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

[nstokes]

Originally Posted by martyh

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

in some ways you are correct, i have been working at the same one for over 6 years and tbf i dont know it all as no one person can know everything, i still get things wrong and sometimes my calls arnt always the best but i learn from it and take things on board, i have had customer like Tim before and tbh i deal with the issue and if they have anything bad to say about me when they have no need i leave it and forgot get, move on to the next one, if i had done something incorrect then i understand his POV but the agent he is talking about (4th call) didnt do anything wrong apart from maybe have used the wrong wording but he sorted the issue out

Originally Posted by nstokes

in some ways you are correct, i have been working at the same one for over 6 years and tbf i dont know it all as no one person can know everything, i still get things wrong and sometimes my calls arnt always the best but i learn from it and take things on board, i have had customer like Tim before and tbh i deal with the issue and if they have anything bad to say about me when they have no need i leave it and forgot get, move on to the next one, if i had done something incorrect then i understand his POV but the agent he is talking about (4th call) didnt do anything wrong apart from maybe have used the wrong wording but he sorted the issue out

As in any industry there will be employees who are only interested in the pay packet ,Tim may have got one of those who only sought a work around because Tim didn't "go away".The problem with call centers is there is very little in the way of accountability if the rep is wrong or gives wrong information ,as you say once a call is finished it's onto the next one and the previous call is forgotten about ,sometimes you may never know if the wrong information is given

[Peter_]

What non thread this has turned into, an agent says something cannot be done and goes away and finds out how to sort out the issue and then gets branded a liar, how sad is that.

Did you get your issue resolved or did you not a simple yes or no will suffice.

If the agent knew how much you whinged about them on here then in future they might just go sod it! not my issue and not even try to resolve your issue if his is the kind of thanks and frankly sad attitude that goes on after the problem is sorted out.

Get a grip and smell the coffee.

[devilincarnate]

Originally Posted by Masque

What non thread this has turned into, an agent says something cannot be done and goes away and finds out how to sort out the issue and then gets branded a liar, how sad is that.

Did you get your issue resolved or did you not a simple yes or no will suffice.

If the agent knew how much you whinged about them on here then in future they might just go sod it! not my issue and not even try to resolve your issue if his is the kind of thanks and frankly sad attitude that goes on after the problem is sorted out.

Get a grip and smell the coffee.

Did you take the call then

Originally Posted by Masque

What non thread this has turned into, an agent says something cannot be done and goes away and finds out how to sort out the issue and then gets branded a liar, how sad is that.

.

With respect Masque ,

can't you see how ,from a customers point of view ,saying that something cannot be done and then doing it is just plain wrong ,as i said earlier i wouldn't call the rep a liar ,maybe lazy or ill trained but not a liar

Did you get your issue resolved or did you not a simple yes or no will suffice.

That is not relevant in this case ,it's how it was handled during the 4 calls Tim had to make to resolve it

If the agent knew how much you whinged about them on here then in future they might just go sod it! not my issue and not even try to resolve your issue if his is the kind of thanks and frankly sad attitude that goes on after the problem is sorted out.

Or he /she may feel a tad embarrassed and decide to up their game

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,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.

Originally Posted by nstokes

i myself work in a contact centre and i see the OP's POV HOWEVER i also think he is seeing this in the wrong light. Yes VM MAY have made a mistake with this but mistakes happen and people only learn from mistakes same a business. Maybe the call agent could have worded it better than he did but each agent deals with THIER calls differently.

In the call centre i work in we try and look after out own customers, may that be the person that is calling up, a manager you are dealing with or an external contact. Sometimes this isnt always possible and on the next call it gets done differently.

I can understand that OP is a bit down hearted about this but at the end of the day the end result is that the issue was RESOLVED. The call didnt cost anything as it is free from a VM phone line. I think that the OP is taking this all the wrong way and dealing with it in the wrong manner as well. If you are unhappy email CEO office and make a complanit but not only that the OP needs to make a suggestion to VM on how to IMPROVE the CS.

Ok can we all now calm down and drink some beer, it is xmas after all

Originally Posted by Tim Deegan

That's because various posters have said that I should contact the CEO's office rather than post in a forum. So why would they want me to do that?????


This is a forum, and this thread is fully in context with the web site.

