Thanks VM

[Lenx]

A quiet Saturday in downtown Bham and suddenly out went the tv AND THE bb - drat.

MIL watching Celebrity Masterchef just as they're about to name the winner, not a happy bunny. With sinking heart call customer service, joy of joys get the home based call centre.

No silly questions, let's just get on with sending down a signal - no joy - OK we'll get an engineer out, but before the details can be sorted, disaster - the phone goes out too!

OK - try on mobile - this time get the outsourced call centre - Sorry VM they have no idea - please bring it all home to the UK.

Anyway rumble off mumbling and muttering to rig up freeview box. About an hour later all comes back on - Ah, well done VM, try and call to cancel engineer, outsourced again - and they have no idea...... Oh well I tried to avoid wasting an engineer's time.

Today, VM call me to explain it had been a grid power outage that had effected the local area, backup batteries had kept the phones going but only for a short while and did I still need the engineer?

Now I've no doubt the call was in VM's interest, but at least they had the courtesy to ask and explain the problem - so thanks VM.

Now if you could bring the call centres home and sort out the traffic shaping, you'd be perfect......

[Mick Fisher]

Originally Posted by Lenx

A quiet Saturday in downtown Bham and suddenly out went the tv AND THE bb - drat.

MIL watching Celebrity Masterchef just as they're about to name the winner, not a happy bunny. With sinking heart call customer service, joy of joys get the home based call centre.

No silly questions, let's just get on with sending down a signal - no joy - OK we'll get an engineer out, but before the details can be sorted, disaster - the phone goes out too!

OK - try on mobile - this time get the outsourced call centre - Sorry VM they have no idea - please bring it all home to the UK.

Anyway rumble off mumbling and muttering to rig up freeview box. About an hour later all comes back on - Ah, well done VM, try and call to cancel engineer, outsourced again - and they have no idea...... Oh well I tried to avoid wasting an engineer's time.

Today, VM call me to explain it had been a grid power outage that had effected the local area, backup batteries had kept the phones going but only for a short while and did I still need the engineer?

Now I've no doubt the call was in VM's interest, but at least they had the courtesy to ask and explain the problem - so thanks VM.

I just love happy endings.. to VM, the follow up phonecall is a magnificent touch to make customers think you care about them.

Originally Posted by Lenx

Now if you could bring the call centres home and sort out the traffic shaping, you'd be perfect......

Steady on... let's not get too carried away...
It would be an enormous step in the right direction though.

[mala786]

Credit Were Credits Due!!!

I have had 2 issues in the last week:

1st:Tuesday 4pm, BB, went down spoke to a nice guy called Nitesh (Indian) issue resolved in 7 mins, only thing that pi**ed me *ff was 0.25pm & 0.10pm connection charge on 0906 number! But Sorted!!

2nd: Thursday 4:30pm,TV, Old Pace box called it a day I spoke with nice lady on 151 (free) Gillian, some sort of return path error, after doing her checks arranged for engineer for today 12-4pm.

Engineer turns up @ 2:05pm, does his checks confirms box f***ed, brings in new Samsung by 2:25pm, all working new V Box installed all channels up & running. Great Job!!

In 14 years with Bell Cablemedia,Cable & Wireless,NTL: & Virgin Media I have only had 4 times of complaint & all resolved in good time, most serious was when Pace Box went & lost my Asian Pack Channels for 10 days because of Tech issue's when the brought the new billing/service system (Telewest) for NTL: customers & it went all t**ts (Hits Not Working) up but I was given 1 & half month free TV service.

So Credit Were Credits Due!

[jimful]

Have to say that I've had a couple of billing issues recently so sent an e-mail explaining the situation (with little hope based on some threads here). I was contacted within 24 hours by phone and have to say I've been treated very well and offered a fair deal in compensation. Can't really fault after sales in my experience.
Jim

[sollp]

Originally Posted by Lenx

A quiet Saturday in downtown Bham and suddenly out went the tv AND THE bb - drat.

MIL watching Celebrity Masterchef just as they're about to name the winner, not a happy bunny. With sinking heart call customer service, joy of joys get the home based call centre.

No silly questions, let's just get on with sending down a signal - no joy - OK we'll get an engineer out, but before the details can be sorted, disaster - the phone goes out too!

OK - try on mobile - this time get the outsourced call centre - Sorry VM they have no idea - please bring it all home to the UK.

Anyway rumble off mumbling and muttering to rig up freeview box. About an hour later all comes back on - Ah, well done VM, try and call to cancel engineer, outsourced again - and they have no idea...... Oh well I tried to avoid wasting an engineer's time.

Today, VM call me to explain it had been a grid power outage that had effected the local area, backup batteries had kept the phones going but only for a short while and did I still need the engineer?

Now I've no doubt the call was in VM's interest, but at least they had the courtesy to ask and explain the problem - so thanks VM.

Now if you could bring the call centres home and sort out the traffic shaping, you'd be perfect......

Battery backup!! you,lucky,lucky barstool,(said in a life of Brian style,man in the prison, hanging on the wall).