VM Dont Care!

[Kellargh]

Originally Posted by andygrif

Actually we've had that too. Sadly my grandmother passed away this week so we called VM to cancel her TV and phone...gave up a couple of times after 30-odd mins on hold as there has been too much else to worry about this week.

Tried again yesterday and got the same thing sadly.

I'm sorry to hear about your grandmother...but, can I just ask what department you were holding for? If it was Retentions, you can always cancel the service via Customer Services, they'd need to send out some forms for you to fill in. Retentions are constantly busy.

(If it was Customer Services, then the best time to call is midday-4pm)

[andygrif]

Originally Posted by NTLVictim

Sorry Andy.

Keep you eyes on her affairs, though, VM like billing people who have passed.

One grieving daughter I know of got threatened with court action, and spent a lot of time sorting it out, much to her distress.

Thanks for the heads-up. Well they can take her to court if they like

If they start threatening stuff like that they might find themselves in the local news pretty quickly!

Originally Posted by Kellargh

I'm sorry to hear about your grandmother...but, can I just ask what department you were holding for? If it was Retentions, you can always cancel the service via Customer Services,

Thank you, appreciated that. It wasn't me on the phone, so I'm not sure which options they might have entered, but this was just getting through on the normal number. I'm assuming it was the usualy CS number rather than retentions, as there's not a lot of use in retaining her custom!

If there was an option for cancellations on the IVR, then I guess my uncle would have pressed that one, if not then just holding for CS I presume. Sorry I can't be more specific.

Originally Posted by Kellargh

(If it was Customer Services, then the best time to call is midday-4pm)

I think he gave up after it said they were too busy, and decided to write a letter instead. As I said, there's too many other things to deal with this week - not that I hold that against them. There's less importantant (to me) things for Virgin to be dealing with right now.

[Wicked_and_Crazy]

Originally Posted by Paul M

Hmm, that's a hard question.

I've got it - how about calling back when it's less busy.

Of course, they could not play that message (or disconnect you) and instead rack up you phone bill listening to music on hold.

hmmm, i know ill look into my crystal ball or should i guess when theyre not busy. I happy to hang on for 15 minutes, getting cut off is pointless

[AndyCambs]

Originally Posted by Wicked_and_Crazy

hmmm, i know ill look into my crystal ball or should i guess when theyre not busy. I happy to hang on for 15 minutes, getting cut off is pointless

That's perhaps why you would get the message advising you to ring back then rather than keep you hanging on the phone.

[andygrif]

Perhaps Tesco should put up a sign on Saturdays saying they're too busy to serve you and employe bouncers to throw you out.

It's the telephonic equivalent to me.

[Wicked_and_Crazy]

Originally Posted by andygrif

Perhaps Tesco should put up a sign on Saturdays saying they're too busy to serve you and employe bouncers to throw you out.

It's the telephonic equivalent to me.

Except VM do it when they have your money already

[Stuart]

Originally Posted by Wicked_and_Crazy

hmmm, i know ill look into my crystal ball or should i guess when theyre not busy. I happy to hang on for 15 minutes, getting cut off is pointless

Or perhaps you could do what most people would do, and try an hour later or something?

Originally Posted by andygrif

Perhaps Tesco should put up a sign on Saturdays saying they're too busy to serve you and employe bouncers to throw you out.

It's the telephonic equivalent to me.

If the store gets too full, I believe they may be required to.

That sounds like exactly what happened in this case: Virgin got too many calls, and the queuing system couldn't cope. Whether that was just the sheer number of callers, or some sort of technical fault is another matter entirely.

[andygrif]

Can't say I've ever heard of that happening in Tesco, but it does highlight the point that if a retailer or supplier of a service behaved in that way (or even kept you waiting for an hour) in a face to face environment, it wouldn't be acceptable and they'd probably go out of business before long.

But for some reason we accept (or are supposed to accept) this kind of behaviour from many telephone based providers (not just Virgin).

[Rapid Dr3am]

Phone another department and ask them to assign a cccs report to customer relations for a disconnection request. That's what I'd do.

[info4u]

Originally Posted by Wicked_and_Crazy

Just called VM regarding an issue, was on hold for about a minute and then got the message "We are unusually busy, thank you and good bye" and was then disconnected

Ok so theyre busy, how on earth are you supposed to contact them then!

Did you get through to a representative or was it just the main calling tree.

1) The call tree can only handle so many calls
2) Due to previous complaints in the past regarding the length of time on hold they introduced a system to say they are busy and to call back again later, this is to save customers becoming irate via long holding times
3) If a representative sometime (very rare but happends) Normally when extremely busy, when the agent puts the customer on hold the system buts the caller back into the call cue (if busy see scenario 2 above) which would have stopped you talking to some one and brought the call to an end.
Either way this is an automatic system.

The company do try to meet customers expectations and demands in all scenarios however as per any business that deals with the public people have different views, opinions, upbringing and family backgrounds. Therefore every ones views is individually different and it is hard to make every one happy BUT the company will work on a majority basis.

It is good conduct for any business to strive to work in harmony with their customers, failure to do this will earn a poor reputation and therefore cause losses to the business.

When you call through and if you mention this to them they will log this as a complaint wether you ask or not since they see as every complaint an oportunity to help better the business. (So even complaints are seen in a possitive light).

I would try again and I am sure they will help.

[MovedGoalPosts]

Rather than getting the frustrating wait over the phone, why not simply write (recorded delivery so they can't deny getting it), advising them of the circumstances and thus the cancellation.

[Wicked_and_Crazy]

Why do people think i was phoned to cancel?

I was phoning to find out about Setanta Ireland (hence the other thread) asking for the question to be posed to VM of Why they dont have Setanta Ireland when they have all of the other Setanta channels

[AndyCambs]

Personally, I'd be even more annoyed if I was kept waiting on the line with no idea how long it would be before I spoke to a human being. At least with the set-up now, it's quite clear that your call won't be answered in what would be expected to be a reasonable time, and you are advised to make a free call back. (That's free of course from VM phones).

[Stuart]

Originally Posted by andygrif

Can't say I've ever heard of that happening in Tesco, but it does highlight the point that if a retailer or supplier of a service behaved in that way (or even kept you waiting for an hour) in a face to face environment, it wouldn't be acceptable and they'd probably go out of business before long.

I'm not saying it's ever happened, but it theoretically could, as they do have limits (for health and safety reasons) on the number of people they can have in store.

As for waiting? Well, it does happen. My record (in my local Sainsburys) is having to wait 45 minutes to be served.

[NTLVictim]

Originally Posted by Stuart C

As for waiting? Well, it does happen. My record (in my local Sainsburys) is having to wait 45 minutes to be served.

Xmas Eve?