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

Originally Posted by Tim Deegan

So I presume you work for VM then?

What, anyone who has a good word to say about VM must therefore be an employee?

If that's the intellectual level we're operating on here I'm going to give up and go to bed. You can gibber in a corner by yourself.

You obviously didn't read this line in my first post: "For all those VM employees on here, I'm not talking about individuals, but VM as a whole.
"

Sorry, but I think the line "He lied to me!" is very obviously a judgement on an individual. Even if you didn't start out intending to attack anyone in particular, that is exactly what you're now doing.

[Tim Deegan]

Originally Posted by Chris

No, he didn't. He clearly gave you the answer that is correct when proper training and procedures are followed.

When you complained further he went and found a way to get you what you wanted in spite of proper procedures.

It's disappointing that you can't tell the difference.

It's disappointing that you can't tell the difference

He said, and I quote "it isn't possible". Now the fact that he then managed to do it proves that it was possible. So when he said "it isn't possible", then he wasn't telling the truth. At no time did he say "it isn't possible when procedures are followed".

So I will repeat yet again, I'm not talking about individuals, I'm talking about VM as a whole. I know that many people working for many companies have their hands tied due to procedures. It seems that companies who have good CS are far more flexible when solving problems for customers. Especially when the problem was caused by the company, and not the customer.

[Lew]

Originally Posted by Tim Deegan

So I presume you work for VM then?

Nope.

[Tim Deegan]

Originally Posted by Chris

What, anyone who has a good word to say about VM must therefore be an employee?

If that's the intellectual level we're operating on here I'm going to give up and go to bed. You can gibber in a corner by yourself.

When someone is so defensive of what anyone can plainly see is poor CS, then it is plainly obvious that they have strong loyalty towards that company.

And I would expect better than personal insults from a moderator, who should be setting an example.

Originally Posted by Chris

Sorry, but I think the line "He lied to me!" is very obviously a judgement on an individual. Even if you didn't start out intending to attack anyone in particular, that is exactly what you're now doing.

If it is a companies policy for it's staff to lie, rather than solve a problem, then it is the company, and not the individual. Employees have to follow companies proceedures (good or bad).

---------- Post added at 23:34 ---------- Previous post was at 23:33 ----------

Originally Posted by Lew

Nope.

So why can't you see what is clearly poor customer service? Or did you only actually read part of my first post?

Originally Posted by Tim Deegan

He said, and I quote "it isn't possible". Now the fact that he then managed to do it proves that it was possible. So when he said "it isn't possible", then he wasn't telling the truth. At no time did he say "it isn't possible when procedures are followed".

I see. And you know for a fact, do you, that when the CSR told you it wasn't possible, he *knew* that it in fact was possible?

[HD Boy]

Originally Posted by Tim Deegan

And I would expect better than personal insults from a moderator, who should be setting an example.

100% agree.

He has done the same to me before.

---------- Post added at 23:39 ---------- Previous post was at 23:35 ----------

Originally Posted by Chris

And you know for a fact, do you, that when the CSR told you it wasn't possible, he *knew* that it in fact was possible?

He still lied in the first place.

[Tim Deegan]

Originally Posted by Chris

I see. And you know for a fact, do you, that when the CSR told you it wasn't possible, he *knew* that it in fact was possible?

People shouldn't make a statement unless they know what they are talking about. So a simple "I'll just check if we can do anything to help", would have been far better than a simple "it isn't possible", just because he didn't know, and either couldn't be bothered (or company policy said otherwise) to check.

---------- Post added at 23:47 ---------- Previous post was at 23:44 ----------

Originally Posted by jb66

Would you not e cheaper on vip100?

Can someone tell me if it would be cheaper with this VIP (whatever it is)?

[HD Boy]

Originally Posted by Tim Deegan

People shouldn't make a statement unless they know what they are talking about. So a simple "I'll just check if we can do anything to help", would have been far better than a simple "it isn't possible", just because he didn't know, and either couldn't be bothered (or company policy said otherwise) to check.

---------- Post added at 23:47 ---------- Previous post was at 23:44 ----------



Can someone tell me if it would be cheaper with this VIP (whatever it is)?

http://shop.virginmedia.com/bundles/...e-package.html

The only difference with the VIP 100 package is it has 100MB broadband and it costs £111.46 per month. You would have to phone to get it.

[Tim Deegan]

Originally Posted by HD Boy

http://shop.virginmedia.com/bundles/...e-package.html

The only difference with the VIP 100 package is it has 100MB broadband and it costs £111.46 per month. You would have to phone to get it.

Thanks for that HD Boy.

It only says up to 50mb, and I have 100mb. Would I still qualify?

Also I have an extra two phone lines on top of that bundle.

[HD Boy]

Originally Posted by Tim Deegan

Thanks for that HD Boy.

It only says up to 50mb, and I have 100mb. Would I still qualify?

Also I have an extra two phone lines on top of that bundle.

There is a separate package called VIP 100 which costs £111.46 and it is not on the Virgin Media website so you would have to phone up to get it.

I am not sure about the phone lines. One of the Virgin Media staff should know the answer to that question.

[Tim Deegan]

Originally Posted by HD Boy

There is a separate package called VIP 100 which costs £111.46 and it is not on the Virgin Media website so you would have to phone up to get it.

I am not sure about the phone lines. One of the Virgin Media staff should know the answer to that question.

Thanks, I'll call them tomorrow.

[howardmicks]

Got to say when i recently upgraded to vip100,sarah who delt with it was spot on.she even took the time to call me at the end of the week to make sure everything was fine and in full wotking order

[Digital Fanatic]

Originally Posted by Tim Deegan

So he was just being lazy then. And lied to try and cover this up!

It would be nice if VM staff actually showed some concern when customers experience bad CS, rather than making excuses for them.

---------- Post added at 22:49 ---------- Previous post was at 22:48 ----------



I presume you are being sarcastic??

Tim, the rep was following company proceedures and would have had to speak to a manager/supervisor for guidance on over-riding the system and rebooking your other install back in.

I'm sorry you feel that I'm not showing concern, but I'm just explaining to you how it works, so you have more understanding of the situation. I don't personally feel you were lied to, but that's up to you.

[Andrewcrawford23]

Originally Posted by Tim Deegan

People shouldn't make a statement unless they know what they are talking about. So a simple "I'll just check if we can do anything to help", would have been far better than a simple "it isn't possible", just because he didn't know, and either couldn't be bothered (or company policy said otherwise) to check.

His statement would have bene true that it was not possible, apart from a very experienced staff most dnt know how to undo things ont eh system for one it is techincally against there contract of employment so he never lied he only told you what he was trained to do ( i am makinga presumption he isnt one of the few very experinced operators)

Now there is ways to get round the system but firstly he would need a manager permission to do so but doing so could also have meant that your thing booked for tuesday could have been mucked up in the form you would have bene waiting longer than tuesday if it went wrong

So as other have said you acutally got very good cusotmer service because he done something that is pretty hard to do, if anything you should be complaining to virgin about there system they use for being so crappy it makes it hard for CS to do things to make tihngs right and not accuse a staff memebr who done everything by the books of lying

Trust me when i say i have seen very poor cusotmer services from ome agents

[Peter_]

It is more likely he did not have the permissions on the system which his manager had so that is not lying rather the truth, if he was lying you would not have got your upgrade, quite obvious when you really think about it.