chrisardy wrote on Jul 24
th, 2006 at 2:28pm:
I have just tried some of the numbers in this thread to complain about overcharging on the 0871 number, the fact that these are now chargeable calls, and our Broadband service being faulty and found that most of them now don't work. I did however manage to get through on their main switchboard number which appears on another thread 01256 752000. I asked to speak to the chief executive but was informed that he only speaks to other companies and not customers!! I was then offered to be put through to cutomer services which I accepted. The young lady I spoke to agreed to look into my complaints and it will be interesting to see if anything happens. She did say that the reason they decide to make calls to themselves chargeable was that too many customers were ringing NTL who did not need to and that it had worked as they were not getting as many calls now!! When I asked for her direct number she quoted me an 0845 number and refused to give me a geographical one!!
I will post again when/if I get a response.
So they think too many people called NTL when they did not need to.
What they mean is, too many people called to report outages on the internet service, or a fault on the phone line, when the problem was back to normal a few hours later later. By imposing an 0871 number, people will just wait a while longer, and put up with these problems, and only trouble NTL if it's not sorted out.
Just because people don't call up to complain or give up when having to hold on too long, doesn't mean the problem has been fixed. Using these tactics to prevent customers complaining won't solve the problem. It just makes customers more irate, and more likely to take their business elsewhere.
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