Why can't Virgin Media ever get their customer service right??
 

I would like to start by saying that VM have an excellent product. However for some reason they just fall flat on their face when it comes to customer service.

For all those VM employees on here, I'm not talking about individuals, but VM as a whole.

I have been with VM (or Cabletel, and then NTL, as they were), for 20 or so years now for my internet and telephones. Although they never used to match up to Sky for their TV service, so I had my TV with Sky.

My package with VM has gradually grown for business reasons, and extra incentives, over the years, until I had 3 phone lines, 100mb BB, and TV in my bedroom. Then recently I decided to see if I could save money by going 100% with either VM or Sky. So I called VM and told them that I wanted a Tivo box in my living room to replace my Sky+ HD box. I told her that I had everything except the sports package (obviously excluding specialist channels), with HD. Well the very nice lady suggested ways that I could change my phone packages, and get the Tivo for my living room, and would save a minimum of £50 per month. So as Sky couldn't come close, then I decided to go 100% with VM.

Now I know how unreliable VM can be with sticking to dates, so I didn't cancel my Sky until today.

My Tivo box was installed last Friday (2 hours before my time slot, but that wasn't a problem). Then after playing around with it for a while, I realised that I didn't have any movie channels. So I called VM, and explained what I was supposed to have, and the lady on the phone said that I would have the movie channels within 2 hours (which I did).

Then on Saturday I realised that I didn't have the movie channels in HD. So I called VM again. The gentleman told me that the HD movie channels would be activated within 24 hours, and that they would send me a new box for my bedroom, that would work with HD, and it would arrive today (Tuesday). I received a text within an hour of the call, telling me that the HD would be activated within one hour.

On Sunday I still didn't have HD movies, so I called again. I was then told that they wouldn't be activating my HD until Tuesday. I explained what I had been told the previous day, and about the text message. To which he answered that it was impossible to activate the HD before Tuesday. As you can imagine I was getting rather annoyed with being messed about. So I told him that if it wasn't sorted then I would take my whole account to Sky. At this he put me on hold for a while, then came back to say that he had now activated the HD. By now I was furious. Not because he had activated the HD, but because he had blatantly lied to me.

So my question is: why can't VM give consistent good customer service. And why can't they be honest with customers???? If they built up a good reputation, then far more people would use them due to their excellent product.

Re: Why can't Virgin Media ever get their customer service right??
 

To activate the hd before Tuesday involved cancelling your new box adding the hd channels, rebooking your box for a random date then pulling the job forward to when your due to getting the box, involves a lot of messing around.

Would you not e cheaper on vip100?

Re: Why can't Virgin Media ever get their customer service right??
 

As jb66 says, the rep would have had to cancel the new box order to get the channels booked on the system as it only allows 1 open order on the system at any one time... he actually went the extra mile to sort it as that's a lot of messing around on the system. :)

Re: Why can't Virgin Media ever get their customer service right??
 

Thankyou for explaining the process. But that's no excuse for poor customer service and lies.

1. They could have got the order right the first time, as I explained quite clearly exactly what I wanted.
2. They could have corrected the error on Friday when I called and explained that they had got it wrong.
3. They could have corrected the problem on Saturday, when I called and explained that they had got it wrong again.
4. They didn't need to lie to me on Sunday because they were too lazy to correct the error. But instead they just lied and said that it wasn't possible.

How would I know? That's what the VM staff should have told me. I don't work for VM, and I don't know which is the best package.

Re: Why can't Virgin Media ever get their customer service right??
 

Sounds like good customer service to me. :)

Re: Why can't Virgin Media ever get their customer service right??
 

So he was just being lazy then. And lied to try and cover this up!

It would be nice if VM staff actually showed some concern when customers experience bad CS, rather than making excuses for them.

---------- Post added at 22:49 ---------- Previous post was at 22:48 ----------

I presume you are being sarcastic??

Re: Why can't Virgin Media ever get their customer service right??
 

100% agree.

---------- Post added at 22:51 ---------- Previous post was at 22:50 ----------

I would hope he was.

Re: Why can't Virgin Media ever get their customer service right??
 

Obviously you're going to read the situation the way you want to read it and nothing anyone on here says to you is going to make any difference.

However, FWIW, it sounds to me like you were lucky enough to be on the phone with a very experienced customer service agent who was skilled and able enough to use the ordering system in a way it clearly wasn't designed for, in order to get you your HD channels a couple of days sooner than is possible when correct procedures are followed.

Well done you for crapping on his goodwill from a great height on a public Internet forum. That should help dissuade him and his colleagues from departing from their training and proper procedures in future.

Re: Why can't Virgin Media ever get their customer service right??
 

All i will say is Virgin Media customer service is woeful at times.

Re: Why can't Virgin Media ever get their customer service right??
 

