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

I think the point has been made by both the OP and everyone else.Why not agree to disagree and leave it at that?

[Peter_]

Originally Posted by martyh

In all my dealings with customers the first rule is never say never .You just don't say that a thing is impossible because usually there is a way to achieve it .I appreciate that to all intents and purposes what Tim wanted done was impossible ....for the reps he spoke to .......because they didn't have the necesary permissions but it was possible for a manager .It is splitting hairs i know .As i have said i would not call the rep a liar and think Tim is wrong to do so

For al we know the agent may have said I do not think that is possible but went away and got it sorted, without a recording who really knows, but regardless the issue was resolved to his satisfaction but then the agent was called a liar.

I have seen and heard many salesman trying to sell things and you know in most cases they are lying to get that all important sale, especially where targets are concerned, so to me it is a case of the pot calling the kettle black.

[Sirius]

Originally Posted by Maggy J

I think the point has been made by both the OP and everyone else.Why not agree to disagree and leave it at that?

And just let him carry on getting away with accusing VM staff of lying with no evidence to back up his slurs

[Peter_]

Originally Posted by Sirius

And just let him carry on getting away with accusing VM staff of lying

Maybe someone should go to his store and see if his workforce do that to sell a bed.

Originally Posted by Sirius

And just let him carry on getting away with accusing VM staff of lying

I'm suggesting that this thread will merely go round and round in circles.Besides which I think that the majority of the public are perfectly capable of making their own minds up about this issue.I know I have and I think it's time to maintain a dignified silence on the issue.Every time anyone posts to this thread keeps it in the public eye. If everyone stops posting it will disappear into the archives.

Originally Posted by Tim Deegan

Because that is my business, and not yours.

---------- Post added at 16:27 ---------- Previous post was at 16:25 ----------



You really like to twist things around to wind people up don't you?....there is a name for people who do that on forums.

---------- Post added at 16:28 ---------- Previous post was at 16:27 ----------



And did I start the thread saying that I was furious because I was lied to? No I didn't. The thread is about VM poor CS.

Originally Posted by Masque

For al we know the agent may have said I do not think that is possible but went away and got it sorted, without a recording who really knows, but regardless the issue was resolved to his satisfaction but then the agent was called a liar.
.

That's exactly why i take issue with calling the rep a liar because without a real transcript/recording of the conversation we will never know exactly what was said

Originally Posted by Tim Deegan

I train my staff to a very high standard. And I wouldn't tollerate poor CS.

---------- Post added at 17:16 ---------- Previous post was at 17:13 ----------



I have answered your qiestions.

And I have also told you on many occasions that my gripe is with the poor training and policies of VM, and not with individuals......read my first post.

Do you train your staff to astroturf review websites?

[Sirius]

Originally Posted by Hugh

Do you train your staff to astroturf review websites?

Thats perfect

[andy_m]

Originally Posted by Hugh

Do you train your staff to astroturf review websites?

OH, MY, GODDDDDDDDD!

Apologies to Media Boy, but this just became thread of the year! Can't believe some people are so down on it - loads of trolling, an argument that neither side is backing down from across about 200 posts, some actually very helpful information in amongst all the rowing and now la creme de la creme, la piece de la resistance - the trust-pilot review for the OP's own company, written by somebody with the same surname!

Seriously - what's not to like!

Back on topic - having just explained the full hilarity to my wife, she said "really? I've always found them pretty helpful".

[Digital Fanatic]

Originally Posted by Hugh

Do you train your staff to astroturf review websites?

Brilliant........

[paultrademark]

Originally Posted by Hugh

Do you train your staff to astroturf review websites?

hat for that fail

Good spot Hugh

[mikes12345]

I read these forums a lot ... but don't post very often ... bit wary of posting in such a contentious thread don't really want half the people on this site to hate me ... but ...

