Quote:
Originally Posted by nomadking
If a customer is faced with a "calls may be recorded for training purposes etc" message, what else can they do.
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Indeed, not a lot if they can only phone. At least with Virgin, you can get help via other means, it's just less effective.
Quote:
Originally Posted by nomadking
At that point BOTH sides are aware that the call is being recorded, so why should a separate customer recording be problematic?
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Not so, the problem is that both sides are aware that
one side is recording, but not the other. The law says nothing about "if you record a phone call, you have to allow someone to record you as well". After all, it's about sharing that phone call with a 3rd party and chances are, both sides will want to share their recordings with a different 3rd party.
Quote:
Originally Posted by nomadking
If the conversation is with a VM representative of some sort, surely VM themselves are not a 3rd party. You are calling VM as an organisation as the 2nd party. That should mean that you could validly use any recording to complain within VM.
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This is one of the trickier aspects of the law that I'd really love some clarification on. As mentioned, the law is aimed at stopping abuse from those in power against individuals, but when you record a call to Virgin, are you recording Virgin the company, an employee of Virgin or an individual person who happens to work for Virgin? They may well sound like the same things, but there's a distinction there, a subtle one, that can't be overlooked. In the case of the latter, yes Virgin is actually the 3rd party. Confusing, yes.
Something else to add to the mix - Virgin's message, last I recall hearing it, was something like "Just so you know, we sometimes record these calls
for training purposes". Other companies say similar things.
This raises a question. If it's for training purposes, surely that doesn't involve a 3rd party? Surely that's within Virgin themselves. In that case, why do they need to tell you that they're recording? Are Virgin just covering their backs?