Why I hate VM's Indian tech support

[Russ]

I've never been a fan of Indian callcentres and this is just another reason why.

My dad passed away last month so my mother wanted the BB account put in her name. We were told it would take 30 days (that in itself was an issue but never mind) so we jumped through all the hoops and today she had a call to say the change over would happen today but the BB would be off for an hour or so. Fair enough, that's understandable.

Two hours later it was still off. I call tech support and spoke to an agent who could not understand the concept if an account being passed over after a bereavement. So that took care if the first 5 minutes of the call.

In fairness she did her level best to hide the fact she had no idea what was causing the problem. We went through all the usual ("please to reboot your modem Mr Russ", "please to check all cables are connected correctly" etc) fob offs.

I told her the 'ready' light was not constant and she said this meant a tech was needed to come out as the problem was obviously either the cabinet or my mother's equipment. I knew both were BS. Nothing had changed in the last few hours other than the account was swapped over. She went off to speak to 2nd line support but came back and said he agreed that a tech visit was needed. I insisted on speaking to this 2nd line guy and after much resistance I got through to him and he explained the issue to me straight away - the mac was locked as it wasn't taken off the system properly in the first place so VM's security thought it was a cloner trying to break in and booted it off.

That makes perfect sense. He also told me that's not what she had told him first of all.

If I hadn't have kept pushing this stupid woman Id have been fobbed off and been waiting for a tech to visit who wouldn't have been able to fix it anyway.

[thenry]

they dont understand. everything you say goes in 1 ear and out the other. they make their own minds up as to what the issue is because textbooks dont hold common sense in understanding issues not to mention first hand experience with services.

[General Maximus]

exactly, they are so stupid that they cant think "well if it was working before and the customer is having something done to their account then the issue must be our end and not a hardware fault". I am not saying everyone should have access to 2nd line but you should be able to speak to people who can understand your problem and have good enough troubleshooting skills that they can escalate the issue to the right person and get it resolved. I can't stand time wasters. Btw, it is nice to see an admin have a moan

[Russ]

I'll always moan about their Indian callcentre. They simply don't listen to common sense and rigidly stick to what their employer tells them. All well and good but that doesn't help the customer one bit.

For example she asked me to make sure the coax was tightly screwed in to the modem. Why? It hadn't been touched and yes if she'd paid attention to what I was saying about what happened this afternoon she would have realised how stupid she was being.

I just called them again just now as the modem was still off. Got through to India again and asked how much longer it would take. Guess what? She started to say I had to reboot the modem, check the router settings and IP address on my computer etc

Had she paid any attention to me? No, not one bit.

[thenry]

150 > confirm > option 5 > option 3

[General Maximus]

Originally Posted by Russ

I just called them again just now as the modem was still off. Got through to India again and asked how much longer it would take.

why didnt the 2nd line dude fix it earlier once he realised what the problem was? Surely he was in a position to remove the security violation or speak to somebody in customer services who can go into the account and fix it?

[Helix]

Never had a single issue fixed by the Indian call centre. The best one was when they tried to get me to call a £1 a minute line because they were blaming it on my firewall, and the firewall being off didn't mean it was actually off apparently. I tried to get them to agree to refund the call costs if it turn out to be VMs fault (I knew it was), but they kept avoiding the issue. Then two hours later they ring me and said it was in fact an area fault, no apology for blaming it on my firewall of course.

I always try and get through to the UK, I just hang up when they answer if it is the Indian call centre sometimes as I know I will be wasting my time. I also have never managed to work out why the automated system asks you to confim your password and then they go ahead and ask you again when you get through. What is the point of asking me twice?

[Russ]

Originally Posted by General Maximus

why didnt the 2nd line dude fix it earlier once he realised what the problem was? Surely he was in a position to remove the security violation or speak to somebody in customer services who can go into the account and fix it?

He said if this sort of thing happens it takes 24 hours to get back online. I pointed out how unfair that is as it wasn't our fault the change over went wrong and he said he'd contact the department directly that deals with this and it should take about 4 hours.

[Arthurgray50@blu]

Russ, sorry for your sad loss mate, I have this trouble with India all the time, it was them that caused all the trouble with our tv, BB and phone.

They have not got a clue, they are rude, arrogant and think you are totally stupid and cannot understand what you are saying. But this VM for you.

[Sirius]

Originally Posted by Arthurgray50@blu

Russ, sorry for your sad loss mate, I have this trouble with India all the time, it was them that caused all the trouble with our tv, BB and phone.

They have not got a clue, they are rude, arrogant and think you are totally stupid and cannot understand what you are saying. But this VM for you.

Not all of vm are like that.


I have never had a single issue fixed by the overseas call centres and i refuse to use them because i cannot hear what they are saying, the line quality is awful and that is compounded by the accent issue. I always end up having to speak to retentions to ensure i speak to a UK call centre.

My condolences on you loss Russ

First of all Russ, very sorry to learn about your Dad.

I share your frustration with VM's offshore "support". The last time I called, when we had a simultaneous TV and BB outage, it was a nightmare. They first claimed that there was no problem in our area. I told them that a friend who lives one street away had the same issue. We know that we're on different street cabinets from when our services were installed. All he kept on about was the usual reboot the SH (despite the fact that the Tivo BB light was blinking and we had no TV). I lost it and hung up

[General Maximus]

as a quality control procedure VM should put in their customer contracts that if they don't fix the problem first time round they have to give you a 20% reduction on your monthly bill. Moving towards first time resolution is great customer service and the fine for them is a great motivator to get it right. If they saw how much money they spent in compensation they would realise how bad their customer service is.

[craigj2k12]

or they could just make sure they get their A into G and do what you pay them to

[jb66]

but then folk would fake a fault to get a discount

[raging bull]

Shame someone from CEO's office couldn't do a mystery 'I have probs' call to Indian tech support?