I've had to deal with Virgin CS quite a few times in the last year (I went through about 4 V+ boxes in a year) and I found that as a rule of thumb if I pressed the button to leave (or was lucky and got an agent in the UK call centre) then I got good CS - yes I normally ended up without TV for a few days but I don't see how that could be avoided. When I've dealt with the overseas call centre the experience has been less solid ... but I don't think this is a VM specific issue earlier this week I had to call Barclaycard customer services ... they changed my billing date without telling me ... the agent informed me that my billing date was the 14th working day of the month and the payment date 25 working days later. I told him he was wrong (which he was) I was polite about it - I simply pointed out thatbased on the dates he had given me there were only 16 days (not working days) between the statement date and the due date so there was no way his 25 working days could be correct. He went away spoke to someone and eventually came back with the correct information. Did he lie? Personally I don't think so? Did he make an assumption based on what is normal instead of checking? Yes.

I don't work in a call center, nor have I ever worked for VM - but I did use to work in retail customer service - frequently I would tell a customer it wasn't possible to do something (because of company policy) and, when they spoke to a manager, the manager would over rule me "just this once" and declare it fine - the customer would accuse me of lying - I just had to get on with it - very occasionally the manager would admit to the customer that I had done everythign in my power but more often than not the customer left assuming I was either a)useless or b)a liar (or possibly c)both). I didn't like it but that was my job then so I just got used to it.

So ... Why can't Virgin Media ever get their customer service right??

I think they can .. sometimes ... and that in reality that is as much as any big company with thousands of customers all on subtly different contracts with different services different loyalty schemes etc can hope to achieve. To train staff better than that would probably double my subscription ... so I'll stick with service that is good most of the time and not pay any more!

Wow that turned into a much longer post than I expected .... why didn't I just say I've had good CS and leave it at that?

[Digital Fanatic]

Originally Posted by mikes12345

I read these forums a lot ... but don't post very often ... bit wary of posting in such a contentious thread don't really want half the people on this site to hate me ... but ...

I've had to deal with Virgin CS quite a few times in the last year (I went through about 4 V+ boxes in a year) and I found that as a rule of thumb if I pressed the button to leave (or was lucky and got an agent in the UK call centre) then I got good CS - yes I normally ended up without TV for a few days but I don't see how that could be avoided. When I've dealt with the overseas call centre the experience has been less solid ... but I don't think this is a VM specific issue earlier this week I had to call Barclaycard customer services ... they changed my billing date without telling me ... the agent informed me that my billing date was the 14th working day of the month and the payment date 25 working days later. I told him he was wrong (which he was) I was polite about it - I simply pointed out thatbased on the dates he had given me there were only 16 days (not working days) between the statement date and the due date so there was no way his 25 working days could be correct. He went away spoke to someone and eventually came back with the correct information. Did he lie? Personally I don't think so? Did he make an assumption based on what is normal instead of checking? Yes.

I don't work in a call center, nor have I ever worked for VM - but I did use to work in retail customer service - frequently I would tell a customer it wasn't possible to do something (because of company policy) and, when they spoke to a manager, the manager would over rule me "just this once" and declare it fine - the customer would accuse me of lying - I just had to get on with it - very occasionally the manager would admit to the customer that I had done everythign in my power but more often than not the customer left assuming I was either a)useless or b)a liar (or possibly c)both). I didn't like it but that was my job then so I just got used to it.

So ... Why can't Virgin Media ever get their customer service right??

I think they can .. sometimes ... and that in reality that is as much as any big company with thousands of customers all on subtly different contracts with different services different loyalty schemes etc can hope to achieve. To train staff better than that would probably double my subscription ... so I'll stick with service that is good most of the time and not pay any more!

Wow that turned into a much longer post than I expected .... why didn't I just say I've had good CS and leave it at that?

a good balanced post, thanks

[Andrewcrawford23]

i cant believe wha ti might have found :O

http://www.insiders-view.co.uk/disgr...rt-forum/00544

doa search for tim sounds a lot like our tim :O but i cant say it is kinda goes agianst what hesays about himself and his company :O i better watch out cause he might shoot me down like on those forums :O