and have also gone out on a limb to sort out their problem, i have gone that extra mile, however you have already told me that my cs skills are no way as advanced as yours, therefore i must conclude that you don't just go that extra mile, you are willing to go to the ends of the earth just to calm an abusive/or maybe even a normal customer.......
Whatever, you say you are philosopher but unable to read properly my posts.
Don't be too surprise in future if I just give you a repeated quote reply. I very much doubt whether you have the competance to calm a customer down. You're just repeating what I've said earlier on good customer service skills. Again, I noted your imagination taking over again on imagining things you think I said. :rolleyes:
Wow, you have stunned me with the maturity, depth and sheer amount of thought you put into your post UDT.
Thankyou for putting so much into your response and for voicing so eloquently your viewpoint. I marvel at your wisdom. There are so many ways that I would like to respond to your post with but many would get me banned or this thread closed so in parting.......
grow up.
Whatever, you say you are philosopher but unable to read properly my posts.
Don't be too surprise in future if I just give you a repeated quote reply. I very much doubt whether you have the competance to calm a customer down. You're just repeating what I've said earlier on good customer service skills. Again, I noted your imagination taking over again on imagining things you think I said. :rolleyes:
WTF :mad:
i say i am a philosopher, that is because i am....i have both an a level and a degree in it...just because you can't explain yourself properly don't you dare start putting me down
You may have worked in customer serice, perhaps even for NTL (whether you did or not I do not care), but I very much doubt your customer handling skills is advanced as mine.
soory i jsut imagined u saying that......my bad
as for me having competence, you dont know me and you know what i am beginning to see that you are not worth discussing anything with
Undisputedtruth
14-11-2003, 00:53
Wow, you have stunned me with the maturity, depth and sheer amount of thought you put into your post UDT.
Thankyou for putting so much into your response and for voicing so eloquently your viewpoint. I marvel at your wisdom. There are so many ways that I would like to respond to your post with but many would get me banned or this thread closed so in parting.......
grow up.
:blah: :blah: :blah: :blah: :blah: :blah:
Thanks for your advice :rolleyes: but I'm capable of making my own decisions and what is best for me.
Undisputedtruth
14-11-2003, 01:01
WTF :mad:
i say i am a philosopher, that is because i am....i have both an a level and a degree in it...just because you can't explain yourself properly don't you dare start putting me down
I be more impressed if you had a maths, physics, business degree or something along those lines. I more inclined to go for you can't read properly which is why you chosen the easy option of going for a degree in philosophy. I can remember a girl I once interview and she had a degree in history but she could not spell the word Jamaica. :dunce:
If you like I could further explain how you misinterpreted my posts in greater detail.
History? Jamaica? Well that makes as much sense as many of your responses I supose.
If Bex can't read your posts properly it's because your grammar sucks. try reading your own posts when you get your head out of your ....
I be more impressed if you had a maths, physics, business degree or something along those lines. I more inclined to go for you can't read properly which is why you chosen the easy option of going for a degree in philosophy. I can remember a girl I once interview and she had a degree in history but could not spell the word Jamaica. :dunce:
If you like I could further explain how you misinterpreted my posts in greater detail.
:rofl: :rofl: :rofl:
i see not only am i not as good as you in regards to customer service im also an idiot because i didnt study a course that you deem to be worthwhile.....
can i please just point out that all those disciplines you have mentioned are covered in philosophy, i tell you what mr high and mighty, why don't you go and buy a book on elementary logic and see if you can work it out....
or buy an philosophy text and then you tell me that its not an impressive subject....
you are the ONLY person who i have ever spoken to who has put down philosophy
sorry i cant type im laughing too much.....you seriously are the funniest person i have ever meet
Undisputedtruth
14-11-2003, 01:11
History? Jamaica? Well that makes as much sense as many of your responses I supose.
If Bex can't read your posts properly it's because your grammar sucks. try reading your own posts when you get your head out of your ....
Thanks for your advice :rolleyes: but I'm capable of making my own decisions and what is best for me.
Copy and paste functions are absolutely brilliant.
Yes they are and they are also the sign of a lazy, ignorant, small minded, egotistical fool who has no grip of the English language.
Undisputedtruth
14-11-2003, 01:17
:rofl: :rofl: :rofl:
i see not only am i not as good as you in regards to customer service im also an idiot because i didnt study a course that you deem to be worthwhile.....
can i please just point out that all those disciplines you have mentioned are covered in philosophy, i tell you what mr high and mighty, why don't you go and buy a book on elementary logic and see if you can work it out....
or buy an philosophy text and then you tell me that its not an impressive subject....
you are the ONLY person who i have ever spoken to who has put down philosophy
sorry i cant type im laughing too much.....you seriously are the funniest person i have ever meet
I actually put down someone who had a degree in Religious education and she was thick as shiite. As for philosopy, I'm sure it is a fascinating subject, but unfortunate if someone was trying to impress by how intelligent they are just by having a philosophy degree then they are 'barking up the wrong tree'. Besides, most philosophers I know, are usually visiting the jobcentres on a regular basis.
Undisputedtruth
14-11-2003, 01:17
Yes they are and they are also the sign of a lazy, ignorant, small minded, egotistical fool who has no grip of the English language.
Thanks for your advice :rolleyes: but I'm capable of making my own decisions and what is best for me.
Undisputedtruth
14-11-2003, 01:21
Anyway, I'm off to bed.
Emperor Ming
14-11-2003, 01:43
Admin Edit:- Offensive post removed
Besides, most philosophers I know, are usually visiting the jobcentres on a regular basis.
im detecting your traditional sweeping generalisations again.....
i have a friend who has a phd in physics - yet he is on the dole, so whats your point?
in every possible subject you are going to have people who really deserved their degree, and some who leave you wondering they must have paid for it. its just a personal opinion, but nowadays i feel the most important thing about general degrees is the fact that that person has devoted 3 yrs + of their lives to study, in order to better themselves. that is something they have to work for and naturally should be rewarded.
So dont be so ignorant to put someones hard work and effort down just because you, the lord god almighty, dont like the subject. I keep hearing of all this training in customer care you have done, how you are the 'big i am' wherever it is that is unlucky enough to employ you - how you know how to do things the 'right' way :blah: :blah:
SO mr hot shot - WHAT courses have you been on? WHAT do you do as a job that enables you to give customer service like its manna from the heavens? do YOU have a degree in some mind bendingly difficult subject that allows you to look down your beaky nose in distain upon all others?
no, wait, wasting my time here arnt i? asking you to be open and back yourself up?....i must be losing the plot cos as sure as night follows day EVERYONE HERE KNOWS you simply cant do that.....
