Cable Forum - View Single Post - V+ Customer feedback about call centre staff performance.

RichardCoulter · 16-05-2013, 21:08

Well, whilst in hospital with nothing better to do, I phoned Virgin Mobile today to ask if these texts would be free.

I was assured that they would be, so answered the first question, but then didn't receive the second question!

I sent another text to ask what was going on and, as at this point in time, received nothing back.

I checked my balance and found that I had been charged for three texts, when I had only made two supposedly free ones.

I rang Virgin Mobile to see what was going on and was asked for my 'phone number. I explained that I didn't know it, but could go on line to get it from a shopping account that I have.

Whist doing this the agent retorted "how long are you going to be, it's already been five minutes" in an indignant tone of voice.

I explained that I would have expected him to be able to find it out himself eg caller display or by doing a search with my details.

He then said that I should call back when I had the number, or he could ring me later for it.

I said that I didn't want to go through the farce of press 1, 2, 3, 4 and music again as it irritates me. I then asked how he would be able to call me back for my number if he didn't have my number!

He then cut me off.

I then took a note of my own number and immediately rang back. After all the long intro, press 1, 2, 3 rubbish, I was met with a silent line.

I then called again, 1, 2, 3 blah blah and was eventually greeted with a message saying that the call centre had had to be evacuated.

I rang again and after the usual annoying stuff, got through to an extremely pleasent young lady (especially given my mood at this point).

I said that I hoped that nobody had been hurt in the evacuation- she knew nothing about it.

She was very apologetic, helpful and gave me a very good credit of airtime and texts to cover thr cost of the "free" calls and to apologise for the way I had been messed about and misled whilst trying to help VM by taking part in market research.

She also apologised on behalf of the male for the way that I had been spoken to/treated and said that she would speak to her manager to see if he could be traced and dealt with.

So, from my experience today, I have learnt that VM:

- Do try to charge customers when they participate in one of their surveys.

- Don't bother to follow the survey through and ignore requests for information as to why this is the case.

- Have some very good and some very bad staff working for their mobile 'phone arm.

16-05-2013, 21:08	#13
RichardCoulter cf.mega poster Join Date: Jan 2008 Posts: 10,802	Re: Customer feedback about call centre staff performance. Well, whilst in hospital with nothing better to do, I phoned Virgin Mobile today to ask if these texts would be free. I was assured that they would be, so answered the first question, but then didn't receive the second question! I sent another text to ask what was going on and, as at this point in time, received nothing back. I checked my balance and found that I had been charged for three texts, when I had only made two supposedly free ones. I rang Virgin Mobile to see what was going on and was asked for my 'phone number. I explained that I didn't know it, but could go on line to get it from a shopping account that I have. Whist doing this the agent retorted "how long are you going to be, it's already been five minutes" in an indignant tone of voice. I explained that I would have expected him to be able to find it out himself eg caller display or by doing a search with my details. He then said that I should call back when I had the number, or he could ring me later for it. I said that I didn't want to go through the farce of press 1, 2, 3, 4 and music again as it irritates me. I then asked how he would be able to call me back for my number if he didn't have my number! He then cut me off. I then took a note of my own number and immediately rang back. After all the long intro, press 1, 2, 3 rubbish, I was met with a silent line. I then called again, 1, 2, 3 blah blah and was eventually greeted with a message saying that the call centre had had to be evacuated. I rang again and after the usual annoying stuff, got through to an extremely pleasent young lady (especially given my mood at this point). I said that I hoped that nobody had been hurt in the evacuation- she knew nothing about it. She was very apologetic, helpful and gave me a very good credit of airtime and texts to cover thr cost of the "free" calls and to apologise for the way I had been messed about and misled whilst trying to help VM by taking part in market research. She also apologised on behalf of the male for the way that I had been spoken to/treated and said that she would speak to her manager to see if he could be traced and dealt with. So, from my experience today, I have learnt that VM: - Do try to charge customers when they participate in one of their surveys. - Don't bother to follow the survey through and ignore requests for information as to why this is the case. - Have some very good and some very bad staff working for their mobile 'phone arm.