Yes, it can be. But it's strange how a very obvious example of extremely good service, going way beyond what training and procedure required, is being portrayed here as lies and laziness.

Re: Why can't Virgin Media ever get their customer service right??
 

Actually I don't think it was him who sorted it. When he put me on hold he said that he needed to speak to someone else.

As for 'goodwill', where do you get that from? He lied to me!

A customer shouldn't have to rely on so called goodwill. They should be able to get things right the first, second, or third time.

Do you think it is right that a customer has to call 4 times before they get it right?

Re: Why can't Virgin Media ever get their customer service right??
 

Nope. He could have left things as they were, but he went out of his way to make it so that you could actually get what you wanted there and then.

Re: Why can't Virgin Media ever get their customer service right??
 

Because all he did was his job.....after he had already lied to me. These are facts Chris.

If he had just apologised for the fact that I had been messed about, and then put himself out to sort the problem. Then that would have been good customer service. It's the fact that first of all he lied, saying that it was impossible to give me what I had already had confirmed (4 times) that I would get. Andit was only when I said that I was going to change my mind, and move to Sky, that he actually bothered to do anything.

Now I don't know about you, but I give good customer service to the best of my ability. And I also expect to receive good service. There is no excuse for poor CS.

Re: Why can't Virgin Media ever get their customer service right??
 

No, he didn't. He clearly gave you the answer that is correct when proper training and procedures are followed.

When you complained further he went and found a way to get you what you wanted in spite of proper procedures.

It's disappointing that you can't tell the difference.

Re: Why can't Virgin Media ever get their customer service right??
 

So I presume you work for VM then?

You obviously didn't read this line in my first post: "For all those VM employees on here, I'm not talking about individuals, but VM as a whole.
"

Re: Why can't Virgin Media ever get their customer service right??
 

What, anyone who has a good word to say about VM must therefore be an employee?

If that's the intellectual level we're operating on here I'm going to give up and go to bed. You can gibber in a corner by yourself.

Sorry, but I think the line "He lied to me!" is very obviously a judgement on an individual. Even if you didn't start out intending to attack anyone in particular, that is exactly what you're now doing.

Re: Why can't Virgin Media ever get their customer service right??
 

It's disappointing that you can't tell the difference

He said, and I quote "it isn't possible". Now the fact that he then managed to do it proves that it was possible. So when he said "it isn't possible", then he wasn't telling the truth. At no time did he say "it isn't possible when procedures are followed".

So I will repeat yet again, I'm not talking about individuals, I'm talking about VM as a whole. I know that many people working for many companies have their hands tied due to procedures. It seems that companies who have good CS are far more flexible when solving problems for customers. Especially when the problem was caused by the company, and not the customer.

Re: Why can't Virgin Media ever get their customer service right??
 

Nope.

Re: Why can't Virgin Media ever get their customer service right??
 

When someone is so defensive of what anyone can plainly see is poor CS, then it is plainly obvious that they have strong loyalty towards that company.

And I would expect better than personal insults from a moderator, who should be setting an example.


If it is a companies policy for it's staff to lie, rather than solve a problem, then it is the company, and not the individual. Employees have to follow companies proceedures (good or bad).

---------- Post added at 23:34 ---------- Previous post was at 23:33 ----------

So why can't you see what is clearly poor customer service? Or did you only actually read part of my first post?

Re: Why can't Virgin Media ever get their customer service right??
 

I see. And you know for a fact, do you, that when the CSR told you it wasn't possible, he *knew* that it in fact was possible?

Re: Why can't Virgin Media ever get their customer service right??
 

100% agree.

He has done the same to me before.

---------- Post added at 23:39 ---------- Previous post was at 23:35 ----------

He still lied in the first place.

Re: Why can't Virgin Media ever get their customer service right??
 

People shouldn't make a statement unless they know what they are talking about. So a simple "I'll just check if we can do anything to help", would have been far better than a simple "it isn't possible", just because he didn't know, and either couldn't be bothered (or company policy said otherwise) to check.

---------- Post added at 23:47 ---------- Previous post was at 23:44 ----------

Can someone tell me if it would be cheaper with this VIP (whatever it is)?

Re: Why can't Virgin Media ever get their customer service right??
 

http://shop.virginmedia.com/bundles/...e-package.html

The only difference with the VIP 100 package is it has 100MB broadband and it costs £111.46 per month. You would have to phone to get it.

Re: Why can't Virgin Media ever get their customer service right??
 

Thanks for that HD Boy.

It only says up to 50mb, and I have 100mb. Would I still qualify?

Also I have an extra two phone lines on top of that bundle.

Re: Why can't Virgin Media ever get their customer service right??
 

There is a separate package called VIP 100 which costs £111.46 and it is not on the Virgin Media website so you would have to phone up to get it.

I am not sure about the phone lines. One of the Virgin Media staff should know the answer to that question.