Oh, and one other thing....
you mentioned earlier - id better quote you else youd accuse me of 'imagining you saying things' again :rolleyes: -
If you look at people who have worked in supermarkets, McDonalds or ticket offices then they can also claim they have customer service skills.
rather unfair of you - snobbish perhaps?
surely its not a matter of WHERE a person works that depends on the standard of customer service (unless you are a bigoted fool of course)
surely you can recieve outstanding customer service from a barman in a reed bar on the beach in the tropics? any reasonable man (ha!) would realise that its simply how well that person offers you that particular service..........
:walk: :walk:
Enterian
14-11-2003, 09:51
:rofl: Best fed troll I ever saw! :Peace: :Peaceman:
paulyoung666
14-11-2003, 10:01
:rofl: Best fed troll I ever saw! :Peace: :Peaceman:
must be about to burst its belly by now
:eeek:
I actually put down someone who had a degree in Religious education and she was thick as shiite. As for philosopy, I'm sure it is a fascinating subject, but unfortunate if someone was trying to impress by how intelligent they are just by having a philosophy degree then they are 'barking up the wrong tree'. Besides, most philosophers I know, are usually visiting the jobcentres on a regular basis.
1) What do you mean "put down"? You make her sound like a dog that you take to the vet.
2) A degree in whatever course is usually regarded as a sign of a good education. You could also argue that degrees in all the classic subjects (english, history, geography etc.) are useless but they generally show intelligence of some sort. Maybe this girl just wasn't good at her job. Maybe there was some other reason she didn't do the job well, but I doubt she was "thick as shiite".
3) As Mark says, you have criticised bexy for having a Philosophy degree, what qualifications to you have? I have a degree in Computing Science in case you ask.
<snip> 3) As Mark says, you have criticised bexy for having a Philosophy degree, what qualifications to you have? I have a degree in Computing Science in case you ask.Just for the record, I have a degree in Archaeology ... make of that what you will. :D
UDT, how dare you put down a job applicant for not being able to spell Jamaica when you have such a tenuous grasp of written English yourself? Your grammar is absolutely appalling, and is all the more perplexing because your spelling is normally perfectly fine.
Is English not your first language? Are we all misunderstanding you due to some cultural difference we don't know about? Or are you really just a mindless troll? Please don't make me post my troll piccie in this thread. I will if I have to, but I would rather we had a constructive discussion.
good posts mark and stu.....still can't rep either of you damn the rep system :p
udt i admit you made me hopping mad last night, by basically ****ging off my degree, i do not think that you actually know anything about philosophy......it is a difficult degree...i don't care what you think........
and btw udt when i mentioned being a philosopher it was in a lighthearted way was actually trying to lighten the mood
good posts mark and stu.....still can't rep either of you
But I can ;)
But I can ;)
alright alright mr smarty pants :p
repped u and mark :p
Just to get back onto the subject at hand :LOL:
I have found NTL CS to be 50/50 - it all depends on who you get....
(For the record :notopic: I have no degree - I have spend 10+years working it TS/CS/Whatever you want to call it these days :) )
Thankfully I rarely have to call CS, as I am a computer techy (nerd :D) and can normally diagnose the fault myself (or by using this forum or similar ones). When I do call them, I find that if I know exactly what the problem is likely to be you get either "ok sir, we'll look into that" and a solution (if I get it right - I ain't perfect you know :shocked: ) or "sorry sir, but it must be a problem your end, you have a network - oh, we don't support networks" :afire: ..
If they could get consistancy I would be happy, but, like all support environments you get good and bad.
Just my 2c - and remember - do not feed the troll :argue:
paulyoung666
14-11-2003, 12:08
ok here we go again , i had a problem with e-mail today , i couldnt see why and server status said nothing so i rang c.s. , she put me through to t.s. and i waited no more than 5 mins , talked to the bloke and he suggested to go into webmail and delete a couple of posts and then try outlook express , hey presto , problem sorted , one for the memory banks , and no snottiness on there part just good quality service , top marks ntl :)
ok here we go again , i had a problem with e-mail today , i couldnt see why and server status said nothing so i rang c.s. , she put me through to t.s. and i waited no more than 5 mins , talked to the bloke and he suggested to go into webmail and delete a couple of posts and then try outlook express , hey presto , problem sorted , one for the memory banks , and no snottiness on there part just good quality service , top marks ntl :)
Out of curiosity, wouldn't it have been easier ( and logical? :D) to have just called Tech Support first?
NTL is making a big thing out of being able to report any fault by dialling 150 from an NTL phone. It's plastered all over my bill each month. This means increasing numbers of internet problems going initially to CS and then transferred to Cable Modem Support.
I don't know why they do this, presumably it helps them route calls more efficiently.
paulyoung666
14-11-2003, 12:38
Out of curiosity, wouldn't it have been easier ( and logical? :D) to have just called Tech Support first?
for pitys sake dont you start as well :Peace: , nah only kidding , i only rang c.s. in case there was something that hadnt been put up on the server status page , anyway doing it that way it didnt cost me to ring t.s. did it , anyway problem sorted :cool:
she put me through to t.s. and i waited no more than 5 mins
:eeek: bet when i go in at 4 there is gonna be about 40 calls in the q ......
paulyoung666
14-11-2003, 14:06
:eeek: bet when i go in at 4 there is gonna be about 40 calls in the q ......
hahaahhaahahahahaahaahhahaa , only kidding :)
Undisputedtruth
14-11-2003, 20:38
Admin Edit:- Offensive post removed
I was wondering when someone from out of the blue will come out and insult me. I think Errol mentioned the same thing happening to him.
I'm gutted Emperor Ming. :rolleyes:
Undisputedtruth
14-11-2003, 20:43
Admin Edit:- Offensive post removed
This is against the ToS on this site. However, they (the Mods) tend to allow these insults if someone does continually post negative messages about NTL.
This is against the ToS on this site. However, they (the Mods) tend to allow these insults if someone does continually post negative messages about NTL.
No, I had not seen that.
