Thread: Complaints to Virgin Media. How not to do it.
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Old 07-12-2009, 13:50   #89
Flyboy
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Re: Complaints to Virgin Media. How not to do it.
Quote:
Originally Posted by Moldova View Post
No Customer Service Representative should shout at you and if they do they are in the wrong vocation.

But if if you shout at me and use abusive language then I will advise you that unless it stops that I will have to close the call, and if that happens full notes are then left as to why the call was closed ( without the swear words )
But this is used far too often as an excuse to terminate a difficult call. Saying things like "damn," or "bloody," or at times of extreme frustration, "dear god," should not be used as excuses for ending a call. Given my example above, where I was asked to talk louder and then have the call ended because he accused me of shouting, is hardly what his rule is for. It doesn't reflect well on those who are more competent and diligent, nor does it bode well for the next time I am confronted with an officious idiot.

It was noted on an account with a very poor service electrical store that I swore at the previous call handler. This was totally untrue and it took some weeks to get it the false data removed. In fact, it was noted by the ICO that this sort of data is probably irrelevant and should not be held.

---------- Post added at 12:50 ---------- Previous post was at 12:43 ----------

P.S. Why is it that when we want to talk to a manager (especially if it is to complain about the call handler), every manager in the entire country is in a meeting, every single time.

This is extremely frustrating, especially when you know the call handler is lying. Why do we get told that when we want to talk to someone in the UK that it is impossible, because they don't have the facilities to transfer calls to the UK, but when we called the previous or next week we get transferred?

Then there is the callbacks. Seventy-two hours for someone to call back when you need the issue resolving there and then. Do they have so many complaints that it takes three days to deal with them. Or is that they hope that within three days you have forgotten about your complaint? I have never, ever had a callback from VM, Three, Orange, Sky, BT, or my bank; despite their promises that "this" time they will definitely, absolutely, without fail call me back.
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