VM - we are listening to customers! - Page 2

tweetypie/8 · 11-12-2008, 11:54

Quote:

Originally Posted by LaineY

HD Channels are coming at the beginning of 2009

keep your eyes peeled

happy days !! hope your right.

Hiroki · 11-12-2008, 13:21

Hmm the only problems I have with VM is the Indian call centers and when you get a repair done you normally have to get someone out again to repair the repair.

I'm not bothered about HD channels as the picture maybe great on them but the content will still be poor.

frogstamper · 15-12-2008, 20:48

Quote:

Originally Posted by kesterwww

I think they have a good amount of HD stuff on VoD.

I don't know what HD content you have on VOD kester, but in my opinion the on demand HD content is pitiful.
If for example you go to option six "more on demand" and select HD you are presented with exactly the same offering as you were six months ago, absolutely no change at all.
As regards the TV choice HD offering, less than two pages of the same old stuff...roll on a few linear HD channels.

As far as the Indian call center is concerned why bother? people I've spoken to and my sister who used to work at VM-CS say that this is by far the biggest and most frequent complaint customers have, add to that their lack of authority to actually do anything plus outright lies like,"your service is slow tonight because we have traffic managed the entire of Brighton's connections" and I wonder why they keep it open.
If customers need to ring CS its generally because they have problems, the last thing they want is a battle trying to understand the person, and having to say for the umpteenth time "can you say that again please"...bring CS back to the UK.

kesterwww · 07-01-2009, 01:07

Quote:

Originally Posted by frogstamper

I don't know what HD content you have on VOD kester, but in my opinion the on demand HD content is pitiful.
If for example you go to option six "more on demand" and select HD you are presented with exactly the same offering as you were six months ago, absolutely no change at all.
As regards the TV choice HD offering, less than two pages of the same old stuff...roll on a few linear HD channels.
.

Yes, to be honest I didn't have access to hd programmes when I made the comment. I had browsed the hd section of vod, and thought it looked ok. They do give a fairly good amount of films in hd on filmflex though.

frogstamper · 07-01-2009, 04:18

Quote:

Originally Posted by kesterwww

Yes, to be honest I didn't have access to hd programmes when I made the comment. I had browsed the hd section of vod, and thought it looked ok. They do give a fairly good amount of films in hd on filmflex though.

I done exactly the same when I got my V+, as you say at first it doesn't look bad but after a couple of months of no change you begin to realise how pitiful it is...roll on the four linear HD channels coming soon.

dodgem22 · 09-01-2009, 11:59

My on demand is still very tempermental sometimes it just wont work, well most of the time it wont. i do feel virgin are improving and have started to listen to their customers. i have had emails from virgin before asking for my thoughts so i was a little confused last week why the call center asked for my email address so i refused to give it to them.

On the whole though i think Virgin is going in the right direction now and is improving

11-01-2009, 09:22

Quote:

Originally Posted by foreverwar

I liked the fact that existing customers will be able to get the same deals as new customers.

So long as the existing customer takes an additional product?

I seem to recal NTL say " We are listening "

Listening and actually putting into practice are two different things.

11-01-2009, 09:48

The 25p per minute for broadband support has been scrapped. Is that a recent change?

tweetypie/8 · 11-01-2009, 10:06

Quote:

Originally Posted by telfordcable

What a joke here: VM are going to listen to customers now !

http://www.virginmedia.com/wehearyou/

why keep knocking them ? i think they are improving steadily and that dosent suit the whingers.

**Maggy** · 11-01-2009, 10:20

Quote:

Originally Posted by Enuff

The 25p per minute for broadband support has been scrapped. Is that a recent change?

Depends on what you mean by recent?

it was scrapped back in June of last year.

http://www.cableforum.co.uk/board/12...t-is-back.html

All you have to do is call 151 from a VM phone(150 for CS).

It's 0845 454 1111 from any other line.

Of course there is still an PC helpline which is 09006 991 0001 and is charged at Ã‚Â£1 a minute.

All this info is to be found on the back of your PAPER bill if you still receive one.

Lead · 16-01-2009, 03:48

Quote:

Originally Posted by arcamalpha2004

So long as the existing customer takes an additional product?

I seem to recal NTL say " We are listening "

Listening and actually putting into practice are two different things.

Indeed.

'We hear you' - really?!

Haven't they always said 'you can get this offer only if taking out a new service?' So how is this any different? I still can't get the offers new customers get!

weesteev · 16-01-2009, 09:55

Quote:

Originally Posted by arcamalpha2004

So long as the existing customer takes an additional product?

I seem to recal NTL say " We are listening "

Listening and actually putting into practice are two different things.

The difference now is that Virgin are actively investing in their customer management centres to improve customer service and try and sort problems before they arise. The main focus for them is their Net Promoter Score system which will ask for customer feedback by email (2 different email templates depending on the nature of the query) and these emails filter back to the team you initially spoke with and the feedback is used internally or the customer is contacted if there is something we can clearly resolve but havent been able to at the first point of contact.

Granted things arent perfect, but name me one company who has perfect customer service? With the scale of Virgin's business and the amount of restructuring that is still happening since the merger and rebrand its going to be tricky and sometimes things will not run as smoothly as expected, but Virgin did state this when they were frist created.

Things are improving, from my end user point of view, broadband has improved dramtically, the V+ is far more stable, we have more channels, the phone does its job perfectly, the mobile network does its job very well and the mobile broadband is surprisingly good!

We have a lot to look forward to this year with announced and "rumoured" changes to the company, definately worth hanging round for in my humble opinion!

piggy · 16-01-2009, 15:33

virgin are actively laying off 2000+ staff how is that investing???

Arthurgray50@blu · 16-01-2009, 16:35

'piggy' Maybe VM think that, the service has improved so much, they don't need the staff. You cannot run and major company such as VM with small staff, unless the engineers are coming from India on a weekly visit, and flying by Virgin Atlantic for free, and then going back again.

piggy · 16-01-2009, 18:18

Quote:

Originally Posted by Arthurgray50@blu

'piggy' Maybe VM think that, the service has improved so much, they don't need the staff. You cannot run and major company such as VM with small staff, unless the engineers are coming from India on a weekly visit, and flying by Virgin Atlantic for free, and then going back again.

dont give em ideas!!