Cable Forum - TiVo Why can't Virgin Media ever get their customer service right??

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Re: Why can't Virgin Media ever get their customer service right??

Quote:

Originally Posted by Masque (Post 35349966)

Why do you insist someone was lying to you when all they were doing was telling you the truth that whatever you wanted done was not possible, probably due to them being a first line agent without the relevant permissions, but they then went elsewhere and got it sorted for you, in my eyes that is above and beyond the call of duty and should be applauded not berated in such a poor and stupid way.

Can't you get this into your head????

They said "it isn't possible", because they wanted to end the conversation. This wan't true, because it was possible. This is quite simple, even a 4 year old could understand it.

Quote:

Originally Posted by Masque (Post 35349966)

This is a public forum and the details they appear to have posted are in the public domain and all names and contact details are behind usernames unless put on public display as per your own.

That would only be the case if the details had been reported properly. However wghen someone implies dishonesty, when there was none, then that's when it becomes libelous.

Quote:

Originally Posted by Masque (Post 35349966)

From your first post you insisted the agent was lying which in reality they were not as they personally were unable to sort your issue out themselves without seeking help, and for that valiant effort you called them a liar.

Now about that review by the person with the same surname as yourself.

The agent wasn't telling the truth, so they were lying. But as I've said many times, that isn't the main issue. I get used to sales reps, and people in all sorts of call centres lying to me.

Re: Why can't Virgin Media ever get their customer service right??

Quote:

Originally Posted by Tim Deegan (Post 35350426)

The review in question is a site owners review, and not a customers review

Page Title of the URL is

Quote:

Bedlum Beds reviews | Customer reviews of Bedlum Beds

I don't see where it says its a site owners review, care to point it out?

Re: Why can't Virgin Media ever get their customer service right??

Quote:

Originally Posted by martyh (Post 35349834)

Your claims of poor cs have been addressed ,I and some others have backed you up in that .Maybe the 1st or 2nd rep you spoke to should have done what the 4th rep did ,that is a matter of opinion .Other members have taken issue with your assertion that the 4th rep lied to you which is a deliberate act to mislead or deceive ,a serious accusation and one that cannot be allowed to pass unchallenged by VM staff on here simply because the rep in question cannot defend himself

The rep in question hasn't been named, and so doesn't need to defend himself.

The fact is that I was given an untrue statement by a VM representative (either because he wasn't trained, or he was being lazy).

A statement, should be a true statement, otherwise it is a lie.

If the rep wasn't trained properly, and so didn't know, then he shouldn't have made an untrue statement. He should have checked. He wanted to end the call, and only checked with someone else once I pushed the matter.

If staff aren't trained to do the job unsupervised, then they should be supervised until they reach an adequate level. But one thing they should NEVER do is to make a statement that they don't know is true.

Quote:

Originally Posted by martyh (Post 35349834)

I see no evidence of bullying (a charge levelled at you on certain forums),i see plenty of people taking offence at your claims of lying reps without any evidence apart from hearsay.
I can categorically state that in some cases the MOD's and VM staff on this forum have PERSONALLY gone out of their way and resolved issues from posters via emails and personal contact with Vm .They are prepared to do this should the issue warrant it and the poster doesn't label VM staff liars

Bullying is very common on many forums, especially by certain groups. In fact I have received support from some members warning me about the way some groups of people try to bully others.

Re: Why can't Virgin Media ever get their customer service right??

Quote:

Originally Posted by paultrademark (Post 35350436)

Page Title of the URL is

I don't see where it says its a site owners review, care to point it out?

Good question ;)

Re: Why can't Virgin Media ever get their customer service right??

Quote:

Originally Posted by Andrewcrawford23 (Post 35349837)

if you trully believe hte mods are bullying you you do know there is super admins and higher up mods that mod the mods and have in the past put out outcomes that dnt favour the mods because the mods have been worng you could easily pm one of those higher up ones the mods are accountable to

You are having a laugh. From previous experience, they do nothing at all.

