[Tim Deegan]

Originally Posted by Digital Fanatic

Tim, the rep was following company proceedures and would have had to speak to a manager/supervisor for guidance on over-riding the system and rebooking your other install back in.

It's company procedures that appear to be the problem. This is why I have repeatedly said that it is the company as a whole that I have a problem with.

Originally Posted by Digital Fanatic

I'm sorry you feel that I'm not showing concern, but I'm just explaining to you how it works, so you have more understanding of the situation. I don't personally feel you were lied to, but that's up to you.

If someone deliberately doesn't tell the truth, then that is a lie, plain and simple.


It amazes me that on this forum many people will jump to the defence of VM, no matter what the situation is. If you read my first post, then you can all plainly see that the CS that I have received is absolutely terrible. But the sad thing is that you don't seem concerned at all about that.

---------- Post added at 11:07 ---------- Previous post was at 10:59 ----------

Originally Posted by Andrewcrawford23

His statement would have bene true that it was not possible, apart from a very experienced staff most dnt know how to undo things ont eh system for one it is techincally against there contract of employment so he never lied he only told you what he was trained to do ( i am makinga presumption he isnt one of the few very experinced operators)

Now there is ways to get round the system but firstly he would need a manager permission to do so but doing so could also have meant that your thing booked for tuesday could have been mucked up in the form you would have bene waiting longer than tuesday if it went wrong

So you are saying he didn't actually know? Well we have covered this one previously. All he had to do was to tell me that he would check, rather than making an untrue statement.

Originally Posted by Andrewcrawford23

So as other have said you acutally got very good cusotmer service because he done something that is pretty hard to do, if anything you should be complaining to virgin about there system they use for being so crappy it makes it hard for CS to do things to make tihngs right and not accuse a staff memebr who done everything by the books of lying

Trust me when i say i have seen very poor cusotmer services from ome agents

I didn't get good CS. I actually had to tell him that I would move my whole account to Sky (after 20 or so years of using VM), before he would even go and ask someone. But yes I agree that it is most likely VM's policies that are at fault, rather than individuals. But this is what I have said right from the start.