TiVo : Why can't Virgin Media ever get their customer service right??

[Rivva]

Originally Posted by devilincarnate

Have you got the clap

Sorry off topic - But...

Nothing to do with either of you devilincarnate or nstokes

But I made an identical comment/joke like yours the other day..

Can't remember which thread but it was swiftly removed.

I wonder why???

[bubblegun]

Originally Posted by Tim Deegan

Personally I've only ever had to call Sky a few times over 15 years, and didn't really have any problems with them. So I'm not really qualified to comment on their CS.

That would be because you were a tv only customer and had probably not changed your package much (?).

Sky have millions of happy customers who want a solid reliable tv service which is what they provide.

The ones who end up with problems are the ones who upgrade/downgrade (regularly), always want discounts, have phone and broadband, or get the services moved to another address.

Regarding the original post, the specifics of the issue would be different with Sky but essentially if something was put to happen along with another order then you would normally have to wait for that to complete for the change to happen. You would/should have been told this on the original call if it was the case.

IMHO the poor service lies with the original advisor not making you aware of this and the subsequent advisor's not being honest about this. The fourth advisor could have probably handled it better by making you aware that it wasn't standard process to do what you wanted.

I don't know the VM processes, but for Sky, he should have advised you (before changing the order to make the changes immediate) that he would have to cancel your Tuesday install and may have to book a different date for that job.

(These are my views on the situation not those of BSkyB)

[Peter_]

Originally Posted by Chad

So someone at Virgin has given inaccurate information to the original poster. The original poster has then aired his dissatisfaction to the Virgin employee who then managed to go away and resolve the matter.

As we cannot see the account notes or even know the exact nature of the enquiry then we will never truly know if inaccurate information was actually given as for al we know the information given was correct as per process, but the last agent may have decided to go the extra mile and find out if the was a workaround which ended in the positive result for the OP which unless you read back his posts you would actually think otherwise.

A long winded and rather pointless thread.

Originally Posted by Masque

A long winded and rather pointless thread.

One of the more depressing threads we've had on here IMO. I've seen a lot since joining this forum but rarely have I seen someone so determined to insist that an example of excellent customer service by a CSR actually amounts to lies and laziness.

What a sad and twisted view of the world.

Merry Christmas ...

[andy_m]

Originally Posted by Masque

A long winded and rather pointless thread.

And yet you're still posting here!

Whether he used the right language or not, I'm sure everyone can understand the frustrations of the OP. Making the customer phone 4 times before he got the service he wanted without explaining the processes involved to give him some understanding of why it may not have been possible is not good enough.

If nothing else, this thread has allowed the OP to air his annoyance, has led to some debate about what constitutes good customer service, has explained in some detail Virgin's processes thereby giving it's customers a greater understanding of why things are done in a certain way and has certainly been lively. Great thread as far as I'm concerned.

[Peter_]

Originally Posted by andy_m

And yet you're still posting here!

Because I am amazed at such a strange attitude when in all likelihood the final agent went against process and tried his best to sort out the issue to the satisfaction of the OP, just because the other 3 agents were unwilling to do so it does not mean that they were lying as they were probably just staying within the guidelines laid down by Virgin Media, and not everyone will got outside of that in fear of being disciplined for doing so, you should never shoot the messenger.

[Sirius]

Originally Posted by Chris

One of the more depressing threads we've had on here IMO. I've seen a lot since joining this forum but rarely have I seen someone so determined to insist that an example of excellent customer service by a CSR actually amounts to lies and laziness.

What a sad and twisted view of the world.

Merry Christmas ...

That is in some peoples nature unfortunately.

They have some form of a chip on there shoulder and no matter what the company does to help them they will attempt to turn any contact they have with said company in to a fight and then proceed to post it on here as fact. Its pretty sad really

[Itshim]

Perhaps the title needs tweaking. Of cause they can get cs right ,so perhaps cant & ever need amending.

Originally Posted by andy_m

Whether he used the right language or not, I'm sure everyone can understand the frustrations of the OP. Making the customer phone 4 times before he got the service he wanted without explaining the processes involved to give him some understanding of why it may not have been possible is not good enough.

You're quite right, but unfortunately this one important fact has been lost because, having started the thread insisting he wanted to discuss VM customer service in general, the OP went on to make some very unkind and unfair comments about a specific individual.

The individual concerned was not responsible for the account not being set up properly and he was not responsible for the OP having to make 4 calls to get it put right. The individual who has been accused of lying, and being lazy, was the one who ultimately fixed the problem by establishing a complicated workaround that he certainly wasn't trained to deliver and apparently was unsure he had latitude to deliver.

