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

[Itshim]

I have to say with the exception of one engineer many years ago.

I have had nothing but outstanding service from all the reincarnations of cable companies that I have been with. From Cabletel to Virgin. Well done to all Staff at Virgin. I for one are very happy with your side of the business. Happy Christmas to you all.

[Tim Deegan]

Originally Posted by Digital Fanatic

Tim, the rep was following company proceedures and would have had to speak to a manager/supervisor for guidance on over-riding the system and rebooking your other install back in.

It's company procedures that appear to be the problem. This is why I have repeatedly said that it is the company as a whole that I have a problem with.

Originally Posted by Digital Fanatic

I'm sorry you feel that I'm not showing concern, but I'm just explaining to you how it works, so you have more understanding of the situation. I don't personally feel you were lied to, but that's up to you.

If someone deliberately doesn't tell the truth, then that is a lie, plain and simple.


It amazes me that on this forum many people will jump to the defence of VM, no matter what the situation is. If you read my first post, then you can all plainly see that the CS that I have received is absolutely terrible. But the sad thing is that you don't seem concerned at all about that.

---------- Post added at 11:07 ---------- Previous post was at 10:59 ----------

Originally Posted by Andrewcrawford23

His statement would have bene true that it was not possible, apart from a very experienced staff most dnt know how to undo things ont eh system for one it is techincally against there contract of employment so he never lied he only told you what he was trained to do ( i am makinga presumption he isnt one of the few very experinced operators)

Now there is ways to get round the system but firstly he would need a manager permission to do so but doing so could also have meant that your thing booked for tuesday could have been mucked up in the form you would have bene waiting longer than tuesday if it went wrong

So you are saying he didn't actually know? Well we have covered this one previously. All he had to do was to tell me that he would check, rather than making an untrue statement.

Originally Posted by Andrewcrawford23

So as other have said you acutally got very good cusotmer service because he done something that is pretty hard to do, if anything you should be complaining to virgin about there system they use for being so crappy it makes it hard for CS to do things to make tihngs right and not accuse a staff memebr who done everything by the books of lying

Trust me when i say i have seen very poor cusotmer services from ome agents

I didn't get good CS. I actually had to tell him that I would move my whole account to Sky (after 20 or so years of using VM), before he would even go and ask someone. But yes I agree that it is most likely VM's policies that are at fault, rather than individuals. But this is what I have said right from the start.

[Stephen]

From your first post VM didn't do anything wrong and also they didn't lie to you at all. Just becuase you weren't given full details it doesn't make it a lie. A lie is giving incorrect information not withholding something.

Its true what DF and others have said. The system can only have one open work order at a time, so if something needs adding or changing they would need to cancel off the order put the other one and then reload all the stuff off the original order. Its a lot of messing about, and I have to use that system on a daily basis.

All this garbage over delayed HD, jesus wept.

[Tim Deegan]

Originally Posted by Jameseh

All this garbage over delayed HD, jesus wept.

Read the first post.....it's about VM's terrible standard of CS, and that they got it wrong 4 times in a row.

And it's about how VM have an excellent product, but they let themselves down by terrible CS (not just on this occasion, this is just the latest example).

[Itshim]

Originally Posted by Tim Deegan

Read the first post.....it's about VM's terrible standard of CS, and that they got it wrong 4 times in a row.

And it's about how VM have an excellent product, but they let themselves down by terrible CS (not just on this occasion, this is just the latest example).

Could it be the way people approach the problem. Yes I have had faults,complaints & moans but CS has ALWAYS sorted them out . Perhaps I am just lucky or perhaps please, thank you, goes a long way to help.

[Tim Deegan]

Originally Posted by Stephen

From your first post VM didn't do anything wrong and also they didn't lie to you at all. Just becuase you weren't given full details it doesn't make it a lie. A lie is giving incorrect information not withholding something.

Haha, very funny....They got it wrong 4 times in a row:

1. they got the initial order wrong
2. they failed to correct it the forst time I called
3. they failed to correct it the second time I called, even though I had text confirmation that they had sorted it
4. then the operator made a statement that wasn't true (a lie). I don't care how you want to dress it up, but he is a representitive of VM, so if he made a statement on behalf of VM that wasn't true, then I have been lied to by VM.

Originally Posted by Stephen

Its true what DF and others have said. The system can only have one open work order at a time, so if something needs adding or changing they would need to cancel off the order put the other one and then reload all the stuff off the original order. Its a lot of messing about, and I have to use that system on a daily basis.

That isn't the customers problem. Just because something involves a bit of effort, doesn't make it impossible.

If they had got everything else right then I wouldn't have been bothered. But I had been told by the three previous operators that things were now as they should be, when they clearly weren't.


This is a cable forum, so as the name suggests people should be able to give praise, ask questions, or criticise, without being jumped on by a bunch of moderators who won't hear a word said aginst VM, no matter how bad their CS is. This has been the same throughout my whole experience of this forum, which is why I actually used to think that the site was owned by VM.

[Itshim]

Originally Posted by Tim Deegan

Haha, very funny....They got it wrong 4 times in a row:



This is a cable forum, so as the name suggests people should be able to give praise, ask questions, or criticise, without being jumped on by a bunch of moderators who won't hear a word said aginst VM, no matter how bad their CS is. This has been the same throughout my whole experience of this forum, which is why I actually used to think that the site was owned by VM.

