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Originally Posted by Sephiroth
Nopanic makes a good point about having 24 hour free support with all the SH facilities used.
The other half of the equation is something he does in fact partially acknowledge. The offshore support centre has a poor reputation by reason of customer reports on the forums.
But I'd like to take Nopanic up on the "you live and learn point". What VM did was actually reckless, messing its customers up big time. There is no service delivery principle that excuses such recklessness and no amount of Nopanic's voice of reason can give VM any comfort.
Finally, I acknowledge Nopanic's point on how things can be blown up by a few people. But if you strip it down to basics on the SH, reckless release, a year to get modem mode, poor wireless, still buggy in router mode VM should be out there apologising rather than pronouncing the wretched thing as this on their web site:
Discover unbeatable wireless with the Virgin Media Super Hub combined modem and router. Features include:
The best wireless broadband performance available
It's not honest.
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It's like your doing a speech .. or we're are having a debate to a live audience ..
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But I'd like to take Nopanic up on the "you live and learn point". What VM did was actually reckless, messing its customers up big time. There is no service delivery principle that excuses such recklessness and no amount of Nopanic's voice of reason can give VM any comfort.
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See now this is a bit over the top, I admit customers got hassle from the SH, but it's not like every customer lost service for months .. it gave a small percentage of users poor wireless or reboots and of course for those customers it was a PITA, but lets face it, VM have more customers affected by cars hitting cabs than they do complaints about the SH ..
As for giving comfort, this would suggest someone is sitting somewhere drinking heavily crying about a mistake they made with the SH .. this maybe the case (certainly not me).. but what's more likely is someone ranking in VM has handed a list of issues to a techy and said fix it and don't make this mistake again.
VM released a modem before it was ready, they released some advertising that didn't look great to the customers with the issues. Feel free to hate them for it, but in the grand scheme of things, its not that big a deal.
(all comments as below are my own and I have/had no say in anything around the build of the SH)