TiVo : Why can't Virgin Media ever get their customer service right??

[Stephen]

Originally Posted by HD Boy

There is no point in trying to get your point across because he works for Virgin Media business and will not listen to you.

Who my employer is has nothing at all to do with my post. The CSR that helped did all they could under the circumstances and probably didn't want to attempt to rectify the HD issue just incase it cause a problem or delay for the customers order.

They were actually thinking of the customer at the time, although the OP doesn't see it that way.

[Tim Deegan]

Originally Posted by HD Boy

There is no point in trying to get your point across because he works for Virgin Media business and will not listen to you.

I know Stephen works for VM, but I also get the impression that many other people on this thread also work for them. Otherwise they wouldn't be trying to defend the company for what anyone else can see was very poor customer service. In fact they are even using the trick of only quoting part of what I have said.


Like I said before. I think it is a real shame that employees of any company will defend the company to the hilt, rather than tackling the problem of poor customer service. If I worked for a company with CS as bad as VM, then I would be extremely embarrased. And would be working from within to try and get things changed......But then I care about customers.

---------- Post added at 13:29 ---------- Previous post was at 13:28 ----------

Originally Posted by Stephen

Who my employer is has nothing at all to do with my post. The CSR that helped did all they could under the circumstances and probably didn't want to attempt to rectify the HD issue just incase it cause a problem or delay for the customers order.

They were actually thinking of the customer at the time, although the OP doesn't see it that way.

And you know that for sure do you? Or are you just making an assumption, or and excuse?

---------- Post added at 13:31 ---------- Previous post was at 13:29 ----------

Originally Posted by Andrewcrawford23

yes bend over backwards i do it for my own business but when you attack someone who has bent over backwards then you cant expect not to be attacked yourself, you dnt see the 4th person doign anytihng for oyu , you see them lying to oyu, but as has been explained it the way there trained and jsut because someone works for the company does not make them the company they only do what there contracted to do and trained to do, and in this case that is what they done since you wherent happent happy they have probabaly spoke to a manager got authorisation and the information require on how ot fix it quickly so have done it for you, they went the extra miuel by goign and aksing they could have stuck to protocal and said you have to wait maybe if oyu change oyur attuide towards the cs you spoke to people will see oyur poitn and agre vm are the problem

The company has done nothing to bend over backwards. All they have done is sorted a problem that they created (not me). That is not bending over backwards, it is clearing their own mess....and they didn't even want to do that.

As I've said previously, my gripe isn't with the person, who was obviously poorly trained. It is with VM....how many times do I have to say this??

[Stephen]

Originally Posted by Tim Deegan

And you know that for sure do you? Or are you just making an assumption, or and excuse?

I do know that for sure, as I mentioned in an earlier post. I use exactly the same system to do my job and you can't put more than one order on at a time and to cancel and reload can cause problems. You weren't lied too. However the CSR did try to sort it for you and eventually the issue was resolved. I would only class it as bad CD if you didn't get your issue resolved and the CSR didnt do all the possibly could to try and correct the issue of the HD channels not being activated.

[toady]

Sorry but to me VM customer service is no worse than anyone else's. The call centre staff have always be respectful to me, and tried to help where they can. The UK staff appear to be able to have more freedom than their overseas colleagues as to what can be done, but apart from minor issues I've almost always come off the phone happy with the outcome

If your not happy with VMs customer service, then leave and go to another supplier. Complaining on here about VM customer service isn't going to change how VM operate

[A Happy VM Customer]

[kop32]

Tim,
I don't think people on here are defending VM CS but as your main issue seems to be no HD for a couple of days then your issues are a bit OTT,as for the CS Rep lying then have you never heard of the term "lack of training",usually in these cases that is the problem,I just hope you are now happy with your services and if you still feel aggrieved then may I suggest you write to VM through the correct channel to make your point,accusing people of lying on an open forum (without knowing all the facts) seems a little harsh, and before you ask no I don't work for VM.

