Why I hate VM's Indian tech support
 

I've never been a fan of Indian callcentres and this is just another reason why.

My dad passed away last month so my mother wanted the BB account put in her name. We were told it would take 30 days (that in itself was an issue but never mind) so we jumped through all the hoops and today she had a call to say the change over would happen today but the BB would be off for an hour or so. Fair enough, that's understandable.

Two hours later it was still off. I call tech support and spoke to an agent who could not understand the concept if an account being passed over after a bereavement. So that took care if the first 5 minutes of the call.

In fairness she did her level best to hide the fact she had no idea what was causing the problem. We went through all the usual ("please to reboot your modem Mr Russ", "please to check all cables are connected correctly" etc) fob offs.

I told her the 'ready' light was not constant and she said this meant a tech was needed to come out as the problem was obviously either the cabinet or my mother's equipment. I knew both were BS. Nothing had changed in the last few hours other than the account was swapped over. She went off to speak to 2nd line support but came back and said he agreed that a tech visit was needed. I insisted on speaking to this 2nd line guy and after much resistance I got through to him and he explained the issue to me straight away - the mac was locked as it wasn't taken off the system properly in the first place so VM's security thought it was a cloner trying to break in and booted it off.

That makes perfect sense. He also told me that's not what she had told him first of all.

If I hadn't have kept pushing this stupid woman Id have been fobbed off and been waiting for a tech to visit who wouldn't have been able to fix it anyway.

Re: Why I hate VM's Indian tech support
 

they dont understand. everything you say goes in 1 ear and out the other. they make their own minds up as to what the issue is because textbooks dont hold common sense in understanding issues not to mention first hand experience with services.

Re: Why I hate VM's Indian tech support
 

exactly, they are so stupid that they cant think "well if it was working before and the customer is having something done to their account then the issue must be our end and not a hardware fault". I am not saying everyone should have access to 2nd line but you should be able to speak to people who can understand your problem and have good enough troubleshooting skills that they can escalate the issue to the right person and get it resolved. I can't stand time wasters. Btw, it is nice to see an admin have a moan :)

Re: Why I hate VM's Indian tech support
 

I'll always moan about their Indian callcentre. They simply don't listen to common sense and rigidly stick to what their employer tells them. All well and good but that doesn't help the customer one bit.

For example she asked me to make sure the coax was tightly screwed in to the modem. Why? It hadn't been touched and yes if she'd paid attention to what I was saying about what happened this afternoon she would have realised how stupid she was being.

I just called them again just now as the modem was still off. Got through to India again and asked how much longer it would take. Guess what? She started to say I had to reboot the modem, check the router settings and IP address on my computer etc

Had she paid any attention to me? No, not one bit.

Re: Why I hate VM's Indian tech support
 

150 > confirm > option 5 > option 3

Re: Why I hate VM's Indian tech support
 

why didnt the 2nd line dude fix it earlier once he realised what the problem was? Surely he was in a position to remove the security violation or speak to somebody in customer services who can go into the account and fix it?

Re: Why I hate VM's Indian tech support
 

Never had a single issue fixed by the Indian call centre. The best one was when they tried to get me to call a £1 a minute line because they were blaming it on my firewall, and the firewall being off didn't mean it was actually off apparently. I tried to get them to agree to refund the call costs if it turn out to be VMs fault (I knew it was), but they kept avoiding the issue. Then two hours later they ring me and said it was in fact an area fault, no apology for blaming it on my firewall of course.

I always try and get through to the UK, I just hang up when they answer if it is the Indian call centre sometimes as I know I will be wasting my time. I also have never managed to work out why the automated system asks you to confim your password and then they go ahead and ask you again when you get through. What is the point of asking me twice?

Re: Why I hate VM's Indian tech support
 

He said if this sort of thing happens it takes 24 hours to get back online. I pointed out how unfair that is as it wasn't our fault the change over went wrong and he said he'd contact the department directly that deals with this and it should take about 4 hours.

Re: Why I hate VM's Indian tech support
 

Russ, sorry for your sad loss mate, I have this trouble with India all the time, it was them that caused all the trouble with our tv, BB and phone.

They have not got a clue, they are rude, arrogant and think you are totally stupid and cannot understand what you are saying. But this VM for you.

Re: Why I hate VM's Indian tech support
 

:rolleyes: Not all of vm are like that.


