Quote:
Originally Posted by Mr Banana
Do you think its possible that VM CS staff don't like speaking to obnoxious individuals and therefore come across different than they do to those people who are not obnoxious?
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Up until three and a half years ago I used to get terrible service from VM despite always being polite with them (maybe I should have been obnoxious!).
One or more of my services was going down every 3 or 4 months and I was made to jump through several hoops to get them fixed.
Things came to a head for me when my mum was terminally ill in hospital, a time I needed to be in contact with family, friends and doctors and my broadband and landline went down.
I had explained my situation to VM and three times over the course of four weeks they cancelled my tech visit each time saying they had fixed a network fault and the visit was no longer required and each time my services hadn't been restored.
Not having the time, patience or inclination to deal with them anymore at that stressful period I just cancelled all my services with them on the third occasion it happened (still being polite while I did so)
I don't know what that action triggered or if my account has been marked for special attention since then but two weeks later I got a call asking what they could do to keep me as a customer, I said nothing and explained what happened, they then promised to fix everything inside 48 hours and offered me a great deal to stay.
Everything was fixed in that timescale, I had a tech call me several times over the next couple of months to make sure all was still ok and I have had nothing but exceptional service from them ever since.
I guess if there's a moral to my story its that there are some great CS staff working at VM and some very bad ones too and its pot luck who you get whatever your attitude is when dealing with them.