Ming, you WILL refrain from posting such insults like that. This thread is always going to be a hot potato but plenty are joining in without resorting to name-calling like that.
Back to nice-guy mode now :D
paulyoung666
14-11-2003, 20:54
This is against the ToS on this site. However, they (the Mods) tend to allow these insults if someone does continually post negative messages about NTL.
me finds it strange how a stranger should pop up and post summat like what he did , oooooooooopppppppps there goes me gramma again , maybe a grain of truth , mind you i would not for one minute say he/she was right or wrong , just an observation on my part :nono:
ok maybe ming shouldnt have been so obvious but udt you have been being rude to so many people..u can't suddenly start taking offense
dilli-theclaw
14-11-2003, 21:02
This is against the ToS on this site. However, they (the Mods) tend to allow these insults if someone does continually post negative messages about NTL.
I'm confused (probably because I'm not a degree student :) ) If you don't like it - then why keep posting? If it affects you THAT much - why not go do something else.
Anyway - my own experience with ntl customer services is generally bad - most times they say they are going to change my service - then just don't do it.
Still - customer services have always been angelic compared to tech support in my experience ('why not call tech support 1st' - because I'm normally on hold for 45 - 50 mins) - only to be disconnected and have to call again.
I only have ntl broadband now... which I hope to get rid of soon as my local exchange has been upgraded.
ok maybe ming shouldnt have been so obvious but udt you have been being rude to so many people..u can't suddenly start taking offense
I have to admit there is some sense in this.
I have to admit there is some sense in this.
cheers russ :)
Undisputedtruth
14-11-2003, 21:13
No, I had not seen that.
Ming, you WILL refrain from posting such insults like that. This thread is always going to be a hot potato but plenty are joining in without resorting to name-calling like that.
Back to nice-guy mode now :D
I've been suspended far less than what Ming did. In fact, if I had said what Ming mentioned, the mods would be quick to delete it. Unfair moderation I think.
Undisputedtruth
14-11-2003, 21:14
I have to admit there is some sense in this.
Selected reasoning I think.
ok udt i am not going to be too petty but u cussed my degree last night, yet you don't always seem to have a good grip on the english language....
I've been suspended for far less than, what Ming did
Selective reasoning I think.
I have removed the post in question, can we now please keep to the topic.
I've been suspended far less than what Ming did. In fact, if I had said what Ming mentioned, the mods would be quick to delete it. Unfair moderation I think.
You haven't been suspended by me.
You haven't been suspended by me.
He hasn't been suspended at all on here. Anyway lets get this thread back on topic. PLEASE. :Peaceman:
paulyoung666
14-11-2003, 21:30
is this going anywhere now or are we all just ' troll feeding ' , just curious that is all
dilli-theclaw
14-11-2003, 21:39
I guess i've just been increadibly unlucky with my customer services experience.
I refuse to believe that ntl are ALL bad.
paulyoung666
14-11-2003, 21:45
I guess i've just been increadibly unlucky with my customer services experience.
I refuse to believe that ntl are ALL bad.
they are not , no i dont work for ntl but i can honestly say i have never had a problem with them :)
Emperor Ming
14-11-2003, 22:24
Can a Mod tell me what was so "offensive" (via pm) after reading this whole sorry saga of trolling I said what I felt, this should have nipped in the bud ages ago.
to any that were offended my sincere apologies remember there are a lot of people who just read and do not feel the need to post, all the time
Regards your lord and master Ming
PM'ing you now....
and you ain't my lord and master :D
PM'ing you now....
and you ain't my lord and master :D
you beat me to saying that ......:p
Undisputedtruth
15-11-2003, 11:58
I'm confused (probably because I'm not a degree student :) ) If you don't like it - then why keep posting? If it affects you THAT much - why not go do something else.
Anyway - my own experience with ntl customer services is generally bad - most times they say they are going to change my service - then just don't do it.
Still - customer services have always been angelic compared to tech support in my experience ('why not call tech support 1st' - because I'm normally on hold for 45 - 50 mins) - only to be disconnected and have to call again.
I only have ntl broadband now... which I hope to get rid of soon as my local exchange has been upgraded.
I will stop when I think the time is right. The bad service from NTL and the insults from a minority of board members on this site only serves to spur me to post even more messages. Each time they insult me the more I say about NTL and themselves. However, I do expect flak from a minority of people and I shall rise above it accordingly. :D
dilli-theclaw
15-11-2003, 12:36
I will stop when I think the time is right. The bad service from NTL and the insults from a minority of board members on this site only serves to spur me to post even more messages. Each time they insult me the more I say about NTL and themselves. However, I do expect flak from a minority of people and I shall rise above it accordingly. :D
Yes - I can see the way you 'rise above it accordingly' - by the way you have responded to other peoples posts on this thread.
And by the way you started to whinge when it wasn't going your way - and people posted their opinions of you.
What a very smart person you are - not.
But - I do look forward to more or your posts - if nothing else they do make me laugh. At you.
Yes - I can see the way you 'rise above it accordingly' - by the way you have responded to other peoples posts on this thread.
And by the way you started to whinge when it wasn't going your way - and people posted their opinions of you.
What a very smart person you are - not.
But - I do look forward to more or your posts - if nothing else they do make me laugh. At you.
it is something u find in life, those that reckon they offer constructive criticisms of others, often put people down in a attempt to build themselves up, it is a sad but very psychological phenonemon
anyway to get back on topic.....i think i can only remember one occasion when the person i have spoken to was not as helpful as i would have liked, but i was in a awful mood because i had been up till 3am the night before, cos dad had buggered up the pc and i was fixing it, but it was sorted in the end :D
as i think i mentioned before, i have found that generally i don't need to contact cs as much as i used to, because if i hve a problem i find i can normally discover the solution or someone who can help on this forum....so a big :tu: to the admins/mods/ntl workers here
I've been suspended far less than what Ming did. In fact, if I had said what Ming mentioned, the mods would be quick to delete it. Unfair moderation I think.
Maybe it's because Ming has posted out of line once but you have consistantly b*tched at, moaned at, whined at, attacked, belittled and insulted people on different forums. We all know NTL is far from perfect but the help given on these forums is given voluntarily. Either accept the help offered or go elsewhere to throw your childish tantrums.
