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

[Tim Deegan]

Originally Posted by Masque

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

They would be sacked if they did

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Originally Posted by martyh

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

But I do know what was said!!!

[Stephen]

Originally Posted by Tim Deegan

Well you are making it up to suit VM now. I told you what happened, he said "it isn't possible", and that was that. It's only when I pushed that he could be bothered to either do something, or find out if it could be done. He only put me on pause for a min or two, so it can't have been as difficult to sort out as many VM employees are trying to make out.

As I have tried to tell you before, its nothing to do with not being bothered, read jb66's post about the fault issue he had to deal with. That is the main reason for not editing or trying to change a work order.

[Tim Deegan]

Originally Posted by mikes12345

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!

As I have said many times on this thread, they do get it spot on sometimes, although almost never with overseas call centres.

But I'm talking about the many times that they have got it wrong.

I don't know the details of your individual case. But my example points out the fact that it took 4 phone calls for them to get it right. And even then they didn't want to rectify the problem.

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Originally Posted by 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

Well that post was a load of cr#p. But I can't believe that people are actually sad enough to start stalking me.

YOUR POST IS SOOOOO FAR OFF TOPIC!!!!!

[kop32]

Hmmmm,think I need a new bed but where should I go...........

[Tim Deegan]

Originally Posted by Stephen

As I have tried to tell you before, its nothing to do with not being bothered, read jb66's post about the fault issue he had to deal with. That is the main reason for not editing or trying to change a work order.

What about the 4 calls to sort it? Do you think that is good service??

[Peter_]

Originally Posted by Tim Deegan

Well you are making it up to suit VM now. I told you what happened, he said "it isn't possible", and that was that. It's only when I pushed that he could be bothered to either do something, or find out if it could be done. He only put me on pause for a min or two, so it can't have been as difficult to sort out as many VM employees are trying to make out.



Well I agree 100% with you that many sales staff use hype, gimmicks and even lies to get sales. But not me. And if you want evidence then go to [mod edit: no advertising please] where you will see that I actively campaign against such tactics.

If you had read some of the other posts by other agents you would have seen that policy can make things impossible for first line agents and just because they eventually rsolved it does not make them a liar.

[Stephen]

Originally Posted by Tim Deegan

What about the 4 calls to sort it? Do you think that is good service??

The four calls have nothing to do with it, just know that to change an open order can cause issues with the rest of it and you can end up with even more problems.

The CSR didn't lie and he did do his best to sort out your problem.

[Andrewcrawford23]

Originally Posted by Tim Deegan

Well you are making it up to suit VM now. I told you what happened, he said "it isn't possible", and that was that. It's only when I pushed that he could be bothered to either do something, or find out if it could be done. He only put me on pause for a min or two, so it can't have been as difficult to sort out as many VM employees are trying to make out.



Well I agree 100% with you that many sales staff use hype, gimmicks and even lies to get sales. But not me. And if you want evidence then go to [mod edit: no advertising please] where you will see that I actively campaign against such tactics.

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As I keep saying, this is about VM, and not individual staff. Stop twisting it to make me sound like the villan here.

I have received poor CS from VM on many occasions (as I'm sure many, many people have). But what disgusts me is the attitude of the VM staff on here, who try to make excuses, or twist things around, rather than showing any concern whatsoever that a customer received poor CS.

well eveeryone here thinks oyu are villian because you have called teh agent a liar

Originally Posted by Tim Deegan

What about the 4 calls to sort it? Do you think that is good service??

3 of which were your inability to wait.

[Andrewcrawford23]

Originally Posted by Tim Deegan

As I have said many times on this thread, they do get it spot on sometimes, although almost never with overseas call centres.

But I'm talking about the many times that they have got it wrong.

I don't know the details of your individual case. But my example points out the fact that it took 4 phone calls for them to get it right. And even then they didn't want to rectify the problem.

---------- Post added at 09:51 ---------- Previous post was at 09:49 ----------



Well that post was a load of cr#p. But I can't believe that people are actually sad enough to start stalking me.

YOUR POST IS SOOOOO FAR OFF TOPIC!!!!!

anything that says your wrong is c* but anything that says your right is perfect???? oh i am stalking you :O if your attuide wasnt the way it was i wouldnt be intruiged by you are your comment esicpalyl about yoru own company which seems to suggest formt hat review site that your company isnt what you make it and it possible like other companies and make mistakes

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Originally Posted by Jameseh

3 of which were your inability to wait.

Originally Posted by Tim Deegan

But I do know what was said!!!

