Complaints to Virgin Media. How not to do it.

[Welshchris]

my sister wouldnt know how to speak to second line support, she just rang faults like many other people in her position would to get it sorted. This was just over a year ago she went to Sky in Nov 2008.

and yes its 57 times even the person who rang her said it was wrong and admitted that the team had let her down big time.

And still she didn't threaten anyone or wish that they could break the other persons nose.
You should spend more time with your sister.

[Digital Fanatic]

Originally Posted by Welshchris

my sister wouldnt know how to speak to second line support, she just rang faults like many other people in her position would to get it sorted. This was just over a year ago she went to Sky in Nov 2008.

and yes its 57 times even the person who rang her said it was wrong and admitted that the team had let her down big time.

1st line would have transferred the call for 2nd line to deal because she had called so many times... so she called nearly every 3 days? Very stange indeed...

[Arthurgray50@blu]

I firmly believe that CS at VM needs a kick up the rear, becuase what they don't realise, is that customers do have to take time off work waiting for the engineers to arrive, and when they fail to arrive, this is what causes major aggro, and CS do tell a load of porkies, and they find it funny.

[Ignitionnet]

Originally Posted by Arthurgray50@blu

I firmly believe that CS at VM needs a kick up the rear, becuase what they don't realise, is that customers do have to take time off work waiting for the engineers to arrive, and when they fail to arrive, this is what causes major aggro, and CS do tell a load of porkies, and they find it funny.

I trust you're talking about a metaphorical kick up the rear as opposed to a literal kick in the backside, or indeed punch in the nose?

I can't say I've ever had VM find it amusing that an engineer didn't show, quite the opposite very apologetic on the one occasion it happened to me actually. I would suggest a CS agent find it amusing an engineer no-showed would be a rare event and hardly typical of VM's service nor an indicator that the entire CS needs a kick up the rear. It needs taking back on-shore but beyond that fine for me.

Still YMMV, along with your expectations.

[Digital Fanatic]

Originally Posted by Arthurgray50@blu

I firmly believe that CS at VM needs a kick up the rear, becuase what they don't realise, is that customers do have to take time off work waiting for the engineers to arrive, and when they fail to arrive, this is what causes major aggro, and CS do tell a load of porkies, and they find it funny.

I've never heard of a member of staff talk/think about something like that being funny.

[Peter_]

Originally Posted by Arthurgray50@blu

CS do tell a load of porkies, and they find it funny.

I never lie to a customer ever, as that is not how you deal with an issue, and if I lied it can be guaranteed that it would blow up in my face.

As far as I am concerned every customer that I answer the phone to deserves to be treated with the same respect I would expect from any call centre staff that I have ever had to deal with.

[Sirius]

Originally Posted by Arthurgray50@blu

do tell a load of porkies, and they find it funny.

You would know all about that then

[Arthurgray50@blu]

Hi Moldova, you must be the only member of VM who does tell the truth.

The most classic cockup that l have ever had with a VM CS staff, was when my wife called up to query the bill, and when she went to check, she came back and said that our account did not exist, and she went back to check again, and said we will have to check with the supervisor, they then came back and said, the account has been closed down, we said there must be a mistake, this went on for an hour, Another supervisor came back and said the mistake was made by a trainee who had pressed the wrong button, and it was rectified about two hours later.

[Peter_]

Originally Posted by Arthurgray50@blu

Hi Moldova, you must be the only member of VM who does tell the truth.

The most classic cockup that l have ever had with a VM CS staff, was when my wife called up to query the bill, and when she went to check, she came back and said that our account did not exist, and she went back to check again, and said we will have to check with the supervisor, they then came back and said, the account has been closed down, we said there must be a mistake, this went on for an hour, Another supervisor came back and said the mistake was made by a trainee who had pressed the wrong button, and it was rectified about two hours later.

That is a clerical error which can happen in any business.

I will say that the whole of my team are the same as me and our team statistics prove this is correct.

Everyone but Moldova is out to get you and yours.

"Change provider, simples!"
Broadbandings CF 2009

[Digital Fanatic]

Originally Posted by Arthurgray50@blu

Hi Moldova, you must be the only member of VM who does tell the truth.

The most classic cockup that l have ever had with a VM CS staff, was when my wife called up to query the bill, and when she went to check, she came back and said that our account did not exist, and she went back to check again, and said we will have to check with the supervisor, they then came back and said, the account has been closed down, we said there must be a mistake, this went on for an hour, Another supervisor came back and said the mistake was made by a trainee who had pressed the wrong button, and it was rectified about two hours later.

So, not a case of not telling the truth, more like a mistake?

The majority of staff do tell the truth.

[Welshchris]

ive been lied to a number of times especially about oversubscription.

When i was living in another part of Swansea where theres a lot of students i was there for 3 years and twice in those three years it became over subscribed, second line support told me there were no problems and booked enginners and twice in that time it was esculated to the CEO office that told me it was oversubscribed and Second line support should have told me. This is just 2 occasions that i have been lied to.

I was told when living at home years ago when i was on a 600k connection under NTL that my computer was the cause of a DNS failure LOL! that was support again.

I was told that my telephone was the cause of the fact i couldnt ring out or get incoming calls because they couldnt find a fault when they ran tests nor were there any outages reported yet the line was dead and there was an outage in the area of Swansea i live in which i later found on the service status page.

I could go on and on about my experiences.

[Peter_]

Originally Posted by Welshchris

ive been lied to a number of times especially about oversubscription.

When i was living in another part of Swansea where theres a lot of students i was there for 3 years and twice in those three years it became over subscribed, second line support told me there were no problems and booked enginners and twice in that time it was esculated to the CEO office that told me it was oversubscribed and Second line support should have told me. This is just 2 occasions that i have been lied to.

I can see without going to 2nd line if you are suffering from oversubscription and I would then go to them for confirmation and a possible timescale for a systems upgrade, after which we would in all likelihood get into a discussion about credit for degraded service.

I will once again emphasise that anyone posting here who is a staff member regardless of which centre they work in actually posts here of their own volition and find it somewhat offensive to be besmirched about the job we do at work and sometimes the help we offer on here.

[Welshchris]

at the end of the day this is a public blog, people can air their experiences on what they have had from the company and which departments u must take the negative as well as the positive working in the postition that u do.