Quote:
Originally Posted by 1andrew1
Three myths on this thread that need nailing:
1. Because one person has had great/terrible service, this is not necessarily representative of the company as a whole. Theone2k10 - despite his terrible experience - has been gracious enough to acknowledge this.
2. If you've had a bad experience with a company, learning that 95% of people have had a great experience doesn't make it any better for you. Some people may be tempted to ask Why am I unlucky?
3. Just because the independent survey results don't match people's own experiences doesn't mean that the survey has skewed questions. These are professionally-devised surveys with good sample sizes.
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I cannot disagree with any of this. Spot on, Andrew!
---------- Post added at 16:42 ---------- Previous post was at 16:39 ----------
Quote:
Originally Posted by theone2k10
BIB Really? that's not the experience i've had even after a court order telling them to stop issuing ghost bills to me (bills i do not owe) they still continued to bombard me with threatening letters and calls, they even got a debt collection agency invoved completely messing up my credit file.
I hope i was just unlucky but i doubt i'm the only one VM have treated like this.
On the otherhand along with SKY VM do indeed have a high satisfaction rate in various surveys and ofcom reports.
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I know you have had a bad experience, theone, but I think you were just unlucky. Most of us are very satisfied with Virgin Media on the whole. If it was a bad as some try to make out, they'd have no customers left!
---------- Post added at 16:47 ---------- Previous post was at 16:42 ----------
Quote:
Originally Posted by theone2k10
Hit the nail on the head there mate loads complain about BT but i have found their customer service superb and very helpful.
I think it's a case of luck of the draw really for example when i rejoined SKY i had a sky store issue the person i spoke to was superb and did everything possible to get the issue resolved quickly for me, turned out my account hadn't been updated we both chuckled at it.
Then when i decided SKY Cinema really wasn't worth it for i rang up to downgrade and got fed lies such as "you'll lose your offers" to which i politely pointed out that the movies were actually added at a later date so my offers would actually stand, he grumbled but still went to double check, they tried some scare tactics but realised i was't biting when i simply responded "if my offers are going can you remove sky sports, box sets too please" it suddenly changed to "oh you are correct your offers do still stand if you remove sky cinema" i quietly smiled to myself.
I have had very bad experience with VM but i always found their retentions team to be polite and helpful, pity their ceo and billing teams couldn't give two tosses though.
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There have been quite a few reports of Sky cutting up rough when their customers wish to downgrade or leave. It seems to me that the service is quite good if you stick with them on the same package or if you upgrade, and I'm not surprised that satisfaction surveys are good in respect of those people.