Originally Posted by OLD BOY (Post 35921641)

Thank you, Stuart, for getting to the bottom of this. Clearly, the call centre person was refusing to escalate Richard's case because she had offered him the appropriate compensation for loss of service, as laid down by the terms and conditions of use.

Richard being Richard, he always wants more and he goes on and on and on until he gets what he wants. Then, in total exasperation with him, they give him more to get rid of him and then he claims VM 'agreed' with him. This encourages him to do the same again the next time he finds a reason to kick off.

I'm done with this thread now and I suggest we all walk away. A lot of us I think have been irritated by this and someone's going to say something inappropriate soon if it this discussion carries on.

Originally Posted by 007stuart (Post 35921655)

Hi Old Boy

Thank you for your post, if I have in any way upset Richard I apologise, it was not my intention to do so.

I see MaggyJ has posted along the same lines and agree it's time to move on.

Regards

Originally Posted by RichardCoulter (Post 35921681)

I was upset by what I perceived you were doing but, by definition, my condition sometimes means I misunderstand things

Thank you for explaining that you did not intentionally upset me and for your apology, both are much appreciated.

Originally Posted by pip08456 (Post 35921709)

I find it strange that you think that your getting a reduction in price and possibly a refund keeps prices down for others.

Originally Posted by RichardCoulter (Post 35921715)

A fair question.

It's because I spend a huge amount every month with VM. By using such retention methods (the norm with many companies), this money stays within the VM eco system instead of going into the revenue of a competitor- keeping large spending customers is good for VM income streams and doubly good if this money can be kept out of the hands of a competitor.

These domestic & business income streams all go into the pot, increase investment and help to keep prices down for small and medium sized users.

Originally Posted by Raider999 (Post 35921717)

You are obviously not paying as much as some, who are not getting these freebies and reductions, so why do you think you are paying such a huge amount?

As you have recently been given free access to Movies you were obviously not even on the top package as many VM customers are.

Originally Posted by RichardCoulter (Post 35921033)

Since Liberty Global took over VM, i've noticed that frontline staff seem very reluctant to escalate problems that they have been unable or unwilling to resolve at first contact level.

Has anyone experienced this? I'm beginning to wonder if LG are now somehow putting pressure on their staff not to escelate problems.

Examples are, some time ago, I had to raise a formal complaint when a CS person outright refused to do so (now sorted out).

The other day I was not happy with the amount offered for a total loss of TV & BB. The person I was speaking to tried to make out that her decision was final and nobody else could/would be able to help me, even when I pointed out that I could leave due to the forthcoming price rise.

It was only when I mentioned that one of her colleagues had recently been disciplined for doing exactly what she was attempting to do that she was able to do what she previously claimed was impossible/pointless.

Maybe it's just their bruised pride or ego at the suggestion that they've somehow failed that's causing this behaviour??

This news item posted by Mick does seem to suggest that CS is deteriorating since LG took over the company:

http://www.cableforum.co.uk/article/...t-virgin-media

Edit: On all occasions that I've experienced this, the staff were based in the UK. Anyone expecting any sense from the offshore call centre is on a hiding to nothing!