VM is turning into an arrogant sky like service...
 

I phoned up retentions to try and wrangle a discount for my father in law, and the customer relation guy was a right arse to me, even bloody shouting at me, telling me, not to interrupt me.......a good way to keep customers huh?

I said I was off to sky for a better deal, they told me I would not find a better deal than VM, listing all the reasons right ot wrong why the competition is inferior to them..

Now whilst what the relations guy is right or wrong how dare he raise his voice to me?

I'm clued up I know what deals other competitors offer, I don't need them rammed down my ear hole,

If VM can offer new customers free 2 months etc why can't they give me a free couple of months, rather than lose me for a at least a year?

I'm not happy at all, I am not above leaving them, no company is above leaving IMO treat your customers right and they will look after you.

I realise Sky customer services is no better if not worse, sky at least try to hold onto it's customers with good retention deals.

as soon as sky offer half price sky world, I'm off.


Yes I wanted a better deal..........is that a crime. Check out money supermarket .com I bet they wouldn't think so

Re: VM is turning into an arrogant sky like service...
 

Think you will find sky worse,When you ring to cancel with them they go okay see you.Then constantly bombard you a month later to come back,That happened to me and now im on the half price 12months sky world deal.Will not happen when cancelling

Re: VM is turning into an arrogant sky like service...
 

Why did he raise his voice at you?

Re: VM is turning into an arrogant sky like service...
 

This has nothing to do with VM but Sky will offer you ANYTHING to stay if you threaten to leave them on a Thursday

Re: VM is turning into an arrogant sky like service...
 

Does it matter?

Re: VM is turning into an arrogant sky like service...
 

Well yes it does. How can we make an objective view unless we know the whole story

Re: VM is turning into an arrogant sky like service...
 

Is the more to this story as others are asking as I find it odd that an agent would shouting at you as surely other agents and managers in the same office would notice and the would be questions asked.

Did you shout at the agent and thus started a who can talk the loudest contest.

I do not deal with this type of call as I do technical support for broadband, digital television and telco and if a customer starts shouting I never lose my cool, I just ask them by name to calm down as otherwise the call will be terminated which as far as I remember has only ever happened once in all my time with the company.

If you feel that the agent shouted at you for no reason then you can call back and speak to another agent and ask them to raise feedback against the agent concerned who will be noted in your account.

Re: VM is turning into an arrogant sky like service...
 

That will be a first ;)

Re: VM is turning into an arrogant sky like service...
 

I think it is about time VM retentions tell anyone threatening to leave to do so.

I have VM for three reasons:

1. I do not want a dish stuck outside my house
2. 50 meg broadband is great value for money.
3. Murdoch needs genuine competition- not going to happen if VM is not profitable. Murdoch has introduced paywalls for the online Sunday Times- sign of what he can do to make even more money if there are no strong competitors- we all end up paying more..

Re: VM is turning into an arrogant sky like service...
 

I fully agree with you

Re: VM is turning into an arrogant sky like service...
 

Then why bother ringing in the first place to get a better deal if you already know the answers ?

because they are new customers ,VM are a business they aren't there to do you any favours ,sounds a bit heartless i know but is a fact .In most buisnesses new customers get better deals simply to attract them

depends if you were rude or raised your voice to him or kept interrupting him when he was giving you the information you phoned to get .You will no doubt say that you were the model of politeness ,but in my experience with VM cs they are polite, courteous even if a little hard to understand sometimes(indian call center) cs reps do not raise their voices for no reason ,i'm sure that the floor manager would raise a few eyebrows if they did and it does depend on your definition of "raising his voice"

Re: VM is turning into an arrogant sky like service...
 

There is always 2 sides to a story and in this case we will only hear one side. Which to be honest will be weighted on the side of the person telling the story. ;)

Re: VM is turning into an arrogant sky like service...
 

exactly ,if VM were to keep giving out special deals to people who threaten leave they would not make money therefore would not be able invest in new tech or better service to keep up with competition
i used to have sky and find VM a far superior service in many ways

you dont have to buy the stb (even if free on instalation you will have to pay for repaires or replacement
the picture will not cut out everytime it rains, snows or a sparrow farts in the vicinity
You are not tied to another horrible company namely BT for your broadband ,phone or interactive service
plus i like red

Re: VM is turning into an arrogant sky like service...
 

I have had experience of BT and Sky and i would not go back to them especially BT.

Re: VM is turning into an arrogant sky like service...
 

this is why i can't understand why people come on the forum complaining about cs we will only hear their side and very rairly will that be 100% accurate
If people have a legitimate complaint then there are plenty of bodies who can look into it and deal with it including VM themselves
As for ops original post i would do things a little different .If as he says he not above leaving VM for Sky then why not phone sky and see what they can offer for leaving VM instaed of asking VM what they give for staying
I also find it curious that the call was about his father in laws account but the op is not above leaving vm

Re: VM is turning into an arrogant sky like service...
 

