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

[Stephen]

Originally Posted by Tim Deegan

Here we go again, a VM employee with his head in the sand, thinking that VM can't possibly have done anything wrong! Who are you trying to convince?

Stop defending poor service. We all know that VM are one of the worst as far as the comms companies go. And you are still trying to deny that taking 4 phone calls to get something right is good customer service.

This has nothing to do with being a VM employee.

For the tiny issue of not having some HD channels you are really making a mountain out of a mole hill. You called up 4 times, when really if you had just waited a couple more days and then called it would have only taken that one phone call to resolve the small issue.

As I mentioned I use the same system on a daily basis so I know how it works.

It was not poor service at all. Poor service would be not getting the issue resolved!

[paultrademark]

Originally Posted by Stephen

making a mountain out of a mole hill.

I said that about 8 pages ago and got into trouble for it

Tim, have you done as myself and others have suggested and contacted complaints?

In all fairness, I've dealt with some hellish CS reps from VM (and other companies too), and the latest one was just a few weeks ago from VM.

The complaints team person we got (well CEO team), put a goodwill gesture on my account after the investigation they did for the terrible attitude by one particular VM Employee, and hopefully it was fed back to them as a training issue.

[Peter_]

Originally Posted by Tim Deegan

Here we go again, a VM employee with his head in the sand, thinking that VM can't possibly have done anything wrong! Who are you trying to convince?

Stop defending poor service. We all know that VM are one of the worst as far as the comms companies go. And you are still trying to deny that taking 4 phone calls to get something right is good customer service.

Maybbe you should take your head out of the sand and read the facts according to OFCOM.

http://www.ispreview.co.uk/story/201...isfaction.html

Ofcom has today released its latest customer satisfaction survey, which covers the UK's biggest fixed line broadband ISPs, Mobile Broadband operators and telephone providers (those with a market share of 4%+). The results, which come from a September 2011 study, reveal that Sky Broadband (BSkyB) and Virgin Media both have the highest overall level of satisfaction for fixed internet providers at 71%.

As I said above you are complaining about an agent who did his level best to help you and you then call them a liar, do you have such high standards in your own business or do you turn a blind eye as long as it results in a sale, now be honest.

The agent went above ad beyond and you label him a liar, that is truly sad and vindictive, I wonder how high an employee turnover your business has.

[Tim Deegan]

Originally Posted by Stephen

This has nothing to do with being a VM employee.

For the tiny issue of not having some HD channels you are really making a mountain out of a mole hill. You called up 4 times, when really if you had just waited a couple more days and then called it would have only taken that one phone call to resolve the small issue.

As I mentioned I use the same system on a daily basis so I know how it works.

It was not poor service at all. Poor service would be not getting the issue resolved!

Well that just sums up the training of VM employees if they think it is good CS.

[Peter_]

Originally Posted by Tim Deegan

Well that just sums up the training of VM employees if they think it is good CS.

I would love to see how you train your staff especially for sales positions.

[Sirius]

Originally Posted by Tim Deegan

Here we go again, a VM employee with his head in the sand, thinking that VM can't possibly have done anything wrong! Who are you trying to convince?

Stop defending poor service. We all know that VM are one of the worst as far as the comms companies go. And you are still trying to deny that taking 4 phone calls to get something right is good customer service.

So i take it your going to ignore my question in post 172

[Tim Deegan]

Originally Posted by paultrademark

I said that about 8 pages ago and got into trouble for it

Tim, have you done as myself and others have suggested and contacted complaints?

In all fairness, I've dealt with some hellish CS reps from VM (and other companies too), and the latest one was just a few weeks ago from VM.

The complaints team person we got (well CEO team), put a goodwill gesture on my account after the investigation they did for the terrible attitude by one particular VM Employee, and hopefully it was fed back to them as a training issue.

Like I said, this thread is about poor CS from VM in general. This was only one example of many.

I have also said before that usually it is the overseas call centres who give terrible service, and the UK ones are usually ok.

The reason I haven't complained on this occasion is because I feel it is mainly training and company policies that are at fault. So putting in a complaint about any one, or all four of the CSR's would probably more likely drop them in it, rather than change the way the company operates.

---------- Post added at 17:05 ---------- Previous post was at 17:04 ----------

Originally Posted by Sirius

So i take it your going to ignore my question in post 172

I have answered your questions

---------- Post added at 17:08 ---------- Previous post was at 17:05 ----------

Originally Posted by Masque

Maybbe you should take your head out of the sand and read the facts according to OFCOM.

http://www.ispreview.co.uk/story/201...isfaction.html

As I said above you are complaining about an agent who did his level best to help you and you then call them a liar, do you have such high standards in your own business or do you turn a blind eye as long as it results in a sale, now be honest.

