Quote:
Originally Posted by Nopanic
Alex will take it very seriously .. and processes are there for a reason. If a process is at fault then feedback from our customers is the only way we find out.
The team Alex has asked you to contact are very good, I've worked with them a lot and they have an exceptional grasp of customer care and problem ownership. Sadly you have experienced something we hope never happens to any customer and believe it or not, there are many people in VM that spend their days trying to avoid poor customer care like this, Alex being one of the top.
I feel it is important to remember that we deal with thousands of calls and faults a day and the number of problem we see is minimal, this doesn't excuse your experience in anyway and I hope VM are able to turn this around for you.
Thanks for posting it.
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Thanks and I understand that entirely, I'm often the person dealing with complaints myself in my job. It's not the 99%+ that go right it's the ones that go wrong that cause discussion.
Perhaps if there was a customer service option via the 150 number for people to raise issues like this it wouldn't have required public discussion. Ringing the service line again and again is almost the perfect way to cause frustration and annoyance.
But thank you for responding and hopefully there will be some sort of change in the way some queries are handled going forward.