Cable Forum - WOW! Indian Virgin Technical Support are terrible! (and FTP access)

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mikeym

16-04-2010 12:56

WOW! Indian Virgin Technical Support are terrible! (and FTP access)

Hi all :)

Just thought I'd ask here to see if anyone could help me out or send me in the right direction, and to bemoan the virgin tech support in India.

I've got a bit of a problem with my Webspace. I can log on to it using FTP but for some reason I don't have access rights to my own space - even just telling it to make a new folder dies, so I thought I'd phone virgin technical support.

Got through and after 10 mins of automated nonsense and the electronic woman telling me to turn my modem off then on again I got through to broadband support in India. They told me they weren't technical support so passed me across to technical support (still in India).

So I explained that I could log onto my webspace using FTP but I couldn't make any changes.

He said, "You can't access the internet?"

"No, I can't upload to my webspace."

"You can't read your email?"

"No, my webspace."

"Sorry, could you explain what this webspace is?"

"Space on the web; part of your service."

"I don't know what that is."

"Could you please transfer me to someone who would know what I'm talking about?"

Beeep...

Total call time 25 mins, progress 0.

Any comments welcome, especially if they will help me actually resolve my problem - a UK technical support number would be nice ;)

Anyway have a nice day. :)

Ben B

16-04-2010 13:00

Re: WOW! Indian Virgin Technical Support are terrible! (and FTP access)

:welcome:,

It's a permission denied error it sounds like which is unfortunately quite common and needs to be raised with IT in order to get it fixed. If you aren't getting anywhere with Technical Support over the phone then post your issue on the official VM Forum and the team on there can get it sorted out for you http://community.virginmedia.com/t5/...bd-p/Web_Space :)

Ben :)

mikeym

16-04-2010 13:04

Re: WOW! Indian Virgin Technical Support are terrible! (and FTP access)

Thank you!

Simple wasn't it.

Andrewcrawford23

16-04-2010 13:31

Re: WOW! Indian Virgin Technical Support are terrible! (and FTP access)

Quote:

Originally Posted by mikeym (Post 35002475)

Thank you!

Simple wasn't it.

just hng up and redial next time ;) i think you will get the offshore call centres it might not be india 1 in 4 times. make sure they get yoru email added so you willg et a survey ;) then jsut leave notes abotu your experaince witht eh off shore centres onyl if people complain neough will it improve unlikely ot go

izools

16-04-2010 18:25

Re: WOW! Indian Virgin Technical Support are terrible! (and FTP access)

Why do they employ these Indian phone monkeys? Why don't they save themselves a few bob and just pop their script into a "help guide" in the box with the modem / router?

I'd much rather have fewer British staff and have to wait longer to get through to someone who knew what they're doing... Ah well.

"Webspacings? No sorry sir, we do internets and broadbandings. Super fast, very nice, you like"

No. 10

16-04-2010 21:18

Re: WOW! Indian Virgin Technical Support are terrible! (and FTP access)

Quote:

Originally Posted by izools (Post 35002680)

maybe not the best way to talk about it, but agreed. With a corp the size of VM, surely we could have uk based call centres 24/7, o2 can do it...!!!!!

Peter_

16-04-2010 21:41

Re: WOW! Indian Virgin Technical Support are terrible! (and FTP access)

We offer very little support to Webspace as most of it is out of our Support Scope but you can find a lot of help in the Customer Knowledge Base just click on Broadband & Internet choosing Cable or National and scroll down to the bottom and click All Webspace Help.

Here is the LINK.

Arthurgray50@blu

16-04-2010 22:11

Re: WOW! Indian Virgin Technical Support are terrible! (and FTP access)

Well maybe if VM can pull there finger out of the backside and get rid of these Indian call centres, then customers would be much happier.

I have dealt with with these Indian call centres, and they couldn't understand what l was talking about, they wouldn't help me, they even told me to cancel my deal and make a new one. Absolutely pathetic.:mad:

REM	17-04-2010 21:56

Re: WOW! Indian Virgin Technical Support are terrible! (and FTP access)

http://img696.imageshack.us/img696/4645/supportg.jpg

Neil22

18-04-2010 09:26

Re: WOW! Indian Virgin Technical Support are terrible! (and FTP access)

Quote:

Originally Posted by mikeym (Post 35002467)

When I phone up and hear an Indian accent I ask them to be put through to the UK.

Peter_

18-04-2010 18:19

Re: WOW! Indian Virgin Technical Support are terrible! (and FTP access)

Quote:

Originally Posted by Neil22 (Post 35003702)

When I phone up and hear an Indian accent I ask them to be put through to the UK.

As they just click transfer you are placed into the same queue with an equal chance of UK or Offshore, so just playing roulette.

