Quote:
Originally Posted by ultimate
Just to say a few words about these call centres, sometime, I think they might not lie knowingly, in my opinion, they just do not know what they are talking about. In my case since last Aug, I have been getting very bad peak times speeds on my 4Mb via STB connection, so I complained a number of times to VM, then an Indian woman phoned up and say moving to 20 Mb with a modem might solve the problem and she said I will be paying the same cost as before, i.e. £25.
Then it was installed, speeds just as bad, but at least in the off peak hours I am getting a much faster speed. The the first bill came and it was £37, phone VM and they say they found nothing on file to say I am paying the same as before, BUT... she is willing to give me a discount on my TV and phone.
Then a few days later I have a letter from VM welcoming me to the "new" contract!! I phoned them and say this is not a new contract and this time the call centre was in UK, a young man said the VM woman before shouldn't have given me a discount at all, since I am not willing to pay £37 so he put me back on 4mb and assured me this is not a new contract.
A few days later another UK VM person phoned me and said this young man (from the 3rd call) was talking rubbish, I was put back on 20mb immediately paying £25 only.
So you see, most of the call centre persons needs retraining.
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That's absolutly rediculous. I used to work for Barclaycard and i thought that was an unprofessional company, but VM are taking the ****.
You'd think the company would be smart enough to have all of their staff (especially UK) trained and informed on all of the same procedures, offers and their means of authority. Absolutly disgusting. It seems some segment of them are going about their business willy nilly not knowing a thing.
Rule 1 of customer service: have your staff fully up to date on services offered and limits of authority.
Dispicable.