NTL/UPC - Customer Service

ipodrocker

Hey does anyone find the customer service from upc not great at all, everytime i put in a ticket to request a techincan to call out i wait weeks and weeks before i get confirmation reply, Also when i ring it sounds like they are in wareshouse and couldnt be bothered to help you with info on the phone

paulm17781

ipodrocker wrote: »

Hey does anyone find the customer service from upc not great at all, everytime i put in a ticket to request a techincan to call out i wait weeks and weeks before i get confirmation reply, Also when i ring it sounds like they are in wareshouse and couldnt be bothered to help you with info on the phone

You seem to be implying that UPC care about their customers. The job of the customer contempt team is to frustrate customers to the point they stop calling and settle with this atrocious level of service. What they have failed to realise is that they've lost 100,000s of customers to Sky as people have a choice now.

I hate Sky. I recently signed a petition to get Sky in my apartment as I am so sick of UPCs customer contempt. If I had any other choice for TV, I would take it. All because of their apparent hatred of their customers.

Solair

I hope that UPC will change the attitudes that have pervaded within Chorus in particular over the last couple of decades.

Talk to ANYONE in Cork about "Multichannel" (which was the predecessor and largest part of Chorus) and you'll get a long list of customer service horror stories.

They've a very long and impressive history of very poor customer service and very poor technical support.

If they don't address it, they'll continue to lose customers to Sky.

DTT (Digital Terrestrial Television) is also on its way so, it will mean even more choices.

Kintarō Hattori

Wow anytime I've rang them I've found them to be super helpful. Just last night I rang them as I was without TV and broadband for several hours. The girl on the phone wasn't aware of any problems in the area but told me that she'd send a technician out for wednesday. About 40 mins later I got a call saying that a technician was outside the apartment complex trying to get in but by that stage the services had returned.

It went again late last night so I rang them again today and she said she'd have a technician out again for wednesday as there was a fault in our area but that it had been fixed and I shouldn't have been having any issues. So seeing as I was she was sending the technician out.

All in all I've had nothing but good service from them.

paulm17781

Kintarō Hattori wrote: »

Wow anytime I've rang them I've found them to be super helpful. Just last night I rang them as I was without TV and broadband for several hours. The girl on the phone wasn't aware of any problems in the area but told me that she'd send a technician out for wednesday. About 40 mins later I got a call saying that a technician was outside the apartment complex trying to get in but by that stage the services had returned.

The engineer in 40 minutes must be a coincidence. I was recently told next day is the soonest possible (one of us was lied to). Perhaps he was working nearby and caused the fault and was checking services had resumed? Then the "we'll send a technician" when clearly there was no need. This isn't good enough IMO. The people on the phone should be able to diagnose and assist where possible. "You'll need a technician" should be an absolute last resort, especially since 90% of the time it seems you actually don't need a technician.

I don't know about you but I don't appreciate being lied to by a company.

Pat Gleeson

Solair wrote: »

I hope that UPC will change the attitudes that have pervaded within Chorus in particular over the last couple of decades.

Talk to ANYONE in Cork about "Multichannel" (which was the predecessor and largest part of Chorus) and you'll get a long list of customer service horror stories.

For Cork read Limerick and you have the same thing, that's what you get with a state sanctioned monopoly.

Say what you want about Sky, but God knows where we would be at now without them competing in the marketplace.

tsewang

Let's not only complain but also do something about it.
Let everyone file a complaint on NTL with The Consumers' Association of Ireland (http://www.consumerassociation.ie/). It's pretty straight-forward. They have already dealt with NLT in the past.
START ACTION GO!:)

paulm17781

tsewang wrote: »

Let's not only complain but also do something about it.
Let everyone file a complaint on NTL with The Consumers' Association of Ireland (http://www.consumerassociation.ie/). It's pretty straight-forward. They have already dealt with NLT in the past.
START ACTION GO!:)

Any complaints I have to make I make directly to UPC. I also ensure I get compensated for any down time I have. IMO, that's the best way to get them, financially. The CAI can't really do much other than say "Bold UPC, no biscuit, no fleecing customers." and hope they listen.

granty-baby

ipodrocker wrote: »

Hey does anyone find the customer service from upc not great at all, everytime i put in a ticket to request a techincan to call out i wait weeks and weeks before i get confirmation reply, Also when i ring it sounds like they are in wareshouse and couldnt be bothered to help you with info on the phone

I was with upc / ntl for over 5 years, the broadband service was the best and from what I hear it still is but the customer service is were they fall down. You can be on hold for up to 30min before you get to talk to someone. This was over two years ago.

Can anyone tell me if anything has changed as I’m thinking of joining back up with them.
:rolleyes:
Granty-baby