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Sat, Nov. 10th, 2007, 02:06 am

Tuesday: Get NTL broadband installed after being assured by several coworkers that it works fine for gaming and whatnot in the central dublin area.
Wednesday and Thursday: NTL broadband is working more or less fine
Friday: No broadband. Call the morons in tech support and get put through to sales three times. Arrange for a callback and get told it'd be tomorrow and they hang up. I call back and tell them that I'll happily wait on hold, which I do for fifteen minutes before getting through (which fucking BEGS the question about why they wanted to wait until tomorrow to call me back but anyway...) to the slack jawed toolbelt at the other end who diagnoses my problem as "the normal lights aren't flashing" and informs me that a technician will be out in a *week* to sort it out. I swear at him a bit and hang up before wandering over and poking the modem myself - making it work perfectly in the process. This lasts for about three hours before it dies again in the middle of a game of Halo.

So I find myself wondering, do these companies even bother training their tech people any more or is it just a matter of "mutter something and sent out a technician"? This bloke clearly didn't have a clue and barely managed to stumble past "have you turned it off and on again" so I'm assuming either the answer is "no" or "yes but the rep you spoke to was mentally subnormal". Someone is getting yelled at tomorrow.

Sat, Nov. 10th, 2007 10:34 am (UTC)
brucius: Broadband

I occasionaly have similar problem with Irish broaband, the connection becomes dead when I don't use it for a while like when I'm at work and what not. Only once has it failed while in use. I plug out the power to the antenna, plug out the reuter, wait ten seconds and plug them back in, this tends to give it the kick in pants it needs to get back on track.

Sat, Nov. 10th, 2007 03:41 pm (UTC)
ulaire_daidoji

Absolutely pointless shouting at NTL. They are reknowned as having the worst customer service in Ireland. In a country where Ryanair is the major air carrier that takes some doing.

Sat, Nov. 10th, 2007 03:50 pm (UTC)
mr_wombat

According to the internet, this seems to be a theme alright. I might amuse myself by tormenting one of their tech monkeys for a while by forcing him to do his fucking job and go through the diagnostic information.

Sat, Nov. 10th, 2007 03:52 pm (UTC)
ulaire_daidoji

The correct answer is to let all these big companies know that they can charge N% more to their customers for good customer service. Then consumers will go to the company that might charge more but gives the best service.

or else set up your own ISP? Any idea what the start up costs of that would be?

Sat, Nov. 10th, 2007 04:19 pm (UTC)
mr_wombat

Not sure, but a brick through their window seems like a more immediate demonstration of what shitty customer care costs...

Sat, Nov. 10th, 2007 04:29 pm (UTC)
ulaire_daidoji

only if you wrap a note around it explaining why you broke their windows. And even then you'd want to be throwing the brick through the CEO's window. Or better yet several bricks through shareholders' windows. Or even better yet, throw market force bricks buy taking your business elsewhere. Then when NTL continue to bill you even though you are no longer a customer, sue them for harrasement :)

Sun, Nov. 11th, 2007 03:25 pm (UTC)
meehaneo

My only advice for NTL customers is ...

Leave. Do. Not. Buy. NTL. Products.

I have their DVR but ONLY because I can't get Sky. Its latest quirk is that is continues to record Sky2 at 7pm and 8pm. Even though I have erased the recording memo. And any previous programs (in case it was doing some sort of primitive series or time link). So there is NO RECORD of this in the box, yet every day at 7pm it starts recording Sky2. And I can't stop it.

Also randomly some channels lose sound.

I'm sure the people are all very nice, but the company must be running on empty by now ...