TiVo : Complaint About Virgin Media Engineers!

[undertakereddie]

Originally Posted by Hugh

That's not what you said.

You said if I was the employees' Union Rep/lawyer, I would accuse him of prejudicing / pre-judging any investigation by those comments, and would expect disciplinary proceedings against the manager.

I Don't Know What's Going To Happen But That what he said To me on The Phone He was angry with for not completing the job.

[arcimedes]

According to your first post the paper work was wrong, but it does appear that the installers did the work that they were asked to do. It would seem that you have a gripe with the ordering process not the engineers.

[Sirius]

Originally Posted by arcimedes

According to your first post the paper work was wrong, but it does appear that the installers did the work that they were asked to do. It would seem that you have a gripe with the ordering process not the engineers.

To be honest i have not been able to fully understand that first post. Its just one lonnnnnngggggg comment.

[kop32]

I had an Engineer call on Friday and I must say the whole process was fantastic,I called faults on Thursday as my Broadband kept dropping out,the Guy asked me to check some settings on my modem page,he diagnosed that my power levels were way to high (14.2 minimum),anyway,he booked an Engineer visit between 8-12 on friday and on Thursday night I recieved an automated call asking if i still required a visit (Yes),Friday morning @ 08:15 I recieve a call from the Engineer to ask if it was ok to call in the next 5 minutes (Yes),he called put on over shoes,fixed the fault,left his number and said "call me anytime if this fault re-occurs".

Now that is excellent customer service, well done VM Faults Dept.

What is confusing me is all the unnecessary capital letters.I'm itching to get my red pen out..

However I persevered and I believe that the OP has a right to be aggrieved if what he has told us is true.The issue of the manager being prejudiced against the engineers is neither here nor there.The fact that he came and finished the job himself and brought another V+ box speaks volumes.
I'm wondering if it was subcontractors doing the job?

[Tim Deegan]

It strikes me as if it's just a trolling thread, designed to start a big argument.

Agreed that there seems to an confusion by VM over the work ordered, issued, completed / not completed, and then apparently resolved by the Manager.

However, we are only hearing one side of the story, which is why I thought it unprofessional / inappropriate if the Manager did make those comments.

It would have been equally inappropriate if he had made comments to the installers along the lines of "this is a difficult customer - other VM colleagues are always complaining about his attitude".

A manager's job is to investigate and resolve issues, not pre-judge them.

[Peter_]

Originally Posted by undertakereddie

also Me and My family were Cross Because with them because i Complained to There manager because the paperwork was Wrong it was supposed to be 1 Tivo Box, 2 V+ Boxes and 60mb Broadband But I Only recieved my Tivo Box and 60mb broadband from the engineneers and they transfrerred my old V+ Box Into The Living room That Used To be in My Room we were told on the phone the week before that we would get 2 brand new v+ boxes but that didn't Happen because of the mix up.

If you have an existing V+ it would just be moved to another room and not replaced with a new box and any 2nd V+ box would probably be a refurbished box as well if the are any available for installs, the reason being is that at all times the equipment belongs to Virgin Media so you receive what is on the van.

You have spat your dummy out because it has not panned out as you wanted it to and decided to post a trolling thread which has proved popular, not.

[pabscars]

I really cant believe the responses this thread has had so far, to be frank I feel a bit sorry for the OP, it didnt seem like trolling to me.

Sounds like the guy has a genuine grievance but just didn't convey it in a manner that made it easy to read.

Come on guys I thought we were here to help not shoot posters down in flames for having a bit of a whinge.

We all know some engineers are just plain inept, we read about it all the time. My guess is the guys were subbies.

[Peter_]

Originally Posted by pabscars

I really cant believe the responses this thread has had so far, to be frank I feel a bit sorry for the OP, it didnt seem like trolling to me.

Sounds like the guy has a genuine grievance but just didn't convey it in a manner that made it easy to read.

Come on guys I thought we were here to help not shoot posters down in flames for having a bit of a whinge.

We all know some engineers are just plain inept, we read about it all the time. My guess is the guys were subbies.

I spoke about the boxes not always being new which is a fact and being told otherwise is down to the sales department not the installers who can only do what is on their docket.

[pabscars]

Originally Posted by Peter_

I spoke about the boxes not always being new which is a fact and being told otherwise is down to the sales department not the installers who can only do what is on their docket.

I didn't have a major issue with what you said Peter, I just think the OP deserves the right to have a moan if he's been treated badly, and a simple apology from someone within VM's inner sanctum would have probably sufficed.

I was just thinking from VM's perspective, it can sometime's be the little things that make all the difference, and engineers being polite to customers even if they're complete tools is part of the job I would expect.

Clearly the manager had a sense of duty to try and resolve the issue, but could of handled it a bit better.


Oh and lets not forget, undertakereddie could be one of the last guys we bump into on this mortal coil, so go easy guys or he might give a little payback lol

[Kymmy]

Guys, if you have a relevant comment to make about the engineer, the manager or the installation in general then please do.. Making accusations of trolling will only get yourselves in trouble as you all know perfectly well that if a thread/post breaks the rules then please report it, otherwise if you have nothing relevant to say then please leave the thread or use the ignore feature.

In my cases with VM engineers in has been mostly a great service! The only time it wasn't when we ha BB installed years ago, I felt intimidated in my own home, he got aggressive because the cable route we wanted him to take ment more work for him ( not much more), he banged down his tools and became very rude!

[DaMac]

When we first moved into this house we only had broadband, didn't have the tv installed/transfered at first (long story regarding a V+ box charge), when we decided to have the tv installed i left the mrs in, came home that night with a brand new Panasonic plasma with freesat hd to enjoy the V+ with and noticed my mini dish cables just left dangling in the alley way, they had ripped them out and installed in the same hole without asking... Obviousley i was on the phone and hit the roof, Virgin customer services said it was common pratice to remove sky cables and install their own to save drilling extra holes in the wall... even if it is true is it also possible to leave cables trailing on an outside wall for kids to swing on, next day 2 guys came back very sheepish, insisted they wern't the original guys and had to reinstall my mini dish cables and put new plugs on them, absolute coyboys Virgin / Telewest installers and they always have been.

[Tim Deegan]

FRom what the OP said, the paperwork was wrong, and the engineers were following what was on the paperwork. What I can't understand is how this turns into a complaint about the engineers, racism, and poor management???

If the paperwork was wrong, then it was clearly an admin error.