Originally Posted by Masque (Post 35304482)

I am a broadband technical support agent and I never bring any issues into the workplace from home as you cannot do my job in those circumstances.

Originally Posted by Masque (Post 35304482)

I certainly never lie to customers and the is no such training within the company as it would be national news headlines by now.

Originally Posted by Masque (Post 35304482)

As this is a privately owned forum that allows Virginmedia staff to post on here in their own time why would those staff report what is to all intents and purposes hearsay to anyone within the Virginmedia management, as the is no way it can be confirmed or backed up due to the many legal constraints in place and if you are in business you should be fully aware of that.

Originally Posted by Masque (Post 35304482)

Maybe it would be a good idea to call Customer Relations on Monday from 8am on 150 from a Virginmedia phone line or 0845 454 1111 from any other phone and choose option 5 option 2 and if you forget your password just press zero and complain to them instead.

Originally Posted by Masque (Post 35304482)

Again I know of no training to lie, so any such comments you insist on repeating are to say the least slanderous in their intent.

Originally Posted by spiderplant (Post 35304473)

I'm not sure why you are posting at all on this (consumer-oriented) forum. Doesn't the SLA on your business account provides whatever cover you need for any loss of service?

Originally Posted by Kymmy (Post 35304700)

If he was on a business account then he wouldn't be talking to India as in post #10 as VMB has only UK call centres

Originally Posted by Hugh (Post 35304735)

Unfortunately there are some people who will always find something to complain about, no matter how hard you try to help them out.

Originally Posted by Tim Deegan (Post 35304693)

Not sure what you are getting at. I'm not on here to report a complaint. I just made a true comment in reply to the forum, and then loads of VM employees jumped on me. I think it is a case of the truth hurts.

Originally Posted by Tim Deegan (Post 35304693)

Don't try to pull the wool over peoples eyes. I know of many untruths that call centre staff in many industries are told to come out with.

Originally Posted by Masque (Post 35304740)

If you were to post this elsewhere and identified yourself you could be in deep water legally with what would be construed as false accusations with regards training.

Originally Posted by Tim Deegan (Post 35304125)

I was lied to by a member of the Virgin staff.

Originally Posted by Tim Deegan (Post 35304151)

I'm afraid you are very wrong.

To start with, any staff who deal with customers should not bring problems to work. And therefore personal issues should NEVER have any bearing on the way they deal with customers.

Staff who can't do the above quite simply shouldn't be employed in positions dealing with the public.

If a company (whatever size) employs the right people, and trains them properly, then this alone should eliminate most complaints.

Worst of all is when staff are actually trained to lie to customers, as I have come across a few times with VM.

To be honest I am disgusted that there are two members of VM staff in this forum who instead of passing on customers concerns, actually try and make excuses, and even deny that there is a problem. Well as I have said many times, there is a serious problem with VM's customer service.

You have to remember that VM aren't retailers, they provide a service. And this is a service that should run trouble free on a day to day basis. And I have to say that it usually does, and is in fact very reliable. Even when there are faults that cause disruption in the service, then I accept that as with all technology, this can happen occasionally. And although it can be very annoying (especially when trying to run businesses that rely on communications and IT), it isn't really grounds for a complaint as long as the problem is sorted quickly. With retailers they are relying on products manufactured by third parties, and therefore they are more likely to have complaints.

Complaints usually start out as problems. It's the way that these problems are dealt with that decides if it becomes a complaint. And this is where VM fall flat on their face as far as customer service goes.

The best single way to improve VM's customer service would be to bring the call centres back to the UK. Oh, and stop training staff to lie.

Originally Posted by Tim Deegan (Post 35304447)

Get your facts right. I said that members of VM call centre staff lie. I didn't say that all VM employess lie.

Originally Posted by Tim Deegan (Post 35304125)

I was lied to by a member of the Virgin staff.

Originally Posted by Sirius (Post 35304741)

I have asked him to produce the evidence in relation to his statement that VM train there staff to lie, He has not produced it because he knows dam well that virgin would never train there staff to lie, However he seems to feel he can spout his false accusations because it fits his agenda.

Originally Posted by muppetman11 (Post 35304559)

My thoughts on VM employees I've dealt with on the phone.

UK BB Tech Support have always been excellent , honest and polite as have UK Customer service agents.

Originally Posted by Sirius (Post 35304703)

Nail and Head :tu:

Originally Posted by Masque (Post 35304749)

As I said above posted elsewhere his comments could have legal implications but by hiding behind a username on a private forum many feel they can say virtually what they want.

Originally Posted by Masque (Post 35304858)

I think I do my job to the best of my ability and if I find that I need help the are enough resources and back up staff available to help me do so.

Originally Posted by Tim Deegan (Post 35305204)

Don't comment on something you know nothing about.

It is disgusting that a member of VM staff should be so personally abusive to a customer who has had many bad experiences with VM. Especially in a public forum.

You aren't doing your employers reputation any good at all. And your own career prospects I imagine.

---------- Post added at 01:07 ---------- Previous post was at 01:04 ----------



I haven't said anything that isn't true. So you should get your facts right rather than trying to bully someone in a forum. As with Sirius, it doesn't do VMs reputation any good. In fact it could come under misconduct.

---------- Post added at 01:12 ---------- Previous post was at 01:07 ----------



Don't take it personally. I'm not just someone who complains about a whole company, or all of it's employees. It's just that over 20 years I have had many bad experiences with the CS department, which actually got far worse when it was moved to a call centre abroad.

As I've mentioned before, if people ask me which provider I recommend, then I say that VM provide an excellent and reliable service. However when things do go wrong you have an absolute nightmare sorting it out.

The only customer service that I have ever experienced that is worse than VM is Paypal.

Originally Posted by Kymmy (Post 35305222)

Can I suggest liberal use of the IGNORE feature in this thread, otherwise we're going to go round in circles..

Originally Posted by Tim Deegan (Post 35305204)

I haven't said anything that isn't true. So you should get your facts right rather than trying to bully someone in a forum. As with Sirus, it doesn't do VM's reputation any good. In fact it could come under misconduct.