Virgin launch Customer Forum - Page 7

webcrawler2050 · 12-08-2009, 21:08

Theres the odd bit

joglynne · 12-08-2009, 21:13

Quote:

Originally Posted by webcrawler2050

I don't see why not? It's not like it's causing any harm?

Well we have kind of pushed the fact that in comparison to the new VM Forum, Cable Forum .....

has been around longer
has lots of knowledge on tap
has lots of techies willing to help
is awesome
can cover Billing, installation and tech queries.

webcrawler2050 · 12-08-2009, 23:31

There is loads of thigns on the forum I don't understand. I Think they could of done alot better..

tdadyslexia · 13-08-2009, 00:47

Quote:

Originally Posted by joglynne

Well we have kind of pushed the fact that in comparison to the new VM Forum, Cable Forum .....

has been around longer
has lots of knowledge on tap
has lots of techies willing to help
is awesome
can cover Billing, installation and tech queries.

You mist out that the New VM Forum Software stinks, it puts bad code in posts, for example it puts in Smilies where you don't want them!

Plus you can not use [nobbc] text [/nobbc] to stop the code been manguld.

Plus you can not switch off Smilies in the post!

scrotnig · 13-08-2009, 00:54

Nice idea, something I proposed many years ago while working for them, before they even bought nthw, but was shouted down over.

Execution is poor, don't know what the software is but it's rubbish, most of the answers seem to amount to "ring the helpdesk", bit of a waste of time really. Lip service.

webcrawler2050 · 13-08-2009, 00:55

The forum is pants to be honest.. poor attempt from VM..

joglynne · 13-08-2009, 08:52

I'm not bailing out yet but it's only sheer will power that is keeping me there. I suppose I am spoilt by the fact that most of the forums I visit either use vBulletin or something very similar in feel and they have so many more aids to help make reading and posting a more user friendly experience.

I just can't see how it's going to work without VM staff being able to take a more proactive role in problem solving. Customers are going to be given good advise on VMs own forum then when they try to phone VM to have the advice acted upon will have to take pot luck on the quality of help they receive. The backlash of customers being told one thing on that forum only to be given the run around by certain CS/faults teams will soon have those trying to help walking away.

13-08-2009, 09:54

Quote:

Originally Posted by joglynne

I'm not bailing out yet but it's only sheer will power that is keeping me there. I suppose I am spoilt by the fact that most of the forums I visit either use vBulletin or something very similar in feel and they have so many more aids to help make reading and posting a more user friendly experience.

I just can't see how it's going to work without VM staff being able to take a more proactive role in problem solving. Customers are going to be given good advise on VMs own forum then when they try to phone VM to have the advice acted upon will have to take pot luck on the quality of help they receive. The backlash of customers being told one thing on that forum only to be given the run around by certain CS/faults teams will soon have those trying to help walking away.

how much different to here do you think that is?

It does say on there in the guidelines to be wary some support can be just wrong.

joglynne · 13-08-2009, 10:20

Quote:

Originally Posted by zing

how much different to here do you think that is?

It does say on there in the guidelines to be wary some support can be just wrong.

I get your point Zing, the difference here being the size of the forum. Over there with so few members able to give good advise there is, at the moment, no real opportunity to discuss or consider different approaches as we do here.

We also have a fair amount of confidence in the advise put forward by members who have proved over time to be worth their weight in gold. Over there VM customers are signing up for a solution to their problems and not having any idea of the quality of the advise they are being given especially when it appears to contradict the official line they have been given over the phone or on a home visit.

The more I think about it the more problem I have in understanding exactly how any real help regarding VM services and equipment is going to be given, and how, without any form of "basement" area a decent size active core membership can be maintained when most members will probably just stay long enough to solve their own problem then move off.

13-08-2009, 10:27

How can any forum mature if its not given the chance to grow?

I see members from here over there complaining about how the website looks. That is really not helpful. That forum will grow.
If you think logically customers will look to VM first before looking elsewhere for help. As I have said there is not a lot of support I can offer over there at the moment but as it grows if sections become available where I can help I will.

I certainly hope it stays customer service based only and does not go off topic with sections such as Current Affairs and Lifestyle. I am not saying that they should not be here as this is a community now but this place is still a technical support forum and I am fundamentally a technical supprt member

BenMcr · 13-08-2009, 10:37

So are some of you saying that Cableforum sprang full formed into existance?

Raistlin · 13-08-2009, 10:39

Quote:

Originally Posted by BenMcr

So are some of you saying that Cableforum sprang full formed into existance?

Of course not.....Cable Forum has always been here.

In fact, it's turtles all the way to the bottom

Russ · 13-08-2009, 10:45

You can't compare the 2 sites. Within reason we allow bitching and complaining of VM to stand. Is a corporate site going to do that? Vodafone have their own e-forum but if you post anything derogatory about them the post gets deleted and you're lucky to survive with a warning. I'm not saying VM will be as harsh as that but it's still their own site.

VM's forum will have an overall purpose and that's to promote VM. That's the direction they'll be going in. We have a purpose - to help others regarding cable services, with other sub-forums along the way. As we're not corporate we have a community aimed at life in general, perhaps with a slant towards the technical. We have no problem with people posting about the colour of their socks or what they ate last night.

VM have a totally different purpose for their community. I'm not slagging it off, I'm sure it will service their and the customer's needs. But to compare it with CF? Impossible IMO.

13-08-2009, 10:51

Quote:

Originally Posted by Russ B

You can't compare the 2 sites. Within reason we allow bitching and complaining of VM to stand. Is a corporate site going to do that? Vodafone have their own e-forum but if you post anything derogatory about them the post gets deleted and you're lucky to survive with a warning. I'm not saying VM will be as harsh as that but it's still their own site.

VM's forum will have an overall purpose and that's to promote VM. That's the direction they'll be going in. We have a purpose - to help others regarding cable services, with other sub-forums along the way. As we're not corporate we have a community aimed at life in general, perhaps with a slant towards the technical. We have no problem with people posting about the colour of their socks or what they ate last night.

VM have a totally different purpose for their community. I'm not slagging it off, I'm sure it will service their and the customer's needs. But to compare it with CF? Impossible IMO.

perhaps with a slant towards the technical that says it all lol lol

Russ · 13-08-2009, 10:53

The size of the basement speaks for itself and not all VM topics are 'technical'.