Quote:
Originally Posted by B3rti
the main reason is we are a comms company with a real major problem with communicating to other departments, since we merged with The ever so aweful NTL things have changed for us, it seems the company likes the ntl way, good luck to them. i can only but appologise to all telewest customers that have to speak to the berks at ntl. virgin media looked great and exciting but let me tell you its still the same, we have too many billing systems that are confusing, as an ex-telewest employee we had 1 database thats why we were able to deliver excellent service now we have ntls billing side and im not surprised in th slightest that problems are arising people being routed 7 to 8 times because they have re-routed the call tree but gave mediocre training on the new billing systems but you want to know why customers are getting routed because we attempt to pass them to the specific call tree for there dept but guess what its our dept, and we are restricted from using the web based billing system called SABS. i really really hope someone from main management virgin media will read this and realise the merger with telewest, ntl and virgin will destroy the company. keep bumming of the ntl way and i hope you get the ntl name rubbed over everything, we should start saying 'welcome to virgin media, how can we **** u off today'
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Ive got a simple post about your comment, im disgusted with you. I feel ashamed to work in the same company as yourself as your post is most definately not the Virgin way. My advice is if you cannot say anything constructive or positive then say nothing at all. It is comments like yours that give companies a bad name and you cannot blame everything on management. EVERYBODY within the company has a part to play and it will take time for things to change, that is just plain obvious.
I can however state with certainty that with an attitude like yours you will not enjoy working for VirginMedia and will therefore not be around for much longer, and that my dear friend can only be a good thing for customers.
In regards to the original post, mistakes happen, sometimes again, but we as a company are learning from mistakes of past and constantly trying to rectify and improve on the way we do things.
I remember once I received the exact same letter as you did from a couple of years ago in an almost identical situation and you know how it was resolved, I was calm, collected and phoned customer services where it was resolved. Now, yes the 1st person I spoke to did not manage to sort it out but the 2nd person did, and the only reason I can think of is in the grand scheme of things this type of error doesnt happen all that often so maybe they didn't have experience, which is why the 1st person couldnt help me.
At the end of the day, there are more important things in life and most certainly more important things going on the world, just take a step back, relax and it will get dealt with.
Shaun