Have a nice day ;)
Undisputedtruth
15-11-2003, 13:36
Maybe it's because Ming has posted out of line once but you have consistantly b*tched at, moaned at, whined at, attacked, belittled and insulted people on different forums. We all know NTL is far from perfect but the help given on these forums is given voluntarily. Either accept the help offered or go elsewhere to throw your childish tantrums.
Have a nice day ;)
I just wish I could take my gloves off and really go to 'Town' on what I really think. Come on Paul, suggest to the mods to allow me, without further repercussions, full expression on what I really really want to say.
PS As I shown before, I can do better without them cocking things up.
:welcome:
Undisputedtruth
15-11-2003, 13:38
Yes - I can see the way you 'rise above it accordingly' - by the way you have responded to other peoples posts on this thread.
And by the way you started to whinge when it wasn't going your way - and people posted their opinions of you.
What a very smart person you are - not.
But - I do look forward to more or your posts - if nothing else they do make me laugh. At you.
I only whinge because the mods would allow their posts and not mine. Is there anything wrong for suggesting parity?
I can only suggest you are allowed the oppurtunity to express your opinions freely as long as you do so in a constructive way. Only the mods and admins can give you that permission though
I just wish I could take my gloves off and really go to 'Town' on what I really think. Come on Paul, suggest to the mods to allow me, without further repercussions, full expression on what I really really want to say.
PS As I shown before, I can do better without them cocking things up.
:welcome:
what u want permission to **** us off even more.....why?
or is it u want to **** ntl off?
can;t you just drop it
p.s dont copy and paste that post about if i want your adivce.....blah blah blah
Undisputedtruth
15-11-2003, 14:24
what u want permission to **** us off even more.....why?
or is it u want to **** ntl off?
can;t you just drop it
p.s dont copy and paste that post about if i want your adivce.....blah blah blah
Thanks for your advice :rolleyes: but I'm capable of making my own decisions and what is best for me.
:LOL: This thread just gets better;
Having read large parts of it am I the only one to have concluded that UDT must work for BT - think about it - he is constantly defending a second rate competitor to NTL.
As I have previously pointed out - my experience of BT is engineers that don't seem to realise that for a phone to work you must first re-connect any wires you previously disconnected, and a fault center that says I must wait three days for a repair even though it was their fault.
On the other hand, my experience of NTL is a very helpful TS department that responded to my phone call within 3 minutes, went through a quick process to determine that my Cable Modem had indeed died and arranged for it to be replaced - and an engineer who turned up, as booked, the following morning, replaced the faulty modem and stayed for another 20 minutes to make sure it picked up and functioned correctly.
Of course, I realise this now means I must be a secret NTL employee, so I will sit back and await my second salary. :D
dilli-theclaw
15-11-2003, 14:59
so UDT is your last post an example of how you 'rise above it accordingly'? Or just you acting like my 3yr old boy?
Undisputedtruth
15-11-2003, 15:24
it is something u find in life, those that reckon they offer constructive criticisms of others, often put people down in a attempt to build themselves up, it is a sad but very psychological phenonemon
Actually, that does not apply to me.
If you were astute, which you are not, you would of realised I'm the type of person who would expect a decent level of service or materialised goods. I do not wish to be dragged down by people used to second best. Second best s not or me. I don't care what other people think of me as they are usually wrong in any case.
So Bexy, another psychological problem are those who drag people down to their level. Usually, these people are of the envious nature, tend to live second rate lives, work in second rate jobs, have second rate looks.....
Undisputedtruth
15-11-2003, 15:32
:LOL: This thread just gets better;
Having read large parts of it am I the only one to have concluded that UDT must work for BT - think about it - he is constantly defending a second rate competitor to NTL.
As I have previously pointed out - my experience of BT is engineers that don't seem to realise that for a phone to work you must first re-connect any wires you previously disconnected, and a fault center that says I must wait three days for a repair even though it was their fault.
On the other hand, my experience of NTL is a very helpful TS department that responded to my phone call within 3 minutes, went through a quick process to determine that my Cable Modem had indeed died and arranged for it to be replaced - and an engineer who turned up, as booked, the following morning, replaced the faulty modem and stayed for another 20 minutes to make sure it picked up and functioned correctly.
Of course, I realise this now means I must be a secret NTL employee, so I will sit back and await my second salary. :D
A few months ago I contacted BT and I told how rubbish NTL were. Even then, they did not **** off NTL. BT employees are far to professional to **** of their competition. So I very much doubt whether anyone from BT will waste their breath to **** off NTL. Besides, NTL does a very good job of advertising how crap they are.
PEM, it is obvious you have problems with your conclusions. It is either that or you completely misguided.
Actually, that does not apply to me.
If you were astute, which you are not, you would of realised I'm the type of person who would expect a decent level of service or materialised goods. I do not wish to be dragged down by people used to second best. Second best s not or me. I don't care what other people think of me as they are usually wrong in any case.
So Bexy, another psychological problem are those who drag people down to their level. Usually, these people are of the envious nature, tend to live second rate lives, work in second rate jobs, have second rate looks.....
:rofl: you get funnier and funnier..........ok not only am i not as good as you at customer serivce, my degree is crap, and now i am not an astute person....anything else you would like to say to me?
you see you told ming of for being rude to you, yet you are just as rude.....
i find you condescending and rude......people have offered you help and yet you are too high and mighty and too full of yourself to accept peoples help.... you are the one whom is losing out and not us
pem you now are in the club :p
dilli-theclaw
15-11-2003, 16:04
I think.
Sadly we seem to see very little evidence of this from you at the moment.
PEM, it is obvious you have problems with your conclusions. It is either that or you completely misguided.Obvious to who exactly ? Please assume that it is not obvious and explain the problem in my conclusion.
Misguided about what ? Please explain instead of making one line comments that don't actually say anything.
Actually, that does not apply to me.
If you were astute, which you are not, you would of realised I'm the type of person who would expect a decent level of service or materialised goods. I do not wish to be dragged down by people used to second best. Second best s not or me. I don't care what other people think of me as they are usually wrong in any case.
So Bexy, another psychological problem are those who drag people down to their level. Usually, these people are of the envious nature, tend to live second rate lives, work in second rate jobs, have second rate looks.....
