Complaints to Virgin Media. How not to do it. - Page 4

Toto · 06-12-2009, 17:15

Quote:

Originally Posted by Welshchris

Moldova but thats just ur opinion and the way u deal with people, many other members of staff deal with people in a completely different mannor and this is what im talking about and when they have an attitude problem this is what tends to get peoples backs up.

And you seem to think that a violent act is deserving in those cases?

Sorry, but you are starting to come across as an ass, plain and simple.

06-12-2009, 17:17

Some seem to think abusing staff is their right since they are giving you their money. Wrong!

Russ · 06-12-2009, 17:18

Quote:

Originally Posted by Welshchris

Moldova but thats just ur opinion and the way u deal with people, many other members of staff deal with people in a completely different mannor and this is what im talking about and when they have an attitude problem this is what tends to get peoples backs up.

I've never hidden my frustration at VM's (and other company's) indian callcentre staff over the way they rigidly stick to their script, the way they think they're doing the right thing by serving the company and not the customer and yes I admit to times when I've been screaming and shouting down the phone at them trying to get sense out of them (when calling 3) but getting violent with them? No way, that's never justified.

If a CSA isn't doing their job or gets insulting it should be dealt with by getting the sack, not a kicking.

Welshchris · 06-12-2009, 17:20

Quote:

Originally Posted by Digital Fanatic

It's not an opinion, Welshchris, but the way WE deal with customers as a company. It is certainly not "many others" that do things differently as you state.

I've dealt with people who've come on the 'phone saying "I've had a sh*t day, so you're gonna get it mate!" Regardless of what the issue was, I was certainly not there to be spoken to in that manner and certainly never did anything to encourage such a outburst.

You treat people how you want to be treated, it's as simple as that.

I never stated the majority of staff are like it, i stated there are staff like it, dont try and twist what im saying to an advantage.

Digital Fanatic · 06-12-2009, 17:24

Quote:

Originally Posted by Welshchris

I never stated the majority of staff are like it, i stated there are staff like it, dont try and twist what im saying to an advantage.

I'm not... read post #43

Welshchris · 06-12-2009, 17:26

Yes i said MANY others, didnt say the majority of others did i?

See again ur trying to twist what i said to an advantage.

Digital Fanatic · 06-12-2009, 17:27

Quote:

Originally Posted by Welshchris

Moldova but thats just ur opinion and the way u deal with people, many other members of staff deal with people in a completely different mannor and this is what im talking about and when they have an attitude problem this is what tends to get peoples backs up.

and I quote...

---------- Post added at 17:27 ---------- Previous post was at 17:26 ----------

Quote:

Originally Posted by Welshchris

Yes i said MANY others, didnt say the majority of others did i?

See again ur trying to twist what i said to an advantage.

Did you not type that?

Welshchris · 06-12-2009, 17:32

Yes well most people do deal with people in a different way its human nature, not everyone deals with people in the same way, but to that end it doesnt mean everyone is abusive.

Stuart · 06-12-2009, 17:34

Quote:

Originally Posted by Moldova

As above we do our job in the best way possible for you the customer and if I did not enjoy the challenge I would be working elsewhere.

The are many other staff members who post on here and we do this in our spare time because we want to not because we have to.

Indeed, in some cases, VM do not like the fact that their staff post on here..

---------- Post added at 17:34 ---------- Previous post was at 17:33 ----------

Quote:

Originally Posted by Digital Fanatic

and I quote...

---------- Post added at 17:27 ---------- Previous post was at 17:26 ----------

Did you not type that?

Not sure what you guys are arguing about. You both appear to be saying WelshChris said many, and he did.

Welshchris · 06-12-2009, 17:35

he is implying i meant most and the majority.
But then thats just like Virgin Twist things to an advantage.

This reminds me of the slagging match i had the CEO office 2 weeks ago when the person i spoke to 3 months ago claimed i put in a complaint about the 2 Senior Engineers that came here and he claimed he had the proof in a telephone conversation between us. And when i told him to check the log and stop twisting what i had said as i had only complained about one he listened to the log and came back and said i was right and didnt even appologise.

But thats what i expect from Virgin.

Digital Fanatic · 06-12-2009, 17:38

Quote:

Originally Posted by Welshchris

Yes well most people do deal with people in a different way its human nature, not everyone deals with people in the same way, but to that end it doesnt mean everyone is abusive.

and also that not every CSR is rude and unhelpful

---------- Post added at 17:38 ---------- Previous post was at 17:36 ----------

Quote:

Originally Posted by Welshchris

he is implying i meant most and the majority.
But then thats just like Virgin Twist things to an advantage.

Not at all... I suggest you re-read the posts.

Russ · 06-12-2009, 17:43

Quote:

Originally Posted by Welshchris

he is implying i meant most and the majority.
But then thats just like Virgin Twist things to an advantage.

If the VM staff who post on here were the types to "twist things to an advantage", do you think they'd also be the types to give up their free time to help out on here?

In the 6 years I've been on the team I have never seen a confirmed VM staffer take any sort of attitude with a customer on CF. If they did they'd be dealt with in accordance with our T&Cs, no special treatment for anyone.

06-12-2009, 17:44

Quote:

Originally Posted by Welshchris

Yes well most people do deal with people in a different way its human nature, not everyone deals with people in the same way, but to that end it doesnt mean everyone is abusive.

And so should a company representative suffer abuse from a customer?

I get the feeling you think a representative is there for you to hurl abuse at when its not all going 100%
Skip any process there is and go right to the top and act like a bull in a china shop.
And going by the amount of times you've said in the groups that your contacting the CEO. Yes you did/do harass those helping or doing their best to help you.

It cuts both ways Chris, if a company see's you as a risk they can and will terminate your services.

Welshchris · 06-12-2009, 17:44

Yes the CSR i dealt with at the time was rude and unhelpful.

This is how bad they can be..... In the last 3 months of my sisters contract my sister had a problem with her TV. She had a V+ box and she kept having picture breakup and when switching channels was getting messages she wasnt signed up even tho she was on the full package. She rang them many times to be told the problem is her TV or the Scart lead and never once was she offered an engineers visit. When she went to sky a few weeks later had a call from Virgin asking why she left and she explained and he pulled the records up and informed her that she had actually called in to report the problem 57 times in the final 3 months and that an enginner should have been sent to try and solve the problem and never once were they. He even admitted that the CS team let her down big time as they should have seen the ammount of times she had called and known there was a problem and sent an engineer.

Again CS couldnt be bothered to do their jobs correctly.

Digital Fanatic · 06-12-2009, 17:54

Quote:

Originally Posted by Welshchris

Yes the CSR i dealt with at the time was rude and unhelpful.

This is how bad they can be..... In the last 3 months of my sisters contract my sister had a problem with her TV. She had a V+ box and she kept having picture breakup and when switching channels was getting messages she wasnt signed up even tho she was on the full package. She rang them many times to be told the problem is her TV or the Scart lead and never once was she offered an engineers visit. When she went to sky a few weeks later had a call from Virgin asking why she left and she explained and he pulled the records up and informed her that she had actually called in to report the problem 57 times in the final 3 months and that an enginner should have been sent to try and solve the problem and never once were they. He even admitted that the CS team let her down big time as they should have seen the ammount of times she had called and known there was a problem and sent an engineer.

Again CS couldnt be bothered to do their jobs correctly.

Did she ever speak to 2nd line Support? 57 times? That would have/should have definately auto flagged as a multiple fault customer after the 3rd call and been dealt with accordingly? How long ago was that?