Cable Forum - View Single Post - Exceptionally Angry at VM

Stop It · 26-02-2011, 14:26

Well then, a little update.

After deciding to try to order the Superhub online to see what happens (the going on Holiday for a week), I come home to an email from VM asking me to ring regarding the order.

Turns out (And it took the web order team to tell me) that because my account has a special discount flag on it (Because of issues that occurred when I first got VM installed here), any online orders will not work unless I speak to customer services (Note a pattern here?). Funnily enough CS didn't tell me that a couple of weeks ago, and insisted that there wouldn't be a problem with me ordering online, oh dear.

Anyway, I spoke to CS, again, and got a nice chap who, once I explained my issues, confirmed (after speaking to a manager) that my account had some weird stuff going on and sorted out a manual order for a VM superhub, for free no less (he also mentioned 30Mb, but I'm not expecting that to be thrown in for free).

He also promised to get my account reviewed by higher ups as he agreed that being told that my account didn't have any issues a couple of weeks ago was blatantly false and that if the CS team then actually looked at my account properly (As I suggested) that they would find out why I was unable to order online in the first place! All I want now is an apology regarding how I was treated, I was basically called a liar by someone who frankly didn't do his job properly, and to make things worse all it took was to actually check my account for being flagged, something I even mentioned at the time.

Ah well, I'll be getting my hub FOC after all, I guess it really does depend on who you speak to.

26-02-2011, 14:26	#17
Stop It Inactive Join Date: Apr 2004 Location: Biggleswade Age: 41 Services: VM Vivid 200 VM XL TV & Sky Sports VM Phone Posts: 895	Re: Exceptionally Angry at VM - Help Required Well then, a little update. After deciding to try to order the Superhub online to see what happens (the going on Holiday for a week), I come home to an email from VM asking me to ring regarding the order. Turns out (And it took the web order team to tell me) that because my account has a special discount flag on it (Because of issues that occurred when I first got VM installed here), any online orders will not work unless I speak to customer services (Note a pattern here?). Funnily enough CS didn't tell me that a couple of weeks ago, and insisted that there wouldn't be a problem with me ordering online, oh dear. Anyway, I spoke to CS, again, and got a nice chap who, once I explained my issues, confirmed (after speaking to a manager) that my account had some weird stuff going on and sorted out a manual order for a VM superhub, for free no less (he also mentioned 30Mb, but I'm not expecting that to be thrown in for free). He also promised to get my account reviewed by higher ups as he agreed that being told that my account didn't have any issues a couple of weeks ago was blatantly false and that if the CS team then actually looked at my account properly (As I suggested) that they would find out why I was unable to order online in the first place! All I want now is an apology regarding how I was treated, I was basically called a liar by someone who frankly didn't do his job properly, and to make things worse all it took was to actually check my account for being flagged, something I even mentioned at the time. Ah well, I'll be getting my hub FOC after all, I guess it really does depend on who you speak to.