Virgin least complained about provider in Q2 2011

[Welshchris]

I bet AOL are somewhere in the worst providers to.

[Tim Deegan]

Originally Posted by Masque

I am a broadband technical support agent and I never bring any issues into the workplace from home as you cannot do my job in those circumstances.

It wasn't me who said you did. It was another poster who was using that as an excuse for poor customer service

Originally Posted by Masque

I certainly never lie to customers and the is no such training within the company as it would be national news headlines by now.

You are in technical support, who have always provided a good service (apart from occasionally not calling back). I have repeatedly said that I have been lied to on a number of occasions by customer service.

Originally Posted by Masque

As this is a privately owned forum that allows Virginmedia staff to post on here in their own time why would those staff report what is to all intents and purposes hearsay to anyone within the Virginmedia management, as the is no way it can be confirmed or backed up due to the many legal constraints in place and if you are in business you should be fully aware of that.

Not sure what you are getting at. I'm not on here to report a complaint. I just made a true comment in reply to the forum, and then loads of VM employees jumped on me. I think it is a case of the truth hurts.

Originally Posted by Masque

Maybe it would be a good idea to call Customer Relations on Monday from 8am on 150 from a Virginmedia phone line or 0845 454 1111 from any other phone and choose option 5 option 2 and if you forget your password just press zero and complain to them instead.

So you mrean call the same people who I am complaining about.

The issues are in the past. My comments are about the poor customer service that I have received over the last 20 years. I'm not after compensation or anything. I just wish that they would improve their service. And as most people want, bring CS back to the UK.

Originally Posted by Masque

Again I know of no training to lie, so any such comments you insist on repeating are to say the least slanderous in their intent.

Don't try to pull the wool over peoples eyes. I know of many untruths that call centre staff in many industries are told to come out with.

[Kymmy]

Originally Posted by spiderplant

I'm not sure why you are posting at all on this (consumer-oriented) forum. Doesn't the SLA on your business account provides whatever cover you need for any loss of service?

If he was on a business account then he wouldn't be talking to India as in post #10 as VMB has only UK call centres

[Sirius]

Originally Posted by Kymmy

If he was on a business account then he wouldn't be talking to India as in post #10 as VMB has only UK call centres

Nail and Head

There will always be complaints, it is how companies (large and small) deal with those complaints matters - if the customer has a valid complaint, and the issue is resolved (hopefully to the customer's satisfaction), you tend to keep the customer (and they tell others how helpful the company has been). I have found that most customers will be delighted with excellent customer service

However, some will abuse the good service you give. Unfortunately there are some people who will always find something to complain about, no matter how hard you try to help them out.

[Sirius]

Originally Posted by Hugh

Unfortunately there are some people who will always find something to complain about, no matter how hard you try to help them out.

Especialy true if it means getting a reduction in price or some other form of compensation

[Peter_]

Originally Posted by Tim Deegan

Not sure what you are getting at. I'm not on here to report a complaint. I just made a true comment in reply to the forum, and then loads of VM employees jumped on me. I think it is a case of the truth hurts.

I was pointing you towards the correct team to complain to nothing more and if you think otherwise then so be it.

Originally Posted by Tim Deegan

Don't try to pull the wool over peoples eyes. I know of many untruths that call centre staff in many industries are told to come out with.

The is no training with regards lying or even giving false truths as it is something I would not do as it is unethical, and if I or the other posters above worked in that way then we would not be on any forum offering any kind of help.

If you were to post this elsewhere and identified yourself you could be in deep water legally with what would be construed as false accusations with regards training.

[Sirius]

Originally Posted by Masque

If you were to post this elsewhere and identified yourself you could be in deep water legally with what would be construed as false accusations with regards training.

I have asked him to produce the evidence in relation to his statement that VM train there staff to lie, He has not produced it because he knows dam well that virgin would never train there staff to lie, However he seems to feel he can spout his false accusations because it fits his agenda.

---------- Post added at 11:31 ---------- Previous post was at 11:24 ----------

Originally Posted by Tim Deegan

I was lied to by a member of the Virgin staff.

First time you said someone lied and you aimed it at all staff

Originally Posted by Tim Deegan

I'm afraid you are very wrong.

To start with, any staff who deal with customers should not bring problems to work. And therefore personal issues should NEVER have any bearing on the way they deal with customers.

Staff who can't do the above quite simply shouldn't be employed in positions dealing with the public.

If a company (whatever size) employs the right people, and trains them properly, then this alone should eliminate most complaints.

Worst of all is when staff are actually trained to lie to customers, as I have come across a few times with VM.

To be honest I am disgusted that there are two members of VM staff in this forum who instead of passing on customers concerns, actually try and make excuses, and even deny that there is a problem. Well as I have said many times, there is a serious problem with VM's customer service.

You have to remember that VM aren't retailers, they provide a service. And this is a service that should run trouble free on a day to day basis. And I have to say that it usually does, and is in fact very reliable. Even when there are faults that cause disruption in the service, then I accept that as with all technology, this can happen occasionally. And although it can be very annoying (especially when trying to run businesses that rely on communications and IT), it isn't really grounds for a complaint as long as the problem is sorted quickly. With retailers they are relying on products manufactured by third parties, and therefore they are more likely to have complaints.

