Complaints to Virgin Media. How not to do it. - Page 6

**Chris** · 06-12-2009, 20:34

Quote:

Originally Posted by Welshchris

at the end of the day this is a public blog, people can air their experiences on what they have had from the company and which departments u must take the negative as well as the positive working in the postition that u do.

At the end of the day, this is a privately owned forum where you may participate in discussions provided you remain within the rules set by the forum's owners. Harassing and insulting people is not acceptable, regardless of who their employer is. So long as we all remember that, everyone will be happy.

Welshchris · 06-12-2009, 20:37

im not insulting nor harrassing anyone, im just airing my experiences about that ive had with Virgin.

**Chris** · 06-12-2009, 20:38

Good ... good ...

06-12-2009, 20:43

Given all the negative posts you've made about VM and its workers, I'm shocked you haven't moved to another provider.
I'm aware of the wait you'd have if you switched provider.

If you suffered that much at the hands of a company and had the option to leave, waiting a few weeks to be up and running with another provider would be acceptable.

Digital Fanatic · 06-12-2009, 20:45

Quote:

Originally Posted by Moldova

I can see without going to 2nd line if you are suffering from oversubscription and I would then go to them for confirmation and a possible timescale for a systems upgrade, after which we would in all likelihood get into a discussion about credit for degraded service.

I will once again emphasise that anyone posting here who is a staff member regardless of which centre they work in actually posts here of their own volition and find it somewhat offensive to be besmirched about the job we do at work and sometimes the help we offer on here.

Hear, hear!

06-12-2009, 21:35

Quote:

Originally Posted by xocemp

Given all the negative posts you've made about VM and its workers, I'm shocked you haven't moved to another provider.
I'm aware of the wait you'd have if you switched provider.

If you suffered that much at the hands of a company and had the option to leave, waiting a few weeks to be up and running with another provider would be acceptable.

I find it ammusing that u are encouraging people who has had problems to switch and not get them sorted to try and get them to improve the service and their customer services.

06-12-2009, 21:58

Could VM provide me with a service I needed?
No

Would brow beating them get me what I wanted?
Eventually.

Was it worth me wasting my time?
No

Did I opt for a different provider?
Yes

Were threats an option I though available to me?
No

Peter_ · 06-12-2009, 22:08

Quote:

Originally Posted by Welshchris

at the end of the day this is a public blog, people can air their experiences on what they have had from the company and which departments u must take the negative as well as the positive working in the postition that u do.

I never end up feeling negative about my job as I enjoy it for what it is and if I can help you as a customer and have you going away with a positive word on your lips because I have endeavoured to help you then all the better.

Sirius · 06-12-2009, 22:13

Quote:

Originally Posted by xocemp

Could VM provide me with a service I needed?
No

Would brow beating them get me what I wanted?
Eventually.

Was it worth me wasting my time?
No

Did I opt for a different provider?
Yes

Were threats an option I though available to me?
No

well said

Welshchris · 06-12-2009, 22:16

Quote:

Originally Posted by xocemp

Could VM provide me with a service I needed?
No

Would brow beating them get me what I wanted?
Eventually.

Was it worth me wasting my time?
No

Did I opt for a different provider?
Yes

Were threats an option I though available to me?
No

Can Virgin provide me with a service i needed?
Yes they have done in the past and its only changed to no in the past few months and needs solving.

Would Brow beating get me what i want?
It has done.

Was it worth wasting my time?
Yes and financially.

Did i opt for a different provider?
Yes and this is what made them sorted along with an email direct to Neil Burkett which really annoyed the Staff at the CEO office cos it made them pull a finger out.

Were threats an option I though available to me?
Yes and did help to solve the problem.

Fingy · 06-12-2009, 23:40

Yeah I bet the email went straight to him and wasn't dealt with by a member of his staff.

I used to work on the phones, 1st line and complaints dept, was threatened, shouted at, sworn at, verbally abused, etc etc. Personally I always went out of my way to help the nice people and just did my job to the letter of the 'law' with anyone who threatened me... human nature?

