I'm a customer of NTL, taking cable TV, telephone and internet services from them.
They ran up the other day whilst I was out, spoke to my partner and asked if we'd like a second phone line installed for free.
As my partner doesn't pay the bill, but knows we'd use this service, she suggested they call back later when I was in.
The call never came, but two days later I did get a letter thanking me for choosing a second line, and giving the date when an engineer would be arriving to install it .
Somewhat annoyed by this, I called their customer services number, and was put on hold for 45 minutes, at which point I was cut off.
I tried again the next morning at 08:30, but again went into a queue for 30 minutes before I had to hang up and do some work.
I tried emailing the person who sent me the letter, but NTL's standard email format is firstname.lastname@ntl.com; unfortunately, the person who wrote to me had signed his name as S.Masters - so no help there then.
Now, I know someone who is connected in some way to NTL, and he suggests that far from this being a case of under-staffing or high demand for their services, the massive waiting times are in fact a deliberate attempt to reduce NTL's complaint rate statistics.
It's An Outrage!!
By allegedly not answering calls quickly, they hope most callers will give in and hang up, thereby not registering their complaints, thereby reducing NTL's complaint rate and workload.
This is also what they do for people wanting to cancel or reduce the number of TV channels they are subscribed to.
If this is true, it's an absolute crime. But of course, this is currently just hearsay; unless you know differently...
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