[Tim Deegan]

Originally Posted by Stephen

I do know that for sure, as I mentioned in an earlier post. I use exactly the same system to do my job and you can't put more than one order on at a time and to cancel and reload can cause problems. You weren't lied too. However the CSR did try to sort it for you and eventually the issue was resolved. I would only class it as bad CD if you didn't get your issue resolved and the CSR didnt do all the possibly could to try and correct the issue of the HD channels not being activated.

You are completely missing the point.....they only sorted it out after I had phoned 4 times......is that good CS????

And on that 4th call I was told "it is impossible" (not "it is impossible unless I have to speak to a manager, who will have to juggle things about"). So if I hadn't pushed the matter, then he still wouldn't have sorted it, and would have left me thinking that "it is impossible", when in fact that statement was proved to be a lie designed to avoid doing a little extra work to sort VM's own mess out.

Now how about stopping towing the party line, and looking at the whole situation from a consumers point of view, and not VM's.

[Micky Finn]

Originally Posted by Jameseh

All this garbage over delayed HD, jesus wept.

Wot he said. Chanced on this thread and can't believe it's been dragged out to four pages. Tim, you should really be ashamed of yourself. You've taken a minor mistake on VM's part and somebody going the extra mile for you and turned it into a very public diatribe against, let's be honest about it, an individual It's clear for all to see that you weren't lied to; your claim of receiving "absolutely terrible" CS from VM is my comedy highlight of this festive season. Take a browse through the forums and see problems some other people have had; puts your experience into context. A 'minor CS mix-up' would be about right, but even then possibly a bit strong. Really shoddy behaviour, Tim.

[Tim Deegan]

Originally Posted by kop32

Tim,
I don't think people on here are defending VM CS but as your main issue seems to be no HD for a couple of days then your issues are a bit OTT

My main issue is not that I didn't have HD for a couple of days. It is the poor CS I received, and the fact that I had to call 4 times to sort it.

Originally Posted by kop32

,as for the CS Rep lying then have you never heard of the term "lack of training",usually in these cases that is the problem,I just hope you are now happy with your services and if you still feel aggrieved then may I suggest you write to VM through the correct channel to make your point,accusing people of lying on an open forum (without knowing all the facts) seems a little harsh, and before you ask no I don't work for VM.

Lack of training is no excuse for lying. It's quite simple, if you don't know you ask. And a customer will respect you far more if you admit that you don't know, and are going to find out. But if you make a clear statement that isn't true, then that is a lie.

---------- Post added at 13:56 ---------- Previous post was at 13:55 ----------

Originally Posted by Micky Finn

Wot he said. Chanced on this thread and can't believe it's been dragged out to four pages. Tim, you should really be ashamed of yourself. You've taken a minor mistake on VM's part and somebody going the extra mile for you and turned it into a very public diatribe against, let's be honest about it, an individual It's clear for all to see that you weren't lied to; your claim of receiving "absolutely terrible" CS from VM is my comedy highlight of this festive season. Take a browse through the forums and see problems some other people have had; puts your experience into context. A 'minor CS mix-up' would be about right, but even then possibly a bit strong. Really shoddy behaviour, Tim.

Read the whole thread before you start throwing insults.

As I said previously, this thread is about the fact that VM just can't seem to get CS right. And my first post is just one of many examples.

[kop32]

Originally Posted by Tim Deegan

Read the whole thread before you start throwing insults.

As I said previously, this thread is about the fact that VM just can't seem to get CS right. And my first post is just one of many examples.

Tim,

There is no bigger insult than saying someone is lying,especially when that individual is not given the right to defend their actions,I think its time you let it go fella!

[Micky Finn]

Originally Posted by Tim Deegan

Read the whole thread before you start throwing insults.

As I said previously, this thread is about the fact that VM just can't seem to get CS right. And my first post is just one of many examples.

I did Tim. I always find it helps to absorb the full, true facts in a situation before mouthing off on a public forum. I viewed your behaviour over the course of these four pages of the thread and deemed it a bit shoddy. I'm pretty confident I'm not alone in my conclusions. If you think that's throwing insults, you have, yet again, misinterpreted a simple situation, which I guess is the cause of this whole thread!

