Punters even more dissatisfied by Virgin Media's package

[Taf]

I'd be 100% satisfied if they stopped using their own definition of the word "unlimited" and gave customers what they pay for, and Virginmedia advertises, an "unlimited" broadband/phone service.

[Helix]

Originally Posted by Alan Fry

Do you think that Virgin Media provides better customer service than its predecessors NTL, Telewest etc?

It's probably about the same, NTL before they merged with Telewest did seem to have UK only call centres but the hold times were ridiculous it wasn't unheard of to be waiting over an hour and a half to get through.

It was when they merged with Telewest or just before that they introduced the offshore call centres. I think Richard Branson said at that time he would only let NTL Telewest use the Virgin name if they improved their customer service.

[RichardCoulter]

Originally Posted by Helix

They could easily solve this by bring all call centres back to the UK. They have fixed my issues first time every time. India have never been able to fix anything for me, unless it has been an area fault which they have no involvement in anyway.

Agreed.

Originally Posted by Alan Fry

Do you think that Virgin Media provides better customer service than its predecessors NTL, Telewest etc?

Overall yes, apart from the use of overseas call centres. The waiting times are far less and the attitude/behaviour of the staff has improved remarkably.

Originally Posted by Chad

I don't want to come across as being racist or prejudice but UK based companies should have UK based call centres. Off shore call centres don't have a proven track record of success. I work for a UK based bank, who have no external call centres. Our customers regularly feedback that one of the reasons they choose to bank with us is our UK call centres.

I can never understand why people are so afraid of being tarred as racist, that they are reluctant to criticise any other race.

Originally Posted by Helix

It's probably about the same, NTL before they merged with Telewest did seem to have UK only call centres but the hold times were ridiculous it wasn't unheard of to be waiting over an hour and a half to get through.

It was when they merged with Telewest or just before that they introduced the offshore call centres. I think Richard Branson said at that time he would only let NTL Telewest use the Virgin name if they improved their customer service.

Indeed he did!

[Tim Deegan]

Originally Posted by Masque

You did read mine and Digital fanatic's posts above as it is not true.

Well does that mean I was lied to by VM staff then??

---------- Post added at 18:19 ---------- Previous post was at 18:17 ----------

Originally Posted by Helix

It's probably about the same, NTL before they merged with Telewest did seem to have UK only call centres but the hold times were ridiculous it wasn't unheard of to be waiting over an hour and a half to get through.

It was when they merged with Telewest or just before that they introduced the offshore call centres. I think Richard Branson said at that time he would only let NTL Telewest use the Virgin name if they improved their customer service.

Well they failed miserably there then.

---------- Post added at 18:20 ---------- Previous post was at 18:19 ----------

Originally Posted by Taf

I'd be 100% satisfied if they stopped using their own definition of the word "unlimited" and gave customers what they pay for, and Virginmedia advertises, an "unlimited" broadband/phone service.

You aren't saying that they lie in their advertising are you??????.......So that would be the same as most big companies then. So it probably won't change.

[Stephen]

Originally Posted by Alan Fry

Do you think that Virgin Media provides better customer service than its predecessors NTL, Telewest etc?

Why would it be better. VM is ntl:Telewest and has mostly the same staff.

[Peter_]

Originally Posted by Tim Deegan

Well does that mean I was lied to by VM staff then??

The answer would be yes, unless Liverpool has now moved offshore and I am not being funny in any way here so do not take offence, as the thought of anyone employed by Virgin Media turning round and telling you such lies makes my blood boil.

[Tim Deegan]

Originally Posted by Masque

The answer would be yes, unless Liverpool has now moved offshore and I am not being funny in any way here so do not take offence, as the thought of anyone employed by Virgin Media turning round and telling you such lies makes my blood boil.

Are you high up enough in VM to know for sure?

What I was actually told was that they were moving some from overseas to Swansea.

[RichardCoulter]

Originally Posted by Stephen

Why would it be better. VM is ntl:Telewest and has mostly the same staff.

I am led to understand that management have improved the behaviour, work focussed culture and attitude of staff through: extra training, performance monitoring and improved discipline.

[Peter_]

Originally Posted by Tim Deegan

Are you high up enough in VM to know for sure?

What I was actually told was that they were moving some from overseas to Swansea.

They are closing the Liverpool office with the loss of 435 jobs including all of their broadband 2nd line and the argument to save jobs has even mentioned the potential closure of offshore in order to save our jobs.

We see all the minutes from any meetings between the CWU and the Virgin Media negotiating team and not once has the been any mention of bringing back jobs from offshore be that India, Manila or even South Africa because every member would be aware of this by now.

Remember we are a technical support centre so the only other possibility would be for some of the customer service positions to be what were discussed but those jobs in the UK are based in other centres around the UK.

If you actually know this person then you would need to ask specifically what roles they are talking about because at present it is not our jobs.

The only jobs being advertised in Swansea at present are broadband technical support and for 2nd line support agents.

---------- Post added at 20:55 ---------- Previous post was at 20:54 ----------

Originally Posted by RichardCoulter

I am led to understand that management have improved the behaviour, work focussed culture and attitude of staff through: extra training, performance monitoring and improved discipline.

It is the same staff with basically the same training, performance monitoring and improved discipline so no change there as the targets have never changed.