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

[andy_m]

I don't know whether I agree with the op, or the several people who obviously don't. What I do know is that, if you're really looking for decent customer service then it's kind of ironic that you were prepared to move to Sky to get it. Having experienced both, yes, sometimes Virgin get it wrong, but they are a breath of fresh air compared with their competitor, IMO.

[devilincarnate]

Originally Posted by martyh

if i took that many attempts to get a job right i would never get paid

Is that why you Santa on your Avatar is coming out of the chimney with a full sack instead of going in with one

Originally Posted by devilincarnate

Is that why you Santa on your Avatar is coming out of the chimney with a full sack instead of going in with one

he's comming out of the chimney with a slightly less full sack after depositing lots of nice toys for the kiddies

Originally Posted by devilincarnate

Can I just put a suggestion forward for those with a Lack of understanding (ME).

Can we have from team members at the start of the post that they are replying to "THIS IS AS A MOD" or "THIS IS MY OPINION" to stop any confusion on threads like this?

I will get my coat now

As Stephen said, our signatures try to make that clear (please see below for clarification).

This is also stated in the CF Acceptable Use Policy, specifically under the Moderation section

Any post which is made in a bold font by a Cable Forum Team member, is a moderating decision and instruction that must be observed by all board users

[Andrewcrawford23]

When i worked at VM TS i had someone like him on the phone and no matter what you told them they never accept it and always said yoru VM and it your problem even though the problem was with there computer and if tim was liek this person then i say even more he got good cusotmer service as this type of person are insulting wihtout being abusive

[devilincarnate]

Originally Posted by Hugh

As Stephen said, our signatures try to make that clear (please see below for clarification).

This is also stated in the CF Acceptable Use Policy, specifically under the Moderation section

Yes thank you, as I posted in regards to Stephen's post thanks for the clarification.

---------- Post added at 17:26 ---------- Previous post was at 17:16 ----------

I have just remembered when I worked for O2 I used to give out my name and also my extension number. So that if what I said did not happen they would be able to get put back through to me. But sometimes they would come through to me as they were happy the way that I handled their call.

If in doubt you could always ask for their name and extension number so that if any thing went wrong you would be able to ask the person direct.

I gave my details out off of my own back and not the company policy.

[paultrademark]

Originally Posted by devilincarnate

[/COLOR]I have just remembered when I worked for O2 I used to give out my name and also my extension number. So that if what I said did not happen they would be able to get put back through to me. But sometimes they would come through to me as they were happy the way that I handled their call.

If in doubt you could always ask for their name and extension number so that if any thing went wrong you would be able to ask the person direct.

I gave my details out off of my own back and not the company policy.

Problems can arise from that too in a Call Centre enviroment, as some CCM systems don't include direct inbound calls in the agents targets. And if you are getting pressure from management to hit your targets, sometimes stats come before customer service.. wrongly IMO

[devilincarnate]

Originally Posted by paultrademark

Problems can arise from that too in a Call Centre enviroment, as some CCM systems don't include direct inbound calls in the agents targets. And if you are getting pressure from management to hit your targets, sometimes stats come before customer service.. wrongly IMO

It needed some one to transfer the call to me, So if I was busy i would not be able to take the call. But they would be able to send me a message about it and dependent on the message I would be able to ask the team leader if I was able to call the customer back.

Originally Posted by Tim Deegan

Now that is a brilliant idea

Also if anyone who works for VM, BT, Sky or whoever could make it clear if they are defending their employer (I can understand employee loyalty), or if it is their own personal view.

I refer you to my signature

[nstokes]

i myself work in a contact centre and i see the OP's POV HOWEVER i also think he is seeing this in the wrong light. Yes VM MAY have made a mistake with this but mistakes happen and people only learn from mistakes same a business. Maybe the call agent could have worded it better than he did but each agent deals with THIER calls differently.

In the call centre i work in we try and look after out own customers, may that be the person that is calling up, a manager you are dealing with or an external contact. Sometimes this isnt always possible and on the next call it gets done differently.

I can understand that OP is a bit down hearted about this but at the end of the day the end result is that the issue was RESOLVED. The call didnt cost anything as it is free from a VM phone line. I think that the OP is taking this all the wrong way and dealing with it in the wrong manner as well. If you are unhappy email CEO office and make a complanit but not only that the OP needs to make a suggestion to VM on how to IMPROVE the CS.

Ok can we all now calm down and drink some beer, it is xmas after all

[Tim Deegan]

Originally Posted by martyh

I think ,having read this thread in it's entirety, that the conclusion is that some of VM's procedures need to be addressed.If it was possible to do what Tim wanted then why couldn't the agent just do it ,why should he need to seek the permssion of a manager? .I understand that some procedures may need managerial permission but booking an order seems a bit trivial and if it is as complicated as some have suggested then the system is definately at fault .
As for the "lying rep" Tim is correct to be upset at that because clearly it was possible ,i wouldn't go as far as to say he was deliberately lying though just inadequately trained and possibly the only reason Tim got the result was because he wouldn't "go away" a tactic i myself have used on many ocasions with other companies.
If the rep/s (not sure how many Tim spoke to from start to finish of this issue)are mis- handling calls like this,a relatively trivial matter then how are they handling not so trivial issues .
I have to deal with customers every day in my line of work and if i don't get something right the first time i only get 1 chance to put it right before the company i contract to start withholding money ,to have to try to put something as simple as a order for tv services right 4 times is quite frankly a disgrace from a customer service point of view ,if i took that many attempts to get a job right i would never get paid

Thankyou.

I have actually just got off the phone from VM because I had a question about my Tivo box. He was extremely helpful, and even identified and reported a fault on my phone lines at the same time.

Now that is good customer service.

Originally Posted by Tim Deegan

Now that is a brilliant idea

Also if anyone who works for VM, BT, Sky or whoever could make it clear if they are defending their employer (I can understand employee loyalty), or if it is their own personal view.

Do you mean like the ones whose signatures state

"The postings on this site are my own and don't necessarily represent Virgin Media's positions, strategies or opinions."

or

VirginMedia Business Employee and all posts are my own opinion

or

I am always right.....except when I'm not All views are my own - so there!

or

- I work for VM but anything posted is my own work ..

[Tim Deegan]

Originally Posted by andy_m

I don't know whether I agree with the op, or the several people who obviously don't. What I do know is that, if you're really looking for decent customer service then it's kind of ironic that you were prepared to move to Sky to get it. Having experienced both, yes, sometimes Virgin get it wrong, but they are a breath of fresh air compared with their competitor, IMO.

Personally I've only ever had to call Sky a few times over 15 years, and didn't really have any problems with them. So I'm not really qualified to comment on their CS.

---------- Post added at 17:55 ---------- Previous post was at 17:54 ----------

Originally Posted by Hugh

Do you mean the ones whose signatures state or

Some of them say that, and others don't. However many of them still defend their employer, and are not giving an opinion as a consumer.

[devilincarnate]

I will keep quiet next time

[denphone]

Originally Posted by devilincarnate

I will keep quiet next time

Please don't as all opinions add to the debate.