[Mod: Comment not needed]

I doubt you spoke to the retentions guy with anything like the respect you expected in return.

What makes you think you derserve 2 free months?

You say "treat your customers right and they will look after you".

Yet you go looking for something for nothing, threatening to leave if you don't get what you want.

Wasteful calls such as yours all add to the operating costs of the company, thereby driving up prices

Why don't you just leave and stop wasting VMs time.

Re: VM is turning into an arrogant sky like service...
 

Nail and Head springs to mind when i read this post :clap:

Re: VM is turning into an arrogant sky like service...
 

How can people be so rude and nastY to forum members!?? Have I said anything nasty to anyone? so why Pierre do you think your in the right to label me that?

And how can you get an accurate tone from words.

You come in here to vent or say anything bad about your experience, and everyone thinks it's the posters fault sticking up for VM. How very bias of you.

I'm done here

Re: VM is turning into an arrogant sky like service...
 

Re: VM is turning into an arrogant sky like service...
 

Everyone here is entitled to their opinion, just like you, not very mature of you to storm off because you didnt get the universal condemnation of VM you clearly wanted.

Re: VM is turning into an arrogant sky like service...
 

I have no problem with others opinions good or bad, I have a problem with being insulted, which has led me to abandon this thread, I said how I feel.


I standby what I originally said.

Re: VM is turning into an arrogant sky like service...
 

Well you have just complained about a VM employees behaviour ,(on a site which is NOT affiliated with vm in anyway )(think digital spy and any discussions involving bbc resentment) which is met with :shocked: :mad:,and to defend the alleged behaviour (that is probably not the truth anyway),you get responses back which are on the same lines as that which you have received from your phone call ,which they say is (probably)made up anyway,lacking the other persons side you see,only a half truth or never happened in the first place .:clap::clap::clap:

All this attitude to a forum member who has not used any bad language or LEFT THEIR CAPs LOCK ON.So it is your fault, plainly!With age, supposedly also comes maturity :(:td::td::td:

Re: VM is turning into an arrogant sky like service...
 

Did you fail to read my post number 6

Re: VM is turning into an arrogant sky like service...
 

I just wonder if some people go into supermarkets with the same theory - ask for a discount on a tin of beans at the checkout?

Re: VM is turning into an arrogant sky like service...
 

I'm sorry but that's rubbish I have been shouted at a couple of times by their customer service agents for no reason. The most recent time being when I rang up asking for my virgin media email address so I could sign up for the VMplayer. I spoke to India and I said im just getting a pen. Told them I was back almost instantly and never got a response, waited about 40 seconds and said hello are you there only for him to shout back yes I am I was waiting for you! Totally uncalled for

Re: VM is turning into an arrogant sky like service...
 

If that happens you ring back and ask the next agent to do feedback against that agent.

Re: VM is turning into an arrogant sky like service...
 

I had better things to do with my time than ring back again. Listen to that automated woman go through all vms deals, choose the options and hold again. It just ain't worth it. Everyone has off days my only point is that customer services are capable at shouting at customers unprovoked.

Re: VM is turning into an arrogant sky like service...
 

The problem is that when someone phones cs ,any cs ,not just VM ,there is usually something wrong ,a billing error ,or a fault maybe ,this usually means that the cs rep is on the wrong end of someones bad mood from the get go ,and believe me some people are naturally rude and arrogant even when being normal ,i deal with people like these every single day ,and before you ask no i don't work for a cs company ,i fit windows for a double glazing company .
A cs rep does not have to put up with people who are rude,abusive and arrogant any more than you or i .Also as per the original post VM or any company are not duty bound to give away "freebies" or "special deals" just because some one is a existing customer which a surprising number of people seem to think is the case

Re: VM is turning into an arrogant sky like service...
 

Yes I have had a few bad experiences with them, if I dared ask a complicated question like as not I'd be cut of, fact is it might not be the best job in the world but if you at least try and do it well it might lead to a better one.

Re: VM is turning into an arrogant sky like service...
 

I understand you may have had bad experience but if I was you, I would have calm said thank you for your time and hung up, then call back, also are you sure he was shouting and not just a loud person, from experience, managers sit very close to agents and would act as needed if he was rude and shouting at you.

Re: VM is turning into an arrogant sky like service...
 

I can understand the OP's points but shouting will not you anywhere.

Ref VM retentions telling to leave if they are not happy surly they wouldnt be called retentions if that was the case?;)

Re: VM is turning into an arrogant sky like service...
 

i belive wot u say but saying it on ere is like throwing yourself to the dogs

90% of members on ere get down on their prayer mats facing Virgin HQ and pray twice a day for enlightenment and more HD channels.

Re: VM is turning into an arrogant sky like service...
 

Do pray read post 6.;)

Re: VM is turning into an arrogant sky like service...
 

I know what you mean but all i was saying is reps are capable of being short and abusive when unprovoked. The OP said that they were polite yet some on this thread are basically calling them a liar and saying they must of provoked them some how which is not always the case. For all they know the rep could have had a really bad call previously and took it out on the OP.

Re: VM is turning into an arrogant sky like service...
 

Any rep that behaves like that is in the wrong job, because to act in such a way is totally unacceptable and unproffesional so they should be looking elsewhere for a job in a different type of position.

If you have a bad call you go for a coffee or a toilet break and you never take it out on the customer as your manager should give you a reprimand or warning for such conduct.

Re: VM is turning into an arrogant sky like service...
 

If only everyone had your attitude mate. Unfortunately I have come across so many jobsworths that have no interest but getting paid. No one is going to leave a paid job in this climate. I bet some have just taken the job purely because its ideal for them with location etc or they just need a job and its hard to get your ideal job at the moment.

Re: VM is turning into an arrogant sky like service...
 

That type of person usually does not last long as they get weeded out or leave before they are pushed.

Re: VM is turning into an arrogant sky like service...
 

Maybe at VM they do but not so much from what I've experienced. My local council for instance the amount of jobsworths there is beyond ridiculous.

Re: VM is turning into an arrogant sky like service...
 

I think that 2 words say it all above.:D

Re: VM is turning into an arrogant sky like service...
 

That's just an example though everyone can name a company.:D

Re: VM is turning into an arrogant sky like service...
 

As I said above bad call centre agents tend to get weeded out quickly.:D

Re: VM is turning into an arrogant sky like service...
 

I'm confused :confused: how can you possibly know that?

Re: VM is turning into an arrogant sky like service...
 

Because he works in one

Re: VM is turning into an arrogant sky like service...
 

I take that you have not read my signature or what is under my avatar or have even bothered to read my profile.;)

Re: VM is turning into an arrogant sky like service...
 

Here Here, I too totally agree here!

Besides, retentions knows the way people are, maybe they just wanted rid of a nuisance anyway ;) *notice wink smile, before you take offence.

Re: VM is turning into an arrogant sky like service...
 

But masque is suggesting all call centres weed out bad reps not just VM. That's impossible to know unless he's worked in them all.

Re: VM is turning into an arrogant sky like service...
 

Being a bit picky aren't we :)

Re: VM is turning into an arrogant sky like service...
 

No I don't make a habit of reading profiles. As for your Sig I thought you were expressing what you consider a fact that all call centres weed out the dead wood not just your opinion. Sorry mate I must be confused. From my own experience they're plenty of companies that don't weed out dead wood. British gas, n power and sky to name a few. :)

Re: VM is turning into an arrogant sky like service...
 

I never said all, I said bad call centre agents are usually weeded out or leave of their own accord.

I never actually mentioned any specific company but I used my own as an example, usually the team manager sits in the same area as their staff and any agent behaving in such a way would be easily spotted and in normal circumstances taken of the phones.

If this does not happen in the majority of call centres then I would be very surprised.

Re: VM is turning into an arrogant sky like service...
 

No not at all at least I don't mean to sound it. We wad talking about all centres in general. I just find it hard to believe that all call centres get rid of their rubbish staff when my own experiences show they don't.

Re: VM is turning into an arrogant sky like service...
 

They probably do weed them out but their recruitment setup is probably quite poor and they get a similar standard again and again.

I am happy to say that this does not happen in the call centre that i work in due to the recruitment methods employed.

Re: VM is turning into an arrogant sky like service...
 

no it's quite simple realy

managers are essentially a lazy bunch ,they hate paperwork and even more than that interacting with the grunts ,if they have to talk to one and give him/her a warning that means paperwork and actually talking to the miscreant .They would much rather have a nice quiet call center so they can sit in their corner eating doughnuts and trying to do the times crossword in a vain attempt to look inteligent :D simples

Re: VM is turning into an arrogant sky like service...
 

I know but I was talking about all in general u thought we both were. That's where my confusion is.

---------- Post added at 20:14 ---------- Previous post was at 20:11 ----------

Surely if they were that lazy they wouldn't care who was answering the calls and are obviously not running their call centre efficiently? If they are that lazy then why would they accept anything less of their staff?

---------- Post added at 20:15 ---------- Previous post was at 20:14 ----------

I'm glad to hear yours is a good environment bud ;)

Re: VM is turning into an arrogant sky like service...
 

:dozey: wasn't being serious y'know hence the :D

Re: VM is turning into an arrogant sky like service...
 

I would expect all companies to use similar recruitment policies and I know that Tesco broadband and BT do something similar as far the others types they should as a bad agent will always get a customers back up.

