Cable Forum - View Single Post - Tivo V6 Are VM frontline staff now discouraged from escalating customer issues?

RichardCoulter · 20-10-2017, 20:13

That's a ridiculous situation Taf and is also at odds with CISAS policy. They won't take on a case until it's been escalated and all VM complaints processes have been exhausted.

This is another reason why I can't fathom why frontline staff are so reluctant to escelate matters.

Sounds like VM are now adopting the same attitude as banks ie we won't help you and you can like, lump it or go to the regulator, whilst knowing full well that lots of people won't do so for various reasons.

I'd urge you to go CISAS to force VM to act (I believe this costs VM money, whatever the outcome, but is free for you to use) and consider leaving them.

20-10-2017, 20:13	#9
RichardCoulter cf.mega poster Join Date: Jan 2008 Posts: 10,048	Re: Are VM frontline staff now discouraged from escalating customer issues? That's a ridiculous situation Taf and is also at odds with CISAS policy. They won't take on a case until it's been escalated and all VM complaints processes have been exhausted. This is another reason why I can't fathom why frontline staff are so reluctant to escelate matters. Sounds like VM are now adopting the same attitude as banks ie we won't help you and you can like, lump it or go to the regulator, whilst knowing full well that lots of people won't do so for various reasons. I'd urge you to go CISAS to force VM to act (I believe this costs VM money, whatever the outcome, but is free for you to use) and consider leaving them. Last edited by RichardCoulter; 20-10-2017 at 20:47.