Virgin-media @ New Delhi LIE and DECEIVE us!
 

You may not realise this, but you are being lied to with each call you make to Virgin-media within the New Delhi area.

Even though they say they do, they do not record calls/conversations. Apparently, I am told, they do not have the facility?!?!?!

Each "representative" you talk to, give you a false name. What good would it do Virgin-media in a legal stage if there are false names..

For example, I spoke to a "Jason", real name is Cheten, the Manager of New Delhi.. Who couldnt tell me who works for him??? What sort of manager doesn’t know who works for them?

Also, duly noted, when I was given notice of a call back, it did not happen. Apparently, my number was UNOBTAINABLE??? WTF, how can it NOT exist, when I have paid for my line??.. Why are we given false names, how would this be if we gave a false name in a legal situation?

Call back was supposed to happen within two minutes, officially..... Now the girl, Namrata?, AGREED to call back within 2 minutes, or we agreed, I would get SIX months free services...

..Now had recordings actually existed I could prove this, but as it stands, there are ZERO recordings held within NEW DELHI..

This does not look good at all, and anyone that knows me, i am not a lazy man, I will get to the bottom of this...

.. you wanna know what started it?

Well, television Email, its not been around for two years (apparently) yet its still available via the interactive menus...

And also, since the call, my services have not been "zippy" as usual.. coincidence?

This is bad news, and AGAIN, overseas representatives give Virgin-media a bad name, and in the words of the MANAGER after I said "I will take this as far as I can", the response was ....

... yes, the call was disconnected!! :td:


Tomorrow, I will seek further advice, legal if need be...
..all because of a simple query?!?!?

Re: Virgin-media @ New Delhi LIE and DECEIVE us!
 

1. Calls are recorded by the UK Team.

2. TV Email is not available to anyone, unless you already have an active TV-Email account.

3. There is no way they could give you 6 months free service because of a call-back.

4. What is your query, maybe we can help?

Re: Virgin-media @ New Delhi LIE and DECEIVE us!
 

1. This I know

2. Apparently its been gone for two years.. yet I know I have used it within the last 6 months; I dont have the cute wee keyboard for nothing.. but no, its not available, even if its on the menu. YOU CANNOT ACCESS IT.. Active or not.

3. If they recorded the calls... Legally, she agreed. Silly as it sounds, she did. And if they recorded the calls, Id be proving it. but calls are not recorded.. perhaps because all along, they know they get away with any old BS. I know im not alone here.

4. im just fed up of overseas calls, yet when I talk to someone local, problem solved in moments..

*sigh*

I just want to let people know, we are lied to and deceived. Thats no way to run a massive business like Virgin Media.

off to watch cartoons now :) Thanks for your reply DF.

Re: Virgin-media @ New Delhi LIE and DECEIVE us!
 

Here we go again.

At least you didn't accuse them of faking an American accent thinking you were speaking to Indians when you were actually speaking to Manilla this time around.

You seem to have a history looking back at your posts of lambasting off-shore support.

I'd say go for legal action, not entirely sure what you're suing over or where you think it'll go but if it makes you feel better knock yourself out.

Alternatively if, as is very obvious, you object to speaking with offshore customer services and support so much there do exist operators who make a specific point of advertising on-shore customer services and technical support.

Re: Virgin-media @ New Delhi LIE and DECEIVE us!
 

Why do people persist in expecting that calls are recorded. Many companies give a standard warning, mostly for DPA and related reasons, that calls may be recorded. Very rarely do they say that they are being recorded. Even if they do say the are being recorded nothing is stipulated as to how long the recordings will be retained. It is never something I'd rely upon.

If something is critical I'd only place reliance on it if confirmed by someone in writing.

What dissappoints me with the call centre way of doing things, and this doesn't apply just to Virgin Media, is the lack of confirmation of what will be done. An email record of the call log entry made by the call centre operator on their screen wouldn't be a diffucult function to add?. Aoh and with call centres you never speak to the same person twice so there is no ownership of issues.

Re: Virgin-media @ New Delhi LIE and DECEIVE us!
 

I doubt that any legal action would get very far and any solicitor would inform that you had no case for Virgin Media to answer through lack of proof as it would be your word against theirs, plus the may not even be a record of that call in your account notes again making your claim impossible to verify.:erm:

Re: Virgin-media @ New Delhi LIE and DECEIVE us!
 

:clap: One of them is in Yorkshire i seem to remember :)

Re: Virgin-media @ New Delhi LIE and DECEIVE us!
 

