Quote:
Originally Posted by General Maximus
the whole point of this is VM's ethos around tech support. If they left it as it is from Netgear and let Netgear provide the setup guides and documentation then I am sure customers would be happy to sort themselves out as they would with any other router they bought, or any other electrical appliance. The problem is that VM are using support as an excuse not to provide services and features.
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Close. VM is concerned with spending as little money as possible. The way they figure it, preventing ANY unnecessary calls in is a way to save money. Less calls means less agents. Even people calling in to get told to phone netgear is something Virgin probably feels they could avoid, though I'm sure they have branding to consider as well.
When I was working there, admittedly a call centre, you got the distinct impression that they did everything possible to reduce trouble calls. In a weird way, if the call centre was taking less calls, they felt they were doing something right.