The agent went above ad beyond and you label him a liar, that is truly sad and vindictive, I wonder how high an employee turnover your business has.

I seem to remember recently a thread about an OFCOM report slating VM's CS.


Yes I do have extremely high standards in my business. But then customer satisfaction is extremely important to me.

[Peter_]

Originally Posted by Tim Deegan

Like I said, this thread is about poor CS from VM in general. This was only one example of many.

I have also said before that usually it is the overseas call centres who give terrible service, and the UK ones are usually ok.

The reason I haven't complained on this occasion is because I feel it is mainly training and company policies that are at fault. So putting in a complaint about any one, or all four of the CSR's would probably more likely drop them in it, rather than change the way the company operates.

I see you are ignoring my questions about the training of your own staff, I think that in essence answers everyones questions that you obviously have double standards as I bet you tell your staff to hook the customer by any means possible especially with them probably having targets to attain.

You dislike the thought of someone trying their best to help you because you then accuse them of lying as they were able to get your issue sorted out, that is going the extra mile in anyones book unlike an unscrupulous salesperson in a showroom.

[Sirius]

Originally Posted by Tim Deegan

I have answered your questions

Sorry but i dont seem to be able to find the answer to the questions in post 172

[Tim Deegan]

Originally Posted by Masque

I see you are ignoring my questions about the training of your own staff, I think that in essence answers everyones questions that you obviously have double standards as I bet you tell your staff to hook the customer by any means possible especially with them probably having targets to attain.

You dislike the thought of someone trying their best to help you because you then accuse them of lying as they were able to get your issue sorted out, that is going the extra mile in anyones book unlike an unscrupulous salesperson in a showroom.

I train my staff to a very high standard. And I wouldn't tollerate poor CS.

---------- Post added at 17:16 ---------- Previous post was at 17:13 ----------

Originally Posted by Sirius

Sorry but i dont seem to be able to find the answer to the questions in post 172

I have answered your qiestions.

And I have also told you on many occasions that my gripe is with the poor training and policies of VM, and not with individuals......read my first post.

Originally Posted by Masque

You just fail to understand that agents must follow a certain process and sometimes that process will disallow certain things, so the first three agents would not do it but the forth went away and found a way to do it and because of that he lied to you, AMAZING, most people would consider that as going the extra mile but sadly not you, I wish that the agent could read this and then call you up and say sorry the has been a mistake and we have to cancel it.

Maybe this thread should be used by VM as a training exercise .In my opinion the biggest mistake made by the cs rep was using the word "impossible".As soon as that word is used then the rep is in a hole he/she can never get out of without making him/herself look poorly trained or inexperienced (the latter is the issue here i think)


@Tim,
Whilst i agree you where messed about with poor customer service i feel it is unfair to label the rep as a liar simply because you do not know what he was thinking when he told you "it was impossible".He may have been convinced it wasn't possible because that's what his training
said ,or he may have been thinking i really want to help this poor chap who has been mucked about by some other idiots so I'll ask my manager to find a way to resolve the issue",
conversely he may have been thinking "god i wish this prat would just go away my shift ends in 5 mins and this will take forever" .
My point is you ,me and the entirety of this forum do not know what he was thinking so unless you have definitive proof he was deliberately deceiving you then he was not lying ,innocent until proven guilty and all that

[Sirius]

Originally Posted by Tim Deegan

And I have also told you on many occasions that my gripe is with the poor training and policies of VM, and not with individuals......read my first post.

Sorry but i don't believe you. Were you trained to say that.

[Peter_]

Originally Posted by martyh

Maybe this thread should be used by VM as a training exercise .In my opinion the biggest mistake made by the cs rep was using the word "impossible".As soon as that word is used then the rep is in a hole he/she can never get out of without making him/herself look poorly trained or inexperienced (the latter is the issue here i think)

Actually that is quite incorrect as the agents found they could not do it but the fourth found out how and was therefore accused of lying because they managed to sort out the issue, that is completely out of order.

If you used this as a training document then we as agents would just follow process and no one would get their issues or upgrades because the computer said no, plus we would not even be on any forums providing help in our off duty times.

[Osem]

Originally Posted by Hugh

btw, I see you have very good reviews from your customers on the web for your company - I especially liked this one.

I say, that is a very good review isn't it.

I don't suppose VM get many as good as that.......

Originally Posted by Masque

Actually that is quite incorrect as the agents found they could not do it but the fourth found out how and was therefore accused of lying because they managed to sort out the issue, that is completely out of order.

In all my dealings with customers the first rule is never say never .You just don't say that a thing is impossible because usually there is a way to achieve it .I appreciate that to all intents and purposes what Tim wanted done was impossible ....for the reps he spoke to .......because they didn't have the necesary permissions but it was possible for a manager .It is splitting hairs i know .As i have said i would not call the rep a liar and think Tim is wrong to do so