VM's Indian callcentre - Page 9

Milambar · 04-03-2009, 23:20

With respect, it seems that Kursk called technical support once or twice, and got one of the few Indians who cares about what they do, and didn't get fed a pack of lies. One experience qualifies him to make sweeping statements that the Indian call centers are "OK".

Ive called them several times, over account problems, broadband problems, and every time Ive been lied to, fobbed off, or just quite plainly been given the wrong information, on top of finding them extremely hard to understand and communicate with. They have refused to escalate my problems when I request it, telling me theres nothing wrong. If there was nothing wrong, why was I calling? Because I like their accents?

The Indians need to go, or at least be told to xfer it to a UK call center on request, even if that means waiting in line.

I agree with Moldovia, lets have a poll on this issue.

Peter_ · 04-03-2009, 23:22

Quote:

Originally Posted by Milambar

With respect, it seems that Kursk called technical support once or twice, and got one of the few Indians who cares about what they do, and didn't get fed a pack of lies. One experience qualifies him to make sweeping statements that the Indian call centers are "OK".

Ive called them several times, over account problems, broadband problems, and every time Ive been lied to, fobbed off, or just quite plainly been given the wrong information, on top of finding them extremely hard to understand and communicate with. They have refused to escalate my problems when I request it, telling me theres nothing wrong. If there was nothing wrong, why was I calling? Because I like their accents?

The Indians need to go, or at least be told to xfer it to a UK call center on request, even if that means waiting in line.

I agree with Moldovia, lets have a poll on this issue.

Get the spelling correct Moldova as in the country.

Russ · 04-03-2009, 23:25

Quote:

Originally Posted by Kursk

But we know how most people feel on the site. Tell you what, have a look at how many posts here are negative then decide if the poll result could show anything other than VM don't provide everything everyone wants.

You seem to be of the assumption that either everyone that signs up for CF has bad experiences with VM's Indian tech support or anyone that does sign up, regardless of where their issues lie whether it be billing, a tv connection or phone service matter, will vote against the Indian people.

Sounds like you're scraping the barrel for reasons not to support having a poll.

moaningmags · 04-03-2009, 23:26

Russ, you started this thread. You want a poll? Make a poll, simple.

If you do make a poll can you include an option for I don't like VM's Indian Call Centre because I'm fed up having to apologise to customer's they've insulted, hung up on or left on hold for 40 mins.
And an option of I'm fed up cleaning up their mess

Peter_ · 04-03-2009, 23:28

A poll seems to be getting the popular vote now

As above my sentiments exactly.

Kursk · 04-03-2009, 23:32

Quote:

Originally Posted by Russ B

You seem to be of the assumption that either everyone that signs up for CF has bad experiences with VM's Indian tech support or anyone that does sign up, regardless of where their issues lie whether it be billing, a tv connection or phone service matter, will vote against the Indian people.

Sounds like you're scraping the barrel for reasons not to support having a poll.

No Russ I simply prefer discussion and a poll on this issue will not inform the discussion imho.

Oh for goodness sake, have a poll if you want one. Geeez

Russ · 04-03-2009, 23:34

Quote:

Originally Posted by Kursk

No Russ I simply prefer discussion and a poll on this issue will not inform the discussion imho.

OK sorry. It just looked very much like you were trying to come up with ready-made reasons for any results you found disagreeable.

There, I think the 5 options cover all relevant responses.

Kursk · 04-03-2009, 23:40

Quote:

Originally Posted by Russ B

OK sorry. It just looked very much like you were trying to come up with ready-made reasons for any results you found disagreeable.

There, I think the 5 options cover all relevant responses.

No problem.

I don't know whether to vote or not though. As Milambar said, I haven't contacted tech too much. What to do, what to do.

Waddya reckon Russ? Am I a 'Generally Yes', an 'Always' or an 'I'm only here for the beer?' Hey, where is that one?!

Russ · 04-03-2009, 23:42

Quote:

Originally Posted by Kursk

No problem.

I don't know whether to vote or not though. As Milambar said, I haven't contacted tech too much. What to do, what to do.

Waddya reckon Russ? Am I a 'Generally Yes', an 'Always' or an 'I'm only here for the beer?' Hey, where is that one?!

It doesn't take a genius....if in the few times you've contacted them you've come away generally happy then I'd have thought a 'generally yes' option would be an idea...

Kursk · 04-03-2009, 23:43

Quote:

Originally Posted by Russ B

It doesn't take a genius....if in the few times you've contacted them you've come away generally happy then I'd have thought a 'generally yes' option would be an idea...

I still think the 'beer' option would have made it fairer

Russ · 05-03-2009, 00:29

I dunno, I guess I was asking too much to assume some people would take this a little more seriously.

05-03-2009, 00:37

With 3,481 views I think its being taken seriously, I'm sure there are lots more posts to be made before this topic dies off Russ.

My speeds are not what they should be, I'll give them a call.

punky · 05-03-2009, 01:11

I'll respond as there's a poll now.

I have never been given what I call a decent service. I very rarely understand them, and they even less understand me. Its usually a battle to get the most basic of queries sorted. I've had my plan rejigged as NTL (back in 2006 it seems) cocked it up and I wanted to make sure I wasn't placed under a contract. Two Indian operatives later, i'm still none the wiser. You just lose the will to live in the end.

I know we have Indian CS people read this site, but i'm sorry, i'm just being honest.

olaole · 05-03-2009, 01:31

A major problem with the far eastern service is the fact they cant "elevate" a call. If you ever have a call that needs more than a "reboot that" or "ping this" then you are pretty much hamstrung. However i have found out that they can at 2nd level award up to a Ã‚Â£50 credit! Although that would depend if on whether youve enjoyed the horror of HA9...