What we don't know (and never will) is whether the CSR knew of the workaround but didn't know if he had freedom to implement it, without risking some sort of warning, or whether he went to ask a supervisor if there was anything else that could be done for the OP and was shown the workaround at that point.

Either way - even if he already knew about the workaround - there is absolutely no way it can be justified to call him lazy or a liar. Large businesses have strict procedures and controls on the use of their IT systems. You don't just depart from those trained procedures and get creative without some sort of cover from your line manager.

[Tim Deegan]

Originally Posted by nstokes

agreed but see my post above, i bet there aim is to fix all issues as quick as poss without messing the customer around but somethimes it doesnt always work like this, remeber things happen for a reason

Unfortunately with VM it seems to be more often than not that they don't get it right. Which is my whole reason for this thread.

---------- Post added at 10:06 ---------- Previous post was at 10:04 ----------

Originally Posted by martyh

and my point was that the aspiration of the company and the staff should be to resolve the issue at the 1st attempt not the 2nd,3rd or 4th that just shows that the company and the staff have failed

That is one of the points I am trying to make in this thread

[Peter_]

Originally Posted by Tim Deegan

Unfortunately with VM it seems to be more often than not that they don't get it right. Which is my whole reason for this thread.

---------- Post added at 10:06 ---------- Previous post was at 10:04 ----------



That is one of the points I am trying to make in this thread

But the last agent got it right and therefore how can he be a liar if he resolved your issue, remember all businesses have processes including your own but as I said in an earlier post I bet you will bend a rule if it satisfies the customer and gets you that all important sale, am I not right?

[Tim Deegan]

Originally Posted by Andrewcrawford23

yes i agree tim should have had it all doenand sorted witht eh first call not the 2nd 3rd or 4th but on the same hand tim should not be calling people liers because they state "that impossible" then they come back and fix it, i know that seems liek there lying and maybe the agent should have said i dnt think that is possible and checked but you cant call someone a liar because of how there trained no offense but no one know everything even if you are train on say tivo you will not know ever possible problem you could encourare even if you where train on the in and out of the tivo, i assume tim is not tech savvy because if he was he know that software is temperamental and can do one thing one and minute and another the next with the same command and that is why the staff member will have bene trained never to cancel the order because cancelling the order could mean that in the end tim would not even have got them for tuesday because the order was cancelled but tim thinks that isnt acceptable, he also seems to think that people are robot and never make makes we are all human and make mistake the good people admit there wrong and dnt try to cover themself up.

to sum up no one know everything so it is impossible to train for everything just grow up and accept they mucked up and didnt get it right first time but the person who did fix it wasnta liar just was trained that way, then go and complain to virign about how there system works

The thread was started because of the overall poor CS from VM. And this situation was just one example.

The fact is that if somebody deliberately makes a statement that is untrue then that is the definition of a lie. Other people may call it bending the truth, or being uneconomical with the truth. But a lie is a lie, and nobody can deny that.

If the CSR didn't knowthen he should have asked, rather than making an untrue statement. To say "it is impossible" is a statement, and isn't just implying something.

[Peter_]

Originally Posted by Tim Deegan

The thread was started because of the overall poor CS from VM. And this situation was just one example.

The fact is that if somebody deliberately makes a statement that is untrue then that is the definition of a lie. Other people may call it bending the truth, or being uneconomical with the truth. But a lie is a lie, and nobody can deny that.

If the CSR didn't knowthen he should have asked, rather than making an untrue statement. To say "it is impossible" is a statement, and isn't just implying something.

If following process is a lie that is, do get it right.

[kop32]

Originally Posted by Tim Deegan

Unfortunately with VM it seems to be more often than not that they don't get it right. Which is my whole reason for this thread.

---------- Post added at 10:06 ---------- Previous post was at 10:04 ----------



That is one of the points I am trying to make in this thread

Don't make me laugh Tim,your main purpose of this whole thread was to accuse someone (who can't defend themselves) of lying and all for a couple of days without HD pictures ,god knows what you would be like if one of your services didn't work,all in all it seems like a cowardly way of going about a trivial complaint,I suggest you close this thread and forget about the "traumatic" experience you had for those 2 or 3 days without HD

Originally Posted by Tim Deegan

The thread was started because of the overall poor CS from VM. And this situation was just one example.

The fact is that if somebody deliberately makes a statement that is untrue then that is the definition of a lie. Other people may call it bending the truth, or being uneconomical with the truth. But a lie is a lie, and nobody can deny that.

It has been repeatedly explained to you what the CSR meant by 'not possible'. If you're too proud to admit you got it wrong when you called a decent, helpful member of staff a liar, it's your loss.