I called VM on behalf of a severely disabled friend yesterday to get a replacement remote control for him (due to his disabilities, he is unable to get down to use the box manually).
After explaining the above, they ordered him a new one without any problem, stating that it would take up to 5 working days. It was when I asked for compensation for the fact that the TV was stuck on Radio 4, and would be for up to the next 5 days, that the bad attitude began.
First he stated that they do not offer compensation for issues that they are dealing with and were not the fault of VM.
I explained that the gentleman in question was not receiving a TV service that he was paying for and that, whatever the reason, this was unacceptable and that he hould be reimbursed.
In response he said that providing a new remote free of charge was enough compensation in itself.
I went on to explain to him that the box and remote were on hire and that VM were under an obligation to repair or replace them.
His response was to ask what was wrong with the remote, I explained that I had no idea as it was not one of my fields of expertise. We then got into a drawn out and protracted discussion about the remote and it's problems with functioning!
I believe that this was being done to try and place the blame on the customer, in an attempt to make the transaction chargeable.
The remote had not been misused and was simply down to wear and tear over the 10 years or so that he's had it.
When I realised that the employee was trying to be deliberstely vexatious and awkward, my patience ran out and I called a senior manager that I know in the organisation.
He was very apologetic, said that the agent would be dealt with, added a £10 credit to my friends account and made sure that the remote arrived today.
I fail to see what some people hope to achieve by antagonising customers and not showing empathy towards the disabled.
The conversation alone probably cost more than £10 in wasted staff time.
Don't these people realise that there is a recession on and that VM, in commom with other companies, are constantly having to look at ways to retain and attract new customers, whist making efficiency savings and improving customer care at the same time?
I should not have had to disturb my friend to get this simple matter sorted out and what about people who have no such contacts?
I urge any decent staff who come across colleagues who indulge in this sort of behaviour to report them, as it is these rogue employees who may cost decent staff their jobs.
Just to finish by saying that my friend rang me this afternoon to say that the remote had arrived as promised to enable him to watch something other than Radio 4