05-03-2009, 02:01

First two calls were terminated by the agent, it would seem mentioning that I had rebooted the modem before calling had thrown them from following their onscreen prompts.
So I played along on the third call.

Note: I am a 20Mbit customer with a SB5100
"Hi I seem to have slow speeds"
He takes my details and continues to give a step by step course of what he's doing and in part why.

"I see your modem is fine"

And he's right.

Code:

Downstream 	Value
Frequency	331000000 Hz Locked
Signal to Noise Ratio	36 dB
Power Level	-5 dBmV

Upstream 	Value
Channel ID	3
Frequency	23000000 Hz Ranged
Power Level	44 dBmV

"Can you reboot your modem"
I do so..

"Can you click start-run-cmd and type ping bbc.co.uk"
I do so..

Code:

 ping -c 100 bbc.co.uk 
PING bbc.co.uk (212.58.224.138) 56(84) bytes of data.
64 bytes from virtual-vip.thdo.bbc.co.uk (212.58.224.138): icmp_seq=1 ttl=119 time=79.3 ms
64 bytes from virtual-vip.thdo.bbc.co.uk (212.58.224.138): icmp_seq=2 ttl=119 time=81.2 ms
64 bytes from virtual-vip.thdo.bbc.co.uk (212.58.224.138): icmp_seq=3 ttl=119 time=82.2 ms
64 bytes from virtual-vip.thdo.bbc.co.uk (212.58.224.138): icmp_seq=4 ttl=119 time=70.8 ms
64 bytes from virtual-vip.thdo.bbc.co.uk (212.58.224.138): icmp_seq=5 ttl=119 time=41.7 ms
64 bytes from virtual-vip.thdo.bbc.co.uk (212.58.224.138): icmp_seq=6 ttl=119 time=106 ms
64 bytes from virtual-vip.thdo.bbc.co.uk (212.58.224.138): icmp_seq=7 ttl=119 time=88.4 ms
64 bytes from virtual-vip.thdo.bbc.co.uk (212.58.224.138): icmp_seq=8 ttl=119 time=77.0 ms
64 bytes from virtual-vip.thdo.bbc.co.uk (212.58.224.138): icmp_seq=9 ttl=119 time=70.3 ms
64 bytes from virtual-vip.thdo.bbc.co.uk (212.58.224.138): icmp_seq=10 ttl=119 time=69.2 ms
64 bytes from virtual-vip.thdo.bbc.co.uk (212.58.224.138): icmp_seq=11 ttl=119 time=75.4 ms
64 bytes from virtual-vip.thdo.bbc.co.uk (212.58.224.138): icmp_seq=12 ttl=119 time=56.3 ms
64 bytes from virtual-vip.thdo.bbc.co.uk (212.58.224.138): icmp_seq=13 ttl=119 time=64.2 ms
64 bytes from virtual-vip.thdo.bbc.co.uk (212.58.224.138): icmp_seq=14 ttl=119 time=45.8 ms
64 bytes from virtual-vip.thdo.bbc.co.uk (212.58.224.138): icmp_seq=15 ttl=119 time=29.1 ms
^C
--- bbc.co.uk ping statistics ---
15 packets transmitted, 15 received, 0% packet loss, time 14102ms
rtt min/avg/max/mdev = 29.161/69.184/106.184/18.890 ms

I'm asked to delete out my cookies, so I do. I'm asked to perform another ping and its no better than the one above.
I'm asked to perform a ipconfig, I don't have a router and gladly read out my public IP address.

I am asked to do a netstnetstat -a, and I do so.

Code:

Active Internet connections (servers and established)
Proto Recv-Q Send-Q Local Address           Foreign Address         State      
tcp        0      0 *:nfs                   *:*                     LISTEN     
tcp        0      0 *:38309                 *:*                     LISTEN     
tcp        0      0 *:46374                 *:*                     LISTEN     
tcp        0      0 *:sunrpc                *:*                     LISTEN     
tcp        0      0 *:59094                 *:*                     LISTEN     
tcp        0      0 localhost:ipp           *:*                     LISTEN     
tcp        0      0 localhost:smtp          *:*                     LISTEN     
tcp        0      0 local:58497         by2msg1131405.phx.:msnp ESTABLISHED
tcp        0      0 local:60649         by2msg3020311.phx.:msnp ESTABLISHED
tcp6       0      0 [::]:netbios-ssn        [::]:*                  LISTEN     
tcp6       0      0 [::]:microsoft-ds       [::]:*                  LISTEN     
udp        0      0 *:nfs                   *:*                                
udp        0      0 local:netbios-ns    *:*                                
udp        0      0 *:netbios-ns            *:*                                
udp        0      0  local:netbios-dgm   *:*                                
udp        0      0 *:net bios-dgm           *:*                                
udp        0      0 *:41483                 *:*                                
udp        0      0 *:bootpc                *:*                                
udp        0      0 *:42446                 *:*                                
udp        0      0 *:53727                 *:*                                
udp        0      0 *:59616                 *:*                                
udp        0      0 *:mdns                  *:*                                
udp        0      0 *:sunrpc                *:*                                
udp        0      0 *:1014                  *:*

When asked how many established connections I have I'm told I have a virus and would be best to run a full scan and if it finds nothing to reinstall windows as it is a computer issue.
At no point was I asked "xp, vista or a Mac?"

Right then it looks like I'm off to reinstall Windows then.

Code:

uname -a
Linux 2.6.27-9-generic #1 SMP Thu Nov 20 21:57:00 UTC 2008 i686 GNU/Linux

Think I'll call again tomorrow at 8am, with luck I'll get a Scots or Liverpudlian accent. And I'm willing to bet its SNR or TXLoad.