So I decided to have another go today after VM messed up my bill (was fired up so ready for a fight).
The call went something like this;
Me: I have just spoken to an engineer (who called me on a different matter) and he told me that you could upgrade me without a visit
Person 1: Do you have his mobile number
Me: No - it was blocked
Person 1: The engineer is wrong. You will need a visit
Me: (Getting bored of this) Can I speak to your manager?
/gets put on hold for ages
Person 1: I've just spoken to my manager...
Me: I said "can I speak to your manager" not "will you speak to your manager". Please put me through to your manager
Person 1: "Hold on..."
/on hold again
Person 2 ("Manager"): How can I help you...
Me: (explains situation, how I am hearing different things from different people and that the engineer who would have attended told me he doesn't need to.
Person 2: So what would you like me to do?
Me: Upgrade my broadband, without a visit, or cancel the service!
Person 2: So you are directly threatening me?
Me: (after a brief pause due to the attitude of this guy) Well...yeah, I guess so...
Person 2: I'll put you through to cancel your broadband...
/put on hold - at least I'm getting somewhere now
Person 3: (Finally, a UK agent) How can I help you...
Me: (explains full details and what I want)
Person 3: Let me see what I can do...OK that's done!
Me: Thank you!!!
So - VM, after all these years, are still working on the "do nothing until the customer threatens to cancel" philosophy - not good. Was absolutely astounded by the attitude of the so-called manager!
Anywho - all sorted now...