Neil22

19-04-2010 06:57

Re: WOW! Indian Virgin Technical Support are terrible! (and FTP access)

Quote:

Originally Posted by Masque (Post 35003984)

As they just click transfer you are placed into the same queue with an equal chance of UK or Offshore, so just playing roulette.

Did it yesterday and got through to India. The first thing I asked was can I be put through to a UK rep please? 1 minute later I was speaking to a UK call centre.

---------- Post added at 07:57 ---------- Previous post was at 07:53 ----------

Quote:

Originally Posted by No. 10 (Post 35002849)

maybe not the best way to talk about it, but agreed. With a corp the size of VM, surely we could have uk based call centres 24/7, o2 can do it...!!!!!

Nice to see some of the other companies are bringing their call centers back to the UK. BT have been one of them who have come back to the UK after having problems with Indian call centers. VM should do the same IMO, Indian call centers have no idea of the UK network.

Chrysalis

19-04-2010 10:42

Re: WOW! Indian Virgin Technical Support are terrible! (and FTP access)

I agree, better to wait and get a uk rep than call a india rep find he not up to job and have to ring back anyway.

Its called failure demand, where a customer has to come back when there is a failure of service, a cost often ignored by companies until it gets very severe.

Mags1892

28-07-2010 12:50

Re: WOW! Indian Virgin Technical Support are terrible! (and FTP access)

Well I have just come ff the phone after a 37 minute call, 20 mins of that was on HOLD!!!!

Service is diabolical , since they went to google mail the server ept my mail and i wanted to delete it.

The person in india has about as much technical nous as my 6 yr old, infact no im wrong I apologise to my 6 yr old , he knows a lot more.

They asked me to put the option for leaving a copy of the mail on the server ON.... I said No thats not what I want , I wish for it to be deleted Immediatly I download - start a debate on the fact this is not possible lol.

I reassure her it is indeed possible and infact STANDARD.... but eventually I manage to get into my webmail service settings which I have not checked since they went to google mail and sort it myself.

Not only is it dificult to understand the Kings english accent they speak with (no fault of theirs by the way), but please employ people who know one end of a mouse from the other!!!.

Ill be closing my account soon and moving back to whomever has english call centres, after 15 years a customer.

Ear	28-07-2010 13:03

Re: WOW! Indian Virgin Technical Support are terrible! (and FTP access)

Quote:

Originally Posted by Mags1892 (Post 35063771)

How you can criticise anyone elses english/technical knowledge when your own post explaining the issue makes barely any sense I don't know.

Hello you're through to virgin media, How can I help?
I wish for it to be deleted immediately I download. The server ept my mail.
Err... sorry... this is an english speaking call center. Can you repeat that in english?

I find the average UK employee have about the same technical knowledge as their counterpart in India. I only like dealing with the UK employees who are on either the forum/twitter. They are normally the best of the bunch and will not bull-**** you.

bonzoe

28-07-2010 17:51

Re: WOW! Indian Virgin Technical Support are terrible! (and FTP access)

I am afraid that this is quite common for these off-shore call centres. They are only off-shore for one thing, to save money so the accountants can say "look how good we are at saving money. Pay rise/bonus, please"..........

Some individuals are good and very helpful, but there IS a language problem.

blue sabre

29-07-2010 09:26

Re: WOW! Indian Virgin Technical Support are terrible! (and FTP access)

Quote:

Originally Posted by bonzoe (Post 35063945)

Some individuals are good and very helpful, but there IS a language problem.

But you get exactly the same issues with some UK regional dialects, when it can be difficult for the call operator to understand the caller. It works both ways.

kwikbreaks

29-07-2010 10:29

Re: WOW! Indian Virgin Technical Support are terrible! (and FTP access)

So do you think an offshore call centre operative would understand (say) a Geordie or a Glaswegian better than a UK based call centre operative then?

Offshore is cheaper but frequently less effective either for reasons of language or because they have been given scripts to follow rather than proper training in the product (this happens for some UK support too). If VM used exclusively UK based support I suspect that prices would have to rise and you'd still have no guarantee that your problem would be fixed first time. It's a balancing act and VM have chosen to have both offshore and UK support - if people have a problem with that then they always have the choice of taking their business elsewhere.

caph	30-07-2010 19:24

Re: WOW! Indian Virgin Technical Support are terrible! (and FTP access)

Quote:

Originally Posted by kwikbreaks (Post 35064285)

So do you think an offshore call centre operative would understand (say) a Geordie or a Glaswegian better than a UK based call centre operative then?

Err, yes, quite obviously they would. It is much easier to understand accents in your native tongue than it is in a foreign language. I'm really struggling to understand why you would think otherwise.

