Quote:
Originally Posted by Kushan
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.
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I'm not aware of any of the official guidance with any of the broadband kit issued by VM is to contact the OEM (excluding software services). Virgin Media fully support the SuperHubs within their defined functions. In fact Virgin Media have brought a lot of the 3rd party device support into the main tech support centres, where it used to be part of the Digital Home Support service.
Saying that, there is alway a focus to reduce those calls that aren't needed, but only where that information can be provided more efficiently via other channels, such as online help, chat, or forums. Where people need to speak to Virgin Media, they'll always be able to do so.