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Raistlin · 16-08-2009, 12:05

I suspect that they're reluctant to offer official help through their forum because they know that so many people hate having to deal with (some of) the telephone support agents, most of whom (I say most, not all) seem to give an extremely poor level of service, that the forum would soon become overwhelmed and the 'phone lines would all go quiet.

I'm guessing that if they chose to provide proper support through their forum they wouldn't be able to off-shore it, so that would also put additional stress on the UK agents.

In short, they can't win - they're spending money providing a service that can't possibly have any tangible benefits either for the company or its customers. They'd have been better spending the money improving the services they offer, or the infrastructure they use to provide them, and leaving the 'support' to sites like CF.

16-08-2009, 12:05	#160
Raistlin Inactive Join Date: Feb 2004 Location: There's no place like 127.0.0.1 Services: Depends on the person and the price they're offering Posts: 12,384	Re: Virgin launch Customer Forum I suspect that they're reluctant to offer official help through their forum because they know that so many people hate having to deal with (some of) the telephone support agents, most of whom (I say most, not all) seem to give an extremely poor level of service, that the forum would soon become overwhelmed and the 'phone lines would all go quiet. I'm guessing that if they chose to provide proper support through their forum they wouldn't be able to off-shore it, so that would also put additional stress on the UK agents. In short, they can't win - they're spending money providing a service that can't possibly have any tangible benefits either for the company or its customers. They'd have been better spending the money improving the services they offer, or the infrastructure they use to provide them, and leaving the 'support' to sites like CF.