Cable Forum - View Single Post - Exceptionally Angry at VM

Stop It · 09-02-2011, 18:02

Good evening all.

I just have been on the phone to a "supervisor" at VM, who basically refused to accept anything I said regarding my account, and frankly, I need a bit of help as to escalating a query to the CEO's office.

I rang VM, as the last time I tried using the website to place an order (For a V HD box) it went wrong, so as an XL Broadband customer, I asked for the Superhub, which currently shows as FOC, to upgrade to 30Meg broadband.

When the operative said it would cost £30, I queried this, as there is no one off charge listed on the website. When his response wasn't exactly great, I decided to also ask about the V HD box that is on my account online, but according to him, didn't exist. When his response was the typical non reply, I asked to speak to a supervisor, then things went wrong.

Basically, I was called a liar, saying that despite me, months ago, putting an order on the system for a V HD box when they were free, that such an order doesn't exist, and that although that is reflected online (It says in additional services that I have a V HD box), that I have never contacted them on this regard (Which, is incorrect).

After a 50 minute phone call, in which my patience and good faith were severely tested, I got nowhere, and worse, was disallowed from being forwarded to a Manager, or an alternative agent/retentions. Basically, I was being fobbed off on every turn and being told that after 3 1/2 years of custom, that I am a liar and that I shouldn't be given something that I ordered, even as a good will.

Of course upon request I was denied full disclosure of the details of the call (to take to the CEO's office) and was told that because I was "not willing to discuss my account further" that I would be cut off. I ended by requesting a call back from management that frankly, I know I will not receive. Is there anyone here who can help? If only to direct me as to what recourse I have for such appalling service. I know the VM guys here are diamonds, yet why is it any time I try to get a decent service level, I end up wanting to end my account?

Thanks all.

Lee

09-02-2011, 18:02	#1
Stop It Inactive Join Date: Apr 2004 Location: Biggleswade Age: 41 Services: VM Vivid 200 VM XL TV & Sky Sports VM Phone Posts: 895	Exceptionally Angry at VM - Help Required Good evening all. I just have been on the phone to a "supervisor" at VM, who basically refused to accept anything I said regarding my account, and frankly, I need a bit of help as to escalating a query to the CEO's office. I rang VM, as the last time I tried using the website to place an order (For a V HD box) it went wrong, so as an XL Broadband customer, I asked for the Superhub, which currently shows as FOC, to upgrade to 30Meg broadband. When the operative said it would cost £30, I queried this, as there is no one off charge listed on the website. When his response wasn't exactly great, I decided to also ask about the V HD box that is on my account online, but according to him, didn't exist. When his response was the typical non reply, I asked to speak to a supervisor, then things went wrong. Basically, I was called a liar, saying that despite me, months ago, putting an order on the system for a V HD box when they were free, that such an order doesn't exist, and that although that is reflected online (It says in additional services that I have a V HD box), that I have never contacted them on this regard (Which, is incorrect). After a 50 minute phone call, in which my patience and good faith were severely tested, I got nowhere, and worse, was disallowed from being forwarded to a Manager, or an alternative agent/retentions. Basically, I was being fobbed off on every turn and being told that after 3 1/2 years of custom, that I am a liar and that I shouldn't be given something that I ordered, even as a good will. Of course upon request I was denied full disclosure of the details of the call (to take to the CEO's office) and was told that because I was "not willing to discuss my account further" that I would be cut off. I ended by requesting a call back from management that frankly, I know I will not receive. Is there anyone here who can help? If only to direct me as to what recourse I have for such appalling service. I know the VM guys here are diamonds, yet why is it any time I try to get a decent service level, I end up wanting to end my account? Thanks all. Lee