10-02-2007, 22:38
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#1
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Inactive
Join Date: Oct 2006
Posts: 120
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Im not racist, but....
..why can't I speak to someone in the Uk about a fault?
I upgraded today to the Virgin VIP pack. I have all I am supposed to have on the V+ box downstaits, after having to ring back twice to get them to add all the channels.
On trying the STB upstairs this evening, that box is missing the sports and movie channels. I phoned faults and the first (Indian) operator said he couldn't understand my (Teesside) accent and asked me to phone back.
The second (Indian) operator said his system was slow and could I ring back to be connected to someone whose computer was working.
The third time the (Indian) operator said he had resent the signals through. This made no difference. He had never heard of the V+ box or the VIP service and asked me to phone Customer Services on Monday.
What kind of service is this to offer customers? I want the channels I have paid for and if their is a problem with that, I want to talk to someone who a) understands me and b) knows what bloody services they offer.
Richard Branson, there's a hell of a lot of work to do here. You admit NTL's customer service was shyte, so improve it. Quickly!!!
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10-02-2007, 22:40
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#2
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Permanently Banned
Join Date: Mar 2006
Posts: 564
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Re: Im not racist, but....
Quote:
Originally Posted by ian1969uk
..why can't I speak to someone in the Uk about a fault?
I upgraded today to the Virgin VIP pack. I have all I am supposed to have on the V+ box downstaits, after having to ring back twice to get them to add all the channels.
On trying the STB upstairs this evening, that box is missing the sports and movie channels. I phoned faults and the first (Indian) operator said he couldn't understand my (Teesside) accent and asked me to phone back.
The second (Indian) operator said his system was slow and could I ring back to be connected to someone whose computer was working.
The third time the (Indian) operator said he had resent the signals through. This made no difference. He had never heard of the V+ box or the VIP service and asked me to phone Customer Services on Monday.
What kind of service is this to offer customers? I want the channels I have paid for and if their is a problem with that, I want to talk to someone who a) understands me and b) knows what bloody services they offer.
Richard Branson, there's a hell of a lot of work to do here. You admit NTL's customer service was shyte, so improve it. Quickly!!!
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i despise these foriegn call centres so hard to understand them both accent and language barrier i tryed to report a potential problem with my inet connection but cudnt get any sense so i give up :/
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10-02-2007, 22:45
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#3
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Inactive
Join Date: Mar 2006
Location: North West London
Age: 37
Services: BT Infinity Option 2, BT Talk Unlimited, Three PAYG, Giffgaff PAYG, Sky TV Entertainment Package
Posts: 2,962
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Re: Im not racist, but....
Just because an English person picks the phone up, doesn't mean they will deal with it any better.
It has nothing to do with the colour of someones skin, its their attitude...
... if the person doesn't know then they aint gonna be much help
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10-02-2007, 22:45
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#4
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Inactive
Join Date: Jan 2007
Location: Stoke On Trent
Services: TV - XL
V+ Box
Additional STB
BB - L
Sky Sports Package
Posts: 142
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Re: Im not racist, but....
i agree, a uk company should be run by uk staff, not indian !!!
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10-02-2007, 22:47
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#5
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Inactive
Join Date: Jun 2005
Location: Peterborough
Posts: 5,106
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Re: Im not racist, but....
Quote:
Originally Posted by leedrummond
i agree, a uk company should be run by uk staff, not indian !!!
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Are you prepared to pay more to fund it?
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10-02-2007, 22:49
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#6
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Inactive
Join Date: Mar 2006
Location: North West London
Age: 37
Services: BT Infinity Option 2, BT Talk Unlimited, Three PAYG, Giffgaff PAYG, Sky TV Entertainment Package
Posts: 2,962
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Re: Im not racist, but....
Quote:
Originally Posted by Wicked_and_Crazy
Are you prepared to pay more to fund it?
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i don't think people are, the amount that complain about how expensive it is, and all the disconnections discount threads there are...
... i don't mind phoning india, china, just as long as i can understand them and they understand me.
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10-02-2007, 22:58
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#7
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Permanently Banned
Join Date: Mar 2006
Posts: 564
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Re: Im not racist, but....
Quote:
Originally Posted by Zee
i don't think people are, the amount that complain about how expensive it is, and all the disconnections discount threads there are...
... i don't mind phoning india, china, just as long as i can understand them and they understand me.
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same, but the fact is, it is very very hard to understand some of them, altho i will grant them the fact they probly try to do there best, sorry to say it isnt good enuf...
