VM - we are listening to customers!

telfordcable · 08-12-2008, 22:04

What a joke here: VM are going to listen to customers now !

http://www.virginmedia.com/wehearyou/

Gary L · 08-12-2008, 22:12

You can tell they're serious. they've increased the 24hr day.

Quote:

Thanks for taking the time to write to us. We'll look into the details and
get back to you as quickly as we can. It normally takes us less than 24
hours to reply.

If your enquiry is urgent, or if your phone's been lost or stolen, please
call our team on 0845 6000 789. We're open 48 hours a day and we're here to help.

moaningmags · 08-12-2008, 22:17

I've had a read through the page, it does look like they're listening.

The only gripe I have is keeping off-shore technical support, but at least they are giving them more training in our culture, accents etc and hopefully technical support.

Everytime you call VM you should get an e-mail asking you about how you were treated, if your issue was resolved and what you would like to see changed or improved.
So if you're not filling them in, they can't hear you.

Arthurgray50@blu · 08-12-2008, 22:35

If VM are listening to customers, where's the HD channels then, we have been asking for months for them, and nothing, they claim, there is no room, why?

LaineY · 08-12-2008, 23:09

Quote:

Originally Posted by Arthurgray50@blu

If VM are listening to customers, where's the HD channels then, we have been asking for months for them, and nothing, they claim, there is no room, why?

HD Channels are coming at the beginning of 2009

keep your eyes peeled

broadbandking · 08-12-2008, 23:19

As I heard that VM are trying to get the sky HD channels

Horace · 08-12-2008, 23:22

Lovely site design

kesterwww · 08-12-2008, 23:37

Quote:

Originally Posted by LaineY

HD Channels are coming at the beginning of 2009

keep your eyes peeled

I am planning to get the V+ box soon, if the HD content is increasing, I wonder if they will increase the price of the service? Better order my box soon, before they put the price back upto 150 quid.
I think they have a good amount of HD stuff on VoD.

webcrawler2050 · 08-12-2008, 23:39

they seem to be listening, fair play. You never know?

Gary L · 08-12-2008, 23:53

Quote:

Originally Posted by webcrawler2050

they seem to be listening, fair play. You never know?

I'm 99.9% certain we read the same thing about them listening long before this one too?

darkbeing · 09-12-2008, 02:01

Oh no make them stop puleeeeeeze !
I thought they were listening so I clicked on "call centres" in the hope I could type out a rant at them but it was just some cra**y video showing how VM are going to continue making life hard for customers to get good technical support in one phone call!

Damn since when does "listening to you" = "playing a video at you" ?

Quote:

Everytime you call VM you should get an e-mail asking you about how you were treated, if your issue was resolved and what you would like to see changed or improved.
So if you're not filling them in, they can't hear you.

I have NEVER not once had a satisfactory call with anyone at the Indian call centres. They know absolutely nothing about anything to do with computers or VM policy or anything. their sole purpose is to act as a waste of time.

I DARE ONE OF THEM TO SEND ME AN EMAIL ASKING FOR AN APPRAISAL !
I never have recieved an email off them at all.

09-12-2008, 07:49

Quote:

Originally Posted by darkbeing

I DARE ONE OF THEM TO SEND ME AN EMAIL ASKING FOR AN APPRAISAL !
I never have received an email off them at all.

You will only receive an NPS email if they have your email address included with your main account details and this is not always the case as not everyone uses a Virgin based email address, plus it has to be added to the main account details manually by an agent.

Russ · 09-12-2008, 08:05

What I've noticed is the Indians seem to be far more prone to hanging up on you if you ask them about something which doesn't feature on their script. That's another thing - there's very little personality or emotion to them when they try to help you - at least the UK guys tend to chat a bit.

But of course, if this is being dealt with then good

moaningmags · 09-12-2008, 10:52

It doesn't have to be an ntl or blueyonder email addy.

I've seen a few hotmail, gmail etc on accounts.

Darkbeing - Feel free to call and ask for your email address to be added to your account for this purpose.
You'll soon be able to have a rant.

**Hugh** · 09-12-2008, 10:57

I liked the fact that existing customers will be able to get the same deals as new customers.