Re: Vm - we are listen to customers !
 

happy days !! hope your right.;)

Re: Vm - we are listen to customers !
 

Hmm the only problems I have with VM is the Indian call centers and when you get a repair done you normally have to get someone out again to repair the repair.

I'm not bothered about HD channels as the picture maybe great on them but the content will still be poor.

Re: Vm - we are listen to customers !
 

I don't know what HD content you have on VOD kester, but in my opinion the on demand HD content is pitiful.
If for example you go to option six "more on demand" and select HD you are presented with exactly the same offering as you were six months ago, absolutely no change at all.
As regards the TV choice HD offering, less than two pages of the same old stuff...roll on a few linear HD channels.

As far as the Indian call center is concerned why bother? people I've spoken to and my sister who used to work at VM-CS say that this is by far the biggest and most frequent complaint customers have, add to that their lack of authority to actually do anything plus outright lies like,"your service is slow tonight because we have traffic managed the entire of Brighton's connections" and I wonder why they keep it open.
If customers need to ring CS its generally because they have problems, the last thing they want is a battle trying to understand the person, and having to say for the umpteenth time "can you say that again please"...bring CS back to the UK.

Re: Vm - we are listen to customers !
 

Yes, to be honest I didn't have access to hd programmes when I made the comment. I had browsed the hd section of vod, and thought it looked ok. They do give a fairly good amount of films in hd on filmflex though.

Re: Vm - we are listen to customers !
 

I done exactly the same when I got my V+, as you say at first it doesn't look bad but after a couple of months of no change you begin to realise how pitiful it is...roll on the four linear HD channels coming soon.:)

Re: Vm - we are listen to customers !
 

My on demand is still very tempermental sometimes it just wont work, well most of the time it wont. i do feel virgin are improving and have started to listen to their customers. i have had emails from virgin before asking for my thoughts so i was a little confused last week why the call center asked for my email address so i refused to give it to them.

On the whole though i think Virgin is going in the right direction now and is improving

Re: Vm - we are listen to customers !
 

So long as the existing customer takes an additional product?

I seem to recal NTL say " We are listening "

Listening and actually putting into practice are two different things.

Re: VM - we are listening to customers!
 

The 25p per minute for broadband support has been scrapped. Is that a recent change?

Re: VM - we are listening to customers!
 

why keep knocking them ? i think they are improving steadily and that dosent suit the whingers.

Re: VM - we are listening to customers!
 

Depends on what you mean by recent?

it was scrapped back in June of last year.

http://www.cableforum.co.uk/board/12...t-is-back.html

All you have to do is call 151 from a VM phone(150 for CS).

It's 0845 454 1111 from any other line.

Of course there is still an PC helpline which is 09006 991 0001 and is charged at £1 a minute.

All this info is to be found on the back of your PAPER bill if you still receive one. ;)

Re: Vm - we are listen to customers !
 

Indeed. :tu:

'We hear you' - really?!

Haven't they always said 'you can get this offer only if taking out a new service?' So how is this any different? I still can't get the offers new customers get! :fit:

Re: Vm - we are listen to customers !
 

The difference now is that Virgin are actively investing in their customer management centres to improve customer service and try and sort problems before they arise. The main focus for them is their Net Promoter Score system which will ask for customer feedback by email (2 different email templates depending on the nature of the query) and these emails filter back to the team you initially spoke with and the feedback is used internally or the customer is contacted if there is something we can clearly resolve but havent been able to at the first point of contact.

Granted things arent perfect, but name me one company who has perfect customer service? With the scale of Virgin's business and the amount of restructuring that is still happening since the merger and rebrand its going to be tricky and sometimes things will not run as smoothly as expected, but Virgin did state this when they were frist created.

Things are improving, from my end user point of view, broadband has improved dramtically, the V+ is far more stable, we have more channels, the phone does its job perfectly, the mobile network does its job very well and the mobile broadband is surprisingly good!

We have a lot to look forward to this year with announced and "rumoured" changes to the company, definately worth hanging round for in my humble opinion!

:angel:

Re: VM - we are listening to customers!
 

virgin are actively laying off 2000+ staff how is that investing??? :erm:

Re: VM - we are listening to customers!
 

'piggy' Maybe VM think that, the service has improved so much, they don't need the staff. You cannot run and major company such as VM with small staff, unless the engineers are coming from India on a weekly visit, and flying by Virgin Atlantic for free, and then going back again.

Re: VM - we are listening to customers!
 

dont give em ideas!!:p: