Virgin least complained about provider in Q2 2011
 

http://www.guardian.co.uk/money/2011...mplaints-ofcom

Full OFCOM report is here

Re: Virgin least complained about provider in Q2 2011
 

What about Q1 2011?
Is this a first for VM?

Re: Virgin least complained about provider in Q2 2011
 

Also least complained about in Q1 2011, and Q4 2010 (pages 11 and 13 of the OFCOM report)

Re: Virgin least complained about provider in Q2 2011
 

Talk Talk must be really bad then :)

Re: Virgin least complained about provider in Q2 2011
 

BBC News report

http://www.bbc.co.uk/news/technology-15018161

Re: Virgin least complained about provider in Q2 2011
 

https://www.cableforum.co.uk/images/...2013/02/12.gif Now, now Kymmy you should know that bringing facts in to a thread is frowned upon by certain members who have selective reading skills.

Re: Virgin least complained about provider in Q2 2011
 

LOL :D couldn't agree more , my 2mb I mean 30mb connection mustn't have registered in them figures :D

Re: Virgin least complained about provider in Q2 2011
 

Wow, the others must have been really bad!!!

Re: Virgin least complained about provider in Q2 2011
 

or VM simply isn't as bad as most try to make it out to be? We only tend to see the bad side of VM on forums and rarely see the happy customers.

Re: Virgin least complained about provider in Q2 2011
 

I have been dealing with them since NTL first brought cable to my town. And I can honestly say that the service is very reliable. However the customer service is absolutely terrible, especially when you get a call centre in India. It isn't the operators fault, but they are actually told to lie to customers about what they can and can't do.

Re: Virgin least complained about provider in Q2 2011
 

A l have said before l am very happy with a large part of Virgins services such as broadband,phone,video on demand and most of the TV channels but their biggest weakness in my mind is their woeful lack of communication and having those foreign call centres in which every time l phone up l need a translator to work out what they are exactly saying to me.

Re: Virgin least complained about provider in Q2 2011
 

Well, to be fair, you are from Plymouth......:D

Re: Virgin least complained about provider in Q2 2011
 

Another 90% happy Virgin customer (with Comtel then NTL). Moved house 3 times all went well. My only issues are with the charging for existing customers (have to ask for new/lower prices rather than be offered) and Media Player that doesn't work at all. And scripted overseas call centre staff. - Just remembered, having real problems getting the new remote to do the volume on the TV - will have another go tomorrow. :dozey:

Helpful UK based staff both on the phone and through here.

Re: Virgin least complained about provider in Q2 2011
 

Virgin should be proud of those results. We are living in an age of complaints and over opinionated customers. Almost everyone has a gripe about something these days.

Does anyone know how many customers each company has?

Also Virgin have done pretty good in terms of customers complaining about their mobiles:

MOBILE COMPLAINTS
3UK - 0.14 per 1,000 customers
Orange - 0.07
T-Mobile - 0.06
Vodafone - 0.06
Virgin Mobile - 0.05
O2 - 0.02

Re: Virgin least complained about provider in Q2 2011
 

Recently went on an Abusive Call handling course where we learnt the worst three things to do. Not listen, read from a script and surprisingly respond as the complainants opening comments expect.

Also a company that receives lots of complaints and handles them properly will be far better than somewhere that does not accept complaints.

Re: Virgin least complained about provider in Q2 2011
 

And unless l am mistaken you have a Scottish accent.:D

Re: Virgin least complained about provider in Q2 2011
 

It would be interesting to know how those statistics are compiled. I suspect that it only accounts fo complaints that have gone as far as offcom (or whoever the ombudsman is these days).

Re: Virgin least complained about provider in Q2 2011
 

From the report:

Re: Virgin least complained about provider in Q2 2011
 

Thanks for that.

It would be good if there was an honest report with statistics provided by the companies themselves.

Even 0.15 per 1000 is a huge number to actually go all the way to Ofcom, because I should think that there are probably about another 100 who don't go as far as the ombudsman.

I makes me laugh when companies pat themselves on the back if they have 90% satisfied customers. Personally I aim to have 100% of my customers not just happy, but over the moon with our service (although there will always be the odd Victor Meldrew type who you will never please).

Re: Virgin least complained about provider in Q2 2011
 

To be fair, you are unlikely to have over 4 million customers, so your 100% is probably more achievable.....

Re: Virgin least complained about provider in Q2 2011
 

A percentage is a percentage, and 1.5% actually going to the ombudsman is abysmal. It means that 60,000 customers had complaints so serious that VM's complaints procedure wasn't enough, and they felt they had to take it to the ombudsman. And at a guess that means that they probably have had at least 10x that amount in complaints that haven't gone to Ofcom.

So this is nothing to blow your trumpet about. It is something that should be looked at very seriously. Personally I believe that the reason they don't tackle the problem is because of the lack of competition.

The only reason I have stayed with Virgin is because their service (not their customer service) is probably the best of a very bad bunch.

Re: Virgin least complained about provider in Q2 2011
 

A number of those 'complaints' will include those customers that just didn't get what they wanted.

Someone not getting a free TiVo may take their complaint to OFCOM, who would record it as such even though it's not one

Even OFCOM themselves say that don't check whether the complaints reported are actually valid or not (from the previous report quote)
---------- Post added at 21:25 ---------- Previous post was at 21:23 ----------

How do you arrive at that?

If Virgin have no competition and don't tackle complaints, wouldn't that mean they would have the highest number of complaints reported to OFCOM, not the least?

Re: Virgin least complained about provider in Q2 2011
 

0.15 per 1,000 customers = 600 out of 4 million.

Re: Virgin least complained about provider in Q2 2011
 

Erm, 0.015% actually....

Re: Virgin least complained about provider in Q2 2011
 

It is very rare that complaints that aren't valid get as far as Ofcom.

The only real competition that VM have is BT and Sky. So if BT and Sky's customer service is just as bad, then why would they bother improving their customer service? There are many companies who have scrapped their overseas call centres due to complaints from customers, and because customers find companies with UK call centres more appealing. VM wouldn't do this because there isn't much alternative to VM.

---------- Post added at 22:32 ---------- Previous post was at 22:28 ----------

Oops sorry, it's been a long day.

The fact remains that in just 3 months 600 of their customers have seen fit to escalate a complaint as far as Ofcom. This is still unacceptable in anyones book.

Re: Virgin least complained about provider in Q2 2011
 

Again OFCOM have done no checking to see whether the complaints are valid or not.

It's customers who have refused any settlement of the complaint with the provider.

As I said above, I know for a fact that people have 'gone to OFCOM' because they didn't get X product free or X credit.

Just because it's a complaint to OFCOM doesn't make Virgin at fault

On the flip side to that, I'm sure there are some perfectly valid issues in there where things could have gone better.

No company the size of Virgin (or BT or Sky) are ever going to please 100% of their customers 100% of the time, and not every complaint can be resolved to the customers benefit or satisfaction

Re: Virgin least complained about provider in Q2 2011
 

You are a Virgin employee, so you will probably defend them to the hilt, and your remarks are obviously biased.

I really hate the excuse "No company the size of Virgin (or BT or Sky) are ever going to please 100% of their customers 100% of the time, and not every complaint can be resolved to the customers benefit or satisfaction". We hear this sort of excuse all the time from big companies. Well it should be a priority of any company, big or small, to aim to please 100% of it's customers. But all too often they are happy just to please 90% or so.

I have personally had countless issues with Virgin/NTL over about 20 years. And I have never taken it to ofcom, so my complaints wouldn't even appear on their statistics. In fact my latest complaint was when my two businesses were without telephones for three days when we moved because I was lied to by a member of the Virgin staff.

Re: Virgin least complained about provider in Q2 2011
 

I never said it wasn't Virgin's aim to please 100% of their customers, I'm saying its not possible

Complaints are made and end up with OFCOM due to many factors, not all of them down to Virgin.

As we going around in a circle here I think it's time to respect each others position and leave it at that

Re: Virgin least complained about provider in Q2 2011
 

I never said it was possible to please 100% of customers. We all know that there are customers who are impossible to please. What I am saying is that they could do a hell of a lot more to try and please customers.

I have said that only a small percentage of complaints go to ofcom, so there are many times more that don't. So VM have nothing to blow their trumpet about.

Even from this thread you can see that many people hate the overseas call centres, because they are impossible to deal with.

I am not one of those customers who is impossible to please, yet I have had many avoidable issues with VM, that could have been dealt with far better. The worst issue is the lies that customers are told by customer service....even you can't defend that.

Re: Virgin least complained about provider in Q2 2011
 

And what line of business are you in, Tim?

Re: Virgin least complained about provider in Q2 2011
 

I'm in the bed trade, why?

Re: Virgin least complained about provider in Q2 2011
 

Because I don't believe you fairly comparing the complexity of the business model and the number of customers that major companies deal with, with that of a smal business. For instance, how many customers a day come into your place of business, and what is your annual turnover?

In any model, the more customers you have accessing a service, the more staff you have (all of whom have good days and bad days), the more interconnected and complex services you have, the more likely you are to have someone who's is unhappy with your service (and I reference your "Victor Meldrew" comment).