I have never had a single issue fixed by the overseas call centres and i refuse to use them because i cannot hear what they are saying, the line quality is awful and that is compounded by the accent issue. I always end up having to speak to retentions to ensure i speak to a UK call centre.

My condolences on you loss Russ

Re: Why I hate VM's Indian tech support
 

First of all Russ, very sorry to learn about your Dad.

I share your frustration with VM's offshore "support". The last time I called, when we had a simultaneous TV and BB outage, it was a nightmare. They first claimed that there was no problem in our area. I told them that a friend who lives one street away had the same issue. We know that we're on different street cabinets from when our services were installed. All he kept on about was the usual reboot the SH (despite the fact that the Tivo BB light was blinking and we had no TV). I lost it and hung up :mad:

Re: Why I hate VM's Indian tech support
 

as a quality control procedure VM should put in their customer contracts that if they don't fix the problem first time round they have to give you a 20% reduction on your monthly bill. Moving towards first time resolution is great customer service and the fine for them is a great motivator to get it right. If they saw how much money they spent in compensation they would realise how bad their customer service is.

Re: Why I hate VM's Indian tech support
 

or they could just make sure they get their A into G and do what you pay them to

Re: Why I hate VM's Indian tech support
 

but then folk would fake a fault to get a discount

Re: Why I hate VM's Indian tech support
 

Shame someone from CEO's office couldn't do a mystery 'I have probs' call to Indian tech support?

Re: Why I hate VM's Indian tech support
 

They probably do however as long as the service is so bad that customers only moan about it but not actually leave in droves, why change something that saves them a LOT of money?

Re: Why I hate VM's Indian tech support
 

When the CWU was in discussion over the closure of the Albert Dock and the subject of Offshore Call Centres came up Sheila Burgess stated that Virgin Media cannot envisage a time that they would ever feel the need to get rid of them, now the only reason can be down to cost as that statement alone shows how little upper management care about you the customer.

Considering that we have major banks such as Santander who brought all their call centres back to the UK because of customer complaints that shows that it can be done, if you feel strongly enough why not continually email the CEO's office about it and the more people that do so the better.

allegedly Neil Berkett actually reads all emails in his inbox personally if you believe that I have bridge to sell you.

The email address for the CEO team is neil.berkett@virginmedia.co.uk so send as many complaints to this address as you can with specific times and dates and remember to include your name, address and account number.

You could also try setting up a Facebook page for the closure of Offshore call centres and one of those online petitions which could be posted on the Facebook page and as many other forums as possible to try and get this more in the public domain and make this company realise that enough is enough.

Re: Why I hate VM's Indian tech support
 

do BT and Sky have Indian call centres??

Re: Why I hate VM's Indian tech support
 

Yes, both do which is a worrying trend. I'm not the type to say "if I don't get what I want then I'm going to the competition" but in this case my mother was happy to go to Sky and BT if this wasn't resolved however they use Indian callcentres so it would be out of the fat and in to the frying pan.

Incidentally I spoke to someone at VM about a different matter this morning and I mentioned how much I couldn't stand Asian callcentres. He immediately got defensive and went on about how it was essential if VM were to offer 24 hour support etc. but also his attitude changed completely. I could tell he was a Manc but went on about being mixed race himself and that 'society needs to look beyond it's prejudices'. I almost dropped the phone.

Re: Why I hate VM's Indian tech support
 

My experience with CS India is 50/50 so for me the jury is still out.

My last fault, the mid-evening bump, they gave me loads of bovine poo, but also a discount.

Re: Why I hate VM's Indian tech support
 

The thing is a discount is nice but I'd much rather they just did their job properly. Offering a few quid off because they screwed up sounds to me like VM are saying "We know we can't improve the Indian callcentre so we'll just take the hit and offer you a sweetener to not take it any further".

Re: Why I hate VM's Indian tech support
 

They know how bad they are but are willing to take the hit.

Re: Why I hate VM's Indian tech support
 

I'm certainly not defending anyone who doesn't do their job properly, especially when you've got other things to worry about, but there isn't any official policy of offering a discount for a bad call

Re: Why I hate VM's Indian tech support
 

No they just use a credit to brush it under the rug not official but a well known fact, used to see it all the time in the notes from an offshore agent.