Re: Why can't Virgin Media ever get their customer service right??
 

Thanks, I'll call them tomorrow.

Re: Why can't Virgin Media ever get their customer service right??
 

Got to say when i recently upgraded to vip100,sarah who delt with it was spot on.she even took the time to call me at the end of the week to make sure everything was fine and in full wotking order

Re: Why can't Virgin Media ever get their customer service right??
 

Tim, the rep was following company proceedures and would have had to speak to a manager/supervisor for guidance on over-riding the system and rebooking your other install back in.

I'm sorry you feel that I'm not showing concern, but I'm just explaining to you how it works, so you have more understanding of the situation. I don't personally feel you were lied to, but that's up to you. :)

Re: Why can't Virgin Media ever get their customer service right??
 

His statement would have bene true that it was not possible, apart from a very experienced staff most dnt know how to undo things ont eh system for one it is techincally against there contract of employment so he never lied he only told you what he was trained to do ( i am makinga presumption he isnt one of the few very experinced operators)

Now there is ways to get round the system but firstly he would need a manager permission to do so but doing so could also have meant that your thing booked for tuesday could have been mucked up in the form you would have bene waiting longer than tuesday if it went wrong

So as other have said you acutally got very good cusotmer service because he done something that is pretty hard to do, if anything you should be complaining to virgin about there system they use for being so crappy it makes it hard for CS to do things to make tihngs right and not accuse a staff memebr who done everything by the books of lying

Trust me when i say i have seen very poor cusotmer services from ome agents

Re: Why can't Virgin Media ever get their customer service right??
 

It is more likely he did not have the permissions on the system which his manager had so that is not lying rather the truth, if he was lying you would not have got your upgrade, quite obvious when you really think about it.

Re: Why can't Virgin Media ever get their customer service right??
 

I have to say with the exception of one engineer many years ago.

I have had nothing but outstanding service from all the reincarnations of cable companies that I have been with. From Cabletel to Virgin. Well done to all Staff at Virgin. I for one are very happy with your side of the business. Happy Christmas to you all.

Re: Why can't Virgin Media ever get their customer service right??
 

It's company procedures that appear to be the problem. This is why I have repeatedly said that it is the company as a whole that I have a problem with.

If someone deliberately doesn't tell the truth, then that is a lie, plain and simple.


It amazes me that on this forum many people will jump to the defence of VM, no matter what the situation is. If you read my first post, then you can all plainly see that the CS that I have received is absolutely terrible. But the sad thing is that you don't seem concerned at all about that.

---------- Post added at 11:07 ---------- Previous post was at 10:59 ----------

So you are saying he didn't actually know? Well we have covered this one previously. All he had to do was to tell me that he would check, rather than making an untrue statement.

I didn't get good CS. I actually had to tell him that I would move my whole account to Sky (after 20 or so years of using VM), before he would even go and ask someone. But yes I agree that it is most likely VM's policies that are at fault, rather than individuals. But this is what I have said right from the start.

Re: Why can't Virgin Media ever get their customer service right??
 

From your first post VM didn't do anything wrong and also they didn't lie to you at all. Just becuase you weren't given full details it doesn't make it a lie. A lie is giving incorrect information not withholding something.

Its true what DF and others have said. The system can only have one open work order at a time, so if something needs adding or changing they would need to cancel off the order put the other one and then reload all the stuff off the original order. Its a lot of messing about, and I have to use that system on a daily basis.

Re: Why can't Virgin Media ever get their customer service right??
 

All this garbage over delayed HD, jesus wept.

Re: Why can't Virgin Media ever get their customer service right??
 

Read the first post.....it's about VM's terrible standard of CS, and that they got it wrong 4 times in a row.

And it's about how VM have an excellent product, but they let themselves down by terrible CS (not just on this occasion, this is just the latest example).

Re: Why can't Virgin Media ever get their customer service right??
 

Could it be the way people approach the problem. Yes I have had faults,complaints & moans but CS has ALWAYS sorted them out . Perhaps I am just lucky or perhaps please, thank you, goes a long way to help.:shocked:

Re: Why can't Virgin Media ever get their customer service right??
 

Haha, very funny....They got it wrong 4 times in a row:

1. they got the initial order wrong
2. they failed to correct it the forst time I called
3. they failed to correct it the second time I called, even though I had text confirmation that they had sorted it
4. then the operator made a statement that wasn't true (a lie). I don't care how you want to dress it up, but he is a representitive of VM, so if he made a statement on behalf of VM that wasn't true, then I have been lied to by VM.

That isn't the customers problem. Just because something involves a bit of effort, doesn't make it impossible.

If they had got everything else right then I wouldn't have been bothered. But I had been told by the three previous operators that things were now as they should be, when they clearly weren't.