It's easy for someone with a simple business model/limited product range/low customer throughput to give personal service, but when a company has millions of customers, tens of thousands of staff, and multiple interconnected services/products to sell and support (and I am talking about any large company, not just VM), the odds of having some who is not happy with the service they have received rises at least arithmetically, if not geometrically.

That is not to say large companies should not try to give the best customer service possible, but you cannot please all of people all of the time.

Re: Virgin least complained about provider in Q2 2011
 

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.

Re: Virgin least complained about provider in Q2 2011
 

Care to post the evidence that they have done that because if you cannot then i feel you should no longer be trusted with anything you post on this forum. For you to come on this forum and make a profound statement like that has to be backed up with evidence . ???

Come on post the evidence that they HAVE done what you posted or are you just RANTING

BTW i am staff and i have never been told to lie to a customer EVER and i NEVER do

Re: Virgin least complained about provider in Q2 2011
 

The evidence never comes :( Just like Santa each year... :(

Re: Virgin least complained about provider in Q2 2011
 

Another how long is a piece of string argument..

Re: Virgin least complained about provider in Q2 2011
 

:LOL:

But Santa comes to my house because i am a good boy :)

Re: Virgin least complained about provider in Q2 2011
 

To be fair, since you (allegedly) have been on the VM "Introduction to lying to customers" and "Advanced lying to the public", how could Santa tell when he asks if you've been naughty or nice?

Re: Virgin least complained about provider in Q2 2011
 

This is a photo of him at my house last christmas ;)

Re: Virgin least complained about provider in Q2 2011
 

How on earth can anyone give evidence of things that are said on the telephone???

I'm not someone who just rants, and has a grudge about VM. In fact in other threads I have defended VM against someone who was ranting.

I have been lied to by staff in your overseas call centres on many occasions. A prime ewxample is when I have repeatedly been told that it isn't possible to transfer the call to someone in a UK call centre. Then when I speak to their supervisor, they actually transfer the call.

Then there was the lie that my business phone lines and internet would only be down for a few hours when we moved. But they were down for a few days. And the divert to mobiles during the down time that I was promised would work, didn't work at all. I was in fact told later that there was no way that it ever would have worked.

So before you start ranting at people [Mod Edit], I suggest that your company gets it's own house in order.

Re: Virgin least complained about provider in Q2 2011
 

You stated that they had been told to lie, you did not say it was your opinion. You stated that they are told to lie, If you are so certain they are told this you must have the evidence ???

so i say again prove it or state you are saying it as a opinion

for instance i could say that you told your staff to only sell the most expensive bed they could not matter if its the better one or i could say that in my opinion your staff only sell the most expensive bed even if its not the best. See the difference one needs proof because its stated as fact the other is an opium and not fact.

Re: Virgin least complained about provider in Q2 2011
 

Don't talk rubbish. I know it's a lie when on numerous occasions I have been told something that simply isn't true. If someone doesn't know something then they should either check, or they should find out. If they make a statement that isn't true, then that is a lie. When I have been told the same thing by at least 10 people, then it isn't just my opinion, they must have been told to make that statement by someone. And as they are trained to work for Virgin, then it is their responsibility.

It's just the same as with most call centres (not all, and not VM), if you ask to speak to a manager or supervisor, they are trained to say that there is noone available, and that they will arrange a call back, which is often a lie. It's just the way that many big companies work unfortunately.

The difference is between you and me is that I have had many dealings with VM/NTL over 20 years. Yet you have never had any dealings with me or any of my businesses. So why are you taking this personally??? I haven't said anything personal against you, yet you make personally insulting comments, [Mod Edit].

Re: Virgin least complained about provider in Q2 2011
 

And have you seen the training manual or process list that shows this? Can you provide a link?

Or are you basing that 'fact' on your personal experience on the other end of the phone?

Re: Virgin least complained about provider in Q2 2011
 

You said members of staff of VM lie, I am a member of staff so you have said i lie. you don't know me, You don't know which part of VM i work for but you still say we all lie.

I prefer to read facts from posters not posts claiming something is fact when they DONT have the evidence to back up there statement.

Re: Virgin least complained about provider in Q2 2011
 

The difficulty is that information given may be true at the time. Only hindsight and more up to date facts will change this.

Someone is not deliberately lying if what they say is the truth as they know it at the time.

Re: Virgin least complained about provider in Q2 2011
 

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

I have as much evidence as I need to back this up. And unless you are a senior member of staff at VM, whi would like to resolve all the issues I have had, then it is none of your business.

