Quote:
Originally Posted by mikes12345
I read these forums a lot ... but don't post very often ... bit wary of posting in such a contentious thread don't really want half the people on this site to hate me ... but ...
I've had to deal with Virgin CS quite a few times in the last year (I went through about 4 V+ boxes in a year) and I found that as a rule of thumb if I pressed the button to leave (or was lucky and got an agent in the UK call centre) then I got good CS - yes I normally ended up without TV for a few days but I don't see how that could be avoided. When I've dealt with the overseas call centre the experience has been less solid ... but I don't think this is a VM specific issue earlier this week I had to call Barclaycard customer services ... they changed my billing date without telling me ... the agent informed me that my billing date was the 14th working day of the month and the payment date 25 working days later. I told him he was wrong (which he was) I was polite about it - I simply pointed out thatbased on the dates he had given me there were only 16 days (not working days) between the statement date and the due date so there was no way his 25 working days could be correct. He went away spoke to someone and eventually came back with the correct information. Did he lie? Personally I don't think so? Did he make an assumption based on what is normal instead of checking? Yes.
I don't work in a call center, nor have I ever worked for VM - but I did use to work in retail customer service - frequently I would tell a customer it wasn't possible to do something (because of company policy) and, when they spoke to a manager, the manager would over rule me "just this once" and declare it fine - the customer would accuse me of lying - I just had to get on with it - very occasionally the manager would admit to the customer that I had done everythign in my power but more often than not the customer left assuming I was either a)useless or b)a liar (or possibly c)both). I didn't like it but that was my job then so I just got used to it.
So ... Why can't Virgin Media ever get their customer service right??
I think they can .. sometimes ... and that in reality that is as much as any big company with thousands of customers all on subtly different contracts with different services different loyalty schemes etc can hope to achieve. To train staff better than that would probably double my subscription ... so I'll stick with service that is good most of the time and not pay any more!
Wow that turned into a much longer post than I expected .... why didn't I just say I've had good CS and leave it at that?
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a good balanced post, thanks