This is a cable forum, so as the name suggests people should be able to give praise, ask questions, or criticise, without being jumped on by a bunch of moderators who won't hear a word said aginst VM, no matter how bad their CS is. This has been the same throughout my whole experience of this forum, which is why I actually used to think that the site was owned by VM.

Re: Why can't Virgin Media ever get their customer service right??
 

I do see were you are coming from & have wondered about this as well. However I stand by my statement that I have not had any problems with CS:D

Re: Why can't Virgin Media ever get their customer service right??
 

It doesn't make it a lie, once an order is in progress cancelling and reloading to add something else on can cause problems and that is the only reason for not changing it right away. Systems don't mean that the CS is bad. CS are as helpful as they can be when you are asking for something to be changed that could delay and mess up the rest of your order.

Also at the end of the day CS DID correct the problem and all your services are now working. So CS DID do a good job and gave you what you ordered.

Re: Why can't Virgin Media ever get their customer service right??
 

I take it you didn't read my first post either?

I was very polite to the first three operators, and that actually got me nowhere at all. I only got angry when I was lied to. Now I fully agree that in most cases you will only get anywhere if you are polite. However it doesn't seem that this is the case with VM.

Re: Why can't Virgin Media ever get their customer service right??
 

well if they annoyed you that much go to sky ;) because i love to see oyu get yoru 50mb or 100mb with sky ;) i agree with your that your got bad customer service but i dnt agree with you that a CS lied to you they where not trained for yoru problem which is different to lying.

Lying is basically delibrate saying something that is not true because you do not want to do s0omething so to say.

not having knowledge basicaly means you have not been trained so are unaware

you have said again your not attacking cs representive but you again called the cs a lier so it this attuide that more liekly to not get you anywhere

as i have said you got bad cusotmer service because it took 4 times and threat of leaving to fix it right but no one lied to you there only folowing prodecure which i agree are mucked up and viign need to fix them

Re: Why can't Virgin Media ever get their customer service right??
 

I was deliberately told something that wasn't true....what is your deffinition of a lie?

That isn't the customers problem is it? They should get it right in the first place.

I often have to bend over backwards to help customers, but that's what you do for customers. I hate the mentality of people who can't be bothered to do something that may involve a bit of effort. Without customers, you don't have a business.

Yes they did correct the problem, but it took 4 phone calls from the customer to sort it out. That isn't good customer service in anyones book.

Re: Why can't Virgin Media ever get their customer service right??
 

There is no point in trying to get your point across because he works for Virgin Media business and will not listen to you.

Re: Why can't Virgin Media ever get their customer service right??
 

yes bend over backwards i do it for my own business but when you attack someone who has bent over backwards then you cant expect not to be attacked yourself, you dnt see the 4th person doign anytihng for oyu , you see them lying to oyu, but as has been explained it the way there trained and jsut because someone works for the company does not make them the company they only do what there contracted to do and trained to do, and in this case that is what they done since you wherent happent happy they have probabaly spoke to a manager got authorisation and the information require on how ot fix it quickly so have done it for you, they went the extra miuel by goign and aksing they could have stuck to protocal and said you have to wait maybe if oyu change oyur attuide towards the cs you spoke to people will see oyur poitn and agre vm are the problem

Re: Why can't Virgin Media ever get their customer service right??
 

Can I remind posters of the CF Acceptable Use Policy - specifically the the part in the section regarding "reputation"

Re: Why can't Virgin Media ever get their customer service right??
 

Who my employer is has nothing at all to do with my post. The CSR that helped did all they could under the circumstances and probably didn't want to attempt to rectify the HD issue just incase it cause a problem or delay for the customers order.

They were actually thinking of the customer at the time, although the OP doesn't see it that way.

Re: Why can't Virgin Media ever get their customer service right??
 

I know Stephen works for VM, but I also get the impression that many other people on this thread also work for them. Otherwise they wouldn't be trying to defend the company for what anyone else can see was very poor customer service. In fact they are even using the trick of only quoting part of what I have said.


Like I said before. I think it is a real shame that employees of any company will defend the company to the hilt, rather than tackling the problem of poor customer service. If I worked for a company with CS as bad as VM, then I would be extremely embarrased. And would be working from within to try and get things changed......But then I care about customers.

---------- Post added at 13:29 ---------- Previous post was at 13:28 ----------

And you know that for sure do you? Or are you just making an assumption, or and excuse?

---------- Post added at 13:31 ---------- Previous post was at 13:29 ----------

The company has done nothing to bend over backwards. All they have done is sorted a problem that they created (not me). That is not bending over backwards, it is clearing their own mess....and they didn't even want to do that.

As I've said previously, my gripe isn't with the person, who was obviously poorly trained. It is with VM....how many times do I have to say this??

Re: Why can't Virgin Media ever get their customer service right??
 