Thats a Plus point and in the back of the net.:D

Re: Virgin-media @ New Delhi LIE and DECEIVE us!
 

Nope that I can attest to..However we were told and warned it was going to end..So if you have access to the internet you obviously have access to another email possibility so I fail to see exactly what your beef is about this.

As to the rest of your complaint all I can suggest is that you phone up as close to 8.30 am as you can and you will probably get a home grown CS who still won't be able to give you the TV email back.As for taking legal action..save your money.I don't think you have a case.

Re: Virgin-media @ New Delhi LIE and DECEIVE us!
 

Overseas call centre stuff using "Anglicised" names is fairly common practice across many companies and has been for many years.

Re: Virgin-media @ New Delhi LIE and DECEIVE us!
 

As much as I can't stand off-shore callcentres, it is a very common mistake to misunderstand what a lot of companies mean when they say they 'record calls'.

It does not necessarily mean they 'tape' record the call.

More often than not it simply means they make a 'record' of the call, ie they log on your account that you called to change your address, direct debait, pay a bill etc.

Re: Virgin-media @ New Delhi LIE and DECEIVE us!
 

What I mean is offshore are monitored by the UK Quality Team also.

Re: Virgin-media @ New Delhi LIE and DECEIVE us!
 

I am sure that VM call centres in the UK now record all calls.

Re: Virgin-media @ New Delhi LIE and DECEIVE us!
 

Quite possibly - but for years when people have assumed it to mean the calls will be tape recorded, it's not always been that way.

Re: Virgin-media @ New Delhi LIE and DECEIVE us!
 

I am not sure it has been rolled out to all centres as yet as I do look at the article every so often for updates.

Re: Virgin-media @ New Delhi LIE and DECEIVE us!
 

I think the thread title is a bit strong ,VM's offshore call centers may be annoying but i'm sure they are not lying and deceiving people

Re: Virgin-media @ New Delhi LIE and DECEIVE us!
 

Hmmm...let's see...one of their favourite fobs is that the callers issue is a "National Fault" when it isn't.

Then there is the "I'll just check with 2nd level and ring you straight back" and the call back never comes fob.

Not forgetting the Classic "I cannot find any fault with your connection and cannot give further assistance" before hanging up the phone fob.

If they are not examples of lying and deceiving then I don't know what is.

To cut to the chase they will say anything that comes into their heads to try to terminate the call.

I have nothing against outsourced support centers. Be have some and they are truly excellent. The outsourced support center VM uses is utterly useless, to be brutally frank it is Not Fit for The Purpose.

Re: Virgin-media @ New Delhi LIE and DECEIVE us!
 

got phone call of indian call centre offering me free xl TV for 3 months I ask some questions then he said would phone me back never did. if you go off the script they cannot understand you

Re: Virgin-media @ New Delhi LIE and DECEIVE us!
 

Heard it seen it and no surprise.

Re: Virgin-media @ New Delhi LIE and DECEIVE us!
 

welcome to the community, 4 1/2 years to make a post :)

Re: Virgin-media @ New Delhi LIE and DECEIVE us!
 

That, whilst I don't doubt is correct, is an appalling way to do business.

You make a very valid point Russ.

I agree, from what i've just read, the lying and deceiving starts as soon as they give their "name"!

I do have a problem with overseas call centres. They, as you say, are often not fit for purpose. I also believe that it would be better to employ people in this country instead of making VM employees redundant.

All those who have/will be losing their jobs won't be spending their wages in their own local economy and this has a knock on effect for other businesses who, in turn, may have to lay off their staff as a result. It's like a pack of cards...

The ex VM staff won't be paying in tax and NI and may well have to claim benefits.

Then, there is the human and social cost of unemployment to factor in. I believe that such policies fuel racism too.

Yes, they are cheaper on the face of it, but think of the loss of customer satisfaction (or even the loss of the customer spend completely).

I have also found that they go through their script and invariably try to book a needless engineer call out. It would be interesting to hear from any engineers who have their time repeatedly wasted, which also costs the company money.

Very true, the calls take much longer than they would otherwise, wasting more money and frustrating customers.

Two personal examples of stupidity:

Q "Can you please give me my customer account number"

A "Yes, certainly, I would be happy to help you with this... blah blah blah. Can I take your customer account number"

Q "Can you please tell me more about the option of buying minutes for my landline, to make calls to mobile numbers"

A "You will have to ring Virgin Mobile"

I had my TV email disconnected around the time Nagra 3 came in, but after many months of complaining and talking to people who didn't know what they were talking about, had it restored.