Complaints usually start out as problems. It's the way that these problems are dealt with that decides if it becomes a complaint. And this is where VM fall flat on their face as far as customer service goes.

The best single way to improve VM's customer service would be to bring the call centres back to the UK. Oh, and stop training staff to lie.

Twice in one post you stated VM train there staff to lie

Originally Posted by Tim Deegan

Get your facts right. I said that members of VM call centre staff lie. I didn't say that all VM employess lie.

Originally Posted by Tim Deegan

I was lied to by a member of the Virgin staff.

Yes you did see above

[Peter_]

Originally Posted by Sirius

I have asked him to produce the evidence in relation to his statement that VM train there staff to lie, He has not produced it because he knows dam well that virgin would never train there staff to lie, However he seems to feel he can spout his false accusations because it fits his agenda.

As I said above posted elsewhere his comments could have legal implications but by hiding behind a username on a private forum many feel they can say virtually what they want.

[Peter_]

Originally Posted by muppetman11

My thoughts on VM employees I've dealt with on the phone.

UK BB Tech Support have always been excellent , honest and polite as have UK Customer service agents.

I think I do my job to the best of my ability and if I find that I need help the are enough resources and back up staff available to help me do so.

[Tim Deegan]

Originally Posted by Sirius

Nail and Head

Don't comment on something you know nothing about.

It is disgusting that a member of VM staff should be so personally abusive to a customer who has had many bad experiences with VM. Especially in a public forum.

You aren't doing your employers reputation any good at all. And your own career prospects I imagine.

---------- Post added at 01:07 ---------- Previous post was at 01:04 ----------

Originally Posted by Masque

As I said above posted elsewhere his comments could have legal implications but by hiding behind a username on a private forum many feel they can say virtually what they want.

I haven't said anything that isn't true. So you should get your facts right rather than trying to bully someone in a forum. As with Sirus, it doesn't do VM's reputation any good. In fact it could come under misconduct.

---------- Post added at 01:12 ---------- Previous post was at 01:07 ----------

Originally Posted by Masque

I think I do my job to the best of my ability and if I find that I need help the are enough resources and back up staff available to help me do so.

Don't take it personally. I'm not just someone who complains about a whole company, or all of it's employees. It's just that over 20 years I have had many bad experiences with the CS department, which actually got far worse when it was moved to a call centre abroad.

As I've mentioned before, if people ask me which provider I recommend, then I say that VM provide an excellent and reliable service. However when things do go wrong you have an absolute nightmare sorting it out.

The only customer service that I have ever experienced that is worse than VM is Paypal.

[Sirius]

Originally Posted by Tim Deegan

Don't comment on something you know nothing about.

It is disgusting that a member of VM staff should be so personally abusive to a customer who has had many bad experiences with VM. Especially in a public forum.

You aren't doing your employers reputation any good at all. And your own career prospects I imagine.

---------- Post added at 01:07 ---------- Previous post was at 01:04 ----------



I haven't said anything that isn't true. So you should get your facts right rather than trying to bully someone in a forum. As with Sirius, it doesn't do VMs reputation any good. In fact it could come under misconduct.

---------- Post added at 01:12 ---------- Previous post was at 01:07 ----------



Don't take it personally. I'm not just someone who complains about a whole company, or all of it's employees. It's just that over 20 years I have had many bad experiences with the CS department, which actually got far worse when it was moved to a call centre abroad.

As I've mentioned before, if people ask me which provider I recommend, then I say that VM provide an excellent and reliable service. However when things do go wrong you have an absolute nightmare sorting it out.

The only customer service that I have ever experienced that is worse than VM is Paypal.

Please highlight where i have been abusive to you, I have not, If i had been abusive i am sure a MOD on this forum would have told me i had been

All i have done is highlight the fact you stated VM train there staff to lie when i know they don't. If we don't challenge this in accuracy then we would be accused of admitting its true when its not. All you had to say was that it was in your opinion and not state it as fact.

Anyway i have done what i needed to do so you continue with your accusations that VM do something that you have no proof of, Those reading this thread will see that you have not given proof when asked to.

[Kymmy]

Can I suggest liberal use of the IGNORE feature in this thread, otherwise we're going to go round in circles..

[Sirius]

Originally Posted by Kymmy

Can I suggest liberal use of the IGNORE feature in this thread, otherwise we're going to go round in circles..

Already done it Kymmy

[Peter_]

Originally Posted by Tim Deegan

I haven't said anything that isn't true. So you should get your facts right rather than trying to bully someone in a forum. As with Sirus, it doesn't do VM's reputation any good. In fact it could come under misconduct.

No one is trying to bully you whatsoever and as for the claims of misconduct, you do actually realise that this is a privately owned forum with no links to Virginmedia and that everyone on here are posting as a private member and any comments are our own and have nothing to do with our work, so once again you are incorrect in your presumptions.

I think that the link in the first post says it all and if you or anyone else had an axe to grind then you would follow the correct process and ring up or even send a letter to the Complaints Department.

I would advise you to put your complaint in writing, include as much information as possible and address it to,

Complaints,
Virgin Media,
PO Box 333,
Matrix Court,
Swansea.
SA7 9ZJ