Clever... So, without knowing bexy (or having dealt with her apart from on these forums) you have deduced she has a crap degree, has crap looks, works in a second rate job and has a second rate life. You must be Psychic. (BTW, I have met bexy and none of what you said about her is true)
Funny how you claim she drags other people down to her level because of the above. Are you not doing the same?
Also it is odd that "second best is not for me" (well, you) and yet you have paid for NTL for years, despite getting a second rate service from them. I know you said that the savings you make from using BT pay for your NTL stuff, but it still costs you because if you didn't use the savings to pay for NTL, you could use them for something else.
Clever... So, without knowing bexy (or having dealt with her apart from on these forums) you have deduced she has a crap degree, has crap looks, works in a second rate job and has a second rate life. You must be Psychic. (BTW, I have met bexy and none of what you said about her is true)
Funny how you claim she drags other people down to her level because of the above. Are you not doing the same?
Also it is odd that "second best is not for me" (well, you) and yet you have paid for NTL for years, despite getting a second rate service from them. I know you said that the savings you make from using BT pay for your NTL stuff, but it still costs you because if you didn't use the savings to pay for NTL, you could use them for something else.
thank you stu :luv:
Clever... So, without knowing bexy (or having dealt with her apart from on these forums) you have deduced she has a crap degree, has crap looks, works in a second rate job and has a second rate life. You must be Psychic. (BTW, I have met bexy and none of what you said about her is true)
Funny how you claim she drags other people down to her level because of the above. Are you not doing the same?
Also it is odd that "second best is not for me" (well, you) and yet you have paid for NTL for years, despite getting a second rate service from them. I know you said that the savings you make from using BT pay for your NTL stuff, but it still costs you because if you didn't use the savings to pay for NTL, you could use them for something else.
I have never met Bexy and wouldn't dream of making remarks like that about someone I had never met. I like to think my parents raised me to respect other people. UDT, you should put aside your pride and offer Bexy an apology.
Chimaera
15-11-2003, 17:46
Well like scastle I have met bexy - and a very nice person she is too. :D
I cannot believe that UDT is using this thread to have a go at anyone who dares to question his biased stance against NTL and make derogatory personal comments against fellow forum members when all we are trying to do is share our experiences - good or bad - of the company!
I think UDT should apologise too.
(Awaits flaming from the biased one)
UDT will never apologise though.
Undisputedtruth
15-11-2003, 18:07
Clever... So, without knowing bexy (or having dealt with her apart from on these forums) you have deduced she has a crap degree, has crap looks, works in a second rate job and has a second rate life. You must be Psychic. (BTW, I have met bexy and none of what you said about her is true)
Funny how you claim she drags other people down to her level because of the above. Are you not doing the same?
Also it is odd that "second best is not for me" (well, you) and yet you have paid for NTL for years, despite getting a second rate service from them. I know you said that the savings you make from using BT pay for your NTL stuff, but it still costs you because if you didn't use the savings to pay for NTL, you could use them for something else.
I'm not trying to be clever, scastle, I've given a view as I see it. In any case, Bexy tried to give a psychological profile and I simply gave her an alternative view. Again, there is a question of parity? Is it okay for Bexy to do it and not me? I suggest to Bexy to refrain from making references to me, either directly or indirectly as my answers appears to give her more anxieties. This advice could also be extended to a minority of people on this thread.
I was proud to be a customer of Videotron. It is not my fault subsequent companies has a given me a lower standard of services at more expensive prices.
I will terminate my service with NTL when my retention deal has ended. I'm considering moving moving to a new home, so I'm not willing to make a change just yet.
Actually, that does not apply to me.
If you were astute, which you are not, you would of realised I'm the type of person who would expect a decent level of service or materialised goods. I do not wish to be dragged down by people used to second best. Second best s not or me. I don't care what other people think of me as they are usually wrong in any case.
So Bexy, another psychological problem are those who drag people down to their level. Usually, these people are of the envious nature, tend to live second rate lives, work in second rate jobs, have second rate looks.....
You know I am trying so hard to reply to your post in a controlled fashion but you have launched yet another personal attack on a member of this forum. Unfortunately you chose a friend of mine to attack openly and blatantly. UDT you are one stupid, ignorant, arrogant, dumb*ss troll. (apologies to mods and admins, you may PM and slap my wrist if you feel the need)
You were so quick to point out that personal attacks on forum members are against the rules yet you seem to think those rules are not for you to follow. I suggested you post freely in a CONSTRUCTIVE fashion, I now see you are unable to post anything other than drivel or bile.
An apology would be a good idea.
I'm not trying to be clever, scastle, I've given a view as I see it. In any case, Bexy tried to give a psychological profile and I simply gave her an alternative view. Again, there is a question of parity? Is it okay for Bexy to do it and not me? I suggest to Bexy to refrain from making references to me, either directly or indirectly as my answers appears to give her more anxieties. This advice could also be extended to a minority of people on this thread.
i have never meet you, but it seems to me that you like to give out crap and you hate it when anyone questions you
your replies do not give me anxieties, i know myself and my friends on the forum and elsewhere know me, and they have blatantly come to my defence here, i dont see anyone sticking up for you...
:banghead:
Undisputedtruth
15-11-2003, 18:19
Can someone point out to me to where I attacked Bexy? I'm simply gave my own version of a psychological profile. I think the problem here, is not what I wrote but what people imagine. As Bexy regularly get things wrong, it is natural for me to use the 'astute' word or in her case - not.
Can someone point out to me to where I attacked Bexy? I'm simply gave my own version of a psychological profile. I think the problem here, is not what I wrote but what people imagine. As Bexy regularly get things wrong, it is natural for me to use the 'astute' word or in her case - not.
FFS maybe if you put bluddy better punctuation in your posts, and actually made sense i wouldnt be able to mis-interprete them
why don't you go and troll somewhere else and give us all a bleedin break
:knock: :2up:
edit: sorry i keep forgetting that it is all of us are wrong, and king udt over there is right...well be bow before your mighty wisdom and knowledge and advanced cs skills
I'm not trying to be clever, scastle, I've given a view as I see it. In any case, Bexy tried to give a psychological profile and I simply gave her an alternative view. Again, there is a question of parity? Is it okay for Bexy to do it and not me? I suggest to Bexy to refrain from making references to me, either directly or indirectly as my answers appears to give her more anxieties. This advice could also be extended to a minority of people on this thread.