Re: Virgin least complained about provider in Q2 2011
 

Why post it all on a public forum then, LOL at you suddenly telling someone to get there facts right :rolleyes:

Re: Virgin least complained about provider in Q2 2011
 

If someone deliberately tells you something that they know not to be true, then it is a lie. It's as simple as that.

The fact is that I have been lied to on many occasions by call centre staff abroad, as well as UK based VM staff. I have given examples of these.

Re: Virgin least complained about provider in Q2 2011
 

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?

Re: Virgin least complained about provider in Q2 2011
 

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.

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

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.

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.

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.

By the way I may be staff but do please read my signature below as I am posting here as a private individual as are the others above.

Re: Virgin least complained about provider in Q2 2011
 

Indeed, there is NO training that would tell an agent to lie to a customer, it's absolute nonesense for someone to suggest it.

Re: Virgin least complained about provider in Q2 2011
 

Hey come on now don't let facts get in the way of a good rant with no factual evidence to back up the claims that VM train there staff to lie to customers. ;)

Re: Virgin least complained about provider in Q2 2011
 

Good job that it is on a private forum because if it was in the public domain the could well be a very interesting court case arising out any such comments, especially as it is not just mentioned once but in a few other posts.

Re: Virgin least complained about provider in Q2 2011
 

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 , if I had to criticise anything it would be my dealings with off shore and different agents quoting different prices or not having knowledge of newly launched services.

Re: Virgin least complained about provider in Q2 2011
 

Bet you if we accused him of training his staff to lie without producing the evidence and only based it on a phone call, We would be sued so fast our feet would not touch the floor

---------- Post added at 21:08 ---------- Previous post was at 21:06 ----------


But did you deduce from that phone call that VM have trained there staff to lie to you ???

Re: Virgin least complained about provider in Q2 2011
 

No never, always been professional and generally helpful , I did have one issue that the CEO office swiftly sorted for me.

Re: Virgin least complained about provider in Q2 2011
 

Thank you, Your answer has made my point as to the last few posts of mine. :tu:

Re: Virgin least complained about provider in Q2 2011
 

That would be under the assumption he had staff - to quote Looks like a couple of brothers working from home, some vans, and a website...;)

Re: Virgin least complained about provider in Q2 2011
 

why does that remind me of a sitcom ;)

Re: Virgin least complained about provider in Q2 2011
 

All I can say is VM staff worked blummin hard to get our vital systems at work back up and running. Even if it did take several days.

Re: Virgin least complained about provider in Q2 2011
 

I bet AOL are somewhere in the worst providers to.

Re: Virgin least complained about provider in Q2 2011
 

It wasn't me who said you did. It was another poster who was using that as an excuse for poor customer service


You are in technical support, who have always provided a good service (apart from occasionally not calling back). I have repeatedly said that I have been lied to on a number of occasions by customer service.


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.


So you mrean call the same people who I am complaining about.

The issues are in the past. My comments are about the poor customer service that I have received over the last 20 years. I'm not after compensation or anything. I just wish that they would improve their service. And as most people want, bring CS back to the UK.

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.

Re: Virgin least complained about provider in Q2 2011
 

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

Re: Virgin least complained about provider in Q2 2011
 

Nail and Head :tu:

Re: Virgin least complained about provider in Q2 2011
 

There will always be complaints, it is how companies (large and small) deal with those complaints matters - if the customer has a valid complaint, and the issue is resolved (hopefully to the customer's satisfaction), you tend to keep the customer (and they tell others how helpful the company has been). I have found that most customers will be delighted with excellent customer service

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

Re: Virgin least complained about provider in Q2 2011
 

Especialy true if it means getting a reduction in price or some other form of compensation ;)

Re: Virgin least complained about provider in Q2 2011
 

I was pointing you towards the correct team to complain to nothing more and if you think otherwise then so be it.





The is no training with regards lying or even giving false truths as it is something I would not do as it is unethical, and if I or the other posters above worked in that way then we would not be on any forum offering any kind of help.

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.

Re: Virgin least complained about provider in Q2 2011
 

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.

---------- Post added at 11:31 ---------- Previous post was at 11:24 ----------


First time you said someone lied and you aimed it at all staff

Twice in one post you stated VM train there staff to lie

Yes you did see above

Re: Virgin least complained about provider in Q2 2011
 

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.

Re: Virgin least complained about provider in Q2 2011
 

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.

Re: Virgin least complained about provider in Q2 2011
 

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 Sirus, it doesn't do VM's 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.

