Cable Forum - View Single Post - SD Call centre staff refusing to compensate disabled customer.

calum lawson · 10-05-2013, 11:46

Totally unacceptable response!!!

He reported the fault, they dealt with it immediately and didn't make him prove it wasn't misused, but replaced it anyway.

Compensation is then demanded for a set of circumstances that didn't then transpire (it arrived well in advance of 5 days).

Contacts are then used to extract £10 and a reprimand for the member of staff.

That £10 doesn't come out of nowhere it's added to all of our bills. One unjustified incident isn't significant, but if this is repeated on a large scale I find it abhorrent that I'm expected to fund this level of what (IMHO) amounts to nuisance compensation claims. ie Claim for trivia on the basis that it's cheaper for them to pay to make it go away rather than receive the bad press/grief of a determined complainer.

Nowhere does it state that your or my TV service is expected to function faultlessly 24/7 365. If access was such an issue, perhaps it would have been prudent for your friend to request that the box be installed at a height suitable for him; and no, I would not expect Virgin Media to stand the cost of this either!!!

10-05-2013, 11:46	#67
calum lawson Inactive Join Date: Mar 2007 Posts: 9	Re: Call centre staff refusing to compensate disabled customer. Totally unacceptable response!!! He reported the fault, they dealt with it immediately and didn't make him prove it wasn't misused, but replaced it anyway. Compensation is then demanded for a set of circumstances that didn't then transpire (it arrived well in advance of 5 days). Contacts are then used to extract £10 and a reprimand for the member of staff. That £10 doesn't come out of nowhere it's added to all of our bills. One unjustified incident isn't significant, but if this is repeated on a large scale I find it abhorrent that I'm expected to fund this level of what (IMHO) amounts to nuisance compensation claims. ie Claim for trivia on the basis that it's cheaper for them to pay to make it go away rather than receive the bad press/grief of a determined complainer. Nowhere does it state that your or my TV service is expected to function faultlessly 24/7 365. If access was such an issue, perhaps it would have been prudent for your friend to request that the box be installed at a height suitable for him; and no, I would not expect Virgin Media to stand the cost of this either!!!