They even credited my old staff account when we had a rare outage 2 years ago, no UK agent would do that but it was my daughter who rang up and it does clearly show on the first page that it was a staff account so no excuse to credit me as the credit was more than 3 months cost of my broadband at the time.

Re: Why I hate VM's Indian tech support
 

It was one of the reasons (among a list of many others :() why I left.

Just had my old superhub collected. Asked the Guy if he was busy, just to make some conversation, he said he was rushed off his feet and had to have his area split as he couldn't keep up.

I can't say I am surprised.

VM are so bad they make Ntl look good. :shocked:

Re: Why I hate VM's Indian tech support
 

Both times I have called sky it has been a scottish call centre, and both times they have called me its been the same. I cant speak for ADSL but the fibre team seems to all be UK based in my experience

Re: Why I hate VM's Indian tech support
 

So far I haven't had any reason to call, touch wood. :)

But even if they are off shored I am confident the standard could not be worse than VM's as it is impossible to get any lower than the bottom of the barrell.

As the Sky fibre broadband is immeasurably better then I am in a win-win situation. :)

Re: Why I hate VM's Indian tech support
 

To order you would have :p: Thats was my first call

Exactly, me too ;)

Re: Why I hate VM's Indian tech support
 

I think i am going to look into Sky. My 1 year for 100mbit with VM is up and i have always been very impressed with Sky.

Re: Why I hate VM's Indian tech support
 

Even if you go for the 40mb package it will probably outperform VM's 100mb in every way

Re: Why I hate VM's Indian tech support
 

Back on topic...

Re: Why I hate VM's Indian tech support
 

funny because both times i've had issues with vm and I've called I've spoken to someone in the uk who has been well informed, they have listened to what i've said and neither asked me to reset my router or check my connections or anything like that and the problems have been sorted quickly. I think if you ring between 9 and 5 on a weekday you are more likely to get the uk people but obviously not everyone can do that.

It has been infintely better than the customer service I got from sky, where i would have problems and outages more regularly, the routers were awful and completely unreliable (I had 4 replacements in the space of a year) ring up and have to speak to several people ALL of whom would refuse to do anything until I had reset my router and changed the dhcp settings and then about the 5th person would tell me "oh there's a fault in your area." That was my experience of sky broadband and was one of the reasons I switched.

Re: Why I hate VM's Indian tech support
 

Oh yeah :confused: I forgot about that:LOL:

---------- Post added at 17:49 ---------- Previous post was at 17:43 ----------

Hmmm......I have emboldened and underlined the only relevent part of your post. It is the offshored support being discussed. UK based support is usually satisfactory although it has been recently devalued by the closure of Albert Dock.

Re: Why I hate VM's Indian tech support
 

What utter garbage, they are rushed off their feet with new connections, look at their results

Re: Why I hate VM's Indian tech support
 

The Guys who collect unwanted STB's and Hubs also install new connections? :)

I don't think so.

The only garbage here is yours.

Re: Why I hate VM's Indian tech support
 

Net cable customer additions of 39,500 in the quarter, up from 6,300
 Churn down from 1.7% to 1.4% in the quarter
 Cable ARPU up 1.8% to £48.73 in the quarter
 On-going improvement of customer base mix in the quarter
 TiVo customers increased 205,900 to 1.14m; now 30% of TV base
 52,200 increase in the paying TV base3
 Superfast broadband customers (30Mb and above) increased 452,900 to 1.8m, now 42% of broadband base

Re: Why I hate VM's Indian tech support
 

:shrug:

I don't give a FF.

I am not a shareholder or a fanbois or a VM employee. :erm:

I merely reported something heard in conversation. :angel:

No need for you bust a blood vessel over it.

Of course if you have an agenda then lets hear all about it. Be quick though because you are teetering on the brink of joining Carl Waring et al in the black hole of my Ignore fan bois list. :D

Re: Why I hate VM's Indian tech support
 

Erm like the agenda you clearly have telling everyone on a cable forum how great Sky are? BTW I dont't give a FF if you block me - thanks

Re: Why I hate VM's Indian tech support
 

Bye..........

Re: Why I hate VM's Indian tech support
 

Re: Why I hate VM's Indian tech support
 

Cheers Derek.

Anyway the plot (and my disdain for VM's Indian callcentre) thickens.