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10-02-2007, 22:59
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#8
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Inactive
Join Date: Oct 2006
Posts: 120
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Re: Im not racist, but....
Quote:
Originally Posted by Wicked_and_Crazy
Are you prepared to pay more to fund it?
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I think £85 a month is quite enough!!!!!!!
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10-02-2007, 23:01
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#9
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Inactive
Join Date: Mar 2006
Location: North West London
Age: 37
Services: BT Infinity Option 2, BT Talk Unlimited, Three PAYG, Giffgaff PAYG, Sky TV Entertainment Package
Posts: 2,962
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Re: Im not racist, but....
Quote:
Originally Posted by Locky
same, but the fact is, it is very very hard to understand some of them, altho i will grant them the fact they probly try to do there best, sorry to say it isnt good enuf...
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Atleast they aint snobby and think they know better...
..when i get through to a UK based CS they almost always think they are better and know better, that was the whole reason i canceled my landline with ntl.
Quote:
Originally Posted by ian1969uk
I think £85 a month is quite enough!!!!!!!
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But you don't pay £85 per month for each service you have, if you're not prepared to pay extra per month for each service, don't expect them to be able to move to UK based CS without it taking quite a lot of time
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10-02-2007, 23:06
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#10
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Inactive
Join Date: Oct 2006
Posts: 120
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Re: Im not racist, but....
Sorry, but for over a thousand pounds a year, I expect a customer services representative to at least know what a V+ box and a VIP package is.
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10-02-2007, 23:08
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#11
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Inactive
Join Date: Mar 2006
Location: North West London
Age: 37
Services: BT Infinity Option 2, BT Talk Unlimited, Three PAYG, Giffgaff PAYG, Sky TV Entertainment Package
Posts: 2,962
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Re: Im not racist, but....
Quote:
Originally Posted by ian1969uk
Sorry, but for over a thousand pounds a year, I expect a customer services representative to at least know what a V+ box and a VIP package is.
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Its new, it's just come out, give them some time...
... even the UK based CS don't even know what a V+ box is yet, from some of the threads and posts i've seen.
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10-02-2007, 23:09
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#12
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Inactive
Join Date: Jan 2007
Location: Blackburn (BB2 - Bromley Platform/Ex-ntl:)
Services: Virgin Media VIP, 42", DVD Rec, Xbox, PS2, 360, FreeSat.
Posts: 1,628
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Re: Im not racist, but....
If you get through, say 'do you have training in V+ technology' and that will put them in their place.
I talked to 3 indians yesterday.
Hung up after 72 mins, redial, 10 minutes later, an english woman... then a scottish woman!
It should be English speaking. They have obviously lied on their application to get the job as their Language is a disgrace when we need someone to understand our predicament.
Its a matter of time until they cock up on payment or something.
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10-02-2007, 23:13
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#13
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Inactive
Join Date: Oct 2006
Posts: 120
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Re: Im not racist, but....
Quote:
Originally Posted by Zee
Its new, it's just come out, give them some time...
... even the UK based CS don't even know what a V+ box is yet, from some of the threads and posts i've seen.
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That's just [Mod edit (Gavin): Please don't use language like that on our family-friendly forum.]. If you bought a car for £7000 (good comparison, probably last 6 or 7 years at a grand a year) and it didn't work, would you accept a salesman saying "Sorry it's new, give us some time".
If the product wasn't ready, or the staff not trained, they should have held back release.
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10-02-2007, 23:17
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#14
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Inactive
Join Date: Mar 2006
Location: North West London
Age: 37
Services: BT Infinity Option 2, BT Talk Unlimited, Three PAYG, Giffgaff PAYG, Sky TV Entertainment Package
Posts: 2,962
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Re: Im not racist, but....
Quote:
Originally Posted by ian1969uk
That's just ******. If you bought a car for £7000 (good comparison, probably last 6 or 7 years at a grand a year) and it didn't work, would you accept a salesman saying "Sorry it's new, give us some time".
If the product wasn't ready, or the staff not trained, they should have held back release.
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Agreed.
But what you're trying to say is, if CS is not based in the UK, they know nothing.
This is not the case, as i've said even UK based CS don't know many things.
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10-02-2007, 23:17
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#15
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Inactive
Join Date: Jun 2003
Posts: 2,499
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Re: Im not racist, but....
Quote:
Originally Posted by Wicked_and_Crazy
Are you prepared to pay more to fund it?
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Yes!
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