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-   -   TiVo : Why can't Virgin Media ever get their customer service right?? (https://www.cableforum.uk/board/showthread.php?t=33684015)

Tim Deegan 23-12-2011 10:42
Re: Why can't Virgin Media ever get their customer service right??
 
Quote:
Originally Posted by Masque (Post 35349630)
Maybe someone should go to his store and see if his workforce do that to sell a bed.;)
They would be sacked if they did

---------- Post added at 09:42 ---------- Previous post was at 09:41 ----------

Quote:
Originally Posted by martyh (Post 35349639)
That's exactly why i take issue with calling the rep a liar because without a real transcript/recording of the conversation we will never know exactly what was said
But I do know what was said!!!

Stephen 23-12-2011 10:43
Re: Why can't Virgin Media ever get their customer service right??
 
Quote:
Originally Posted by Tim Deegan (Post 35349787)
Well you are making it up to suit VM now. I told you what happened, he said "it isn't possible", and that was that. It's only when I pushed that he could be bothered to either do something, or find out if it could be done. He only put me on pause for a min or two, so it can't have been as difficult to sort out as many VM employees are trying to make out.
As I have tried to tell you before, its nothing to do with not being bothered, read jb66's post about the fault issue he had to deal with. That is the main reason for not editing or trying to change a work order.

Tim Deegan 23-12-2011 10:51
Re: Why can't Virgin Media ever get their customer service right??
 
Quote:
Originally Posted by mikes12345 (Post 35349658)
So ... Why can't Virgin Media ever get their customer service right??

I think they can .. sometimes ... and that in reality that is as much as any big company with thousands of customers all on subtly different contracts with different services different loyalty schemes etc can hope to achieve. To train staff better than that would probably double my subscription ... so I'll stick with service that is good most of the time and not pay any more!
As I have said many times on this thread, they do get it spot on sometimes, although almost never with overseas call centres.

But I'm talking about the many times that they have got it wrong.

I don't know the details of your individual case. But my example points out the fact that it took 4 phone calls for them to get it right. And even then they didn't want to rectify the problem.

---------- Post added at 09:51 ---------- Previous post was at 09:49 ----------

Quote:
Originally Posted by Andrewcrawford23 (Post 35349670)
i cant believe wha ti might have found :O

http://www.insiders-view.co.uk/disgr...rt-forum/00544

doa search for tim ;) sounds a lot like our tim :O but i cant say it is :) kinda goes agianst what hesays about himself and his company :O i better watch out cause he might shoot me down like on those forums :O
Well that post was a load of cr#p. But I can't believe that people are actually sad enough to start stalking me.

YOUR POST IS SOOOOO FAR OFF TOPIC!!!!!

kop32 23-12-2011 10:52
Re: Why can't Virgin Media ever get their customer service right??
 
Hmmmm,think I need a new bed but where should I go...........:rolleyes::rolleyes:

Tim Deegan 23-12-2011 11:00
Re: Why can't Virgin Media ever get their customer service right??
 
Quote:
Originally Posted by Stephen (Post 35349797)
As I have tried to tell you before, its nothing to do with not being bothered, read jb66's post about the fault issue he had to deal with. That is the main reason for not editing or trying to change a work order.
What about the 4 calls to sort it? Do you think that is good service??

Peter_ 23-12-2011 11:11
Re: Why can't Virgin Media ever get their customer service right??
 
Quote:
Originally Posted by Tim Deegan (Post 35349787)
Well you are making it up to suit VM now. I told you what happened, he said "it isn't possible", and that was that. It's only when I pushed that he could be bothered to either do something, or find out if it could be done. He only put me on pause for a min or two, so it can't have been as difficult to sort out as many VM employees are trying to make out.



Well I agree 100% with you that many sales staff use hype, gimmicks and even lies to get sales. But not me. And if you want evidence then go to [mod edit: no advertising please] where you will see that I actively campaign against such tactics.
If you had read some of the other posts by other agents you would have seen that policy can make things impossible for first line agents and just because they eventually rsolved it does not make them a liar.

Stephen 23-12-2011 11:18
Re: Why can't Virgin Media ever get their customer service right??
 