Although we're on the 30mb service I couldn't get more than 11mb. So I called tech support (India) and she went through the usual "please to reboot your modem, please to check all cables are connected" etc

She then said there was an issue in my area which is estimated to be completed on 6th January and this is what is giving me such low speeds. I said I wasn't happy that the service will be sub-standard for another 6 weeks and she immediately offered me a £30 credit. Hmm, seen that before. Her explanation didn't ring quite true either, as when it was a 10mb pipe I could get a constant 9mb stream even at peak times. I told her this but in true Indian callcentre fashion she simply repeated her words robot-style that the local issue is what was giving poor speeds.

Anyway I asked to be put through to Billing so they could confirm the credit had been applied and I was put through to someone in Manilla who could not understand what it was I was asking for so he put me through to tech support in the UK for some reason and got through to some excellent guy in Swansea who confirmed that the local issue here would have nothing whatsoever to do with my slow speeds. He confirmed that the Indian woman had given me incorrect information.

After running a few tests, the answer was straightforward - the modem and router I was using couldn't handle 30mb speeds. The most this modem could handle was 20mb. He told me to connect the computer directly to the modem and when I did a test download, boom! A strong 20mb stream.

So instead he sent out a Superhub which he reckons will give me as close to 30 as possible. As this should sort out the problem I thought the £30 credit would no longer be necessary however I've decided to not do anything about that and keep it to make up for being fobbed off by that woman earlier and the hassle I had the other day that started this thread off.

Re: Why I hate VM's Indian tech support
 

there must be a screen they can look at to see the modems VM have dished out over the years and what speed they are good for. If the ming mongs in India can't even get that right then we have no hope. Like I said yesterday; poor troubleshooting skills. If I knew you didnt have a shub or vmng300 and was using an older modem the first thing I would do is look to see what speed it is good for. Then you try a direct connection to the modem to rule the router out as the problem.

Poor training. It is a shame that they don't take any pride in their work and seem to be quite content in lieing their asses off to everyone. You wonder why anyone even bothers rining them.

Re: Why I hate VM's Indian tech support
 

It makes me wonder if this is just part of the Virgin "experience". I sent a letter to claim compensation for train tickets to Virgin rail, after myself and my team were delayed by over 3 hours. According to Virgins passenger charter they will fully refund the affected portion of the journey for a delay of 2 hours or more. This should have been £600+ worth of tickets.

Yesterday I got a letter back with a £50 rail voucher. The letter was amazing in its contempt for their own customers: "As a company we are always looking to learn from customer feedback regarding the style and speed of our responses. Therefore we are currently trailing new ways to respond to our customers. As part of this initiative we will not be answering the specifics of your letter in this reply, in order to ensure that we are able to respond swiftly to you. While we have not fully addressed your complaint on this occasion, I can assure you that we will do all we can to ensure that whatever happens in the coming months, we will strive [to] maintain the high standards that you and we have come to expect."

It's the equivalent of a fob off by India. I'm £500 down. Though apparently you get the exact same response (including vouchers) for just moaning about the 1st class lounge not having enough coffee so 10 of them might cover it :)

Re: Why I hate VM's Indian tech support
 

There was a time when the Virgin Brand meant something good.

However nowadays, in spite of having already made so much money he couldn't spend it all even if he wanted to, Branson is still so greedy that he will lease out the Brand to any tin pot Company that can afford to line his ass pocket.

To be honest the Brand is now so devalued that it is probably good practice to give anything "Virgin" a wide berth.

Re: Why I hate VM's Indian tech support
 

Ah! You dreamer you. :angel: I hope there isn't a full moon!

---------- Post added at 20:05 ---------- Previous post was at 19:40 ----------

That would include Virgin Active who have successfully upset our gym membership to the point that 10% of them left last month. Main reasons for escape include: imposing V-bloody everything on our beloved spin, urban rebound and body pump classes; failure to consult with us about anything, including when the Coventry school half-term was; sacking trainers who allowed their classes to fall below the V-sodding membership quota, imposing a V-menu on our excellent chef, failure to respond to complaints via the V-bloody complaints system and installing the worst gym manager since Brittas Empire.

That would not include, presumably, The Virgin Mary. :angel:

But, definitely including Richard Branson, whose empire is now 'verging' on the ridiculous.

Oh! I forgot Virgin Wines, who just sent me a corker of a mystery box of mixed wines for £89. (For corker read corked.) I just attempted to drink a promising glass of wine from the Languedoc region. I always judge the quality of wine by a simple measure. If I drink a whole bottle and still want more it is a good one. On this occasion I had trouble finishing the glass.