I do know that for sure, as I mentioned in an earlier post. I use exactly the same system to do my job and you can't put more than one order on at a time and to cancel and reload can cause problems. You weren't lied too. However the CSR did try to sort it for you and eventually the issue was resolved. I would only class it as bad CD if you didn't get your issue resolved and the CSR didnt do all the possibly could to try and correct the issue of the HD channels not being activated.

Re: Why can't Virgin Media ever get their customer service right??
 

Sorry but to me VM customer service is no worse than anyone else's. The call centre staff have always be respectful to me, and tried to help where they can. The UK staff appear to be able to have more freedom than their overseas colleagues as to what can be done, but apart from minor issues I've almost always come off the phone happy with the outcome

If your not happy with VMs customer service, then leave and go to another supplier. Complaining on here about VM customer service isn't going to change how VM operate

[A Happy VM Customer]

Re: Why can't Virgin Media ever get their customer service right??
 

Tim,
I don't think people on here are defending VM CS but as your main issue seems to be no HD for a couple of days then your issues are a bit OTT,as for the CS Rep lying then have you never heard of the term "lack of training",usually in these cases that is the problem,I just hope you are now happy with your services and if you still feel aggrieved then may I suggest you write to VM through the correct channel to make your point,accusing people of lying on an open forum (without knowing all the facts) seems a little harsh, and before you ask no I don't work for VM.

Re: Why can't Virgin Media ever get their customer service right??
 

You are completely missing the point.....they only sorted it out after I had phoned 4 times......is that good CS????

And on that 4th call I was told "it is impossible" (not "it is impossible unless I have to speak to a manager, who will have to juggle things about"). So if I hadn't pushed the matter, then he still wouldn't have sorted it, and would have left me thinking that "it is impossible", when in fact that statement was proved to be a lie designed to avoid doing a little extra work to sort VM's own mess out.

Now how about stopping towing the party line, and looking at the whole situation from a consumers point of view, and not VM's.

Re: Why can't Virgin Media ever get their customer service right??
 

Wot he said. Chanced on this thread and can't believe it's been dragged out to four pages. Tim, you should really be ashamed of yourself. You've taken a minor mistake on VM's part and somebody going the extra mile for you and turned it into a very public diatribe against, let's be honest about it, an individual It's clear for all to see that you weren't lied to; your claim of receiving "absolutely terrible" CS from VM is my comedy highlight of this festive season. Take a browse through the forums and see problems some other people have had; puts your experience into context. A 'minor CS mix-up' would be about right, but even then possibly a bit strong. Really shoddy behaviour, Tim.

Re: Why can't Virgin Media ever get their customer service right??
 

My main issue is not that I didn't have HD for a couple of days. It is the poor CS I received, and the fact that I had to call 4 times to sort it.

Lack of training is no excuse for lying. It's quite simple, if you don't know you ask. And a customer will respect you far more if you admit that you don't know, and are going to find out. But if you make a clear statement that isn't true, then that is a lie.

---------- Post added at 13:56 ---------- Previous post was at 13:55 ----------

Read the whole thread before you start throwing insults.

As I said previously, this thread is about the fact that VM just can't seem to get CS right. And my first post is just one of many examples.

Re: Why can't Virgin Media ever get their customer service right??
 

Tim,

There is no bigger insult than saying someone is lying,especially when that individual is not given the right to defend their actions,I think its time you let it go fella!;)

Re: Why can't Virgin Media ever get their customer service right??
 

I did Tim. I always find it helps to absorb the full, true facts in a situation before mouthing off on a public forum. I viewed your behaviour over the course of these four pages of the thread and deemed it a bit shoddy. I'm pretty confident I'm not alone in my conclusions. If you think that's throwing insults, you have, yet again, misinterpreted a simple situation, which I guess is the cause of this whole thread!

Despite your backtracking and protestations, you were attacking an individual; you've kindly provided the evidence for that yourself. The CS departments of big organisations are a mixed bag at the best of times; VM are no different to that and all you've been victim to is a CS rep doing what he thought was the right thing and then on advice being able to offer something more than was in 'the manual'. Most fair-minded folk would consider that helpful, but hey-ho....

Re: Why can't Virgin Media ever get their customer service right??
 

I have not named the individual, so I am not insulting anyone individually. As I have said on many occasions, my problem is with VM, and their poor training. If they train their staff to make statements that aren't true (a lie), then the problem is with their training.

You have also missed the point that the thread is about poor customer service experience with VM, and the fact that they very rarely seem to be able to get things right.

As I have said before, this is only one occasion in a long line of problems I have had with VM customer service.

---------- Post added at 14:35 ---------- Previous post was at 14:24 ----------

Well you are reaching your own conclusions based on what you have picked out from what I have told you. But remember, none of you were privvy toany of the telephone conversations. So you don't really have the grounds to come to conclusions. If you want to know more then just ask.