I was proud to be a customer of Videotron. It is not my fault subsequent companies has a given me a lower standard of services at more expensive prices.
I will terminate my service with NTL when my retention deal has ended. I'm considering moving moving to a new home, so I'm not willing to make a change just yet.
When you say Parity, does that mean that everyone is treated fairly, or that everyone agrees with you, because, judging by your posts, you would favour the second option.
No one is saying it is your fault that NTL took over Videotron and gave you a crap service. What is your fault is that you accepted this service. Yes, you have complained, but you didn't leave the service and so have been paying NTL to give you a crap service for years.
If I were in your position, I would have left NTL long ago and not accept a retention deal.
And, sorry UDT, your posts were far more offensive than bexy's.
Can someone point out to me to where I attacked Bexy? I'm simply gave my own version of a psychological profile. I think the problem here, is not what I wrote but what people imagine. As Bexy regularly get things wrong, it is natural for me to use the 'astute' word or in her case - not.
How about the line
"So Bexy, another psychological problem are those who drag people down to their level. Usually, these people are of the envious nature, tend to live second rate lives, work in second rate jobs, have second rate looks....."
Now who do you think we will "assume" you are aiming that at?
And then
"As Bexy regularly get things wrong, it is natural for me to use the 'astute' word or in her case - not."
It's natural for us to use a few words in your case UDT but I'm afraid I'm to nice to post them here.
Chimaera
15-11-2003, 18:34
Can someone point out to me to where I attacked Bexy? I'm simply gave my own version of a psychological profile. I think the problem here, is not what I wrote but what people imagine. As Bexy regularly get things wrong, it is natural for me to use the 'astute' word or in her case - not.
Where did you attack bexy, UDT??????
I'll give you a clue!!
http://forum.nthellworld.co.uk/showpost.php?p=80532&postcount=192
Try that!
Undisputedtruth
15-11-2003, 18:36
FFS maybe if you put bluddy better punctuation in your posts, and actually made sense i wouldnt be able to mis-interprete them
why don't you go and troll somewhere else and give us all a bleedin break
:knock: :2up:
edit: sorry i keep forgetting that it is all of us are wrong, and king udt over there is right...well be bow before your mighty wisdom and knowledge and advanced cs skills
Bexy, you don't give up do you? Now you coming up with some sad excuses and pitiful imagination. Even putting my comments in separate paragraphs has no effect on how you interpret them. :dunce:
Undisputedtruth
15-11-2003, 18:38
Where did you attack bexy, UDT??????
I'll give you a clue!!
http://forum.nthellworld.co.uk/showpost.php?p=80532&postcount=192
Try that!
I can't see any evidence of an attack. Perhaps, it's a figment of your imagination.
Can someone point out to me to where I attacked Bexy? I'm simply gave my own version of a psychological profile. I think the problem here, is not what I wrote but what people imagine. As Bexy regularly get things wrong, it is natural for me to use the 'astute' word or in her case - not.
Well, I resisted as long as I could. But there is no doubt about it, UDT, you are a troll. So here it is.
Download Failed (1)
I did wonder why this person was banned from the .com site, having watched him insult just about everybody and everything in just this thread alone I wonder no more.
Chimaera
15-11-2003, 18:42
Well it certainly wasn't complimentary UDT - obviously you have no idea whan you are insulting someone!
I can assure you I imagined nothing - perhaps it's just your general 'superior' tone when posting? Or assuming all your fellow forum mmbers do not share your superior intellect?
Undisputedtruth
15-11-2003, 18:43
Well, I resisted as long as I could. But there is no doubt about it, UDT, you are a troll. So here it is.
Download Failed (1)
Is that the best you can do? How sad? For someone who is claiming to be an intellectual, I was hoping for someone capable of challenging me.
Well, I resisted as long as I could. But there is no doubt about it, UDT, you are a troll. So here it is.
Download Failed (1)
and on that note I think enough is enough. Go back to your hole UDT, you are challenged enough.
http://mywebpages.comcast.net/nuggetman/responses/trolls.gif
Bexy, you don't give up do you? Now you coming up with some sad excuses and pitiful imagination. Even putting my comments in separate paragraphs has no effect on how you interpret them. :dunce:
:geez: :rofl: :rofl: :rofl:
your too right i don't give up....and i do hope that dunce remark was not made towards me...because that is offensive and a personal attack
Undisputedtruth
15-11-2003, 18:48
I did wonder why this person was banned from the .com site, having watched him insult just about everybody and everything in just this thread alone I wonder no more.
I get it now. A minority of people over reacting, misreading my posts and general play acting in a pathetic attempt to get me barred just because I have a different opinions to you Guys. Talking about sad people. :nono:
I can't see any evidence of an attack. Perhaps, it's a figment of your imagination.
UDT. What is more likely?
1) You insulted bexy (even if it is indirectly), but phrased it carefully so it didn't appear to be directed at anyone in particular
2) The post was not intended as an insult and several people all mis-interpreted the post in the same way. This would suggest the post was badly phrased.
3) Several people all imagined the same thing at the same time.
Undisputedtruth
15-11-2003, 18:55
UDT. What is more likely?
1) You insulted bexy (even if it is indirectly), but phrased it carefully so it didn't appear to be directed at anyone in particular
2) The post was not intended as an insult and several people all mis-interpreted the post in the same way. This would suggest the post was badly phrased.
3) Several people all imagined the same thing at the same time.
About this answer:
I get it now. A minority of people over reacting, misreading my posts and general play acting in a pathetic attempt to get me barred just because I have a different opinions to you Guys. Talking about sad people. :nono:
I cannot believe the utter crap I've read in this thread. UDT, you WILL stop being so insulting on here. Yes others have made comments at you too (they will be dealt with also) but you have by far been the worst.
You are excersising your right to be critical of NTL and its products but the patronising insults you've made towards people you have NOT met isn't going to be tolerated.
As for the rest of you, if UDT (or anyone else) is making comments that you object to then use the 'report this post' facility. This applies to everyone in all threads - if someone is being personal or insulting, report them, PM me or whatever. Interestingly enough UDT is the only person who has contacted me regarding someone's behaviour.
I'm as bad as anyone else for responding impulsively when I think somebody is in the wrong but to drag it out this far is not on.
I'm only going to close this temporarily to give people time to calm down as it has the potential to be a good thread. When it re-opens I do not want to see any childish bickering. The first person to do so will have posting rights suspended for the rest of the evening.