Re: Why I hate VM's Indian tech support
 

If they are going to do stuff like that then I would gladly take them to a small claims court to recover the full cost. They'll soon learn a lesson as they'll end up spending more money by having to actually look at the complaint and then pay for solicitors etc

Re: Why I hate VM's Indian tech support
 

I use the VM forums even though it can take 3 days to a week to get a response and even then its is often a standard copy/paste response. This is still preferable over talking to the indian tech support who have never been able to help me or understand what I am telling them. You lower your expectations to rock bottom and VM still fail to meet that level.

Re: Why I hate VM's Indian tech support
 

You are so funny mr murdoch

---------- Post added at 22:01 ---------- Previous post was at 20:37 ----------

How odd that a discussion on Indian call centres turned into a lets bash the virgin brand, mmm, didn't sky's major shareholders phone tap into a number of people's phones?

Re: Why I hate VM's Indian tech support
 

Re: Why I hate VM's Indian tech support
 

Why do VM still outsource to these foreign call centres where our calls are answered by headless chickens? They are merely no more than a TAS. Surely they must be causing more grief and costing VM in terms of unnecessary replacement 'Super'hubs & engineer visits?

Are you VM boffins listening? Do you care?

Re: Why I hate VM's Indian tech support
 

Headless chickens or a human being who happens to live in India and is trying to provide for his / her family and also happens to have a degree. Oh what did you not realise that? To get a job in an Indian call centre you have to have that level of education!!

Re: Why I hate VM's Indian tech support
 

That myth has long since been debunked. It was useful when Indian outsourcing companies were trying to sell their service to the UK but most people moved on 10 years ago from falling for it.

Re: Why I hate VM's Indian tech support
 

could've fooled me.

Re: Why I hate VM's Indian tech support
 

Missing the point Russ, they are not headless chickens, they are human beings trying their best. How can a so called civilised race be so demeaning to a fellow human?

Re: Why I hate VM's Indian tech support
 

Not a myth - I have set up outsourced call-centres in Pune and Mumbai, and the minimum qual was a degree, and over a third had post-grad quals...

Re: Why I hate VM's Indian tech support
 

I think I addressed the point perfectly. You were incorrect in your assertion that a degree was required.

If I'm paying for a service I expect that service to be good. If I am able to identify a common denominator in each of the bad experiences I've had then I'll point it out. This is not an exaggeration - every time I've spoken to some from VM who was based in Asia I have come away from the call having been lied to, fobbed off or given 'computer says no' responses. Case in point, the two examples I've given in this thread.

Whatever their lifestyle is like in their own country may well be a legitimate concern. However when I'm trying to get the level of service that I'm paying for then it becomes business.

And VM using these Indian callcentres evidently bad for business as the people simply cannot provide the right level or service.

Re: Why I hate VM's Indian tech support
 

To defuse some of the feelings in these posts...

The issue is that VM employ poorly trained staff in call centres who are, through no fault of their own, unable communicate effectively with the customer base or provide an adequate triage process to pass calls onto 2nd level support.

It so happens that the call centre is situated in an area that can provide a cheap workforce that culturally like to be seen to be helpful...

http://www.kwintessential.co.uk/reso...y-profile.html

See the section "Just can't say no"

Re: Why I hate VM's Indian tech support
 

I'm sure it may be correct for some callcentre work. But not all, as was stated.

---------- Post added at 23:31 ---------- Previous post was at 23:29 ----------

Which in itself is not a bad thing - however they usually try so hard to be nice that it becomes a distraction and can detract from the purpose of the call. It's the "yes we have no banana" thing.

---------- Post added at 23:40 ---------- Previous post was at 23:31 ----------

That makes my blood boil. If it is indeed correct then they need to be firmly taught that being so evasive with the truth in our culture (ie the culture they ought to be serving) is indeed going to be seen as dishonest and untrustworthy.

I don't see why we should be expected to change the way we perceive the call when we are the customers. It is they who need to change if VM wants us to accept their service. I love how VM once said they were "spending millions of pounds training" their Indian callcentre staff about our customs and ways. Well clearly that lump of cash was not an ideal investment.