Re: Why can't Virgin Media ever get their customer service right??
 

Its only a hanful of HD channels, hardly a major service effecting issue.

I am not towing anything. That is my personal opinion, and if it was me not having the extra HD channels for a few days really wouldn't warrant this kind of a rant. RAther than calling 4 times, if you had waited till everything was completed and then called to say a few channels were missing it would have been sorted 1st time.

Re: Why can't Virgin Media ever get their customer service right??
 

Absolutely right, Tim - we are only hearing one side of the story.

Re: Why can't Virgin Media ever get their customer service right??
 

So let me get this right, you're making a public accusation of lying towards an individual member of the VM CS team and looking for support and advice from other members of this forum, without including the full evidence backing up your claim??? Contrary to your wishful thinking, my conclusions are based on everything you've told us, and I'm sure I'm not the only one struggling to come to any other possible conclusions.

Re: Why can't Virgin Media ever get their customer service right??
 

Indeed :)

Re: Why can't Virgin Media ever get their customer service right??
 

Everything was supposed to have been completed on the Friday. If I hadn't called 4 times, then I still wouldn't have any move channels, let alone HD.

If they had got the order right in the first place then I wouldn't have had to call at all. If they had got it right when I called on Friday then I wouldn't have had to call on Saturday. If they had got it right on Saturday, then I wouldn't have had to call on Sunday.

Remember I said that I received a text on Saturday after my call to say that it would be sorted within the hour. But I left it another 24 hours before I called to tell them that the HD hadn't been activated. It was then that I was given Tuesday as the day it was going to be sorted.


I know it isn't a major issue. But my point isn't about HD, it's about the fact that they just couldn't seem to get things right....which is what the whole thread is about.

Re: Why can't Virgin Media ever get their customer service right??
 

He has been accusing VM of training its staff to lie for months now but has NEVER provide evidence of it only hearsay based on his side of the story.

Re: Why can't Virgin Media ever get their customer service right??
 

That's because people were making an excuse that it was because he was poorly trained. And that he was only following what he was trained to do. So my reply wasthat if he was doing what he was trained to do, then this is implying that he was trained to come out with the statement "it is impossible", which clearly wasn't true, because he later proved that it was possible. And of course a deliberate untrue statement is a lie.

So as I said earlier, a simple "I don't know, but I'll find out for you", would have been a far better way to deal with this situation, than to make an untrue statement.

Don't take it personally Sirius. My problem is with the way the company operates it's CS, and not with the people.

---------- Post added at 15:07 ---------- Previous post was at 14:58 ----------

Why would I lie????

I made it quite clear what I wanted when I placed the order. And the lady confirmed what I would get.

I didn't get what I ordered, which is what started th whole thing off.

As I said in my first post, I explained that with Sky, I have all the channels (except specialist), apart from the sports package, and HD on all channels in my package. And that I wanted the same from VM. Now I said this when I placed the order, and again on Friday, and again on Saturday.

So what other side of the story could there be?? They didn't provide what was ordered.

Re: Why can't Virgin Media ever get their customer service right??
 

If you do not like th CS why are you with them as most people would vot with their feet? No matter how much it cost?

I take it you have never worked in CS as well?

Re: Why can't Virgin Media ever get their customer service right??
 

5 pages.. ooft!

Mountain out of molehill springs to mind, if you are not happy with the service you got, use your time better and email VM about it

Re: Why can't Virgin Media ever get their customer service right??
 

I very nearly did on Sunday. The fact is however, that VM have an excellent product. So as long as there is no need to contact them, then there is never a problem. It just seems that whenever I do need to contact them they just can never seen to get things right.

All the time. However I do own the companies, so I can make decisions that an employee can't. But I would expect that employee to ask someone who can make the decision, rather than just telling the customer "it isn't possible".

Unfortunately there seems to be a general trend these days, that the bigger the company, the worse the CS. But there are exceptions, like John Lews for example, who are a big company, but have an excellent reputation for CS.

---------- Post added at 15:17 ---------- Previous post was at 15:16 ----------

If you don't like it, then don't read the thread

Re: Why can't Virgin Media ever get their customer service right??
 

If he wishes to post on the forum complaining about the service he got, he is free to. Just as you are free to ignore the thread if you feel it's a waste of time.

Re: Why can't Virgin Media ever get their customer service right??
 

Where did I say that then Stuart? Yet again a CF mod with his head up his arse. Funny how the rest of people saying the same don't need intervening from you.. or is it cause they are fellow mods :)

Re: Why can't Virgin Media ever get their customer service right??
 

Thats out of order

Re: Why can't Virgin Media ever get their customer service right??
 

How about you crawling out of your own arse. There was nothing wrong with Stuart's comment whatsoever.

Some people need to grasp the fact that team members are entitled to an opinion. If you don't like that then tough.

