Quote:
Originally Posted by Masque
I doubt that any legal action would get very far and any solicitor would inform that you had no case for Virgin Media to answer through lack of proof as it would be your word against theirs, plus the may not even be a record of that call in your account notes again making your claim impossible to verify.  |
Quote:
Originally Posted by Russ
Quite possibly - but for years when people have assumed it to mean the calls will be tape recorded, it's not always been that way.
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That, whilst I don't doubt is correct, is an appalling way to do business.
You make a very valid point Russ.
Quote:
Originally Posted by Mick Fisher
Hmmm...let's see...one of their favourite fobs is that the callers issue is a "National Fault" when it isn't.
Then there is the "I'll just check with 2nd level and ring you straight back" and the call back never comes fob.
Not forgetting the Classic "I cannot find any fault with your connection and cannot give further assistance" before hanging up the phone fob.
If they are not examples of lying and deceiving then I don't know what is.
To cut to the chase they will say anything that comes into their heads to try to terminate the call.
I have nothing against outsourced support centers. Be have some and they are truly excellent. The outsourced support center VM uses is utterly useless, to be brutally frank it is Not Fit for The Purpose.
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I agree, from what i've just read, the lying and deceiving starts as soon as they give their "name"!
I do have a problem with overseas call centres. They, as you say, are often not fit for purpose. I also believe that it would be better to employ people in this country instead of making VM employees redundant.
All those who have/will be losing their jobs won't be spending their wages in their own local economy and this has a knock on effect for other businesses who, in turn, may have to lay off their staff as a result. It's like a pack of cards...
The ex VM staff won't be paying in tax and NI and may well have to claim benefits.
Then, there is the human and social cost of unemployment to factor in. I believe that such policies fuel racism too.
Yes, they are cheaper on the face of it, but think of the loss of customer satisfaction (or even the loss of the customer spend completely).
I have also found that they go through their script and invariably try to book a needless engineer call out. It would be interesting to hear from any engineers who have their time repeatedly wasted, which also costs the company money.
Quote:
Originally Posted by p6410880
got phone call of indian call centre offering me free xl TV for 3 months I ask some questions then he said would phone me back never did. if you go off the script they cannot understand you
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Very true, the calls take much longer than they would otherwise, wasting more money and frustrating customers.
Two personal examples of stupidity:
Q "Can you please give me my customer account number"
A "Yes, certainly, I would be happy to help you with this... blah blah blah. Can I take your customer account number"
Q "Can you please tell me more about the option of buying minutes for my landline, to make calls to mobile numbers"
A "You will have to ring Virgin Mobile"
I had my TV email disconnected around the time Nagra 3 came in, but after many months of complaining and talking to people who didn't know what they were talking about, had it restored.