I really hate having to be like this. We have very few rules but those that are in place we expect you adhere to.
Reopened.
Kudos to the forum users who apologised to me for some of the things posted in this thread. I wasn't looking for apologies but it was appreciated.
I stand by what I said, if anyone gets nasty or insulting in this thread, and I don't care who it is, posting right will be suspended until tomorrow.
Remember what the common denominator is in this thread - some feel NTL have questionable customer service. THIS is what the topic should be.
Play nice now :)
So, is there anyone around here who hasn't voted in the poll yet? It's only open for another four days, so hurry up.
most people seem to have a problem with waiting times...out of interest how long have you been made to wait recently?
i used to bemoan the time it took to actually speak to a person, but today i had to phone nhs direct (my nephew was poorly and we needed advice) and i was waiting for half an hour and the music was worse than ntls
paulyoung666
15-11-2003, 21:01
most people seem to have a problem with waiting times...out of interest how long have you been made to wait recently?
i used to bemoan the time it took to actually speak to a person, but today i had to phone nhs direct (my nephew was poorly and we needed advice) and i was waiting for half an hour and the music was worse than ntls
5 mins or so to wait for c.s and no more than 10 mins to wait for t.s. , is that unacceptable or what , personally i find it not too bad :shrug:
Emperor Ming
15-11-2003, 21:03
Last month's call to freephone CS on hold :juggle: for 2 hours 40 mins to try and report a vandalized telco cabinet at the end of our street ,
Gave up and in desperation :idea: tried a northern franchises number 500 miles away, through in 2 mins :eek: , after much transferring got to speak to a genuine guy who had the fault fix in 6 hrs
tip -- phone scotland to get fault fixed in southern england :rolleyes:
5 mins or so to wait for c.s and no more than 10 mins to wait for t.s. , is that unacceptable or what , personally i find it not too bad :shrug:
i know i don't normally have a problem, but others seem to paul :erm:
paulyoung666
15-11-2003, 21:43
Last month's call to freephone CS on hold :juggle: for 2 hours 40 mins to try and report a vandalized telco cabinet at the end of our street ,
Gave up and in desperation :idea: tried a northern franchises number 500 miles away, through in 2 mins :eek: , after much transferring got to speak to a genuine guy who had the fault fix in 6 hrs
tip -- phone scotland to get fault fixed in southern england :rolleyes:
i aint gonna call you a liar my mate , but .............. , that length of time to get through to c.s , were you in a timewarp or summat , nah sorry that was star trek not flash gordon
:p :p :p :p :p :p :p :p
:notopic: but u are starting to stick your tongue out as much as me paul :erm:
dilli-theclaw
15-11-2003, 21:54
most people seem to have a problem with waiting times...out of interest how long have you been made to wait recently?
i used to bemoan the time it took to actually speak to a person, but today i had to phone nhs direct (my nephew was poorly and we needed advice) and i was waiting for half an hour and the music was worse than ntls
I normally have to wait 10 mins ish for customer services.
And on average 45 mins on hold to tech support - plus the last three times i've phoned i've had the phone either put down or disconnected after this and have had to recall them for ANOTHER 45 min wait.
I normally have to wait 10 mins ish for customer services.
And on average 45 mins on hold to tech support - plus the last three times i've phoned i've had the phone either put down or disconnected after this and have had to recall them for ANOTHER 45 min wait.
thats awful....i have only ever had that happen to me once, on ntl lines...have had it on other cs lines i have called (singlepoint 4u for one :mad: )
but i guess it could also depend on what time of day you call in :erm:
paulyoung666
15-11-2003, 21:59
:notopic: but u are starting to stick your tongue out as much as me paul :erm:
tongue firmly retracted and point taken :naughty: boy that i am :p :p :p :p
tongue firmly retracted and point taken :naughty: boy that i am :p :p :p :p
:naughty: put it away;)
Actually there are only a few times when I had to call Customer Services with problems. When I first got broadband, the STB kept dropping the connection for no apparent reason. It took 4 calls to customer services (each time the CSR told me to reboot the box which worked for about a day). Eventually an engineer came, and to cut a long story short, he came to the conclusion the box was dying.
The second time, I went through a phase of losing BB at about 6:00pm each day. I phoned a couple of times, each time being told to reboot the box (which, again, worked briefly). The third time I was told it had been escalated to a network problem. BB was back within an hour.
No real complaints.
Emperor Ming
15-11-2003, 22:47
i aint gonna call you a liar my mate , but .............. , that length of time to get through to c.s , were you in a timewarp or summat , nah sorry that was star trek not flash gordon
:p :p :p :p :p :p :p :p
I'm afraid its true :shrug: had to use neighbours BT line, as ours was dead bb and telly ok thou, placed it on speaker phone and watched enderbenders and a film , entered all the right numbers for selecting faults then just music-music-music-music-music-music-music-music-music-music- :zzz:
its not the service its just the contact hassle , because when at first you go through the selection of area/ type of service you want/ ditto/ ditto/ punching in all the options numbers , to get to an advisor who by your imput in the procedure will know you have come to report a fault.
Now I might be a little slow here but surely ???? The whole of the south UK population was not on the phone to report faults at the same time !
paulyoung666
16-11-2003, 08:38
I'm afraid its true :shrug: had to use neighbours BT line, as ours was dead bb and telly ok thou, placed it on speaker phone and watched enderbenders and a film , entered all the right numbers for selecting faults then just music-music-music-music-music-music-music-music-music-music- :zzz:
its not the service its just the contact hassle , because when at first you go through the selection of area/ type of service you want/ ditto/ ditto/ punching in all the options numbers , to get to an advisor who by your imput in the procedure will know you have come to report a fault.
Now I might be a little slow here but surely ???? The whole of the south UK population was not on the phone to report faults at the same time !
i guess i must just be lucky up in teesside , is it a local number you ring or a national freephone number ?????????? , i just ring a local one not an 0800 one
:)
i guess i must just be lucky up in teesside , is it a local number you ring or a national freephone number ?????????? , i just ring a local one not an 0800 one
:)
well as one of my northern friends calls me, im a 'posh sourthern bird'....and i don't have many problems with waiting time, yeah sometimes i do, but even if i do i kinda expect to
are waiting times all that make ntl cs bad? :shrug:
what makes them a good service?
