Quote:
Originally Posted by BenMcr
A number of those 'complaints' will include those customers that just didn't get what they wanted.
Someone not getting a free TiVo may take their complaint to OFCOM, who would record it as such even though it's not one
Even OFCOM themselves say that don't check whether the complaints reported are actually valid or not (from the previous report quote)
---------- Post added at 21:25 ---------- Previous post was at 21:23 ----------
How do you arrive at that?
If Virgin have no competition and don't tackle complaints, wouldn't that mean they would have the highest number of complaints reported to OFCOM, not the least?
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It is very rare that complaints that aren't valid get as far as Ofcom.
The only real competition that VM have is BT and Sky. So if BT and Sky's customer service is just as bad, then why would they bother improving their customer service? There are many companies who have scrapped their overseas call centres due to complaints from customers, and because customers find companies with UK call centres more appealing. VM wouldn't do this because there isn't much alternative to VM.
---------- Post added at 22:32 ---------- Previous post was at 22:28 ----------
Quote:
Originally Posted by batchain
0.15 per 1,000 customers = 600 out of 4 million.
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Oops sorry, it's been a long day.
The fact remains that in just 3 months 600 of their customers have seen fit to escalate a complaint as far as Ofcom. This is still unacceptable in anyones book.