Re: Why can't Virgin Media ever get their customer service right??

Quote:

Originally Posted by Sirius (Post 35350438)

Good question ;)

Indeed.. it's VERY clear what this actually is...

Quote:

Good
7.4 out of 10

1 customer reviews

Quote:

A brilliant online bed and mattress supplier that delivers nationwide using their own transport. They give honest impartial advice and also give a 100% satisfaction guarantee on their products where you can try a mattress out for up to 2 weeks and if it doesn't suit you then you can exchange for another type. How many shops do that ???
The service they offer, the quality of the products and value for money are second to none !!!!

Quote:

Dwayne Deegan
Halifax, GB
5 points
1 Review

http://www.trustpilot.co.uk/review/w...lum-beds.co.uk

Re: Why can't Virgin Media ever get their customer service right??

Quote:

Originally Posted by andy_m (Post 35349847)

The four calls have a lot to do with it, in fairness. The first call should have left the OP with, at the very least, the knowledge that to change an open order can cause issues. The fact that it didn't leave him with that knowledge, and further the fact that actually Virgin DID sort his problem out after 4 calls show clearly that they could have done so after just one, or at least advised him better about why they couldn't.

The OP's inability to wait for HD channels might suggest to some that this is a minor issue blown out of all proportion. I'm no HD junky, so I'd be inclined to agree - but I also can't quite believe that Virgin have set themselves up with a system that doesn't cater for impatient customers without potentially throwing up serious issues. That is very, very poor.

The OP has used the wrong language and has tried to make out that this thread is about the organisation as a whole whilst singling out individuals for unwarranted criticism - he's done himself a lot of harm. BUT, he has also received poor customer service, and, whether you like it or not, he has a right to vent about that. I'd like to think that, had he not accused an individual of lying that most on here would have actually been sympathetic.

I wasn't actually being impatient. The first time I called after installation was because I had no movies (HD or otherwise). So I politely explained to the rep what I should have had in my package. I was told that I would have my full package within an hour.

To be fair, I did have movies within the hour, but I didn't notice that I didn't have the HD movies until the next day. So when I phoned again, it wasn't to complain as such. It was to point out that they hadn't added the HD package that I was supposed to have. If I had been told at this point that the HD movies would be added three days later, then that would have been fine. But I was told that they would be added within 24 hours (although I received a text within an hour to say that it would be activated within the next hour).

So when I called on the Sunday (still being polite), it was because I assumed that there had been some technical problem, as the texts are most likely automated once the activation is in process.

I explained to this rep exactly what I had been told by the other two. So even if he didn't know if it could be done, then the fact that I had told him what the previous two had said, should have made him wonder if it was possible. And he should have checked.

So I wasn't being impatient, I was getting fed up with the fact that I had to keep calling because either the reps or VM's system couldn't get it right.

Re: Why can't Virgin Media ever get their customer service right??

Quote:

Originally Posted by Tim Deegan (Post 35350437)

The rep in question hasn't been named, and so doesn't need to defend himself.

.

and that right there is why you have offended so many people .You have accused a real individual of lying knowing full well he/she cannot defend themselves or provide evidence they were not lying.As far as i am concerened that is the worse kind of bullying

Re: Why can't Virgin Media ever get their customer service right??

Several pages of nonsense about whether an agent lied or not.

The main issue about CS issues has been lost in a crappy argument about whether someone lied or not. This has been going around in circles - I've seen enough. Thread closed.

Lastly,

Merry Christmas.

:xmas:

---------- Post added at 19:03 ---------- Previous post was at 18:52 ----------

FAO Tim Deegan,

Do not ever threaten me again and do not under any circumstances abuse the reported post facility to make such threats.

This thread will not be deleted and will not be removed from public view under any circumstances.

Re: Why can't Virgin Media ever get their customer service right??

Quote:

Originally Posted by Tim Deegan (Post 35350426)

Maybe you should seriously consider your position as a mod, before you get the whole site in trouble.

His position is quite safe, your position as a member however is far less secure.