Quote:
Originally Posted by Tim Deegan (Post 35349802)
What about the 4 calls to sort it? Do you think that is good service??
The four calls have nothing to do with it, just know that to change an open order can cause issues with the rest of it and you can end up with even more problems.

The CSR didn't lie and he did do his best to sort out your problem.

Andrewcrawford23 23-12-2011 11:19
Re: Why can't Virgin Media ever get their customer service right??
 
Quote:
Originally Posted by Tim Deegan (Post 35349787)
Well you are making it up to suit VM now. I told you what happened, he said "it isn't possible", and that was that. It's only when I pushed that he could be bothered to either do something, or find out if it could be done. He only put me on pause for a min or two, so it can't have been as difficult to sort out as many VM employees are trying to make out.



Well I agree 100% with you that many sales staff use hype, gimmicks and even lies to get sales. But not me. And if you want evidence then go to [mod edit: no advertising please] where you will see that I actively campaign against such tactics.

---------- Post added at 09:40 ---------- Previous post was at 09:36 ----------



As I keep saying, this is about VM, and not individual staff. Stop twisting it to make me sound like the villan here.

I have received poor CS from VM on many occasions (as I'm sure many, many people have). But what disgusts me is the attitude of the VM staff on here, who try to make excuses, or twist things around, rather than showing any concern whatsoever that a customer received poor CS.
well eveeryone here thinks oyu are villian because you have called teh agent a liar

Jameseh 23-12-2011 11:20
Re: Why can't Virgin Media ever get their customer service right??
 
Quote:
Originally Posted by Tim Deegan (Post 35349802)
What about the 4 calls to sort it? Do you think that is good service??
3 of which were your inability to wait.

Andrewcrawford23 23-12-2011 11:22
Re: Why can't Virgin Media ever get their customer service right??
 
Quote:
Originally Posted by Tim Deegan (Post 35349798)
As I have said many times on this thread, they do get it spot on sometimes, although almost never with overseas call centres.

But I'm talking about the many times that they have got it wrong.

I don't know the details of your individual case. But my example points out the fact that it took 4 phone calls for them to get it right. And even then they didn't want to rectify the problem.

---------- Post added at 09:51 ---------- Previous post was at 09:49 ----------



Well that post was a load of cr#p. But I can't believe that people are actually sad enough to start stalking me.

YOUR POST IS SOOOOO FAR OFF TOPIC!!!!!
anything that says your wrong is c* but anything that says your right is perfect???? oh i am stalking you :O if your attuide wasnt the way it was i wouldnt be intruiged by you are your comment esicpalyl about yoru own company which seems to suggest formt hat review site that your company isnt what you make it and it possible like other companies and make mistakes

---------- Post added at 10:22 ---------- Previous post was at 10:21 ----------

Quote:
Originally Posted by Jameseh (Post 35349807)
3 of which were your inability to wait.
:clap:

martyh 23-12-2011 11:44
Re: Why can't Virgin Media ever get their customer service right??
 
Quote:
Originally Posted by Tim Deegan (Post 35349795)



But I do know what was said!!!
But the members of this forum don't .Whilst I and some others may be willing to take your claims at face value and offer some support re. the shoddy cs claims others will not .
Having said that i am coming to the conclusion that maybe your attitude on the phone did not endear you to the first 2 or 3 reps because of your preconceived idea that VM train their reps to lie .I feel you must retract your claim that the rep lied

Tim Deegan 23-12-2011 11:52
Re: Why can't Virgin Media ever get their customer service right??
 
Quote:
Originally Posted by Stephen (Post 35349805)
The four calls have nothing to do with it, just know that to change an open order can cause issues with the rest of it and you can end up with even more problems.

The CSR didn't lie and he did do his best to sort out your problem.
How can you say that????

I started this thread, and it is about poor CS at VM. And the example was that it took 4 calls to get it right.

The fact is that in order to try and defend VM, you keep bringing up the lying issue. Which as the OP I have said many time, isn't the main issue.

So stop trying to deflect things away from the main issue.

