Complaints to Virgin Media. How not to do it. - Page 8

Stuart · 07-12-2009, 16:48

Quote:

Originally Posted by Welshchris

Being nice rarely gets u anywhere with virgin especially when the problem had gone on for 4 months anyway.

It's always worked for me...

Flyboy · 07-12-2009, 17:29

Quote:

Originally Posted by Chris

Quote:

Originally Posted by xocemp

If you were put through to a UK support agent, then that was pure luck.
The call tree doesn't allow for transferring to a country unless its the 50Mbit support line.

Now there's some very useful inside info.

Flyboy, how safe do you suppose your assumptions to be now?

Just as safe as they were before. It is not luck, because I get told by the UK call centres that there should be absolutely no reason whatsoever why the call cannot be transferred to the UK.

It is nothing to do with luck, VM is the country's second largest telecommunications company, Hutchison Telecom (Three Mobile) is probably the world's largest telecommunications company, I would imagine they would have the capabilities. In fact, I know they have the capabilities, because they demonstrated that and they have told me so.

What has the bandwidth got to do with transferring calls?

**Chris** · 07-12-2009, 18:06

Quote:

Originally Posted by Flyboy

Just as safe as they were before. It is not luck, because I get told by the UK call centres that there should be absolutely no reason whatsoever why the call cannot be transferred to the UK.

It is nothing to do with luck, VM is the country's second largest telecommunications company, Hutchison Telecom (Three Mobile) is probably the world's largest telecommunications company, I would imagine they would have the capabilities. In fact, I know they have the capabilities, because they demonstrated that and they have told me so.

What has the bandwidth got to do with transferring calls?

So, to summarise, your response is:

1. I'm going to pick and choose which staff member I listen to. I prefer the ones who tell me what I want to hear.
2. I'm going to arbitrarily decide what callcentre processes and technology a company has/has not implemented based on its market capitalisation/customer base/number of countries it operates in/other handy measure of 'largest'.
3. I'm going to wilfully refuse to understand the obvious connection between service tiers and the physical location of CSRs servicing those tiers.

Flyboy · 07-12-2009, 18:35

1. If one tells me they are the manager and then the other tells me the other one was lying and he is the manager, one of them have lied. It is more likely that he second is telling the truth. If the UK tell me that here should be no problem with transferring the call and it has happened before, the call handler is lying. If the call handler tells me that every single manager in the entire company is in the same meeting....., need I go on.

2. When the higher level service departments in the UK tell me that here is not physical, policy or technological reason why my call should not be transferred to the UK, what conclusion should I draw? If the UK are not telling the truth, what should I coinclude?

3. Does not answer the question, "What has the bandwidth got to do with transferring calls?"

Digital Fanatic · 07-12-2009, 19:20

Quote:

Originally Posted by Welshchris

Being nice rarely gets u anywhere with virgin especially when the problem had gone on for 4 months anyway.

You should try it... it works for me nearly every time

Peter_ · 07-12-2009, 19:34

Quote:

Originally Posted by Chris

Now there's some very useful inside info.

Flyboy, how safe do you suppose your assumptions to be now?

The 50Mb Support team is UK based and we are ring fenced and all 50Mb call come to us either through the direct line on 0800 052 0431 or via the internal transfer system.

But if you use the number and you do not have 50Mb then we have to follow process and put you back into the Technical Support queue, so do not think that it can be used to bypass the system.

Turkey Machine · 07-12-2009, 19:37

The agent who I spoke to to sort my bill out with rogue VOD charges from a nicked STB was so helpful I asked to speak to his manager. He seemed quite shocked I was so grateful!

Flyboy · 07-12-2009, 19:49

Quote:

Originally Posted by Moldova

The 50Mb Support team is UK based and we are ring fenced and all 50Mb call come to us either through the direct line on 0800 052 0431 or via the internal transfer system.

But if you use the number and you do not have 50Mb then we have to follow process and put you back into the Technical Support queue, so do not think that it can be used to bypass the system.

But that doesn't physically stop call centre operatives, from any company in the world, from transferring calls to the UK. So I dont see Chris's, Russ's and Xocemp's issue?

Peter_ · 07-12-2009, 19:55

Quote:

Originally Posted by Flyboy

But that doesn't physically stop call centre operatives, from any company in the world, from transferring calls to the UK. So I dont see Chris's, Russ's and Xocemp's issue?

The is no option for UK agents we have 5 Technical Support Centres 1 English, 1 Welsh, 1 Scottish and 2 in Pune and Delhi and we have a single call tree which means that you get the next agent regardless of location.

Flyboy · 07-12-2009, 19:58

But there is no bar to transferring the call to the UK. I know, because I have had calls transferred to the UK, not just with VM (call was transferred to customer relations????), but with most other companies.

Peter_ · 07-12-2009, 20:06

Quote:

Originally Posted by Flyboy

But there is no bar to transferring the call to the UK. I know, because I have had calls transferred to the UK, not just with VM (call was transferred to customer relations????), but with most other companies.

The is no link on our systems that say UK call centre you just go into the queue, Customer Relations are all probably UK based but even they cannot transfer you to a UK agent.

If I want to transfer you to TV faults the is one option and that is the same for Customer Services and all I do is chose the department and transfer when it starts ringing, then you get to speak to whoever answers regardless of who you would prefer.

Flyboy · 07-12-2009, 20:15

So, why then, when I had a problem with my V+ box and I was quoted ten days for an engineer, I was put through to the UK when I kicked up a fuss about having to wait ten days? This was no fluke, the call handler's manager (surprised I actually got one) offered the transfer to the UK.

Peter_ · 07-12-2009, 20:19

Quote:

Originally Posted by Flyboy

So, why then, when I had a problem with my V+ box and I was quoted ten days for an engineer, I was put through to the UK when I kicked up a fuss about having to wait ten days? This was no fluke, the call handler's manager (surprised I actually got one) offered the transfer to the UK.

No idea as the is no option for me to do it or any other agent as all we have is a menu with departments and we choose the required one to call or transfer to, maybe they dialled a number to which we have no access.

07-12-2009, 22:48

The only transfer to a UK agent for digital (TV) is to transfer to digi 2nd line.
Digi 2nd line take customer calls whereas broadband 2nd line do not.

Peter_ · 08-12-2009, 06:24

Quote:

Originally Posted by xocemp

The only transfer to a UK agent for digital (TV) is to transfer to digi 2nd line.
Digi 2nd line take customer calls whereas broadband 2nd line do not.

There you go a fine answer to your question and mine.