UK call centre
 

Can anyone tell me what times I can get through to the UK based call centre please?

I tried to resolve a problem last evening and again this morning, both times I got through to India.

My problem is I called yesterday morning and asked for Premier Sports to be removed from my account and was told my January bill would be £X.

Late yesterday evening I received an e-mail stating PS was being removed from my additional box and my January bill would be £X + 38.

This morning the CS rep listened to what I said, then said 'you want Sky Sports removed?'

At this point I asked where she was based, was told India and I politely ended the call.

If I wanted to talk to India I would ring a take-away!

Apologies for the rant but have to get it off my chest to someone

Re: UK call centre
 

I too would be interested to know the answer to your question as it's only set to get worse:

http://www.cableforum.co.uk/board/sh...php?t=33705647

According to some folks, there are no issues with these offshore call centres, though I suspect in a lot of cases it's a case of tip toeing around and wanting to be seen to be PC.

Re: UK call centre
 

Casual racism is never going to get you help!

Re: UK call centre
 

Some of the Indian workers are very good and very polite. Fixed my box by sending a signal down and adding sky movies on then it didn’t work as part of VIP package so I was happy.

Some I struggle to understand and they must struggle to understand me which can be frustrating. So it is hit and miss

Re: UK call centre
 

Cannot anyone answer the question?

Re: UK call centre
 

Nice straw man argument there, Richard...

Your suspicions provide an enlightening insight into your views...

Here's a handy rule of thumb (as supplied by the author Neil Gaiman) - every time you use the phrase "politically correct" or "PC" (unless, of course, you are referring to a Personal Computer or a Police Constable ;) ), change it to “treating other people with respect”.

I know what you’re thinking now. You’re thinking “Oh my god, that’s treating other people with respect gone mad!” :D

Re: UK call centre
 

Prime example of over sensitivity I think.
We are here to help, not play the PC game.

Re: UK call centre
 

There's nothing wrong with treating people with respect and i've never said otherwise :confused:

---------- Post added at 19:08 ---------- Previous post was at 19:05 ----------

I'm afraid I can't, but in the past I have seen VM employees give the best time to call to increase the likelihood of getting through to the UK....if only I could remember when this was!

Hopefully one of them will see this thread.

Re: UK call centre
 

Its nothing to do with 'PC' its not a nice thing to say at all. I deal with customers daily who call and say similar things like Glad I am speaking to an English person or i hate speaking to those foreigners.

I do point out that I am actually Scottish and even some colleagues get hit with I can't understand you, I want an English person when they here the Strong Glasgow accents.

Re: UK call centre
 

Go through all the phone options, and take 'Thinking of leaving us'. It will get you through to a UK based call centre.

Re: UK call centre
 

Thanks for that

Re: UK call centre
 

1 > 1 > 4 > 5 last time I rang ;)

Re: UK call centre
 

Funny that isn't it?

I'd gladly pay more for a service if I knew it didn't come with Indian callcentres. I dread ever having to call Amazon's customer "service".

And before it gets suggested that I'm racist, my son is half Indian.

Whenever I've had to call VM tech support my heart sinks if the call gets picked up in India. I can say categorically I have never had a tech problem sorted when I was put through to someone in India.

Never had an issue when I get through to the UK.

Re: UK call centre
 

You're right about Amazon I had a saga with them a few years ago. Scripted nonsense that didn't address the issue at all and left you back at square one.
It's not just Indian centres that are a problem, it's any where English isn't the first language or where scripts have to be adhered to (which usually equates to poor training). Some English call centres (BT spring to mind) leave a lot to be desired also.

Re: UK call centre
 

Good thinking, this is what I shall do in future to avoid the foreign call centre. They often only serve to make a bad situation worse.

---------- Post added at 21:20 ---------- Previous post was at 21:14 ----------

Amazon say that they aim to have the best CS in the world, yet in reality their staff are an utter (unfunny) joke.

Re: UK call centre
 

Well it appears Premier Sports has disappeared immediately from my package, but I'm still being charged for the notice period.

Indian call centre strikes again.

I will need to ring again when I can.