Re: Virgin least complained about provider in Q2 2011
 

Please highlight where i have been abusive to you, I have not, If i had been abusive i am sure a MOD on this forum would have told me i had been

All i have done is highlight the fact you stated VM train there staff to lie when i know they don't. If we don't challenge this in accuracy then we would be accused of admitting its true when its not. All you had to say was that it was in your opinion and not state it as fact.

Anyway i have done what i needed to do so you continue with your accusations that VM do something that you have no proof of, Those reading this thread will see that you have not given proof when asked to.

Re: Virgin least complained about provider in Q2 2011
 

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

Re: Virgin least complained about provider in Q2 2011
 

Already done it Kymmy

Re: Virgin least complained about provider in Q2 2011
 

No one is trying to bully you whatsoever and as for the claims of misconduct, you do actually realise that this is a privately owned forum with no links to Virginmedia and that everyone on here are posting as a private member and any comments are our own and have nothing to do with our work, so once again you are incorrect in your presumptions.

I think that the link in the first post says it all and if you or anyone else had an axe to grind then you would follow the correct process and ring up or even send a letter to the Complaints Department.

Re: Virgin least complained about provider in Q2 2011
 

All VM employees who have declared their connection with VM, are representing their employer. Under old employmet laws this could be classed as a disrepute case. Under new employment laws it would be misconduct.

Re: Virgin least complained about provider in Q2 2011
 

Incorrect..

What an employee does in their own time is their own business unless there is some contractual restriction or it directly effects the employees ability to do their job..

Sorry Tim you seem to be pulling facts out of thin air and taking this thread more and more off-topic (it's about complaints and the amount recieved and not what a VM employee can do in their own time)

So Back on topic everyone.

---------- Post added at 10:29 ---------- Previous post was at 10:15 ----------

Off-Topic post deleted, any more and I will take further action.

The topic here is "Virgin least complained about provider in Q2 2011" and not employment law or rights to free speech

Re: Virgin least complained about provider in Q2 2011
 

I'd just want to comment that whether complaints to OFCOM registered in this survey/report are spurious or not should be irrelevant in terms of the standings as long as we can assume that all suppliers suffer in the same manner.

What would be interesting is to get the data on the percentage of upheld or at least progressed complaints. This would show at least two points that would be interesting:
1)Some comparison of "real" complaints against suppliers
2)Some idea of customer attitude. Does any one supplier get more OFCOM referrals than others regardless of validity? That is does any one supplier have a customer base more inclined to escalate than others?

What do others think?

This comment is being made as a personal thought not as a VM staffer. I don't work in a customer facing role so can't comment on that side of the company.

Re: Virgin least complained about provider in Q2 2011
 

Re: Virgin least complained about provider in Q2 2011
 

I agree. And it would also be good to know the number of complaints that don't get escalated to Ofcom. After all it's a reflection on how a company deals with complaints that determines how many complaints get as far as Ofcom.

Re: Virgin least complained about provider in Q2 2011
 

One would also hope to exclude serial complainers who will never be satisfied regardless of law or the rights or wrongs of a problem. We have a couple of these at work and they generate a disproportionally high amount of work to little result. Yet we recently passed the ISO scrutiny of our Quality control system with flying colours. :D

Re: Virgin least complained about provider in Q2 2011
 

Unfortunately the Victor Meldrew types will crop up in any walk of life. And it's the poor old CS departments who have to deal with them. I don't really know how you can screen them out though. There is also the professional complainer who thinks that they can gain some sort of compensation out of complaining.

I suppose it could only be valid complaints, like my service doesn't work, I have been over charged, an engineer didn't turn up, a member of staff has been rude to me, etc.......

Re: Virgin least complained about provider in Q2 2011
 

I still remember how much trouble i had from Npower customer service, They made me lose the last of my hair. I ended up moving to another provider who has been fine.

Years ago when i had a dial up connection with the dreaded AOL i had many a run in with them over my bill. They charged me for on line time on a 0800 number because there systems were faulty. It took me months and a letter from a solicitor to get the money back.

Re: Virgin least complained about provider in Q2 2011
 

A more interesting statistic, would be where most of VM's complaints originate, and if they have improved at all in those areas.

Manchester here and yet again on a discount because of over subscription. I don't complain about it half as much as I used to because I get the same old waffle about it being "fixed soon". Never happens of course.

I'm currently trying out Onlive and it is dire in the evening because my 50meg drops in speed so much and suffers huge ping times.

Re: Virgin least complained about provider in Q2 2011
 

To be honest it seems the same with most big companies these days. They don't treat customers like human beings.

Re: Virgin least complained about provider in Q2 2011
 

No we are just another statistic.