Thanks VM
 

A quiet Saturday in downtown Bham and suddenly out went the tv AND THE bb - drat.

MIL watching Celebrity Masterchef just as they're about to name the winner, not a happy bunny. With sinking heart call customer service, joy of joys get the home based call centre.

No silly questions, let's just get on with sending down a signal - no joy - OK we'll get an engineer out, but before the details can be sorted, disaster - the phone goes out too!

OK - try on mobile - this time get the outsourced call centre - Sorry VM they have no idea - please bring it all home to the UK.

Anyway rumble off mumbling and muttering to rig up freeview box. About an hour later all comes back on - Ah, well done VM, try and call to cancel engineer, outsourced again - and they have no idea...... Oh well I tried to avoid wasting an engineer's time.

Today, VM call me to explain it had been a grid power outage that had effected the local area, backup batteries had kept the phones going but only for a short while and did I still need the engineer?

Now I've no doubt the call was in VM's interest, but at least they had the courtesy to ask and explain the problem - so thanks VM.

Now if you could bring the call centres home and sort out the traffic shaping, you'd be perfect......;)

Re: Thanks VM
 

I just love happy endings.. :tu: to VM, the follow up phonecall is a magnificent touch to make customers think you care about them.
Steady on... let's not get too carried away...:)
It would be an enormous step in the right direction though.

Re: Thanks VM
 

Credit Were Credits Due!!!

I have had 2 issues in the last week:

1st:Tuesday 4pm, BB, went down spoke to a nice guy called Nitesh (Indian) issue resolved in 7 mins, only thing that pi**ed me *ff was 0.25pm & 0.10pm connection charge on 0906 number! But Sorted!!:D;)

2nd: Thursday 4:30pm,TV, Old Pace box called it a day I spoke with nice lady on 151 (free) Gillian, some sort of return path error, after doing her checks arranged for engineer for today 12-4pm.

Engineer turns up @ 2:05pm, does his checks confirms box f***ed, brings in new Samsung by 2:25pm, all working new V Box installed all channels up & running. Great Job!!:D;)

In 14 years with Bell Cablemedia,Cable & Wireless,NTL: & Virgin Media I have only had 4 times of complaint & all resolved in good time, most serious was when Pace Box went & lost my Asian Pack Channels for 10 days because of Tech issue's when the brought the new billing/service system (Telewest) for NTL: customers & it went all t**ts (Hits Not Working) up but I was given 1 & half month free TV service.:D

So Credit Were Credits Due!:D;)

Re: Thanks VM
 

Have to say that I've had a couple of billing issues recently so sent an e-mail explaining the situation (with little hope based on some threads here). I was contacted within 24 hours by phone and have to say I've been treated very well and offered a fair deal in compensation. Can't really fault after sales in my experience.
Jim

Re: Thanks VM
 

Battery backup!! you,lucky,lucky barstool,(said in a life of Brian style,man in the prison, hanging on the wall).