Re: Virgin-media @ New Delhi LIE and DECEIVE us!
 

I find it laughable when I read about call centres being better if they are UK based.

I work for an outsourced organisation and call centres no matter where they are based are not exactly sought after as they do not offer much scope for progression and on the whole are not well paid jobs.

What is more concerning are the highly qualified jobs i.e. in IT, systems analysis and project management that are being off shored. No verbal contact with the UK is required so there are no complaints. However, UK science graduates who do not want to work in call centres will find it increasingly difficult to get jobs in their line as qualified graduates can do a similar or higher standard of work at a lower cost off shore.

My point is for the UK, it is better for call centres to be off shored and technical back office jobs kept here.

Re: Virgin-media @ New Delhi LIE and DECEIVE us!
 

I think it would be better to have both here.

I find it really useful being able to understand what they are saying, especially on a long distance line :D

I pay UK money to a UK company, so why should a foreign country benefit from the employment and money?

There is an argument that it is cheaper as they will work for less, but, if you take into account my comments above, I think that this is a false economy.

I wonder if VM get a special deal for all these long distance routed calls too??

Re: Virgin-media @ New Delhi LIE and DECEIVE us!
 

It depends on what you define as 'better'.

In all honesty I have more confidence in an agent's ability to assist with my enquiry/fault if they are UK based. It would seem that the majority of Asian (Indian, Filipino etc) callcentre staff work from scripts. This makes it very difficult to get a straightforward answer out of them if what you're asking is not on their script, it's often like talking to a robot.

In these countries they tend to have a hard and loyal work ethic (not a bad thing in itself) which means they feel that rigidly sticking to company policy is the right thing to do, thereby 'serving' their employer. This is entirely the wrong attitude. They are there to serve the customer.

They don't understand this sort of culture that we expect in this country. UK callcentre staff tend to be far more willing to 'bend' the rules, use discretion or use basic common sense to help a customer.

On that basis I am of the opinion that UK callcentres are better than offshore ones.

Of course if your understanding of being 'better' is based on tech knowledge then that's a different subject but bear in mind that not all callcentres are for tech support.

Re: Virgin-media @ New Delhi LIE and DECEIVE us!
 

When I worked on Telewest TV/Telco faults many moons ago, I would always say to the customer that I was on their side and would do my best to get the result they needed/deserved. I'd often go the extra mile to get things sorted, especially around number ports! :shocked: :erm: :D

If I promised a call-back at 6pm, you got that call-back! :)

Re: Virgin-media @ New Delhi LIE and DECEIVE us!
 

I am the same but that will not matter much in a few months time.

Re: Virgin-media @ New Delhi LIE and DECEIVE us!
 

I would agree with this, I phoned up to sign up for a new account and I think it was the Manilla call centre I got as they had a fake American accent. I said I wanted to take TV, Phone and BB but on a 12 month contract. They said it was 18 months only, so I mentioned Sky still do 12 months on bundles and how I would take them up if Virgin didn't give me a 12 month contract. She went and spoke to her Supervisor and came back and said I could have it as a one off special deal if I signed up right that minute, I said I couldn't do that yet as I hadn't found a move in date for my flat and she said when I called back it would definitely be 18 months and they couldn't do the offer for me again.

The next day once I confirmed when I was moving into my flat, I phoned again and this time got through to the UK. Said the same as a did to Manilla, wanted Phone, TV and Broadband on a 12 month contract. Got the response no problem we can do that, and he talked me through signing up. No supervisor required.

Why Manilla couldn't offer me the same without getting a supervisor involved and making it a time sensitive offer I don't know.

Re: Virgin-media @ New Delhi LIE and DECEIVE us!
 

The reason why they hire people from India is simples as Sephiroth's little furry friend would say.

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Re: Virgin-media @ New Delhi LIE and DECEIVE us!
 

What an excellent customer focussed work ethic :)

It's not good to hear that your commitment to your job is being rewarded like this :(

Sounds like more lies to pressurise you into signing up.

I have often found Asian businessmen to have less scruples than the average person. What I would refer to as "ripping someone off", they seem to regard as a positive business outcome. I don't know why this is, perhaps it's a cultural thing, but many people I know refuse to do business with them because of this. No doubt the PC brigade would regard them as racist!

I think you're right, but that it is a false economy (as per my comments above.)