Undisputedtruth
16-11-2003, 23:04
surely its not a matter of WHERE a person works that depends on the standard of customer service (unless you are a bigoted fool of course)
surely you can recieve outstanding customer service from a barman in a reed bar on the beach in the tropics? any reasonable man (ha!) would realise that its simply how well that person offers you that particular service..........
:walk: :walk:
Mark, I suggest you read my post again and then come back to me, pointing exactly to where I insulted those who work in supermarkets, etc. Again, I have to say it, it's another figment of your imagination.
I can clearly state that the employees of Tesco can offer a better customer service than employees of NTL in how they relate to customers. I would even go as far to say NTL employees can learn a lot from Tesco's employees. Tescos tends to recruit the right calibre of staff and they are the biggest retailer in the UK. Tescos are not SECOND BEST.
dilli-theclaw
16-11-2003, 23:07
Mark, I suggest you read my post again and then come back to me, pointing exactly to where I insulted those who work in supermarkets, etc. Again, I have to say it, it's another figment of your imagination.
I can clearly state that the employees of Tesco can offer a better customer service than employees of NTL in how they relate to customers. I would even go as far to say NTL employees can learn a lot from Tesco's employees. Tescos tends to recruit the right calibre of staff and they are the biggest retailer in the UK. Tescos are not SECOND BEST.
Of course you can 'clearly state' it - BUT as you don't know ALL and EVERY employee of NTL you'd be unable to substantiate it.
Or do you think that a few bad examples cover EVERYONE?
People, UDT is as entitled to his/her own opinion as much as anyone.
Having said that, If he/she considers Tesco a shining example of good customer service, he/she hasn't been to my local Tescos. They are like any company (including NTL) in that they have both good and bad staff.
Undisputedtruth
17-11-2003, 00:03
Of course you can 'clearly state' it - BUT as you don't know ALL and EVERY employee of NTL you'd be unable to substantiate it.
Or do you think that a few bad examples cover EVERYONE?
And of course, using your own logic, no one can substantiate NTL have improved their customer services.
I hope I will never have the misfortune to know all and every employee. However, do I really need to know every single employee to know NTL have very poor customer services, of course not. Each time I contact NTL, I get the usual poor standards of customer services. I have yet to meet an NTL employee offering a decent level of good customer services. I often wonder, if NTL ever trains their employees at all.
NTL have an institutionalised poor customer services. In the way same the Police are accused of institutionalised racism.
handyman
17-11-2003, 00:05
i guess i must just be lucky up in teesside , is it a local number you ring or a national freephone number ?????????? , i just ring a local one not an 0800 one
:)
Pm me mate and i'll give you the direct line :) or if the mods don't mind i'll post it (for Teesside faults)
Sorry UDT but until you have spoken to me on the phone and experienced bad customer service from me personally then you cannot generalise about every NTL employee.
Undisputedtruth
17-11-2003, 00:14
Sorry UDT but until you have spoken to me on the phone and experienced bad customer service from me personally then you cannot generalise about every NTL employee.
I spoken to a number of NTL employees. Even a supervisor recognised my voice. I might even have spoken to you personally.
I have not heard, not one ounce of evidence, that employees of NTL have good customer handling skills. I very much doubt they had any training at all.
NTL have an institutionalised poor customer services.
handyman
17-11-2003, 00:16
I have yet to meet an NTL employee offering a decent level of good customer services.
You never met me maybe, plus you will have always contacted your local CS which will mostly be using the policies from videotron with many of the staff.
CS does vary from franchise to franchise as many people have comented on in the forum Teesside have always fared better. I here Celtic are also very good.
Training is dependant on requirements usually its (for faults) 1 week out with tech's, one week systems training, one week soft skills, and up to 2 weeks depending on the person buddying on the phones. This can be extended if they feel the person needs a bit more. Theres also a 5 day ntl products course and further courses during the time there.
That said I was only trained for 4 days and then on the phones :eek: but then having spent years in customer service positions Once I knew the systems I was away.
At freeserve I had 2 days training whilst the rest of the group had 6. I only had this little as I was lucky enough to have a ex ntl bod doing the training that knew I could just go straight on the phones after learning the systems.
Undisputedtruth
17-11-2003, 00:29
The Videotron customer services were based in London and I never had a problem with them.
When Videtron was taken over by CWC, I mostly dealt with the Manchester CS. They were not bad but one or two were a bit dense.
Under NTL, we were mostly served by Swansea as they have highly experienced staff to deal with London. So if these Swansea staff are meant to be amongst the finest NTL have to offer then I certainly can say that NTL have poor customer services.
During the time of my NTL line disconnection, I did contacted the NW Region, and I wasn't impress at all. Can't how they've mnage to win a CS award though.
handyman
17-11-2003, 00:31
I might even have spoken to you personally.
Not unless you moved to manchester you would not :rofl:
go debs, go debs, go debs http://marks-stuff.co.uk/forum/html/emoticons/jerry.gif
I spoken to a number of NTL employees. Even a supervisor recognised my voice. I might even have spoken to you personally.
I have not heard, not one ounce of evidence, that employees of NTL have good customer handling skills. I very much doubt they had any training at all.
NTL have an institutionalised poor customer services.
You may have done before everthing was regionalised but hey we're not all dense up in the grim north you know :dunce:
and sorry but just as a personal note I much prefer speaking to Northern customers as they are more down to earth, friendly and you can have a decent conversation, Londoners seem to have the world on their shoulders
handyman
17-11-2003, 00:42
During the time of my NTL line disconnection, I did contacted the NW Region, and I wasn't impress at all. Can't how they've mnage to win a CS award though.
They probably won an award for dealing with customers from their franchise not tarts that cnat get the number right. Can I call you to fix my computer? no I dont because I call the right number for it. (not saying your crap with computers just your feck all use for a warranty repair thing)
Also you'll find that debs is most respected both by the customers she has helped and by her peers. She has countless emails of thanks from customers she has gone above and beyond for and I can't recall anyone ever saying she was bad at her job.
'world on their shoulders' more like a chip ;)
and sorry but just as a personal note I much prefer speaking to Northern customers as they are more down to earth, friendly and you can have a decent conversation, Londoners seem to have the world on their shoulders
Debs, not all us Londoners are like that... Some are... :D
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