TiVo Engineers - how good are they - Page 2

alwaysabear · 12-10-2012, 08:32

I have to say that whenever Technicians have visited me they have been very helpful and courteous. They have even given me their mobile number to use if the problem reoccurred within a day or two.

Ken W · 12-10-2012, 08:51

Quote:

Originally Posted by alwaysabear

I have to say that whenever Technicians have visited me they have been very helpful and courteous. They have even given me their mobile number to use if the problem reoccurred within a day or two.

I have also had excellent Technicians from Virgin unlike when I was with BT it took 6 engineers and a call to the service manager to get my BT line fixed which is why I left them and moved to cable many years ago.
10 /10 to Virgin technicians.

Arthurgray50@blu · 12-10-2012, 14:41

Hi jb66, The engineers or techincans as you call yourself might have poor equipement,.

My main grief is that there is no supervision of 'personnel' that arrive at my house following the problem, some 'personnel' that arrived did not have a clue at what the problem was.

But after the sixth attempt a technican arrived found the fault and repaired it, so why didn't the other five techincans find it.

In my jobm if there is a problem, l go to my line manager - its that simple.

spiderplant · 12-10-2012, 17:02

Quote:

Originally Posted by Arthurgray50@blu

But after the sixth attempt a technican arrived found the fault and repaired it, so why didn't the other five techincans find it.

It was a difficult and unusual fault. Though to be fair I would have expected them to try replacing all internal cabling and splitters before 6 visits.

Quote:

Originally Posted by Arthurgray50@blu

In my job, if there is a problem, l go to my line manager - its that simple.

And can your line manager always resolve it?

Arthurgray50@blu · 12-10-2012, 17:20

Spiderman - yes my line manager can resolve it, all she does is ask me what the problem is and it dealt with there and then.

All problems are never allowed to go more than 24 hrs

spiderplant · 12-10-2012, 18:42

Does she want a job?

jb66 · 12-10-2012, 20:24

Arthur obviously all techs are crap, not the diagnostic equipment

andy_m · 12-10-2012, 20:59

Quote:

Originally Posted by jb66

Arthur obviously all techs are crap, not the diagnostic equipment

If either is substandard then the service as a whole isn't what it should be. Don't take what Arthur 's saying personally, but don't expect anybody to be happy with 6 visits to resolve a problem that appears to be the result of a poor install either.

FWIW I needed a second visit to complete my TiVo installation. I don't care whether the tech or the kit was to blame, I just wanted it done right first time, but it wasn't.

kop32 · 13-10-2012, 08:17

Quote:

Originally Posted by Arthurgray50@blu

Spiderman - yes my line manager can resolve it, all she does is ask me what the problem is and it dealt with there and then.

All problems are never allowed to go more than 24 hrs

Perhaps Virgin Media should just employ your Line Manager and then all of their problems would be solved and know one would ever have to complain ever again ..............

FriedBuddha · 14-10-2012, 08:12

I've only had one poor experience with VM techs in all the years I have been with them. I had had an extra box installed in the bedroom and because the installer had tried to make his work a bit neater by linking it to an existing RF output, I wasn't getting all the channels, the problem came when a different tech came to sort out the problem, he moaned and groaned the whole time and even forced me to move stuff around in my loft and bedroom or he wouldn't do the job. On the whole though, apart from this one guy, the techs have been courteous and professional.

jb66 · 14-10-2012, 09:47

we are not supposed to move your stuff, id be angry too as the guy who botched it got paid for that job

andy_m · 14-10-2012, 15:57

But as a professional you'd explain why the customer had to move the stuff and you'd keep your moans and groans to yourself and then report them back to the company in the right way. Right? Please tell me thats right. Having to put up with a grumpy tech in your own home is pretty unacceptable, I don't care what reason you think you have.

jb66 · 14-10-2012, 16:34

I wouldn't have done the job and referred it to my manager to get the cowboy back who messed up the first time.

If we move furniture and scratch a floor or the customer complains that something is damaged we would be called into a meeting and could potentially be disciplined. I don't care how the customer feels moving there stuff, keeping my record clean is more important to me.

andy_m · 14-10-2012, 16:50

I've no problem with the moving the stuff thing, I've a problem with the fact that a customer doesn't appear to understand why thats the rule. It should have been explained properly, and preferably by somebody who didn't have the hump.

jb66 · 14-10-2012, 17:02

Maybe he was peed with the customer singing the last guys praises when he has made a mess of things. But yes, its not the customers problem