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-   -   General : ESPN, BT, Euro, Premier and Sky Sports news (https://www.cableforum.uk/board/showthread.php?t=33688944)

andy_m 03-08-2013 09:19
Re: ESPN, BT, Euro, Premier and Sky Sports news
 
I completely agree - mistakes occur. And if you think that getting something wrong, replying to the first complaint with an automated email, only showing any understanding of the issue once they respond to the second complaint, albeit this time by telephone, and being prepared for you to wait until Monday before they even check to make sure they've resolved your problem constitutes good customer service then I'm genuinely pleased for you that your expectations have been met.

colin25 03-08-2013 09:28
Re: ESPN, BT, Euro, Premier and Sky Sports news
 
Quote:
Originally Posted by andy_m (Post 35604980)
I completely agree - mistakes occur. And if you think that getting something wrong, replying to the first complaint with an automated email, only showing any understanding of the issue once they respond to the second complaint, albeit this time by telephone, and being prepared for you to wait until Monday before they even check to make sure they've resolved your problem constitutes good customer service then I'm genuinely pleased for you that your expectations have been met.
Having an issue resolved quickly (within 1 day) is good.

I have seen response times of other companies take a lot longer.

And that includes Virgin.

So, if you think getting it resolved within 1 day is bad service, that speaks more about your standards than mine

andy_m 03-08-2013 09:48
Re: ESPN, BT, Euro, Premier and Sky Sports news
 
Quote:
Originally Posted by colin25 (Post 35604989)
Having an issue resolved quickly (within 1 day) is good.

I have seen response times of other companies take a lot longer.

And that includes Virgin.

So, if you think getting it resolved within 1 day is bad service, that speaks more about your standards than mine
I don't think getting it resolved in one day is bad at all. I don't think you should have had to send 2 emails to achieve this, though, and I don't believe that you should be prepared to accept that you might be partly at fault if, by your own admission, what was required of you wasn't made obvious to you by the company requiring it. Like I say, good customer service is getting it right first time and it appears, in this instance, that the entire event was avoidable had they been clearer with you from the start (I'm assuming you were supposed to opt in to receive the channel, but didn't realise and so didn't do so?).

Like you say, our standards are different, but hey, that's no bad thing, just means you're not tying up call centre staff when I want to complain!

alwaysabear 03-08-2013 09:49
Re: ESPN, BT, Euro, Premier and Sky Sports news
 
Quote:
Originally Posted by colin25 (Post 35604974)
No, I disagree.

Best will in the world, things will happen. It might even be that it was partly my fault (though I will argue, and this is not an admission of any blame, :)), as perhaps I should have done something (not obvious).

But i judge customer service at point of when i have an issue, and how quickly it gets resolved to my satisfaction.

There is no company that gets it right 100%. And i mean no company.

Believing that is like believing in santa, or that "coming soon" means soon :D
I agree completely .:D

andy_m 03-08-2013 09:55
Re: ESPN, BT, Euro, Premier and Sky Sports news
 
Fwiw I emailed Virgin this morning, and have already received a personal, not standard, reply, with a named point of contact and a promise of a follow up - but yes, I accept they don't always get it right either.

colin25 03-08-2013 10:38
Re: ESPN, BT, Euro, Premier and Sky Sports news
 
Quote:
Originally Posted by andy_m (Post 35604997)
I don't think getting it resolved in one day is bad at all. I don't think you should have had to send 2 emails to achieve this, though, and I don't believe that you should be prepared to accept that you might be partly at fault if, by your own admission, what was required of you wasn't made obvious to you by the company requiring it. Like I say, good customer service is getting it right first time and it appears, in this instance, that the entire event was avoidable had they been clearer with you from the start (I'm assuming you were supposed to opt in to receive the channel, but didn't realise and so didn't do so?).

Like you say, our standards are different, but hey, that's no bad thing, just means you're not tying up call centre staff when I want to complain!
lol..true. And i don't like phoning, an email I can type at my leisure. (though if irked, it is done toot sweet)

I might have got more annoyed if i was stuck in some queue on the phone, and it was 5:30am when i contacted them by email, and repeated an email response when I got home (say 4pm), and got phonecall at 6pm (i think).

And i had BT sport when i got home, my issue was future bill, which meant it was a limited issue, and ensuring I prevented a future one (my money is sacred to me, I may waste it upon occasion, but i won't let someone else waste it) :)

nstokes 03-08-2013 12:01
Re: ESPN, BT, Euro, Premier and Sky Sports news
 
I wonder if Den will be watching the Liverpool game today. KO is in less than one out. Only place to see the game is on BT Sport 1 HD :D:D

Dave42 03-08-2013 12:05
Re: ESPN, BT, Euro, Premier and Sky Sports news
 
Quote:
Originally Posted by nstokes (Post 35605080)
I wonder if Den will be watching the Liverpool game today. KO is in less than one out. Only place to see the game is on BT Sport 1 HD :D:D
he can always stream it ;);)

colin25 03-08-2013 12:07
Re: ESPN, BT, Euro, Premier and Sky Sports news
 
Quote:
Originally Posted by Dave42 (Post 35605087)
he can always stream it ;);)
Or go watch it in a pub..and get steaming :D

nstokes 03-08-2013 12:19
Re: ESPN, BT, Euro, Premier and Sky Sports news
 
Quote:
Originally Posted by Dave42 (Post 35605087)
he can always stream it ;);)
Would need a BT ID to stream it :D

---------- Post added at 12:19 ---------- Previous post was at 12:18 ----------

Quote:
Originally Posted by colin25 (Post 35605089)
Or go watch it in a pub..and get steaming :D
Lol

denphone 03-08-2013 12:22
Re: ESPN, BT, Euro, Premier and Sky Sports news
 
Quote:
Originally Posted by nstokes (Post 35605080)
I wonder if Den will be watching the Liverpool game today. KO is in less than one out. Only place to see the game is on BT Sport 1 HD :D:D
Us real gentlemen will be watching the cricket Sir and we will let the hoodlums like you and Colin enjoy your football.;):D

Dave42 03-08-2013 12:24
Re: ESPN, BT, Euro, Premier and Sky Sports news
 
Quote:
Originally Posted by nstokes (Post 35605096)
Would need a BT ID to stream it :D

---------- Post added at 12:19 ---------- Previous post was at 12:18 ----------



Lol
nope you don't you just got to know where to look :D:D:D

colin25 03-08-2013 12:26
Re: ESPN, BT, Euro, Premier and Sky Sports news
 
Quote:
Originally Posted by denphone (Post 35605101)
Us real gentlemen will be watching the cricket Sir and we will let the hoodlums like you and Colin enjoy your football.;):D
That should be good. I think England are struggling :D

nstokes 03-08-2013 12:39
Re: ESPN, BT, Euro, Premier and Sky Sports news
 
Quote:
Originally Posted by denphone (Post 35605101)
Us real gentlemen will be watching the cricket Sir and we will let the hoodlums like you and Colin enjoy your football.;):D
Cricket is rubbish. Oh well Liverpool will still be rubbish without you watching the game :D:D

Quote:
Originally Posted by Dave42 (Post 35605105)
nope you don't you just got to know where to look :D:D:D
Thats illegal :D

Dave42 03-08-2013 12:40
Re: ESPN, BT, Euro, Premier and Sky Sports news
 
Quote:
Originally Posted by nstokes (Post 35605111)
Cricket is rubbish. Oh well Liverpool will still be rubbish without you watching the game :D:D



Thats illegal :D
but that's what happens when wth holding channels as I always said it bad no matter with holds it should never happen and it would stop the illegal streaming


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