[BenMcr]

Originally Posted by info4u

Quoting you:
Its not the agents call to remove the call baring, its the agents call to enquire with the NTC and thats is where the agent phones throught and asks the NTC to push it throught the switch board, it is the NTC who authorise it.

It's not the NTCs call either. They are an administration team who process requests recieved by them. No request, no action.

Do you realise how inexperianced you sound mate?

I don't really care what you think of me. You, so far, have come across as what me and my collegues would describe as 'A Nightmare Customer'. You have ignored letters from Virgin, have tried to get agents to do stuff they are not authorised to do, and when they refused, tried to get their managers to do it (After getting them to drag one out of a meeting!)

Applying a £10.00 credit for a LPC is down to the agent

There are strict rules on when a LPC can be applied. No discrection involved

Applying a £25.00 GWG for inconviences

Virgin do not offer compensation or GWG. They will credit for loss of service or specific charges (i.e. BT install fee) where appropriate.

Removing a NPD and applyinmg an extention by Credit Services

Again, there are rules on where that can be done. It specifically CAN'T be done where the restriction is due to High Usage

Customer Relations applying a GWG of a free upgraded service
the list goes on...

Customer Relations have a specific set of bundles, just like the rest of the business. Some may offer a high service at the same price, in return for a new contract, just as some of the normal bundles do. They cannot and do not offer 'a free upgraded service'

One of the things that will always be taken into consideration when trying to save a customer is....

a) Length of service
b) on time payments
c) scenario customer is advising
d) monthly cost of services

In order to help determine how far they shoudl bend over backwards to show they value that customer whilst keeping a fair service to other customers not just the one in question

All true, but that will only be done within company policy and procedure

The process is a guideline due to the complex variety of scenarios and situations customers face on a day to day basis, therefore on occasions discretion is used.

The process is what the company has authorised agents to do. It is part of their job. If the agent that you spoke to that took the payment had treated it as such, rather than 'a guideline' it likely that the restriction lift would have been requested much sooner.

Therefore explaining this system helps reduce the NTCs workload by having an automated system helping them focus on other areas of the departments business. However in special circumstances (IE A COMPANY SCREW UP) then they can put it forward sooner.

Yes they can, but if the correct policy has not been followed and no previous request has been sent them, they usually won't. Specifically this is to stop people phoning/e-mailing them asking them to do it 'just this once'. Times that across the number of agents and customer Virgin have and 'just this once' becomes a lot of times!

I am sorry if I come across as uncaring or pedantic (or anything else), and I really do appreciate the sitaution, but you did yourself absolutely no favours at all by trying to 'know' what Virgin could do for you.

Telling people how to do their jobs is never going to help things go smoothly!

Oh, and see how everyone now knows the situation without the need of the recorded calls on Youtube?