I have seen some really whinging comments lately that team members are being insulting or have no manners. I really have to LMFAO at this because let's get it straight that the comments are not insulting, just some people who don't like it when they are disagreed with.

Re: Why can't Virgin Media ever get their customer service right??
 

Can I just put a suggestion forward for those with a Lack of understanding (ME).

Can we have from team members at the start of the post that they are replying to "THIS IS AS A MOD" or "THIS IS MY OPINION" to stop any confusion on threads like this?

I will get my coat now:tiptoe:

Re: Why can't Virgin Media ever get their customer service right??
 

All mod postings are made in bold.

Anything else we are posting as ourselves.

Re: Why can't Virgin Media ever get their customer service right??
 

Now that is a brilliant idea :clap::clap::clap:

Also if anyone who works for VM, BT, Sky or whoever could make it clear if they are defending their employer (I can understand employee loyalty), or if it is their own personal view.

Re: Why can't Virgin Media ever get their customer service right??
 

Thanks for the clarification as some would see that it is from a team member and think that it is moderated :)

---------- Post added at 16:59 ---------- Previous post was at 16:56 ----------

I used to work for O2 and never defended them and never will as I have seen results of having to sort out peoples mis-givings. I started as a CS rep and worked my way up through Business then to complaints and then High level complaints. All in the space of 12 months.

Re: Why can't Virgin Media ever get their customer service right??
 

I think ,having read this thread in it's entirety, that the conclusion is that some of VM's procedures need to be addressed.If it was possible to do what Tim wanted then why couldn't the agent just do it ,why should he need to seek the permssion of a manager? .I understand that some procedures may need managerial permission but booking an order seems a bit trivial and if it is as complicated as some have suggested then the system is definately at fault .
As for the "lying rep" Tim is correct to be upset at that because clearly it was possible ,i wouldn't go as far as to say he was deliberately lying though just inadequately trained and possibly the only reason Tim got the result was because he wouldn't "go away" a tactic i myself have used on many ocasions with other companies.
If the rep/s (not sure how many Tim spoke to from start to finish of this issue)are mis- handling calls like this,a relatively trivial matter then how are they handling not so trivial issues .
I have to deal with customers every day in my line of work and if i don't get something right the first time i only get 1 chance to put it right before the company i contract to start withholding money ,to have to try to put something as simple as a order for tv services right 4 times is quite frankly a disgrace from a customer service point of view ,if i took that many attempts to get a job right i would never get paid

Re: Why can't Virgin Media ever get their customer service right??
 

I don't know whether I agree with the op, or the several people who obviously don't. What I do know is that, if you're really looking for decent customer service then it's kind of ironic that you were prepared to move to Sky to get it. Having experienced both, yes, sometimes Virgin get it wrong, but they are a breath of fresh air compared with their competitor, IMO.

Re: Why can't Virgin Media ever get their customer service right??
 

Is that why you Santa on your Avatar is coming out of the chimney with a full sack instead of going in with one:D:D:D:D

Re: Why can't Virgin Media ever get their customer service right??
 

he's comming out of the chimney with a slightly less full sack after depositing lots of nice toys for the kiddies :D:D

Re: Why can't Virgin Media ever get their customer service right??
 

As Stephen said, our signatures try to make that clear (please see below for clarification).

This is also stated in the CF Acceptable Use Policy, specifically under the Moderation section

Re: Why can't Virgin Media ever get their customer service right??
 

When i worked at VM TS i had someone like him on the phone and no matter what you told them they never accept it and always said yoru VM and it your problem even though the problem was with there computer and if tim was liek this person then i say even more he got good cusotmer service as this type of person are insulting wihtout being abusive

Re: Why can't Virgin Media ever get their customer service right??
 

Yes thank you, as I posted in regards to Stephen's post thanks for the clarification.

---------- Post added at 17:26 ---------- Previous post was at 17:16 ----------

I have just remembered when I worked for O2 I used to give out my name and also my extension number. So that if what I said did not happen they would be able to get put back through to me. But sometimes they would come through to me as they were happy the way that I handled their call.

If in doubt you could always ask for their name and extension number so that if any thing went wrong you would be able to ask the person direct.

I gave my details out off of my own back and not the company policy.

Re: Why can't Virgin Media ever get their customer service right??
 

Problems can arise from that too in a Call Centre enviroment, as some CCM systems don't include direct inbound calls in the agents targets. And if you are getting pressure from management to hit your targets, sometimes stats come before customer service.. wrongly IMO

Re: Why can't Virgin Media ever get their customer service right??
 

It needed some one to transfer the call to me, So if I was busy i would not be able to take the call. But they would be able to send me a message about it and dependent on the message I would be able to ask the team leader if I was able to call the customer back.

Re: Why can't Virgin Media ever get their customer service right??
 

