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Stuart · 13-07-2009, 00:34

I dunno, Indian call centres can be funny sometimes..

A couple of years ago, I booked some tickets to visit relatives in Chester on the trains, Unforetunately, for some reason when I picked up the tickets at Euston, the machine only printed 2 singles despite me ordering returns. There were 2 adults travelling..

So, not having time to go and complain at the ticket office (and seeing as the tickets were bought through thetrainline.com, I doubt I would have got anywhere if I did), I phoned Virgin when I got to Chester. The call centre person I spoke to (a very nice Indian man) cancelled the original returns and issued new ones for me to go and collect at my nearest ticket machine.

When I asked my family if there were ticket machines at Chester, they didn't know, so I asked the man on the phone. He said he didn't know (he *should* have been able to look this up) so I asked him if he knew if there were any in nearby stations. He said "There might be, but being in Mumbai, I have no idea what is near Chester".

As it happens, the ticket machines at Chester were not working, so seeing as we had to change at Crewe anyway, we just picked up the tickets there.

I have to admit that while I personally don't like the idea of foreign call centres and have had some terrible experiences with them, as long as the person on the other end of the phone sorts out my problem, I don't care what country they are in.

That said, they are not perfect. One example of an interesting situation I had was just after my mum died. There was a massive discrepancy between the statement for her online account printed at the branch (just after her account was frozen) and the final printed statement.

I eventually sorted out the problem, but not until I faffed around a lot. Basically, the Abbey's Indian call center told me that I needed to speak with the branch, and the branch staff told me that by printing the statement they'd already done more than they were allowed to, and I'd need to deal with the Call centre. I looked at the terms and conditions of the accounts, and the branch were correct.

13-07-2009, 00:34	#23
Stuart - Join Date: Jun 2003 Location: Somewhere Services: Virgin for TV and Internet, BT for phone Posts: 26,546	Re: Virgin Media call centers I dunno, Indian call centres can be funny sometimes.. A couple of years ago, I booked some tickets to visit relatives in Chester on the trains, Unforetunately, for some reason when I picked up the tickets at Euston, the machine only printed 2 singles despite me ordering returns. There were 2 adults travelling.. So, not having time to go and complain at the ticket office (and seeing as the tickets were bought through thetrainline.com, I doubt I would have got anywhere if I did), I phoned Virgin when I got to Chester. The call centre person I spoke to (a very nice Indian man) cancelled the original returns and issued new ones for me to go and collect at my nearest ticket machine. When I asked my family if there were ticket machines at Chester, they didn't know, so I asked the man on the phone. He said he didn't know (he should have been able to look this up) so I asked him if he knew if there were any in nearby stations. He said "There might be, but being in Mumbai, I have no idea what is near Chester". As it happens, the ticket machines at Chester were not working, so seeing as we had to change at Crewe anyway, we just picked up the tickets there. I have to admit that while I personally don't like the idea of foreign call centres and have had some terrible experiences with them, as long as the person on the other end of the phone sorts out my problem, I don't care what country they are in. That said, they are not perfect. One example of an interesting situation I had was just after my mum died. There was a massive discrepancy between the statement for her online account printed at the branch (just after her account was frozen) and the final printed statement. I eventually sorted out the problem, but not until I faffed around a lot. Basically, the Abbey's Indian call center told me that I needed to speak with the branch, and the branch staff told me that by printing the statement they'd already done more than they were allowed to, and I'd need to deal with the Call centre. I looked at the terms and conditions of the accounts, and the branch were correct.