Quote:
Originally Posted by Tim Deegan
On Sunday I still didn't have HD movies, so I called again. I was then told that they wouldn't be activating my HD until Tuesday. I explained what I had been told the previous day, and about the text message. To which he answered that it was impossible to activate the HD before Tuesday. As you can imagine I was getting rather annoyed with being messed about. So I told him that if it wasn't sorted then I would take my whole account to Sky. At this he put me on hold for a while, then came back to say that he had now activated the HD. By now I was furious. Not because he had activated the HD, but because he had blatantly lied to me.
So my question is: why can't VM give consistent good customer service. And why can't they be honest with customers???? If they built up a good reputation, then far more people would use them due to their excellent product.
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So, Tim, have you considered that maybe the agent was under the impression that the channels would not activate immediately, then was proved wrong? For instance, if the system they needed to use to activate the channels had been offline and he only found out it was back online part way through your phone call when he tried to activate the channels, and the attempt unexpectedly worked? I work in a role that sometimes involves answering technical queries over the phone, and I've experienced something similar. A system I needed to access had been down, I tried to access it during a call only to find it had come back online and we hadn't been notified.
While I accept that some staff are quite capable of lying, I am struggling to understand why you are so wound up about this. He has managed to activate your channels two days earlier than he said he would. While that could technically be a lie, you have gained, not lost out. What would you rather VM did? Cut off your movie channels for a couple of days so that the agent didn't lie?