Quote:
Originally Posted by adzzzbatch
Oh nothing that we don't already know sorry. She says the hardware is great the software/firmware is being improved every week with any glitches being found are removed with the next update
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Weekly updates on the TiVo box huh? Goes to show you where VM's priorities lie. Why can't they manage the same on the broadbands CPEs? If anything I would have thought TiVo firmware would be harder to compile/develop, what with the more extensive GUI etc.
Quote:
Originally Posted by Stevie1961
Well, I've just been stunned by a loverly retentions representitive.
Dialed 150, got through to regular call centre and was told I had to pay £30 activation and £10 a month more on my bill, because of my loyalty discount.
I asked to be put through to retentions and was refused. Dialed back and got through to retentions, They asked if I had recieved a letter and I told them yes, the letter stated "at no extra cost". I was put on hold and the lady came back to me after a few seconds and said "I can do that for you, some letters were sent out wrongly, I am sorry.
To cut a long story short, I've had a free upgrade to 30mb, Free super router and keep my loyalty discounts.
Happy days
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Classic VM customer service. As ever, persistence is the key: don't be fobbed off, keep pushing until you get as close to what you want or better still. What one rep says is gospel is often refuted by another: seems to depend not only on the person, but also the region the person is in.
You see, this outsourcing of call centres is probably causing more headaches than companies realise. Might even work out to be a false economy, who knows? I can't see the process continuing forever, seeing as it has a pretty shoddy track record overall.