---------- Post added at 18:13 ---------- Previous post was at 18:12 ----------



Personal insults aren't very funny, and are also against forum rules. So mods please remove the offending post

---------- Post added at 18:14 ---------- Previous post was at 18:13 ----------



I had evidence of their behavior. They had no evidence of my behavior during the calls.

Erm, nobody said you shouldn't post in a forum.

You appear to have misinterpreted what they meant.

[Peter_]

Originally Posted by martyh

With respect Masque ,

can't you see how ,from a customers point of view ,saying that something cannot be done and then doing it is just plain wrong ,as i said earlier i wouldn't call the rep a liar ,maybe lazy or ill trained but not a liar



That is not relevant in this case ,it's how it was handled during the 4 calls Tim had to make to resolve it



Or he /she may feel a tad embarrassed and decide to up their game

He got an agent who took the time to find out how to sort out his issue and that in no way means the other agent/s were lying in any way as they were probably just following process which oddly enough all companies have set in place even his own bed company but I bet that he will override that process if it gets him a sale and he would be lying to say otherwise.

So one agent goes the extra mile and either finds out or gets help with regards his request and instead of praising the agent that went that extra mile he shot down everyone else who were just doing their job.

Now if I or the other Virgin Media members of staff that post on here just did our jobs then we would not be here and as soon as we clocked off we would forget about work for another day, but we like the agent who sorted him out thought we would like to help and here we all are.

In reality he should be showering plaudits on the agent who went that extra mile but oddly he prefers to besmirch everyone else hence this ridiculously long thread which is going nowhere and only makes people like us go WTF!!!

Oh and by the way you will find this is the one and only time I have ever posted WTF!!!

[Digital Fanatic]

Seems the moral of this thread is ...... Don't go the extra mile for the customer, it won't be appreciated and you'll be called a liar on forums.

Originally Posted by Digital Fanatic

Seems the moral of this thread is ...... Don't go the extra mile for the customer, it won't be appreciated and you'll be called a liar on forums.

That would appear to be the case.

[Lew]

Well, you know what they say; no good deed goes unpunished.

Originally Posted by Digital Fanatic

Seems the moral of this thread is ...... Don't go the extra mile for the customer, it won't be appreciated and you'll be called a liar on forums.

That is sad DF you went the extra mile for me today answering a TiVo issue I had and it is greatly appreciated

The problem I have is when CS is not prepared to go beyond the script or poorly trained I remember once a couple of years ago in a top electrical store the salesman answered my freeview HD question by saying it will never happen, SKY would block it

[Chad]

So someone at Virgin has given inaccurate information to the original poster. The original poster has then aired his dissatisfaction to the Virgin employee who then managed to go away and resolve the matter.

What we don't know, and will never know, is the reasons behind the individual at Virgin giving the inaccurate information in the first place. Was the person a new employee? Has the person ever received adequate training and development on the subject being discussed? Was the person just giving the standard response he was advised to if such a problem so happens to present itself?

You can't just go about calling the person a liar because they gave out the wrong information. The person who gave the advice at Virgin might have genuinely believed he was giving the correct advice. Unless we ever get the full story, including the point of view from the Virgin employee, we will never fully know what happened.

All in, whilst it can be annoying when someone gives you bad or incorrect information, the person at Virgin did ultimately deliver what the original poster wanted. Sure it sounds like it could have went smoother but the Virgin employee came good in the end.

The thing that puzzles me is how this thread has managed to get almost 9 pages long over, what looks to me, like a non event. I'm not trying to dismiss the original posters point of view but what harm has really been done here? Now the real problem would have been if the person from Virgin went away and found out he could activate the HD, but then continued to stick to his guns stating it couldn't be activated until Tuesday and left the original poster waiting for another 24 hours to receive his channels.

I think and hope all the VM staff members on this forum, know their support is held in very high regarded by a majority of Forum members and without them this forum would be greatly devalued!!

[Chad]

Originally Posted by mlayzell

I think and hope all the VM staff members on this forum, know their support is held in very high regarded by a majority of Forum members and without them this forum would be greatly devalued!!

Whilst I have had issues with Customer Service at Virgin Media, I've always found the staff who post here very honest, helpful and approachable. We all have bad experiences with customer services, regardless of the company we are dealing with. No company offers 100% customer satisfaction, it just isn't possible.

Originally Posted by mlayzell

I think and hope all the VM staff members on this forum, know their support is held in very high regarded by a majority of Forum members and without them this forum would be greatly devalued!!

+1