---------- Post added at 10:49 ---------- Previous post was at 10:47 ----------

Quote:
Originally Posted by martyh (Post 35349815)
But the members of this forum don't .Whilst I and some others may be willing to take your claims at face value and offer some support re. the shoddy cs claims others will not .
Having said that i am coming to the conclusion that maybe your attitude on the phone did not endear you to the first 2 or 3 reps because of your preconceived idea that VM train their reps to lie .I feel you must retract your claim that the rep lied
That's because this thread is full of people with connections to VM, who are using the usual bullying tactics to try and shut me up. And there is no point in complaining, because half of the bullies are mods.

---------- Post added at 10:50 ---------- Previous post was at 10:49 ----------

Quote:
Originally Posted by Andrewcrawford23 (Post 35349808)
anything that says your wrong is c* but anything that says your right is perfect???? oh i am stalking you :O if your attuide wasnt the way it was i wouldnt be intruiged by you are your comment esicpalyl about yoru own company which seems to suggest formt hat review site that your company isnt what you make it and it possible like other companies and make mistakes

---------- Post added at 10:22 ---------- Previous post was at 10:21 ----------



:clap:
:notopic::notopic::notopic::notopic:

The topic is about poor CS by VM, and not about libelous comments about me.

---------- Post added at 10:51 ---------- Previous post was at 10:50 ----------

Quote:
Originally Posted by Jameseh (Post 35349807)
3 of which were your inability to wait.
Read the first post!!!!!!

---------- Post added at 10:52 ---------- Previous post was at 10:51 ----------

Quote:
Originally Posted by Andrewcrawford23 (Post 35349806)
well eveeryone here thinks oyu are villian because you have called teh agent a liar
No, people with connections to VM have tried to make me out to be a villan to try and detract from VM's poor CS.

The lying issue is secondary.

Andrewcrawford23 23-12-2011 11:54
Re: Why can't Virgin Media ever get their customer service right??
 
Quote:
Originally Posted by Tim Deegan (Post 35349817)
How can you say that????

I started this thread, and it is about poor CS at VM. And the example was that it took 4 calls to get it right.

The fact is that in order to try and defend VM, you keep bringing up the lying issue. Which as the OP I have said many time, isn't the main issue.

So stop trying to deflect things away from the main issue.

---------- Post added at 10:49 ---------- Previous post was at 10:47 ----------



That's because this thread is full of people with connections to VM, who are using the usual bullying tactics to try and shut me up. And there is no point in complaining, because half of the bullies are mods.
but the lying issue the fact you think they have is the main issue people have, ok maybe the vm staff think you got good cs but other including myself have you have had bad cs but cause it took 4 calls but the last agent gave you good cs by going outside the rules book so to say but you have called them a liar, asked you good few pages back what you would say if the person had a disbaiulty and meant they had a limit vocalable like me and they didnt know how to express what they meant was that istead of being impossible that it techincally feasible but could cause mro problems meaning you have to wait long but you never respond to that because it goes against you and prove you cant rpove they are a liar just bad choice of words , you mgith find mroe pople go to your side if you admit it was not lie by the agent because you cant prove he tried to deceive you and that he hada bad choice of words but your annoyed at his training of how to deal with that type of situiton then that would be saying virgin meida are at fault with training and the agent just had bad choice of words nota liar

Hugh 23-12-2011 11:56
Re: Why can't Virgin Media ever get their customer service right??
 
erm, libelous* comments?

Are you stating that the review of your company is not written by your brother, who is a director of your company? If so, and you state that the writer is not related to you in any way, I am more than happy to apologise and withdraw that statement. Otherwise, you are calling me a liar.

btw, I, and many others who have disagreed with you in this thread, have no connection with VM (formal or informal, besides being a residential customer).

*A published false statement that is damaging to a person's reputation

Andrewcrawford23 23-12-2011 11:57
Re: Why can't Virgin Media ever get their customer service right??
 
Quote:
Originally Posted by Tim Deegan (Post 35349817)

That's because this thread is full of people with connections to VM, who are using the usual bullying tactics to try and shut me up. And there is no point in complaining, because half of the bullies are mods.[COLOR="Silver"]

i have no connectiosn to virgin but it your attuide and instenince thata person lied to you tha ti have the problem with, i have many times critised virign on here not this thread but cable forum but i have at times appauld when something is done right to everyone else who has doesnt have impaired view on the matter you have had bad cs cause it took 4 calls but the 4th agent done over and above what he shoudl have but gets called a liar you cant see what the main problem poeple are having with you


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