Re: Call centre staff refusing to compensate disabled customer.
 

probably gobsmacked that anyone would have the brass neck to ask for compensation for a broken remote ,which may or may not have been the account holders fault .
Did the account holder ask you to ask for compen or was that something you took upon yourself ,if the latter then even more shame on you

Re: Call centre staff refusing to compensate disabled customer.
 

What gave you that idea?

Re: Call centre staff refusing to compensate disabled customer.
 

Is the op Carl in disguise?

Re: Call centre staff refusing to compensate disabled customer.
 

No. Carl wasn't half as sanctimonious.

Re: Call centre staff refusing to compensate disabled customer.
 

Welcome to modern Britain... Idiots demanding compensation for a broken bloody remote!!! Your whole complaint is a joke, you were given £10 to shut you up it doesn't mean that the manager agreed with you.

Re: Call centre staff refusing to compensate disabled customer.
 

I'm sorry after seeing the thread title and then reading the OP its totally incorrect and misleading.

So a customers remote is faulty through either wear and tear or other reasons and VM offer to send a new one out.

However due to the 'customer' not being able to reach the buttons on the STB its VMs fault and compensation is being sought?

Hahaha, sorry but thats just not ever going to happen no matter what company you called. If only there was a way to remotely change the channnel ;-)

At least the new remote arrived promptly. Would Sky have managed the same?

Re: Call centre staff refusing to compensate disabled customer.
 

That would be because that is what VM require the agents to do, so that it can be identified whether the replacement is due to general wear and tear, or whether it's customer damage which would mean it would be a chargeable replacement.

To be fair to Sky, you can get them them through places like Argos and Currys, so maybe a different scenario.

But then that's mainly down to the box ending up as yours, rather than being rented.

Re: Call centre staff refusing to compensate disabled customer.
 

So if it happened the way RC is claiming, the agent wasn't being obstructive or anything, merely following VM policy therefore doing his job?

Re: Call centre staff refusing to compensate disabled customer.
 

:rolleyes::rolleyes::rolleyes::rolleyes::rolleyes: :rolleyes:

Re: Call centre staff refusing to compensate disabled customer.
 

Obviously can't comment on the call as wasn't party to it, but it's standard diagnostic practice as defined by the business that the agents ask certain questions about the remote such as 'have you replaced the batteries' and whether/how it was damaged.

This then tells the agent whether the remote replacement should be chargeable or not

Re: Call centre staff refusing to compensate disabled customer.
 

Ben, regardless of what is standard procedure used by the Agent they had agreed to replace the remote with free postage and package I suspect,the main issue is the outrageous claim for compensation.....its a PVR and the lack of being able to use it properly is hardly life threatening and even worse is playing the disability card,shame on the OP in my opinion.:mad:

Re: Call centre staff refusing to compensate disabled customer.
 

Just s quick comment to say that sky did indeed send me a replacement remote in the post when I needed it.

As it happens they also do a special one for people with some disabilities which is also free.

Re: Call centre staff refusing to compensate disabled customer.
 

Agreed, the OP stated mid way through the post that the failure of the remote was down to wear and tear after 10 years of use. The fact the TV was on radio 4 is a customer choice prior to remote failure and TV service was still available so crazy to consider compensation is justified, that was the mistake of the OP to even think it was something which could be asked for.

There is a very simple answer to this problem for the future and I recommend the disabled person concerned should do this. They should simply buy an extra remote on top of the one provided so have 2 remotes and if one fails you can put the batteries in the other and you can continue to control your box!

Considering the level of disability and not intending to be disrespectful, I assume the person is claiming disability living allowance and that is meant to fund the extra costs a disabled person incurs to have a reasonable quality of living. So you can pay for the extra remote out of the £21 or £134.40 per week DLA provides.

Re: Call centre staff refusing to compensate disabled customer.
 

I've yet to see anyone agree with the original posters point of view at all. Seems a fairly closed case to me. Virgin in the right, original poster on a different planet.

Re: Call centre staff refusing to compensate disabled customer.