What mildly amused me was being told that someone would be waiting outside the building for me etc etc when I was the one sitting with the persons name, phone number, address, date of birth etc... odd, especially considering the Irish Sea was usually in the way.

Digital Fanatic · 06-12-2009, 23:58

Quote:

Originally Posted by Fingy

Yeah I bet the email went straight to him and wasn't dealt with by a member of his staff.

I used to work on the phones, 1st line and complaints dept, was threatened, shouted at, sworn at, verbally abused, etc etc. Personally I always went out of my way to help the nice people and just did my job to the letter of the 'law' with anyone who threatened me... human nature?

What mildly amused me was being told that someone would be waiting outside the building for me etc etc when I was the one sitting with the persons name, phone number, address, date of birth etc... odd, especially considering the Irish Sea was usually in the way.

Yeah... nice people make you go the EXTRA mile

Stuart · 07-12-2009, 10:24

Quote:

Originally Posted by chris26engwales

I find it ammusing that u are encouraging people who has had problems to switch and not get them sorted to try and get them to improve the service and their customer services.

Not really.. It's a perfectly valid option, and indeed, one I would recommend. After all, if a company continues to fail and continually refuses to improve (which is I believe what WelshChris is implying), to paraphrase Star Wars, Who is more foolish? The company that fails to provide a service or the customer who pays for that service every month?

---------- Post added at 10:24 ---------- Previous post was at 10:14 ----------

Quote:

Originally Posted by Welshchris

Did i opt for a different provider?
Yes and this is what made them sorted along with an email direct to Neil Burkett which really annoyed the Staff at the CEO office cos it made them pull a finger out.

Well, no it probably didn't. The staff at the CEO's office (of *any* company, not just Virgin) are usually interested in any area where Customer Service is failing, because if CS fails, they have no customers and no business..

Quote:

Were threats an option I though available to me?
Yes and did help to solve the problem.

Although it probably took a look more hassle than it would have if you were nice..

Flyboy · 07-12-2009, 12:50

Quote:

Originally Posted by Moldova

No Customer Service Representative should shout at you and if they do they are in the wrong vocation.

But if if you shout at me and use abusive language then I will advise you that unless it stops that I will have to close the call, and if that happens full notes are then left as to why the call was closed ( without the swear words )

But this is used far too often as an excuse to terminate a difficult call. Saying things like "damn," or "bloody," or at times of extreme frustration, "dear god," should not be used as excuses for ending a call. Given my example above, where I was asked to talk louder and then have the call ended because he accused me of shouting, is hardly what his rule is for. It doesn't reflect well on those who are more competent and diligent, nor does it bode well for the next time I am confronted with an officious idiot.

It was noted on an account with a very poor service electrical store that I swore at the previous call handler. This was totally untrue and it took some weeks to get it the false data removed. In fact, it was noted by the ICO that this sort of data is probably irrelevant and should not be held.

---------- Post added at 12:50 ---------- Previous post was at 12:43 ----------

P.S. Why is it that when we want to talk to a manager (especially if it is to complain about the call handler), every manager in the entire country is in a meeting, every single time.

This is extremely frustrating, especially when you know the call handler is lying. Why do we get told that when we want to talk to someone in the UK that it is impossible, because they don't have the facilities to transfer calls to the UK, but when we called the previous or next week we get transferred?

Then there is the callbacks. Seventy-two hours for someone to call back when you need the issue resolving there and then. Do they have so many complaints that it takes three days to deal with them. Or is that they hope that within three days you have forgotten about your complaint? I have never, ever had a callback from VM, Three, Orange, Sky, BT, or my bank; despite their promises that "this" time they will definitely, absolutely, without fail call me back.

Russ · 07-12-2009, 13:03

Quote:

Originally Posted by Flyboy

This is extremely frustrating, especially when you know the call handler is lying.

How do you know they're lying? What if the TL/Manager told their team that they're actually off to a meeting? Does your phone have a BS detector built in or something?