Re: Why can't Virgin Media ever get their customer service right??
 

i myself work in a contact centre and i see the OP's POV HOWEVER i also think he is seeing this in the wrong light. Yes VM MAY have made a mistake with this but mistakes happen and people only learn from mistakes same a business. Maybe the call agent could have worded it better than he did but each agent deals with THIER calls differently.

In the call centre i work in we try and look after out own customers, may that be the person that is calling up, a manager you are dealing with or an external contact. Sometimes this isnt always possible and on the next call it gets done differently.

I can understand that OP is a bit down hearted about this but at the end of the day the end result is that the issue was RESOLVED. The call didnt cost anything as it is free from a VM phone line. I think that the OP is taking this all the wrong way and dealing with it in the wrong manner as well. If you are unhappy email CEO office and make a complanit but not only that the OP needs to make a suggestion to VM on how to IMPROVE the CS.

Ok can we all now calm down and drink some beer, it is xmas after all :D

Re: Why can't Virgin Media ever get their customer service right??
 

Thankyou.

I have actually just got off the phone from VM because I had a question about my Tivo box. He was extremely helpful, and even identified and reported a fault on my phone lines at the same time.

Now that is good customer service.

Re: Why can't Virgin Media ever get their customer service right??
 

Do you mean like the ones whose signatures state or or or

Re: Why can't Virgin Media ever get their customer service right??
 

Personally I've only ever had to call Sky a few times over 15 years, and didn't really have any problems with them. So I'm not really qualified to comment on their CS.

---------- Post added at 17:55 ---------- Previous post was at 17:54 ----------

Some of them say that, and others don't. However many of them still defend their employer, and are not giving an opinion as a consumer.

Re: Why can't Virgin Media ever get their customer service right??
 

I will keep quiet next time:erm:

Re: Why can't Virgin Media ever get their customer service right??
 

Please don't as all opinions add to the debate.:)

Re: Why can't Virgin Media ever get their customer service right??
 

what is wrong defending your employer? If they like the company they work for and they think it is a great place to work and they think the business can be very big, then surely they can defend if?

Re: Why can't Virgin Media ever get their customer service right??
 

Time is money, and my time is very valuable. I can really do without having to waste my time making multiple calls to solve a problem that should have been sorted out when I placed the order.

How do you know I haven't made a complaint to the CEO office?

It seems that there are some people on here who seem to want to gag any bad press about VM.

---------- Post added at 18:03 ---------- Previous post was at 18:01 ----------

Like I said, I can fully understand employee loyalty. But people should remove their blinkers occasionally, and see it from a consumers point of view.

Re: Why can't Virgin Media ever get their customer service right??
 

a) which ones don't?
b) have you ever considered that their opinion as a consumer may co-incide with that which you regard as "still defend their employer" - they may be disagreeing with you because they disagree with you (as do others who are not VM employees), not because they are being loyal.

Re: Why can't Virgin Media ever get their customer service right??
 

They are open 7 days a week and upto 10pm i believe. I dont think people want to gag VM as you say but are giving there opinion on the situation, it is a forum for disscutions about this sort of thing. Ive you re read some of the tread and my 1st post then you would see that some people have said yes they made a mistake and could of done things better but no point crying over spilt milk as to say. This issue is resolved. Like i said 1st post, if you have identifed an area that is weak and needs improving email the CEO office and tell them your sugesstion on how it would help customers AND the business

Re: Why can't Virgin Media ever get their customer service right??
 

Once again you conflate disagreement with your viewpoint as wanting to gag you - you seem to be able to complain quite a few times about people wanting to gag you all the time, and you have put your complaint in more than one thread; don't you recognise the contradiction in what you are (repeatedly) stating?

Re: Why can't Virgin Media ever get their customer service right??
 

Don't judge me :mad:

You don't know me, or anything about me, or the conversations. I was extremely polite with the first three calls, and only got irate when I was lied to. As I'm sure you would if you were lied to.

With that attitude, then you obviously used to work in the right place.

Re: Why can't Virgin Media ever get their customer service right??
 

maybe he likes making people GAG or even being GAG'ed him self, if you know what i mean ;):D

Re: Why can't Virgin Media ever get their customer service right??
 

Oh, the irony....

Re: Why can't Virgin Media ever get their customer service right??
 

you say dont judge, havn't you just done that? :shocked:

Re: Why can't Virgin Media ever get their customer service right??
 

That's because various posters have said that I should contact the CEO's office rather than post in a forum. So why would they want me to do that?????


This is a forum, and this thread is fully in context with the web site.

---------- Post added at 18:13 ---------- Previous post was at 18:12 ----------

Personal insults aren't very funny, and are also against forum rules. So mods please remove the offending post

---------- Post added at 18:14 ---------- Previous post was at 18:13 ----------

I had evidence of their behavior. They had no evidence of my behavior during the calls.