Quote:
Originally Posted by calum lawson
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!!!
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You have failed to grasp the true circumstances, allow me to recap:
I was initially told that the remote would take up to 5 days to arrive, making almost a week without television. As this is my friends only company/contact with the outside world, this was not acceptable. I asked for it to be delivered by some sort of special delivery to speed things up, or for a refund of charges to be made for an unuseable service. Both were refused and an innapropriate attitude developed.
Legally, it is for VM to prove that their equipment has been misused, not the other way round. However, for commercial reasons I expect that this is rarely pursued.
I believed that this was totally unacceptable and make no secret of the fact that I used a contact to correct matters. Whilst I acknowledge that this is unfair on those without contacts, it is a fact that this, in many cases, is what makes the world turn in areas of business as well as many others.
If the agent had used his time positively in making an attempt to resolve this quickly eg next day delivery, rather than developing a bad attitude, a request for reimbursement of charges would not have come into the equation.
A goodwill gesture of £10 was made after arrangements had been made by the management for next day delivery by way of an apology for the way I was treated. I insisted it went onto my friends account as opposed to mine.
Had this been dealt with properly from the onset, the goodwill payment would not have become neccessary.
I find the word 'reprimand' to be negative, but I am pleased to be able to say that I have been informed that steps have been taken to improve the performance and attitude of the member of staff in question. This will be for the benefit of everyone
Finally, it's not usually correct to view goodwill payments as a waste of money. It costs a lot more to attract a new customer than it does to reduce churn and keep an existing customer.
By dealing with this correcty, VM will enjoy the benefit of my friends subscription payments for the foreseeable future as opposed to me cancelling the service because of this incident- well worth a tenner I'd say
Quote:
Originally Posted by Sirius
The request of reprimanding staff is a common feature of the Op's posts in regard to VM staff
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You said that you were withdrawing from this thread?
I knew you'd be back to make unfounded comments to try and stir things up.
Quote:
Originally Posted by Dash: CF noob
I ordered a new remote on Tuesday evening, offered foc, arrived Thursday satisfied customer.
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Sounds like it was ordered Tue night, went out first class on the Wednesday and you received it on the Thur- just as I'd expect
Quote:
Originally Posted by andy_m
Can you update this with details of the compensation you received for the Wednesday, please.
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If Dash were to be unable to use the box controls due to disabiity, I would expect at least a refund of 1/7 of the weekly charges for the appropriate TV pack, but s/he may not feel it to be worth their while.