NTL phoning you - No its a ROBOT!!!!!

ken90

I answered the phone yesterday, and heard a RECORDING MACHINE say
"This is NTL phoning to confirm your service appointment, Press 1 to confirm, Press2 to cancel"
I was sooo surprised I pressed 1, It thanked me for confirming the appointment and hung up!!!!!

I had not been on to complain, if only because it takes an hour.

Somebody is going to get a call from a repairman.

Trust NTL to reach a new low.

auggie2k

Its just for confirmation, I don't see what the problem is...

DingDong

ken90 wrote: »

I answered the phone yesterday, and heard a RECORDING MACHINE say
"This is NTL phoning to confirm your service appointment, Press 1 to confirm, Press2 to cancel"
I was sooo surprised I pressed 1, It thanked me for confirming the appointment and hung up!!!!!

I had not been on to complain, if only because it takes an hour.

Somebody is going to get a call from a repairman.

Trust NTL to reach a new low.

I don't see your problem either. OK they obviously had the wrong phone number on the account of the person who did make the appointment. They should have a press 3 for wrong number option too.

Solair

I don't think it's reaching a new low. I've found customer care at NTL/UPC is actually slightly improving on what it was a few months ago. That automated service means they free up people who would normally be making outbound calls to remind people of appointments. Those same people can be taking inbound calls from customers with problems.

I don't really see the issue. It's just a telephone number error. They could add "If we are calling you in error, please press 3 now"

VERYinterested

It actually worked out well for me. I rang last Friday about a digital install that went wrong and earliest time for service call was Wednesday. Meantime I got a call from someone else wondering how I was getting on with the digital and I told them of the problem and they dispatched an engineer on Saturday and Tuesday and the problem was fixed. I got a call from the robot on Tuesday evening and was delighted to be able to cancel the planned service call for Wednesday without having to phone anyone. It mustn't have been reported that the problem was fixed and it saved an engineer making an unnecessary call and us getting evils from a pissed off tecchie!

BuffyBot

OMFGZ the sky is falling!

..or maybe not. Hardly the end of the world, is it? It seems like a good idea to me.

DingDong

VERYinterested wrote: »

It mustn't have been reported that the problem was fixed and it saved an engineer making an unnecessary call and us getting evils from a pissed off tecchie!

You would never get any evil's for a handy no fault found call

I wouldn't like to knock on Ken90's hall door by mistake, if he gets that stressed over a wrong number.

The tax man

I hope they gave it a sexy voice.:D

The tax man

DingDong wrote: »

You would never get any evil's for a handy no fault found call

....damn right. They're the best type of calls.:D:D

boomerang

I think it's a brilliant idea, as it means un-necessary call outs will be cancelled in advance, leaving those appointments free for other customers ringing in who need them. It's going to shorten the wait-time for service calls, which is fantastic.

Chorus/NTL customer service management are putting HUGE work into quality control and staff retraining as part of the merger, which is a step closer to fruition this week with Chorus and NTL now both working off the same customer relationship management software - I think customers will notice vast improvements in the coming months, including shorter wait-times on the phones.

altered121

Excellent, the borg have been hired by upc, now any-one ringing in to disconnect will hear a voice "resistance is futile you will be assimilated":D
Good ideal overall though.