Kwikbreaks, I've previously been told that the Indian staff have exactly the same manual and computer systems as the UK staff (I stand to be corrected), however I wasted countless hours of my life on the phone to offshore support until I accidentally got through to UK support who sorted me in minutes. And that has happened on more than one occassion.

Peter_

30-07-2010 19:46

Re: WOW! Indian Virgin Technical Support are terrible! (and FTP access)

Quote:

Originally Posted by caph (Post 35065033)

I've previously been told that the Indian staff have exactly the same manual and computer systems as the UK staff

I do not use a manual or a script as it is impossible to diagnose with a script correctly.

We do have the same tools but it depends how well the person can interpret the data when using them.

We do have a knowledge base for use if required, plus we use various online emulators when required, but first and foremost we have the use the most important tool of all our brain.

Russ	30-07-2010 19:51

Re: WOW! Indian Virgin Technical Support are terrible! (and FTP access)

Quote:

Originally Posted by Mags1892 (Post 35063771)

Ill be closing my account soon and moving back to whomever has english call centres, after 15 years a customer.

What's wrong with Welsh, Scottish or N Irish callcentres?

Horizon

31-07-2010 00:12

Re: WOW! Indian Virgin Technical Support are terrible! (and FTP access)

Quote:

Originally Posted by izools (Post 35002680)

Why do they employ these Indian phone monkeys?

Because they're ten times cheaper than the UK ones.

Quote:

Originally Posted by blue sabre (Post 35064261)

But you get exactly the same issues with some UK regional dialects, when it can be difficult for the call operator to understand the caller. It works both ways.

I agree, particularly with strong Glaswegian accents. Bangalore or Glasgow it's all the same.

I tend to find the foreign call centres are fine with basic stuff. I had a tv fault a few weeks ago, the Indian call centre arranged a technician and the fault was fixed. The fault reoccurred and another Indian call centre arranged a technician and the fault was fixed again and hopefully will stay that way.

But where the foreign call centres fail is on less standard stuff. Supposedly CLI is now available on my phone so I requested it when I phoned VM about my tv fault but nothing has happened. When I phoned again I requested it again, but still nothing. Before the calls I tried the forum, but nothing. Having to request something three times whether you speak to an Englishman or Indian is damn annoying.

The only time I object to foreign call centres is with banking. When it comes to money, my money, I'm less tolerant and would rather hear a UK accent preferably a London/home counties one at that.

I think where VM should be applauded is that the calls to VM using their phone line are free. I don't think we should be too hasty to get rid of the Indians, because it may have results less favourable to us customers.

frogstamper

31-07-2010 01:48

Re: WOW! Indian Virgin Technical Support are terrible! (and FTP access)

VM are well aware how unpopular the Indian call centers are, so much so that they now advertise their Business Broadband as being "reassuringly based here in the UK".
It begs the question, why can't us non-business customers be equally "reassured" concerning our CS, or is it OK to palm us off with a cheaper inferior service.?
I hasten to add VM still do have an excellent UK based call center in Swansea, so why not expand and employ some more people so all of VM's customers can feel reassured.:shrug:

http://www.virginmediabusiness.co.uk....aspx#overview

kwikbreaks

31-07-2010 07:26

Re: WOW! Indian Virgin Technical Support are terrible! (and FTP access)

Quote:

Originally Posted by caph (Post 35065033)

I don't - I was asking the other poster if they did because that is what their post seemed to imply.

jodash

31-07-2010 07:32

Re: WOW! Indian Virgin Technical Support are terrible! (and FTP access)

had problems with UK and Offshore call centers but overall no difference between the two

kwikbreaks

31-07-2010 07:35

Re: WOW! Indian Virgin Technical Support are terrible! (and FTP access)

It isn't where they are located that matters but what calibre of staff they have and how well they have been trained.

Russ	31-07-2010 08:53

Re: WOW! Indian Virgin Technical Support are terrible! (and FTP access)

Quote:

Originally Posted by kwikbreaks (Post 35065226)

It isn't where they are located that matters but what calibre of staff they have and how well they have been trained.

It's a bit more than that. In many Indian callcentres they still have the 'colonial' mentality where they feel compeled to serve their employers. That's all very well but they take it to extremes. They fail to realise they are there to serve the customer.

As a result they rigidly stick to company scripts and procedures and will not use common sense and discretion in certain cases.

