Thread: Superhub customer service nightmare
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Old 13-02-2011, 11:59   #29
Nopanic
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Re: Superhub customer service nightmare
Quote:
Originally Posted by Irexes View Post
Keep my connection running and I'm happy. Tell me I have to go without for 6 days when there's a perfectly viable way of keeping me connected and I'm not.

I don't care what the internal difficulties are because it isn't my problem. I'm sure the Virgin customer charter doesn't say "Do what the customer wants unless it's a bit difficult".

It didn't take several days lead time it took 5 minutes.

I was told something couldn't be done, unambigiously and repeatedly and it could.


I don't think you understand what good customer service is. I'm not a testbed to work out problems. I'm someone paying for a service.

---------- Post added at 12:49 ---------- Previous post was at 12:44 ----------



Faults happen, the process I'm referring to is the one that left me without a connection.

And the "fixing it" involved being asked to change settings that had as much chance of fixing the fault as opening the window of a car would fix a broken fanbelt.

You experienced bad customer care, there's no question and in your case, there was the option to put the old modem back, which isn't always the case. Rather than confuse things the agents are given a set of instructions to follow, the way they word their replies to customers, is not scripted so confusion does happen.

If the process had been followed correctly the agent would have called through to 2nd line who would have raised this to the IT department to fix it. The fact that the issue is a loss of service is noted and a return expected (within working hours) basically the same day.

The situation now, is you do not have your upgrade, which is a failure.

---------- Post added at 12:59 ---------- Previous post was at 12:57 ----------

Quote:
Originally Posted by qasdfdsaq View Post
Well given the fault here was with the Superhub, you don't need it to be used to send out a replacement. That was already being done before the old modem was reactivated.
Ok, assuming that is wasn't possible to fix internally then the call should have ended with either a tech being booked to get a modem out ASAP or customer care making changes to the service tier (as they did).

The problem is agent education here and I would suggest you contact VM to make it known.
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