Quote:
Originally Posted by TimeLord2018
|
A couple of weeks ago I was having problems when having to speak to the first line agents and couldn't get anyone to listen or take the time to read the notes already added to our account by the Faults team via the community forum. The stress was a unbearable and after trying several times I eventually ended up speaking to a lady from the Customer Relations team which I now suspect maybe part of this new "highly skilled customer service agents" setup.
She has been with VM for nearly 20 years, and has experience in all areas including technical issues, she just worked though every problem I was having from a security/login issue to our account being in my husband's name and who is no longer able to understand what is going on but who can not yet be regarded as vulnerable enough to let the account be transferred into my name.
She was an absolute gem and I came away with so much having been sorted and she even reduced, our already well discounted charges, to a lot less than we were paying 3 years ago.
Yes I chose to renew our contract but she has now marked the records to show all the details regarding my husband's health and hearing problems, and that I have full authority to deal with any future issues and to pass any queries about this instruction direct to her team if I have any problems not being the account holder in the future.
Whether I will be able to get anyone on the First Line to redirect my call, then get through to Customer Relations quickly ( 1 minute !!!!
) is still to be seen, as just getting through to First Line agents let alone then have them listen to me is a massively, frustrating and long winded process to begin with.