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tomo · 22-03-2008, 12:29

I for one have been impressed with the quality of the tech support since the move to 0871, the calls are answered quickly, and the staff are knowledgeable. I think opening the floodgates by offering "free" support again is a retrograde step in terms of service quality. The 10p/min charge on the 0871 number is enough to make people think twice and do all the common-sense checks before they call up.

If they do go ahead with the free number, I would support the idea of a 2nd "premium" number, maybe billed at 10p/min or 25p/min, where calls are put at the top of the queue, and possibly directed senior or more knowledgable staff. I would much rather pay some money and get a good prompt service, rather than spend 30mins in a queue and not get a effective service or an answer to my problem at the end of it.

It's probably a no-brainer for them to offer a two-tier service with a modern call centre application.

I do sometimes wonder about the number of tech support phone number changes there have been over the years in the transition from dial up to broadband and from ntl to virgin. I think this will be the 9th change in about as many years. Nice to have some more inconsistency!

Just my 2p. I wonder if anyone from Virgin Management reads this stuff??!!

22-03-2008, 12:29	#37
tomo Inactive Join Date: Mar 2008 Posts: 4	Re: Free Tech Support Is Back I for one have been impressed with the quality of the tech support since the move to 0871, the calls are answered quickly, and the staff are knowledgeable. I think opening the floodgates by offering "free" support again is a retrograde step in terms of service quality. The 10p/min charge on the 0871 number is enough to make people think twice and do all the common-sense checks before they call up. If they do go ahead with the free number, I would support the idea of a 2nd "premium" number, maybe billed at 10p/min or 25p/min, where calls are put at the top of the queue, and possibly directed senior or more knowledgable staff. I would much rather pay some money and get a good prompt service, rather than spend 30mins in a queue and not get a effective service or an answer to my problem at the end of it. It's probably a no-brainer for them to offer a two-tier service with a modern call centre application. I do sometimes wonder about the number of tech support phone number changes there have been over the years in the transition from dial up to broadband and from ntl to virgin. I think this will be the 9th change in about as many years. Nice to have some more inconsistency! Just my 2p. I wonder if anyone from Virgin Management reads this stuff??!!