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

[nstokes]

Originally Posted by devilincarnate

Most who have read this thred

haha but we are not dead just yet, so unless the bodies get dicovered then its not true, no photo no proof haha

[Tim Deegan]

Originally Posted by nstokes

and your comment "With that attitude, then you obviously used to work in the right place." isnt n insult?

---------- Post added at 18:17 ---------- Previous post was at 18:15 ----------



doesnt mean it was in insult, it was his opinion which he is entitled to say

Only if you think that saying someone works for VM is an insult

Originally Posted by nstokes

actaully my point, if it gets resolved in the end, no point being angry. Its not like someone has died over it or did they???

and my point was that the aspiration of the company and the staff should be to resolve the issue at the 1st attempt not the 2nd,3rd or 4th that just shows that the company and the staff have failed

[Tim Deegan]

Originally Posted by devilincarnate

Tim can I just ask something here from what you posted in reply to one of my posts. You have said that you own a company and also if some was unsure you would like them to ask a manager? But now when people are having a opinion on here you are starting to get irate (If one of your staff did this, What would you do or say?)

I can see both sides of the argument as I have been on both ends.

I'm not getting irate at all.

---------- Post added at 18:38 ---------- Previous post was at 18:37 ----------

Originally Posted by martyh

That seems to be the underlying trend these days .As long as the issue gets resolved ....eventually...no harm no foul .That is totally the wrong way to aproach customer services .

Exactly

[nstokes]

Originally Posted by martyh

and my point was that the aspiration of the company and the staff should be to resolve the issue at the 1st attempt not the 2nd,3rd or 4th that just shows that the company and the staff have failed

oh i misread your post. i see your point, yes they should have done and maybe thats there aim on every call but not every call can be fixed 1st time

Originally Posted by devilincarnate

Most who have read this thred

and yet we still keep posting

[Tim Deegan]

Originally Posted by nstokes

actaully my point, if it gets resolved in the end, no point being angry. Its not like someone has died over it or did they???

And my point is that nobody should have to be messed about in order to sort a problem out. If it was the customer's fault, then fair enough. But when it is VM's fault, they should sort it quickly and with as little disruption to the customer as possible.

---------- Post added at 18:42 ---------- Previous post was at 18:41 ----------

Originally Posted by nstokes

oh i misread your post. i see your point, yes they should have done and maybe thats there aim on every call but not every call can be fixed 1st time

Very true. But this one could have been.

[nstokes]

Originally Posted by Tim Deegan

And my point is that nobody should have to be messed about in order to sort a problem out. If it was the customer's fault, then fair enough. But when it is VM's fault, they should sort it quickly and with as little disruption to the customer as possible.

agreed but see my post above, i bet there aim is to fix all issues as quick as poss without messing the customer around but somethimes it doesnt always work like this, remeber things happen for a reason

Originally Posted by nstokes

oh i misread your post. i see your point, yes they should have done and maybe thats there aim on every call but not every call can be fixed 1st time

Agreed ,i fully accept that not all issues can be fixed with one call ,the same applies in my line of work but as long as this is explained to the customer honestly and openly i find that usually the customer understands .Problems arise when a customer is told the issue is rectified when it hasn't or something isn't possible when it is

[nstokes]

Originally Posted by martyh

Agreed ,i fully accept that not all issues can be fixed with one call ,the same applies in my line of work but as long as this is explained to the customer honestly and openly i find that usually the customer understands .Problems arise when a customer is told the issue is rectified when it hasn't or something isn't possible when it is

i agree and i think the OP could have been given a good explaintion and an appology from VM if he goes through the correct channels

[Andrewcrawford23]

yes i agree tim should have had it all doenand sorted witht eh first call not the 2nd 3rd or 4th but on the same hand tim should not be calling people liers because they state "that impossible" then they come back and fix it, i know that seems liek there lying and maybe the agent should have said i dnt think that is possible and checked but you cant call someone a liar because of how there trained no offense but no one know everything even if you are train on say tivo you will not know ever possible problem you could encourare even if you where train on the in and out of the tivo, i assume tim is not tech savvy because if he was he know that software is temperamental and can do one thing one and minute and another the next with the same command and that is why the staff member will have bene trained never to cancel the order because cancelling the order could mean that in the end tim would not even have got them for tuesday because the order was cancelled but tim thinks that isnt acceptable, he also seems to think that people are robot and never make makes we are all human and make mistake the good people admit there wrong and dnt try to cover themself up.

to sum up no one know everything so it is impossible to train for everything just grow up and accept they mucked up and didnt get it right first time but the person who did fix it wasnta liar just was trained that way, then go and complain to virign about how there system works

[nstokes]

Originally Posted by Andrewcrawford23

yes i agree tim should have had it all doenand sorted witht eh first call not the 2nd 3rd or 4th but on the same hand tim should not be calling people liers because they state "that impossible" then they come back and fix it, i know that seems liek there lying and maybe the agent should have said i dnt think that is possible and checked but you cant call someone a liar because of how there trained no offense but no one know everything even if you are train on say tivo you will not know ever possible problem you could encourare even if you where train on the in and out of the tivo, i assume tim is not tech savvy because if he was he know that software is temperamental and can do one thing one and minute and another the next with the same command and that is why the staff member will have bene trained never to cancel the order because cancelling the order could mean that in the end tim would not even have got them for tuesday because the order was cancelled but tim thinks that isnt acceptable, he also seems to think that people are robot and never make makes we are all human and make mistake the good people admit there wrong and dnt try to cover themself up.

to sum up no one know everything so it is impossible to train for everything just grow up and accept they mucked up and didnt get it right first time but the person who did fix it wasnta liar just was trained that way, then go and complain to virign about how there system works

[devilincarnate]

Originally Posted by nstokes

Have you got the clap

[nstokes]

Originally Posted by devilincarnate

Have you got the clap

quaility you never know, i think i will go to the doctors get get my self checked out

Originally Posted by nstokes

agreed but see my post above, i bet there aim is to fix all issues as quick as poss without messing the customer around but somethimes it doesnt always work like this, remeber things happen for a reason

I would assume that is a given for all companies but i notice that it is harder to keep that aim the bigger a company gets simply because of the different levels of expertise within a large company ,it is much easier to train 10 people to the same standard and keep them there than 1,000 ,plus i would imagine the high staff turnover has a lot to do with it .I have never worked in a call center but i would imagine that there are people who have worked there anywhere from 5yrs to 5 minutes and it's just pot luck which one the customer gets