I do see were you are coming from & have wondered about this as well. However I stand by my statement that I have not had any problems with CS

[Stephen]

Originally Posted by Tim Deegan

Haha, very funny....They got it wrong 4 times in a row:

1. they got the initial order wrong
2. they failed to correct it the forst time I called
3. they failed to correct it the second time I called, even though I had text confirmation that they had sorted it
4. then the operator made a statement that wasn't true (a lie). I don't care how you want to dress it up, but he is a representitive of VM, so if he made a statement on behalf of VM that wasn't true, then I have been lied to by VM.

That isn't the customers problem. Just because something involves a bit of effort, doesn't make it impossible.

If they had got everything else right then I wouldn't have been bothered. But I had been told by the three previous operators that things were now as they should be, when they clearly weren't.


This is a cable forum, so as the name suggests people should be able to give praise, ask questions, or criticise, without being jumped on by a bunch of moderators who won't hear a word said aginst VM, no matter how bad their CS is. This has been the same throughout my whole experience of this forum, which is why I actually used to think that the site was owned by VM.

It doesn't make it a lie, once an order is in progress cancelling and reloading to add something else on can cause problems and that is the only reason for not changing it right away. Systems don't mean that the CS is bad. CS are as helpful as they can be when you are asking for something to be changed that could delay and mess up the rest of your order.

Also at the end of the day CS DID correct the problem and all your services are now working. So CS DID do a good job and gave you what you ordered.

[Tim Deegan]

Originally Posted by Itshim

Could it be the way people approach the problem. Yes I have had faults,complaints & moans but CS has ALWAYS sorted them out . Perhaps I am just lucky or perhaps please, thank you, goes a long way to help.

I take it you didn't read my first post either?

I was very polite to the first three operators, and that actually got me nowhere at all. I only got angry when I was lied to. Now I fully agree that in most cases you will only get anywhere if you are polite. However it doesn't seem that this is the case with VM.

[Andrewcrawford23]

well if they annoyed you that much go to sky because i love to see oyu get yoru 50mb or 100mb with sky i agree with your that your got bad customer service but i dnt agree with you that a CS lied to you they where not trained for yoru problem which is different to lying.

Lying is basically delibrate saying something that is not true because you do not want to do s0omething so to say.

not having knowledge basicaly means you have not been trained so are unaware

you have said again your not attacking cs representive but you again called the cs a lier so it this attuide that more liekly to not get you anywhere

as i have said you got bad cusotmer service because it took 4 times and threat of leaving to fix it right but no one lied to you there only folowing prodecure which i agree are mucked up and viign need to fix them

[Tim Deegan]

Originally Posted by Stephen

It doesn't make it a lie,

I was deliberately told something that wasn't true....what is your deffinition of a lie?

Originally Posted by Stephen

once an order is in progress cancelling and reloading to add something else on can cause problems and that is the only reason for not changing it right away. Systems don't mean that the CS is bad. CS are as helpful as they can be when you are asking for something to be changed that could delay and mess up the rest of your order.

That isn't the customers problem is it? They should get it right in the first place.

I often have to bend over backwards to help customers, but that's what you do for customers. I hate the mentality of people who can't be bothered to do something that may involve a bit of effort. Without customers, you don't have a business.

Originally Posted by Stephen

Also at the end of the day CS DID correct the problem and all your services are now working. So CS DID do a good job and gave you what you ordered.

Yes they did correct the problem, but it took 4 phone calls from the customer to sort it out. That isn't good customer service in anyones book.

[HD Boy]

Originally Posted by Tim Deegan

I was deliberately told something that wasn't true....what is your deffinition of a lie?



That isn't the customers problem is it? They should get it right in the first place.

I often have to bend over backwards to help customers, but that's what you do for customers. I hate the mentality of people who can't be bothered to do something that may involve a bit of effort. Without customers, you don't have a business.



Yes they did correct the problem, but it took 4 phone calls from the customer to sort it out. That isn't good customer service in anyones book.

There is no point in trying to get your point across because he works for Virgin Media business and will not listen to you.

[Andrewcrawford23]

Originally Posted by Tim Deegan

I was deliberately told something that wasn't true....what is your deffinition of a lie?



That isn't the customers problem is it? They should get it right in the first place.

I often have to bend over backwards to help customers, but that's what you do for customers. I hate the mentality of people who can't be bothered to do something that may involve a bit of effort. Without customers, you don't have a business.



Yes they did correct the problem, but it took 4 phone calls from the customer to sort it out. That isn't good customer service in anyones book.

yes bend over backwards i do it for my own business but when you attack someone who has bent over backwards then you cant expect not to be attacked yourself, you dnt see the 4th person doign anytihng for oyu , you see them lying to oyu, but as has been explained it the way there trained and jsut because someone works for the company does not make them the company they only do what there contracted to do and trained to do, and in this case that is what they done since you wherent happent happy they have probabaly spoke to a manager got authorisation and the information require on how ot fix it quickly so have done it for you, they went the extra miuel by goign and aksing they could have stuck to protocal and said you have to wait maybe if oyu change oyur attuide towards the cs you spoke to people will see oyur poitn and agre vm are the problem

Can I remind posters of the CF Acceptable Use Policy - specifically the the part in the section regarding "reputation"

Reputation is private and should not be discussed in forum posts.