Re: Why I hate VM's Indian tech support
 

Sounds like typical VM if you ask me dude. They would rather waste millions on rubbish customer service just like they like to waste a fortune on dishing shubs out willy nilly instead of investing in decent cpe. The irony is that although VM try to economise at every opportunity, it costs them more in the long run.

Re: Why I hate VM's Indian tech support
 

They need to be firmly taught????????? Good lord this is the year 2012

Re: Why I hate VM's Indian tech support
 

their saving apparently :sleep:

Re: Why I hate VM's Indian tech support
 

I've worked in customer service roles in the past. Each time I have thrown everything I've got in to learning the business and knowing the customer. Adapting to their needs. It makes me better at my job of helping them and I view doing so as the very basics of respect and courtesy. So when I see this so blatantly ignored especially when the money I pay should be going towards training them correctly, yes I'm going to be annoyed.

Re: Why I hate VM's Indian tech support
 

Yes but you're not as stupid and incompetant as... ehmm *cough* some companies *cough*

As I've said before, there are proper ways to run off-shore call centres and there are a select few that are extremely good. It is possible to do it properly, it's just most don't...

Re: Why I hate VM's Indian tech support
 

Degree or not, anyone can end up sounding like an idiot if they are forced to use a script or specific methods of dealing with calls that leave no room for manoeuvre.

Re: Why I hate VM's Indian tech support
 

And that's the problem - it would appear that any deviation from the script is not allowed, leaving no room for initiative; if the same policies were implemented in a UK Call Centre, the same problems would occur.

Re: Why I hate VM's Indian tech support
 

And this I feel is the crux of the matter. For some reason Indian callcentre operators either refuse or are not permitted to use common sense and use discretion. I was once told it was because they still have a mentality of 'serving their colonial masters' which means instead of being there to serve us (the customer), they serve their employer which includes rigidly doing as they're told. On its own that is not a bad thing but in practical terms is leads to a lot of avoidable frustration and complaints.

Re: Why I hate VM's Indian tech support
 

To force strict adherence to a script is far more cost effective than proper training. In view of VM's past record of chronic short termism this is a more likely scenario by far.

In my dealings with VM's off shored support I have seen no evidence of the "millions" spent on training and as for University Degrees, I hear they are for sale right next to the counterfeit antibiotics from many outlets in the local Bazaar. :rolleyes:

Re: Why I hate VM's Indian tech support
 

Too true. :(

Re: Why I hate VM's Indian tech support
 

In fairness having a recognised degree normally indicates a level of academia which should in turn mean they pick up VM's tech support easier.

Re: Why I hate VM's Indian tech support
 

And indeed it does.

Back to the point of degrees... They are only a symbol of academic achievement. I am frequently appalled by the mentality of some people with "a degree" and absolutely no common sense or ability to function in the real world.

I've seen technical support departments where those with computing science degrees were totally useless and the absolute worst at their job and those with no qualifications whatsoever being the best in their department. Go figure.

---------- Post added at 18:19 ---------- Previous post was at 18:18 ----------

Even people with computing degrees can be utterly useless at computing support jobs.

---------- Post added at 18:20 ---------- Previous post was at 18:19 ----------

Tech support != academia.

The skills required in one are often not obtained in the other. Computing Science is a great example of a degree that's useless for tech support jobs, while on the other hand those with a practical networking degree from a no-name polytechnic fare miles better. Why? Because the practical networking degree teaches people how to actual making things work in the field instead of theorizing hypothetical microprocessor architectures or cluster computing message passing algorithms in a lab.

It's no use for a network support tech to know how to build a quantum computer if they can't figure out which way a network cable goes in...

Re: Why I hate VM's Indian tech support
 

`AQ

Re: Why I hate VM's Indian tech support
 

I wasn't likening tech support to academia. I was suggesting that someone with a degree is likely to have an aptitude for learning new things, such the training tech support people would require.

Re: Why I hate VM's Indian tech support
 

Some years ago my wife and I had tea in the Taj Mahal, Bombay. We got chatting to the waiter; he had a First from Pune University (where I was working BTW). He said that without a degree you wouldn't get a job in the café.

There's a billion people in India; you don't get any non-humping job without a degree. These are (in my fairly wide experience) highly articulate people with excellent brains.

So any failure is down to the scripting (and likely lack of subject matter training) and this is laid at the door of Virgin Media.

Re: Why I hate VM's Indian tech support
 

WTF


Is somebody hacking the forum because i never said...
`AQ

EHHH...
MODS ???????????

