Quote:
Originally Posted by Ignitionnet
Should've just let you cancel to be honest, you were aggressive and handed out an ultimatum, his attitude was spot on, he was just doing what his employer tells him to which is to require an engineer visit for the upgrade.
I'm so glad I deal with business to business stuff rather than personal customers, I wouldn't last long. 
---------- Post added at 19:59 ---------- Previous post was at 19:58 ----------
Yes, of course, they're just faceless voices at the other end of the phone to be talked down to in whatever manner the customer sees fit, after all the customer is always right. |
You can tell I was "aggressive" just from a forum posting?
When a company fails to provide a sufficient level of customer service (and I'm not talking about getting my own way here - I mean somebody actually giving me a reason without reverting to "because we have to") then the customer has a right to be aggrieved (in fact this was the third issue I've had with VM in a single week, one of the others being them messing up my bill and applying a late payment charge despite the DD being in place).
The number of pieces of ill-informed information (I'll refrain from using the word "lie") with regards to the need for an engineer was staggering; I need a new modem...I need the signal levels checking...I need new cables...
I was firm but fair - the "managers" attitude stank and he couldn't be bothered dealing with me and to be blunt - I'd rather not waste my time talking to the offshore call centers - they are damaging the brand.
I was offered an engineer-free visit on several occasions but was pushed to accept an engineer - if they have the flexibility in some departments to do a remote upgrade then it's hardly "policy" to send an engineer - if one department has the ability to do what the customer asks - and there is no detriment to the customer or company then why force the customer down a route they do not want to go - it's not rocket science?!
There is more "aggression" in the above post than the entire conversation with VM
I did offer them an ultimatum - I have better things to do than spend my time (and money!) on the phone to them trying to sort problems and worst of all asking them to upgrade my services so that I can give them more of my heard earned every month. I've left VM before due to their incompetent standards in some departments and I'm more than happy to do it again.
EDIT: I actually come from a contact center background (thankfully out of that game now and work in the IT department for the same company
) so I do show restraint where possible because I've been on the end of customers demanding the world.
---------- Post added at 20:19 ---------- Previous post was at 20:04 ----------
Anyway - I have put my concerns in a letter to Virgin asking them to look in to why a perfectly happy customer ended the week disgruntled.
I cannot praise the member of the retentions team enough - he actually seemed to care, empathised with the issues that I'd had with the previous agents and resolved the original upgrade request efficiently - that's all I was asking.
I look forward to Virgin's response...