TiVo : Some Virgin Compensation Advice

[Wad_2002]

Well got home from work last night and 2 VM vans outside drilling into my garden wall lol. They said they were here to do the repull. They were supposed to be doing it on Tuesday "4th of this month.

Looks like they are dealing with it as a priority as the senior tech had to make about 3 phone calls during his visit last Saturday. He did say to me then that he would raise this with a senior figure so thats been good

All good on the TV front though...no pixel problems. Nice clean signal. Everything seems good now.

Rang VM, they advised they would get a senior manager to call back today to discuss the situation. Oh and she women tried to offer £20 goodwill gesture lol. I said no in a calm and polite manner. .Unfortunately, no call back today.

On the compensation front folks...not looking to bleed VM to be honest but if the offered to pay my services for the next 3 months, I would be satisfied with that which personally I think is reasonable. (bill is now £57 p/m)

Fair enough If I was a newish customer, but I have been with them since the telewest days. I've paid them thousands over the years. But we see what happens.

Now have the pain of deleting about 30 series links to HD channels lol

Thanks for the feedback guys...will keep you posted.

---------- Post added at 20:53 ---------- Previous post was at 20:42 ----------

Originally Posted by OLD BOY

I agree it's not acceptable service in this case, but it's a fact of life that you have to chase people sometimes.

Personally, I don't like the compensation culture that has grown like topsy in this country in recent years. All it does it put the costs up which translates in price increases for all of us. Is that really what we want?

Fully agree that you do need to chase people, but I think I just got too use to it. As much it sounds weird and that VM probably think I am some nut job .

Only when I my contract expired back in June, that the guy who understood me and took it seriously, made the calls and made it happen, before continuing the upgrade.

Plus also that BT sport came to town for free was a given

[savvychels]

50% probably too much to ask. £20 offer is taking the mick. At the end of the day you were out a partial service that you were paying for though you were 'satisfied' Enoch to not be too bothered to keep chasing them. I would think a couple of months would be reasonable. I don't view your case as compensation so much as just getting back money for service not provided. And I think that's a reasonable expectation.

[Wad_2002]

Bit of an update folks.

Rec. call today from a team manager to discuss my case. Bottom line he said that he could see that reported these issues before but was not resolved and length of time is unacceptable.

We have agreed that VM will pay my bills for the next 3 months and have also gave me the sky sports collection free for 3 months too. Have to say very happy with the outcome and that they have treated my like a valued customer rather than a number.

Thanks for the feedback guys on this.

[Sirius]

Originally Posted by Wad_2002

Bit of an update folks.

Rec. call today from a team manager to discuss my case. Bottom line he said that he could see that reported these issues before but was not resolved and length of time is unacceptable.

We have agreed that VM will pay my bills for the next 3 months and have also gave me the sky sports collection free for 3 months too. Have to say very happy with the outcome and that they have treated my like a valued customer rather than a number.

Thanks for the feedback guys on this.

Glad you got it sorted

[savvychels]

Great result.

[MutleyF]

I'd agree, seams a reasonable refund to me

[kop32]

Originally Posted by andy_m

It's the company's responsibility to provide the service they advertise, and I don't think it hurts any company to actually follow up when they've undertaken engineering work, rather than just "presume that the issue has gone away". I genuinely find it incredible that people consider either of these things acceptable. I don't. Provide me with the service you advertise, if you can't the onus is on you to ensure it's resolved. It's because people accept less than these very basic standards that we get such poor customer service from companies.

I agree, Old Boy, that we don't want to live in a compensation culture where the average customer has to suffer increased bills because their service provider is always paying out. If the service providers get the basics right first time then we won't have to.

Andy,
Does this mean that every time you have your car fixed,tyre mended,washing machine repaired etc that you expect a call to see if everything is working?,surely not,my view is report the fault,allow a repair then if it is still not working report it again stressing that it is not the first time.

[MutleyF]

Originally Posted by kop32

Andy,
Does this mean that every time you have your car fixed,tyre mended,washing machine repaired etc that you expect a call to see if everything is working?,surely not,my view is report the fault,allow a repair then if it is still not working report it again stressing that it is not the first time.

Dunno - but Quickfit were pretty good at following up when I purchased a new tyre the other day ... they wanted to sell me everything under the sun ... you name the insurance policy, and they tried to sell it.

Shame they never asked how the new tyre was bearing up!