The worst agent I have ever spoken to was a Virgin Mobile agent when I had an issue with my phone, I called back and left feedback for him which everyone should do if they feel the agent has not performed as expected.

I also coach my fellow team members and give them support where required.

Re: VM is turning into an arrogant sky like service...
 

I like that you take your job seriously if more people were like you then things would be a lot easier. Unfortunately that isn't the case and that's why we get threads like these

I have took this thread off topic a bit:erm:

Re: VM is turning into an arrogant sky like service...
 

my own opinion is that we get threads like these when someone spits their dummy out cos they can't get any freebies :shrug:

Re: VM is turning into an arrogant sky like service...
 

Not really as it shows that we are not really arrogant just the odd one who wil get his collar felt shortly.

If anyone comes across this kind of agent on a call to Virgin Media then please take the time to call back and complain about them otherwise they will continue to rile people.

Re: VM is turning into an arrogant sky like service...
 

Totally agree :tu:

Re: VM is turning into an arrogant sky like service...
 

Had to ring t-mobiles cs today due to them over charging, got what I thought was a nice guy until he 'transfered' me and got hung up on. I waited 30 mins just to speak to him.

Re: VM is turning into an arrogant sky like service...
 

He may believe everything went ok with the transfer but the system may have dropped the call, we do not know what happens once we hit transfer because as far as we are concerned you are now talking to the correct person to resolve your issue.:)

Re: VM is turning into an arrogant sky like service...
 

Orange has to have the worst customer service of any mobile phone company

Re: VM is turning into an arrogant sky like service...
 

Is that with your company phone.;)

Virgin Mobile can be poor especially with a fault and the 10p connection charge is a urine taker.https://www.cableforum.co.uk/images/...2011/06/21.gif

Re: VM is turning into an arrogant sky like service...
 

No my son mobile phone is with orange and they have admitted that the area we are in is oversubscribed on its base station and they have no fix data. Every time he phones them they just pass him from pillar to post. He asked for disconnections and they refuse to transfer him or pass him to another agent who will then pass him to another and he goes around in circles.

Orange are useless bloody useless.

Re: VM is turning into an arrogant sky like service...
 

Right this topic's gone off-topic... the end of the story is that the OP didn't reveal to us the full picture (i.e. why the person was angry at him) so all we can do is judge our own opinions on whether he's trying to cover something up or not and hoped we wouldn't ask these questiosn just so we'd agree with him.

Re: VM is turning into an arrogant sky like service...
 

I was with Orange a couple of years back myself I agree they are by far the worst of any mobile company. Even 3 is better. Orange call centres were all off shore when I was with them and they read from a script. If you deviate away from the script they did not have a clue.

Re: VM is turning into an arrogant sky like service...
 

I've been with Orange since 1998 and the mobile phone service has always been excellent. The Customer Service used to be onshore and was good, but a few years back they offshored most of the business, since then it's hit 'n miss if you get good service from them.

I really can't understand them sometimes and have to keep repeating myself.

Anyway we are going off topic! :notopic: :D

Re: VM is turning into an arrogant sky like service...
 

thats 90% of call centres

and if its a Ventura call centre then just hang up.

most call centre personnel have a target set on how many calls should be answered in a set time so the last they want is a heated debate or an stubborn customer.

Re: VM is turning into an arrogant sky like service...
 

We have call time targets which we can balance over a month so we can hit them.

And as for a heated debate we should be professional enough to diffuse the situation as I did on a call earlier in the week which earned me kudos as the customer called back to a higher level manager to thank me for fixing their issue.

If a customer refuses point blank to run diagnostics because perceive they have a fault which we can see by our tools they do not, then all we can do is transfer them either to a manager or another relevant department such as Customer Relations with full notes on the account.

Re: VM is turning into an arrogant sky like service...
 

I find it hard to believe in my opinion that your one or few experiences speak for the entire VM call centre team. As you have stated, A VM call centre employee raised his voice to you. One Call centre employee is not the face of the entire company and Virgin's name should not be slandered by you because of it

Secondly I think its safe to say Virgin cannot offer everyone that rings up retentions 2 months free or whatnot because thats just stupidty and who would be losing out. Sure you may get a better deal in terms of money at Sky but Sky & Virgin both offer basically the same channels on TV and Virgin offers faster broadband so you really cant win.

I pay the £33 a month for my 50mb package and it will rise to £38 at one point but I dont complain or moan about it because its worth the price and Im pretty sure every package is worth the price. I believe you were a new customer once? You recieved discount packages for a while? Did you complain at all then? These are a kind introduction to the service and we all had them at one stage.

For the agent that shouted at you, Very unproffesional indeed but try to think of the other 800 people he had claiming they deserve a better deal.

The best things in life simply are not free.

Re: VM is turning into an arrogant sky like service...
 

Very well said I must say.;)