V+ Replacement V+ boxes

japitts · 05-06-2012, 10:30

Just had a tech come and go, off the back of our SA V+ trying hard to die. Agreed a replacement box is needed... but he doesn't have any. I'm not blaming the engineer for any of this, but from what he said and reading between the lines a little...

Someone in VM towers has the great idea of restricting the number of V+ boxes the techs can carry at any one time, to 2. TiVo.. no problem, carry plenty. Presumably customers in our situation, with a faulty V+ will think "ok, faulty box, downgrade or give TiVo a shot" and try TiVo. (with the extra monthly cost)

Crafty... but quite frankly, a poor show. Whatever my reasons for wanting to stick to V+ are irrelevant - had we had a courtesy call-ahead to warn of no stock, then I may have considered a TiVo trial *provided there was a financial incentive. Instead of that, VM have let us down and left me with a bad taste.

On the one hand, I'm tempted to negotiate with VM and then see if I can get the tech back - he lives locally and seems "a nice guy". On the other, why should I? I'm happy with V+, it does what we want - and if it wasn't for some wally in VM-towers having a short-sighted idea, we'd have a working one fitted and running now.

Am I right in thinking TiVo makes up 20%-ish of the TV-base these days? Which means VM are effectively letting-down 80% of TV customers just to strong-arm TiVo in.

Rather hacked off, and totally undermines the VM model of free-servicing and repairs.

jb66 · 05-06-2012, 11:13

No, it's just an incompetent engineer, we can carry as much as we want, I carry 5. If he had none, it is up to him the engineer to get one from someon else.

japitts · 05-06-2012, 11:55

Hmmm... interesting. Well the guy seemed quite honest about it and, given VM's attitude to all things TiVo these days, quite plausible. I'm sure we've even had this same engineer in the past and he's been fine.

Still, out of interest what region are you in? Could this be something imposed by the warehouse in particular areas? I could partly understand this if he'd had a run of V+ faults over the bank holiday weekend.. but the impression he gave me was very clear.

jb66 · 05-06-2012, 12:48

possibly he ran out as the depots are closed monday tuesday, but my depot has 4 pallet loads of them

andy_m · 08-06-2012, 04:40

Do engineers get commission for upselling TiVo?

jb66 · 08-06-2012, 07:29

Quote:

Originally Posted by andy_m

Do engineers get commission for upselling TiVo?

Yes

DJSADERS · 16-06-2012, 22:22

Quote:

Originally Posted by jb66

No, it's just an incompetent engineer, we can carry as much as we want, I carry 5. If he had none, it is up to him the engineer to get one from someon else.

This depends on what company you work for, i work for McNicholas and i can only carry 2 V+ along with most other techs, any more than this and the 21 day turn around on stock obviously hasn't been done, or emergency stock has been ordered... again against Virgins wishes (each yard has targets).

The V+ are carried 1. for replacements to others 2. for rare Tivo + V+ New installs that are appearing.

BenMcr · 16-06-2012, 22:24

Quote:

Originally Posted by DJSADERS

2. for rare Tivo + V+ New installs that are appearing.

There shouldn't be any new installs for V+, unless you mean house moves

DJSADERS · 16-06-2012, 22:28

Quote:

Originally Posted by BenMcr

There shouldn't be any new installs for V+, unless you mean house moves

Ive done a few in the last 2 weeks, Tivo, V+, Telco, BBI one customer was offered it as an incentive to reconnect (received a letter), the other phoned up and was offered it on the phone.

I did question it when it appeared on my batch header, was told to install it as it was correct, i don't think it can be ordered on request, i think it's down to the call centres discretion, saying that though i have 2 brand spanking new V+ on my van at the mo... which is weird as i thought they only had re-cons in the main warehouse :/

BenMcr · 16-06-2012, 22:33

Can't be down to the call centres discretion. V+ has been withdrawn as product period. Shall mention it to a colleague on Monday as it should be impossible to do on the system

Any remaining stock is for fault swaps and house moves only

DJSADERS · 16-06-2012, 22:38

hmmm not sure then, i done one today Tivo quad with V+ and it was a new customer, (never had virgin before... ex sky), as i say it's appeared several times, at least 5 or 6 in the last 2 weeks.

but then is it possible it's down to area, and demand for the product as both of these were under thames valley (reading) and guildford

BenMcr · 16-06-2012, 22:41

Quote:

Originally Posted by DJSADERS

but then is it possible it's down to area, and demand for the product as both of these were under thames valley (reading) and guildford

Again, it's irrelevent. V+HD isn't a product anymore, anymore than STB Broadband or Dial Up is.

There should be zero new installs for it

DJSADERS · 16-06-2012, 22:43

Thats what i thought, as it was stopped in February right?

maybe i should take this higher... and to Virgin Media (i have spoken to the call centre and my team manager)... what ya reckon?

BenMcr · 16-06-2012, 22:48

Yeah, it's definately worth raising - especially as I'd expect someone isn't getting paid somewhere for all these 'new' installs

jb66 · 17-06-2012, 09:55

Quote:

Originally Posted by BenMcr

Can't be down to the call centres discretion. V+ has been withdrawn as product period. Shall mention it to a colleague on Monday as it should be impossible to do on the system

Any remaining stock is for fault swaps and house moves only

The only time I've installed a new v+ was a previous tech removed the v+ as per work order for TiVo but customer called backup saying the vbox was to go