Despite your backtracking and protestations, you were attacking an individual; you've kindly provided the evidence for that yourself. The CS departments of big organisations are a mixed bag at the best of times; VM are no different to that and all you've been victim to is a CS rep doing what he thought was the right thing and then on advice being able to offer something more than was in 'the manual'. Most fair-minded folk would consider that helpful, but hey-ho....

[Tim Deegan]

Originally Posted by kop32

Tim,

There is no bigger insult than saying someone is lying,especially when that individual is not given the right to defend their actions,I think its time you let it go fella!

I have not named the individual, so I am not insulting anyone individually. As I have said on many occasions, my problem is with VM, and their poor training. If they train their staff to make statements that aren't true (a lie), then the problem is with their training.

You have also missed the point that the thread is about poor customer service experience with VM, and the fact that they very rarely seem to be able to get things right.

As I have said before, this is only one occasion in a long line of problems I have had with VM customer service.

---------- Post added at 14:35 ---------- Previous post was at 14:24 ----------

Originally Posted by Micky Finn

I did Tim. I always find it helps to absorb the full, true facts in a situation before mouthing off on a public forum. I viewed your behaviour over the course of these four pages of the thread and deemed it a bit shoddy. I'm pretty confident I'm not alone in my conclusions. If you think that's throwing insults, you have, yet again, misinterpreted a simple situation, which I guess is the cause of this whole thread!

Despite your backtracking and protestations, you were attacking an individual; you've kindly provided the evidence for that yourself. The CS departments of big organisations are a mixed bag at the best of times; VM are no different to that and all you've been victim to is a CS rep doing what he thought was the right thing and then on advice being able to offer something more than was in 'the manual'. Most fair-minded folk would consider that helpful, but hey-ho....

Well you are reaching your own conclusions based on what you have picked out from what I have told you. But remember, none of you were privvy toany of the telephone conversations. So you don't really have the grounds to come to conclusions. If you want to know more then just ask.

[Stephen]

Originally Posted by Tim Deegan

You are completely missing the point.....they only sorted it out after I had phoned 4 times......is that good CS????

And on that 4th call I was told "it is impossible" (not "it is impossible unless I have to speak to a manager, who will have to juggle things about"). So if I hadn't pushed the matter, then he still wouldn't have sorted it, and would have left me thinking that "it is impossible", when in fact that statement was proved to be a lie designed to avoid doing a little extra work to sort VM's own mess out.

Now how about stopping towing the party line, and looking at the whole situation from a consumers point of view, and not VM's.

Its only a hanful of HD channels, hardly a major service effecting issue.

I am not towing anything. That is my personal opinion, and if it was me not having the extra HD channels for a few days really wouldn't warrant this kind of a rant. RAther than calling 4 times, if you had waited till everything was completed and then called to say a few channels were missing it would have been sorted 1st time.

Originally Posted by Tim Deegan

I have not named the individual, so I am not insulting anyone individually. As I have said on many occasions, my problem is with VM, and their poor training. If they train their staff to make statements that aren't true (a lie), then the problem is with their training.

You have also missed the point that the thread is about poor customer service experience with VM, and the fact that they very rarely seem to be able to get things right.

As I have said before, this is only one occasion in a long line of problems I have had with VM customer service.

---------- Post added at 14:35 ---------- Previous post was at 14:24 ----------



Well you are reaching your own conclusions based on what you have picked out from what I have told you. But remember, none of you were privvy toany of the telephone conversations. So you don't really have the grounds to come to conclusions. If you want to know more then just ask.

Absolutely right, Tim - we are only hearing one side of the story.

[Micky Finn]

Originally Posted by Tim Deegan

Well you are reaching your own conclusions based on what you have picked out from what I have told you. But remember, none of you were privvy toany of the telephone conversations. So you don't really have the grounds to come to conclusions. If you want to know more then just ask.

So let me get this right, you're making a public accusation of lying towards an individual member of the VM CS team and looking for support and advice from other members of this forum, without including the full evidence backing up your claim??? Contrary to your wishful thinking, my conclusions are based on everything you've told us, and I'm sure I'm not the only one struggling to come to any other possible conclusions.

[Sirius]

Originally Posted by Hugh

Absolutely right, Tim - we are only hearing one side of the story.

Indeed