VM's Indian callcentre

Russ · 24-02-2009, 14:25

Over the last few weeks I've had an issue with the internet connection at my parents' house, and posted about it here and whenever I've called up about it I've always got through to India when calling tech support.

Since that problem started I've called them a total 9 times and spoken to 9 different agents and been given 9 different 'solutions', none of which have worked.

I called them again last night as the problem was getting worse, seems like the problem is with the modem and not the router, so I tried an old silver ambit modem we used to have on the 2mb service but the drops kept happening. The agent last night decided to send me out a new modem. Erm hello? The connection drops with the normal modem and also the old silver one, does that not suggest it's not the modem at fault? But he would have none of it - a modem was to be sent out.

I wasn't convinced but was determined to speak to someone in the UK about this. I tried calling them this morning (see here about my post about it) but gave up.

I then had an offer of help from one of the VM guys who posts on here (I won't give his posting name unless he is happy to do so himself) and i sent him an email explaining all the hassle I've had.

Within 10 minutes he'd sent me an email back saying he's identified the fault which was causing the drops (my RX Power is ranging and exceeding its tolerances) and an engineer has been booked. He also made it clear that the guys in India have access to the same tools he used to diagnosed that fault.

My issue is not about the fault - we've got to the bottom of it and with luck the engineer will sort it when he arrives.

What annoys me is I've spoken to 9 different indian agents and not one could identify the problem, instead giving me 9 different 'fixes'.

I get 1 email from a UK agent and we get to the bottom of it almost straight away.

that sort of thing sums up the problem with Indian callcentres.

Virgin Media - 'bollards' (not the word I actually meant to use) to your "We're listening to you" campaign. Sort your Indian tech support out. If any of the 9 agents had looked over my notes they'd have seen the history of my problem and could have fixed it weeks ago. had they bothered to run the same diagnostic tool as the guy on here did, we'd have solved it weeks ago.

Raistlin · 24-02-2009, 15:17

A big

for whichever of our resident 'staffers' it was that helped you on the road to getting this resolved, job well done.

southwell · 24-02-2009, 15:33

Which is unfortunately the problem with people reading off 'crib sheets' they just wont listen to you, no matter what your technical understanding is. Anyway

to the person who sorted it.

Russ · 24-02-2009, 15:59

I've just asked him if I can publically acknowledge him in this thread.

I respect the privacy of any VM staffer who assists on here and if he permits me to post his CF name I'll have no hesitation in doing so.

broadbandking · 24-02-2009, 16:01

I like a happy ending to a story

Milambar · 24-02-2009, 16:23

I'm glad you got it sorted, and I'm glad you knew those who were able to sort it out for you. Thousands don't have that honor, and have to deal only with the Indians, and never getting things fixed, and thus end up paying for broken services.

What puzzles me, is the Indians Ive met over IRC, are all technically capable, and able, being some of the smartest people I know. Yet put them in a call center... "Please be rebooting modem now sir, please." is all they can apparently say.

Russ · 24-02-2009, 17:11

To be fair I didn't go seeking anyone's help. It was offered to me via PM on this site, as happens to lots of users here.

---------- Post added at 17:11 ---------- Previous post was at 16:26 ----------

As it stands the user in question has requested anonymity which I'm happy to comply with.

Peter_ · 24-02-2009, 18:43

Quote:

Originally Posted by Russ B

I've just asked him if I can publically acknowledge him in this thread.

I respect the privacy of any VM staffer who assists on here and if he permits me to post his CF name I'll have no hesitation in doing so.

Nice one to the Virgin staff member and best not to publicise your efforts as you never know who reads this forum.

plus it stops PMs for help beyond your remit.

KingDaveRa · 24-02-2009, 20:03

Quote:

Originally Posted by southwell

Which is unfortunately the problem with people reading off 'crib sheets' they just wont listen to you, no matter what your technical understanding is. Anyway

to the person who sorted it.

QFT

I've dealt with both Zen and I found that they were technically very good. They seemed to be ACTUAL techies, and they really did know their stuff. I had random conversations about the issues and had real answers, rather than the usual 'I'll have to find out'. Be's weren't quite as good, as although they seemed to know their stuff, they made you do everything per the book. Some of them were quite technical, but obviously they had targets or something because they'd get you off the phone as quickly as possible, which wasn't great.

Trouble is, getting actual techies onto support lines isn't all that hard, but getting them to STAY there is! I know at work our techies loath doing support desk, as it is such mind-numblingly boring stuff to do, sorting the same issues over and over. A mate of mine worked on the support line of a PC vendor, and had similar issues. You've got to keep your techies motivated; Sophos's techies seem to be given time to play with things, as they've often mumbled things about seeing similar issues 'on the test network' or 'when I installed it', which suggests they get hands-on with the stuff they support.

Virgin's support staff really do need to be:

1. UK-based
2. "Eating the dog-food" - using a VM connection themselves, or at least have access to one to play with it, and know what it actually does and the little foibles and niggles you just can't find out from a crib sheet.
3. Real techies

Nothing against the Indian call centres per se - I've dealt with some and they were stellar, but I thought it rather telling that having once phoned Barclaycard, I got to an Indian guy in account enquiries who had to put me onto the anti-fraud guys who were based... in the UK.

Russ · 24-02-2009, 20:07

Quote:

Originally Posted by KingDaveRa

Nothing against the Indian call centres per se - I've dealt with some and they were stellar, but I thought it rather telling that having once phoned Barclaycard, I got to an Indian guy in account enquiries who had to put me onto the anti-fraud guys who were based... in the UK.

Reminds me of that advert for BT's Business Broadband Service, they offer tech support in UK-only callcentres

Peter_ · 24-02-2009, 20:09

Quote:

Originally Posted by KingDaveRa

Virgin's support staff really do need to be:

1. UK-based
2. "Eating the dog-food" - using a VM connection themselves, or at least have access to one to play with it, and know what it actually does and the little foibles and niggles you just can't find out from a crib sheet.
3. Real techies

You will find that the are quite a few who fit the above criteria in all 3 UK call centres and some of them even post on here as if doing this in work was'nt enough.

I personally am a customer first and have all 3 services that Virgin supply and even a Virgin mobile phone.

SMG · 24-02-2009, 21:31

Glad the problem is getting sorted out. Whenever I called the "Indian" call ctr, they insist on taking you through the menu, &, despite my request asking them if they can deal with a specific problem, they insist they can sort it, & continue with the spiel. Only when I describe the fault do they say "Sorry" we cannot.........., by then its too late, I`m fuming.

Nowadays, whenever I call, the first thing I say is, "are you in India", if the answers yes, I reply, goodbye.

Perhaps for modem requests, they are OK, but in my experience, they are less than useless.

Russ · 24-02-2009, 21:59

They could do themselves a world of good by actually talking like we do. Like when you go through the security questions etc they always something like "Thank you for confirming this information".

Nobody in UK callcentres says "Thank you for confirming this information". They say things like "thanks for that". The Indians just try too hard to be natural and it stands out massively. That puts me off immediately.

General Maximus · 24-02-2009, 22:29

are you sure the problem the problem was with the RX power? I am sure you must have a virus on your pc

24-02-2009, 22:53

Sad it got to the point were you had to call any center 9 times with the same fault.
I'd like to think continued training is taking place to further the knowledge of agents who are not quite up to speed.

Its nice to see you finally got support before you:
A) canceled your services.
Or
B) Tore out your hair.