In UK callcentres whereas you do occasionally get 'traffic warden' types, most of the time they will use discretion if it can help the customer. I'm not saying callcentres workers should break the rules but usually they will try to find some flexability whereas in Indian they just seem unable to comprehend this.

kwikbreaks

31-07-2010 10:13

Re: WOW! Indian Virgin Technical Support are terrible! (and FTP access)

I don't disagree - that is one of the aspects of "calibre of staff" which I mentioned in my post. I have had both good and bad service from UK and offshore call centres. I've called VM about 4 times - all my calls were handled well although I think they were all to the UK.

raefil

31-07-2010 15:33

Re: WOW! Indian Virgin Technical Support are terrible! (and FTP access)

Not too long ago I had problems getting onto the internet, i got through to the Indian call centre and my experience was of first class service. The young lady I spoke to was very patient, very knowledgable and had me back on the internet in no time at all.

Just to put the other side of the story.

PS, in case anyone wants to know, Im a white British Male.

frogstamper

01-08-2010 00:25

Re: WOW! Indian Virgin Technical Support are terrible! (and FTP access)

Quote:

Originally Posted by raefil

PS, in case anyone wants to know, Im a white British Male.

In all honesty I don't see how that is relevant, for me its a question of understanding and being understood, not race.

Russ	01-08-2010 05:40

Re: WOW! Indian Virgin Technical Support are terrible! (and FTP access)

Quote:

Originally Posted by frogstamper (Post 35065568)

In all honesty I don't see how that is relevant, for me its a question of understanding and being understood, not race.

I agree, a totally pointless and provocative comment.

Chrysalis

01-08-2010 10:34

Re: WOW! Indian Virgin Technical Support are terrible! (and FTP access)

I can only say based on my own expierence.

my experience is that I struggle to understand indian based tech support and they defenitly struggle to understand me and ask me things like how to spell my name a very well known english name 'chris'. I find myself having to repeat things again and again.

Then of course I have to back up what ohers have said in regards to the rigidly sticking to scripts, VM probably see this as a good thing as companies love scripts. But it only results in failure demand (customers phoning back again) which eans the call centre demand is not all true demand.

A recent conversation with the CEO office they asked me to use tech support first before contacting them again and I gave my reason why I went straight to the CEO office on the complaint mainly in that I had no faith in tech support resolving it for the reasons above.

I have noticed indian based tech support for other companies can be superior to VM's so at least part of it is probably down to training, but I feel I would rather be in a queue for uk support then someone answering fast halfway round the world.

Red Squirrel

03-08-2010 11:59

Re: WOW! Indian Virgin Technical Support are terrible! (and FTP access)

It would be awesome if VM did decide to have 100% UK call centres. I fear a problem I had a couple of months ago may have been cleared up without resorting to the CEO's office had I got through to UK call centres every time I called.

To me, India's biggest problem is sticking to scripts and lack of knowledge. On the rare occasion I got through to the UK I explained the problem and straight away we were talking about how to resolve the problem. Where as with India first you have to get them to ignore the "turn your modem on and off" script, then try and explain the problem and pray they understand.

buba3d

03-08-2010 14:10

Re: WOW! Indian Virgin Technical Support are terrible! (and FTP access)

its only just a matter of time untill you get put through to a nigerian call centre

"can i have your account inforation"

*click*

Bifta

03-08-2010 15:53

Re: WOW! Indian Virgin Technical Support are terrible! (and FTP access)

Quote:

Originally Posted by buba3d (Post 35066942)

its only just a matter of time untill you get put through to a nigerian call centre

"can i have your account inforation"

*click*

https://www.cableforum.co.uk/images/...2010/08/93.jpg

*gooooooooodafternoon sir I am calling you from virgin mediaaaa*

kwikbreaks

03-08-2010 16:03

Re: WOW! Indian Virgin Technical Support are terrible! (and FTP access)

.. and if you don't just hang up....

https://www.cableforum.co.uk/images/...2010/08/92.jpg

horseman

06-08-2010 01:44

Re: WOW! Indian Virgin Technical Support are terrible! (and FTP access)

Do VM Business users get routed to an Indo-Asian offshore call centre?

Anecdotal:
1. In a past life whilst supporting HSBC datacentres in both Sheffield and India I once calculated our department spent 38% more overtime supporting the offshore centre than the UK one?
2. Around the turn of the millenium IBM resourced it's DB/2 (RDBMS) product's Centre of Competence from an IBM Lab in Toronto to India.... within a year it was forced by Corporate Customer pressure to revert back to Toronto.
3. As already pointed out some companies actively advertise(eg Nat West) that they only have UK based callcentres.

Tenuously circumstantial perhaps but a temptingly obvious conclusion can present itself... :(

...and of course the reverse can be argued as when I was freelancing I could earn obscene amounts correcting mistakes made by previous indigenous UK engineers only to be followed by my Indian colleague who corrected my occasional foo-pahs! ;)

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