Re: UK call centre
 

Not good mate, I know what you're talking about, just be wary of the pc brigade....:rolleyes:

Re: UK call centre
 

This may be a stupid question of mine but isn't this what's meant to happen?

As in I know with the normal packages you have to give the months notice and as you technically received that service you are subsequently charged and billed for that service?

Or am I missing something here?

Re: UK call centre
 

Yes you are - in the post you have partly quoted, I also said my ability to view this channel had been removed immediately instead of after the 30 days notice period.

This is why I am paying for something I am not able to use - this is wrong!

Re: UK call centre
 

Don't we pay in advance and not in arrears?

Re: UK call centre
 

I know what you mean, I was expecting an important text in the early hours of this morning. I rang Virgin Mobile and was immediately put through to Broadband CS!

When I asked her to put me back onto Virgin Mobile, she said she couldn't as they had closed at 10pm!

When I said that I had just been speaking to them and it was them that had transferred the call, she continued talking nonsense.

I ended up terminating the call and dialling them myself, they really are a nuisance.

Re: UK call centre
 

Whilst being exceptionally polite of course.

Re: UK call centre
 

Thought of this post at lunchtime whilst listening to the Radio 4 programme 'You and Yours'. They featured a case where a customer rang them to see where his item was and they insisted it was showing as delivered, which he disputed.

Shortly afterwards he started receiving coded death threats from them via email. When he rang them to complain, they just treated it as if it was a routine query!

He said that he didn't believe that she understood the seriousness of what he was saying and asked her to repeat what he'd said back to him and she put the phone down!

I'm afraid I would have contacted the police.

It does beg the question as to how safe our private details are with these offshore call centres. After I gave a CS rep a poor rating, she had the cheek to ring me to complain!!

When I said that this was not appropriate it later transpired that she'd closed my account out of spite, though it was sorted out after I complained,

Mysteriously the card details (that I only use for Amazon) were then used by someone to try and order goods in my name to be delivered in London, but thankfully I put a stop to it as I regularly check my credit report.

I know from people that have worked in call centres in the UK that security procedures are put in place eg they aren't allowed to have pens and paper whilst working, but our private details seem to be fair game with some of these people.

Re: UK call centre
 

I bought a hdmi to scart converter off the internet. It did not work so I arranged to send it back (thought - I must check I got my refund).

I bought one from a different company, which worked without any problems.

I reviewed the original purchase - not very favourably as you might expect.

The company had the cheek to email me asking me to change my review, which of course I didn't.

Re: UK call centre
 

Ebay?

Re: UK call centre
 

No amazon

Re: UK call centre
 

I bought a power lead that didn't arrive from an Amazon 3rd party seller. After they started messing about refunding me I posted a review to warn others.

They then sent me a poorly written email saying that they had stopped the refund until I changed my review!

I wrote back to say I wouldn't be changing my review, that they would be refunding me (which they did) and that I'd be reporting this breach of rules to Amazon.

Reply after reply from Amazon kept reassuring me that my refund had been processed, it took about five emails to get them to deal with what I was writing about and I received a voucher for the inconvenience.

These foreign call centres really are a nuisance, but more worryingly they are gaining access to our name, address, bank details etc.

Regarding the ones at VM, they are now even sending out deadlock letters! I've received one that looks like a child has written it which doesn't make sense. I rang them to say I wanted another one that was written professionaly, was told some rubbish about them not being able to do that. I then said I'd send it to the CEO for his comments.... suddenly they were then able to do as I had asked, so we'll have to see what turns up. I can't abide them.

Re: UK call centre
 

Always request any refund through Amazon directly for non-Amazon vendors. Amazon will refund you right away, having seen your dialogue with the vendor.
I generally deal only with Amazon but last year, two out of three non-Amazon vendors failed to deliver. I now only deal with vendors who fulfill through Amazon.

Re: UK call centre
 

Thanks, I'll do that in future.

Re: UK call centre
 

Not sure what the last few posts have to do with virgin.however I always use PayPal when ordering any were on line

Re: UK call centre
 

As the discussion progressed it transpired that it's not just the VM foreign call centres that are a problem.