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Originally Posted by andy_m
But I never once complained about the old bill, I have spent 40 minutes on the phone having somebody go through the new bill.
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And lots of customers did the exact same thing with the old bills.
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and it seems to me that I never had a problem with the old bill but because of a vocal minority Virgin changed things around meaning they've been quietened, which is fine except now I'm the one with the problem, which doesn't seem right or fair.
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Which I'm sorry to say seems like that's an 'I'm alright Jack' type attitude.
No company can survey their entire customer base, however VM do survey as many of those customers that contact VM as is possible to understand why they've contacted VM and if there is anything they could do to improve services so that contact may not be needed again.
They then have teams that use the feedback to to extrapolate it to the whole customer base, to get the business to make the changes that will improve things.
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Had they just spent the time and patience with the original complainants that they eventually had to spend with me they'd have two happy customers rather than two who have now both had cause for complaint.
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VM did spend time and patience with the original complainants - I should know, I used to work on the phone, and dealt with lots of call per day of 'I don't understand my bill, it's says I'm being charged 'X' but your website it's 'Y''
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Really poor knee jerk way to deal with things.
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I can assure you the bill format change was not a knee jerk reaction, but was based off many years of complaints about the bill format. However there were limited options to change how the bills are put together due to the way the system works.
---------- Post added at 11:54 ---------- Previous post was at 11:36 ----------
Oh forgot to add, the new bill format was piloted in some areas of the country before launch too, and was closely monitored to see if caused an increase in calls with people saying they didn't understand it. As far as I know calls in to get the bill explained went down