But the members of this forum don't .Whilst I and some others may be willing to take your claims at face value and offer some support re. the shoddy cs claims others will not .
Having said that i am coming to the conclusion that maybe your attitude on the phone did not endear you to the first 2 or 3 reps because of your preconceived idea that VM train their reps to lie .I feel you must retract your claim that the rep lied

[Tim Deegan]

Originally Posted by Stephen

The four calls have nothing to do with it, just know that to change an open order can cause issues with the rest of it and you can end up with even more problems.

The CSR didn't lie and he did do his best to sort out your problem.

How can you say that????

I started this thread, and it is about poor CS at VM. And the example was that it took 4 calls to get it right.

The fact is that in order to try and defend VM, you keep bringing up the lying issue. Which as the OP I have said many time, isn't the main issue.

So stop trying to deflect things away from the main issue.

---------- Post added at 10:49 ---------- Previous post was at 10:47 ----------

Originally Posted by martyh

But the members of this forum don't .Whilst I and some others may be willing to take your claims at face value and offer some support re. the shoddy cs claims others will not .
Having said that i am coming to the conclusion that maybe your attitude on the phone did not endear you to the first 2 or 3 reps because of your preconceived idea that VM train their reps to lie .I feel you must retract your claim that the rep lied

That's because this thread is full of people with connections to VM, who are using the usual bullying tactics to try and shut me up. And there is no point in complaining, because half of the bullies are mods.

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Originally Posted by Andrewcrawford23

anything that says your wrong is c* but anything that says your right is perfect???? oh i am stalking you :O if your attuide wasnt the way it was i wouldnt be intruiged by you are your comment esicpalyl about yoru own company which seems to suggest formt hat review site that your company isnt what you make it and it possible like other companies and make mistakes

---------- Post added at 10:22 ---------- Previous post was at 10:21 ----------

The topic is about poor CS by VM, and not about libelous comments about me.

---------- Post added at 10:51 ---------- Previous post was at 10:50 ----------

Originally Posted by Jameseh

3 of which were your inability to wait.

Read the first post!!!!!!

---------- Post added at 10:52 ---------- Previous post was at 10:51 ----------

Originally Posted by Andrewcrawford23

well eveeryone here thinks oyu are villian because you have called teh agent a liar

No, people with connections to VM have tried to make me out to be a villan to try and detract from VM's poor CS.

The lying issue is secondary.

[Andrewcrawford23]

Originally Posted by Tim Deegan

How can you say that????

I started this thread, and it is about poor CS at VM. And the example was that it took 4 calls to get it right.

The fact is that in order to try and defend VM, you keep bringing up the lying issue. Which as the OP I have said many time, isn't the main issue.

So stop trying to deflect things away from the main issue.

---------- Post added at 10:49 ---------- Previous post was at 10:47 ----------



That's because this thread is full of people with connections to VM, who are using the usual bullying tactics to try and shut me up. And there is no point in complaining, because half of the bullies are mods.

but the lying issue the fact you think they have is the main issue people have, ok maybe the vm staff think you got good cs but other including myself have you have had bad cs but cause it took 4 calls but the last agent gave you good cs by going outside the rules book so to say but you have called them a liar, asked you good few pages back what you would say if the person had a disbaiulty and meant they had a limit vocalable like me and they didnt know how to express what they meant was that istead of being impossible that it techincally feasible but could cause mro problems meaning you have to wait long but you never respond to that because it goes against you and prove you cant rpove they are a liar just bad choice of words , you mgith find mroe pople go to your side if you admit it was not lie by the agent because you cant prove he tried to deceive you and that he hada bad choice of words but your annoyed at his training of how to deal with that type of situiton then that would be saying virgin meida are at fault with training and the agent just had bad choice of words nota liar

erm, libelous* comments?

Are you stating that the review of your company is not written by your brother, who is a director of your company? If so, and you state that the writer is not related to you in any way, I am more than happy to apologise and withdraw that statement. Otherwise, you are calling me a liar.

btw, I, and many others who have disagreed with you in this thread, have no connection with VM (formal or informal, besides being a residential customer).

*A published false statement that is damaging to a person's reputation

[Andrewcrawford23]

Originally Posted by Tim Deegan

That's because this thread is full of people with connections to VM, who are using the usual bullying tactics to try and shut me up. And there is no point in complaining, because half of the bullies are mods.[COLOR="Silver"]

i have no connectiosn to virgin but it your attuide and instenince thata person lied to you tha ti have the problem with, i have many times critised virign on here not this thread but cable forum but i have at times appauld when something is done right to everyone else who has doesnt have impaired view on the matter you have had bad cs cause it took 4 calls but the 4th agent done over and above what he shoudl have but gets called a liar you cant see what the main problem poeple are having with you