VM - we are listening to customers!
 

What a joke here: VM are going to listen to customers now !

http://www.virginmedia.com/wehearyou/

Re: Vm - we are listen to customers !
 

You can tell they're serious. they've increased the 24hr day.

Re: Vm - we are listen to customers !
 

I've had a read through the page, it does look like they're listening.

The only gripe I have is keeping off-shore technical support, but at least they are giving them more training in our culture, accents etc and hopefully technical support.

Everytime you call VM you should get an e-mail asking you about how you were treated, if your issue was resolved and what you would like to see changed or improved.
So if you're not filling them in, they can't hear you.

Re: Vm - we are listen to customers !
 

If VM are listening to customers, where's the HD channels then, we have been asking for months for them, and nothing, they claim, there is no room, why?:):):)

Re: Vm - we are listen to customers !
 

HD Channels are coming at the beginning of 2009

keep your eyes peeled :D

Re: Vm - we are listen to customers !
 

As I heard that VM are trying to get the sky HD channels

Re: Vm - we are listen to customers !
 

Lovely site design :)

Re: Vm - we are listen to customers !
 

I am planning to get the V+ box soon, if the HD content is increasing, I wonder if they will increase the price of the service? Better order my box soon, before they put the price back upto 150 quid.
I think they have a good amount of HD stuff on VoD.

Re: Vm - we are listen to customers !
 

they seem to be listening, fair play. You never know?

Re: Vm - we are listen to customers !
 

I'm 99.9% certain we read the same thing about them listening long before this one too?

Re: Vm - we are listen to customers !
 

Oh no make them stop puleeeeeeze !
I thought they were listening so I clicked on "call centres" in the hope I could type out a rant at them but it was just some cra**y video showing how VM are going to continue making life hard for customers to get good technical support in one phone call!

Damn since when does "listening to you" = "playing a video at you" ?
I have NEVER not once had a satisfactory call with anyone at the Indian call centres. They know absolutely nothing about anything to do with computers or VM policy or anything. their sole purpose is to act as a waste of time.

I DARE ONE OF THEM TO SEND ME AN EMAIL ASKING FOR AN APPRAISAL !
I never have recieved an email off them at all.

Re: Vm - we are listen to customers !
 

You will only receive an NPS email if they have your email address included with your main account details and this is not always the case as not everyone uses a Virgin based email address, plus it has to be added to the main account details manually by an agent.

Re: Vm - we are listen to customers !
 

What I've noticed is the Indians seem to be far more prone to hanging up on you if you ask them about something which doesn't feature on their script. That's another thing - there's very little personality or emotion to them when they try to help you - at least the UK guys tend to chat a bit.

But of course, if this is being dealt with then good :)

Re: Vm - we are listen to customers !
 

It doesn't have to be an ntl or blueyonder email addy.

I've seen a few hotmail, gmail etc on accounts.

Darkbeing - Feel free to call and ask for your email address to be added to your account for this purpose.
You'll soon be able to have a rant.

Re: Vm - we are listen to customers !
 

I liked the fact that existing customers will be able to get the same deals as new customers.

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:

Re: VM - we are listening to customers!
 

Thats odd!

I thought we'd come to the conclusion some time back that Richard Branson had very little to do with Virgin Media .. minor shareholder only etc,etc .. and yet here he is with 'a message from Richard' .. one of the balloons in the bottom left-hand corner ..

What happened there then?

Re: VM - we are listening to customers!
 

Its all a case of Bull s**t baffles brains.

Problem is the only people they seem to be baffling is themselves. :D

t quote what vm say - " we are listening to customers! "

TOOOOO late were leaving.

hahah

Re: VM - we are listening to customers!
 

The EPG performance is still dire.

Re: VM - we are listening to customers!
 

Its all about PR. alought virgin enerprises only has a small percentage in VM its still a signifacant cash investment. So VE (including ritchard) will do whatevers plausable to improve that investment. RB being a "well respected" personalaty and the public perception that anything with the virgin brand is Ritchards it makes sence that he is the public figure head of VM even if he (and his company) have very littletodo with the day-to-day running of VM.

Re: VM - we are listening to customers!
 

Every single person i know bemoans the lack of HD channels and content.

According to virgins latest poll its less than 1% of people surveyed
who want HD

Work it out for yourselves - im off to SKY and its 24 channels in HD.

Re: VM - we are listening to customers!
 

If VM thought anything of its customers, it would stop crap emails coming through, even though we have that barrier, that VM claim stops these emails coming up, and the strangest thing is, we had one, and it concerned VM, and they tell me, this is always happening, And on the HD content, if VM listened to customers IT WOULD have them.

Re: VM - we are listening to customers!
 

I assume you're talking about email spam? No one forces you to use VM's email platform, there are plenty of paid and free alternatives with better anti-spam.

Re: VM - we are listening to customers!
 

Hi Chickendippers, l actually have two, VM offered me the anti spam free, and l have Symantec, and it got through both of them.:)

Re: VM - we are listening to customers!
 

Are you describing a piece of software installed locally on your computer to filter out spam after it's been received? I'm talking about server-side filtering, i.e. that stops spam before it even gets to your computer.