AND THAT WAS A QUOTE FROM WHAT I SAID????


BAN HIM

Re: Why I hate VM's Indian tech support
 

Reading the above, you might have posted something into the wrong thread and the mods screwed up their edit.

Re: Why I hate VM's Indian tech support
 

NOT POSTED ANY THING..


and ive copyed and posted and apparently it comes up with that name????

Re: Why I hate VM's Indian tech support
 

You posted your own quote with the magic words "carlwaring".

Re: Why I hate VM's Indian tech support
 

My quote was about my own supposedly my own quote????

Re: Why I hate VM's Indian tech support
 

I can't make sense of what you're telling us.

Re: Why I hate VM's Indian tech support
 

Moving on...

Re: Why I hate VM's Indian tech support
 

Hah.

I once knew this girl who was doing a degree in English lit, and well... Ahem. No comment. :sleep:

Re: Why I hate VM's Indian tech support
 

don't get me started. I have got a degree in microbiology and like to think of myself as semi-intelligent and I met someone a couple of years ago who mentioned he was doing a degree as well so I keenly enquired as to what he was studying (thinking it would be something academic and interesting) and he replied "football management". I had to do my best to keep a straight face.

Re: Why I hate VM's Indian tech support
 

You won't be laughing if he becomes the next Southampton Manager lol

Re: Why I hate VM's Indian tech support
 

[QUOTE=General Maximus;35501822]...... I have got a degree in microbiology and like to think of myself as semi-intelligent .......QUOTE]

Well then, you'd know best, mon General!!. LOL.

Re: Why I hate VM's Indian tech support
 

Reminds me of someone I knew who was a Doctor of religion but was allowed to use the DR title. A PhD in spirituality. It does devalue the trust one puts in the DR title when seen in the future.

Re: Why I hate VM's Indian tech support
 

I can't agree with Qtx here. You're a Doctor of Medicine, a Doctor of Philosphy, a Doctor of Religion. Nothing to devalue. Quite the contrary.

But how many of VM's Indian tech support are Doctors of anything?

Re: Why I hate VM's Indian tech support
 

So you give the same value to a medical doctor as a doctor of religion?

Where did I say VM Indian tech support are Doctors of anything?

The point is a title or qualification is not universally at the same level. Be it a doctorate or degree.

Re: Why I hate VM's Indian tech support
 

Yes in cases other than medicine and science. And just to drag this back on topic again, as I would if that person had a degree in IT. But as Hugh suggested if they are not permitted (or willing) to go off-script then having the degree itself will be of little benefit.

Re: Why I hate VM's Indian tech support
 

Doctors of spouting BS? :)

Re: Why I hate VM's Indian tech support
 

Just keeps getting better and better.

We were told a superhub would arrive today, I stayed in all day and...yep you guessed it, it did not arrive. Rang VM tonight only to be told the agent who said he'd sent it and would be with me today had no right to do so as it hasn't even been dispatched yet and would take 3 to 5 days.

What the hell is wrong with this stupid company??

Re: Why I hate VM's Indian tech support
 

did you give them your mobile number so they can text you the tracking number, ETA etc.

Re: Why I hate VM's Indian tech support
 

No, I wasn't even asked for my mobile number.

Re: Why I hate VM's Indian tech support
 

call them again and speak to retentions instead of offshore. just say theres an order on my account could you please add my mobile number so the tracking number and ETA can be sent to me.

Re: Why I hate VM's Indian tech support
 

you answered your own question :erm:

:)

Take thenry's advice and refuse to deal with the Pune muppets by going straight to retentions. I know you shouldn't have to, but in reality it is the only way to get some proper support from VM.

Re: Why I hate VM's Indian tech support
 

And what a surprise - the superhub arrived just now. All set up and working, a good and constant 30mb signal. Happy at that but not so at the left hand constantly not knowing that the right is doing.

Re: Why I hate VM's Indian tech support
 

Long may that continue :cool:

Re: Why I hate VM's Indian tech support
 

Keep everything crossed Russ, I hope it lasts. Post your tbb monitor :). (In the correct thread, of course :D).

Re: Why I hate VM's Indian tech support
 

OMG! I used to work for VM and even I used to hate calling the offshore agents.

Re: Why I hate VM's Indian tech support
 

:D

Re: Why I hate VM's Indian tech support
 

I've seen this happen.