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Ignitionnet · 28-02-2009, 21:10

Much as I hate misusing the Newsgroup guys as '1st line' support better to use them and get issues resolved than to waste my time with the guys in India. Every time I've spoken with the tech support agents in India I've always ended up having a disagreement with them, from them saying that even though my STB was transmitting at 61dBmV it was all fine because it was connected (for the first time in a while) through to my most recent entertainment with them, a simple password change to fix my non-functional self-care and that took 3 calls...

They are abysmal and clearly not really trained in any technical way. They are trained in a bit of customer service and run through flowcharts, they have no idea what they are actually supporting nor how it works.

They are bluntly a liability, they waste customer's time, lower customer satisfaction levels within Virgin Media, and need to either be much better trained or support needs to be brought back onshore.

Someone needs to get through to VM in no uncertain terms that offshore support at its' cheapest does not work, this isn't just my opinion this is official and proven both by studies into customer satisfaction and value along with companies that have brought support back to the UK after finding it a false economy to outsource.

That they had the gall to charge for this at one time is absolutely astounding.

28-02-2009, 21:10	#64
Ignitionnet Inactive Join Date: Jun 2008 Location: Leeds, West Yorkshire Age: 47 Posts: 13,995	Re: What I've got against VM's Indian callcentre Much as I hate misusing the Newsgroup guys as '1st line' support better to use them and get issues resolved than to waste my time with the guys in India. Every time I've spoken with the tech support agents in India I've always ended up having a disagreement with them, from them saying that even though my STB was transmitting at 61dBmV it was all fine because it was connected (for the first time in a while) through to my most recent entertainment with them, a simple password change to fix my non-functional self-care and that took 3 calls... They are abysmal and clearly not really trained in any technical way. They are trained in a bit of customer service and run through flowcharts, they have no idea what they are actually supporting nor how it works. They are bluntly a liability, they waste customer's time, lower customer satisfaction levels within Virgin Media, and need to either be much better trained or support needs to be brought back onshore. Someone needs to get through to VM in no uncertain terms that offshore support at its' cheapest does not work, this isn't just my opinion this is official and proven both by studies into customer satisfaction and value along with companies that have brought support back to the UK after finding it a false economy to outsource. That they had the gall to charge for this at one time is absolutely astounding.