General : Virgin TV Behind the rest ?

[Stephen]

How is Ben defending VM? its clear that S4C are partly to blame for VM not carrying the alternate audio when other VM channels can and do.

Ben is stating facts. Not defending VM.

[Itshim]

Originally Posted by Stephen

How is Ben defending VM? its clear that S4C are partly to blame for VM not carrying the alternate audio when other VM channels can and do.

Ben is stating facts. Not defending VM.

good lord even when I try to stand up for him I am put down. S4C have so far stood by the reply - its Virgin that can`t cope . Have tried again via a different route. Just to see . Really its not a great deal - just a bit of a pain now and again. Still the same with BBC - want what I want to heard & its only on free view. Something in common here - Yes

[Sirius]

Originally Posted by Arthurgray50@blu

Hi Carlwaring, Just one question Is Ben a director of VM, as it states that he is a member of staff.

People have as much chance of getting a reply from VM management than Spurs have of winning the Premier League. VM will not tell you anything, the CS is totally useless, and as for management, l have spoken with them on other problems that l have as a customer and you won't get get an answer.

I am not having a dig but its about time that VM kept customers up todate with news, and if there is a problem with S4C and the customer goes elsewhere - is that good customer relations, l think not. You only have to look at the Red Button problem on TiVo, l spoke with VM and nothing got done.

Arthur

You say you are not having a dig but YOU ARE. I will accept your posts as accurate when you start posting accurate statements backed up by evidence, i think you know what i mean.

[Peter_]

Originally Posted by carlwaring

Perhaps because they're too busy doing what they're paid for; which does not necessarily include talking to customers. (Hint: That's what 'customer services' are for. It's right there in the name!)

In most cases the management are there purely to manage and have no idea about the products or services supplied or provided which why you should always speak to the advisor rather than ask to speak to manager.

Martin Lewis always advises to insist on speaking to a manager which shows how out of touch his advice is in reality.

[carlwaring]

A good point well made, Peter. Though I think both Martin Lewis and his site actually do a lot of good; mostly

[andy_m]

Martin Lewis is about saving money and advises you to speak to the person most likely to be able to authorise discounts etc. This is different.

[Peter_]

Originally Posted by andy_m

Martin Lewis is about saving money and advises you to speak to the person most likely to be able to authorise discounts etc. This is different.

He tells people to bypass the agent and insist on speaking to a manager and many agents can deal with the issues people call in with and escalate correctly if required.

Many companies will not talk to you unless you follow their processes such as trying to come to resolution with the First Point of Contact which in most cases improves the customer experience.

Plus even if you get to speak to a "manager" how do you know that is their actual job because in many cases it will just be a more experienced agent, remember you are on the other end of the phone.

You would be surprised how much leeway companies give agents with regards discounts and gestures of goodwill, do not believe the hype from the likes of Martin Lewis.

[carlwaring]

Originally Posted by Peter_

He tells people to bypass the agent and insist on speaking to a manager and many agents can deal with the issues people call in with and escalate correctly if required.

Yes. The Customer Services manager; ie their boss. Not a higher-up Manager who is nothing to do with the customer-facing staff.

(Obviously I don't know which type of manager the OP was referring to in his post but I suspect it's not the right one; hence the issue they were having about them not knowing anything.)

[andy_m]

Originally Posted by Peter_

He tells people to bypass the agent and insist on speaking to a manager and many agents can deal with the issues people call in with and escalate correctly if required.

Many companies will not talk to you unless you follow their processes such as trying to come to resolution with the First Point of Contact which in most cases improves the customer experience.

Plus even if you get to speak to a "manager" how do you know that is their actual job because in many cases it will just be a more experienced agent, remember you are on the other end of the phone.

You would be surprised how much leeway companies give agents with regards discounts and gestures of goodwill, do not believe the hype from the likes of Martin Lewis.

Believe it or not, Peter, but like a broken clock I think we might actually have reached the point where I think you're right-there is no need to speak to a manager in the circumstances that this thread is actually about. I was merely pointing out that Martin Lewis' advice isn't about the circumstances that this thread is actually about!

Having now broken a personal rule by posting a reply to one of your posts I'll make this my final word on the subject. I've no doubt that you'll want the actual final word, and I look forward to reading it with the usual incredulity...

[Peter_]

Originally Posted by andy_m

Believe it or not, Peter, but like a broken clock I think we might actually have reached the point where we're in agreement-there is no need to speak to a manager in the circumstances that this thread is actually about. I was merely pointing out that Martin Lewis' advice isn't about the circumstances that this thread is actually about!

Having now broken a personal rule by posting a reply to one of your posts I'll make this my final word on the subject. I've no doubt that you'll want the actual final word, and I look forward to reading it with the usual incredulity...

So you dislike facts now that is incredible but there you go.

---------- Post added at 21:41 ---------- Previous post was at 21:35 ----------

Originally Posted by carlwaring

Yes. The Customer Services manager; ie their boss. Not a higher-up Manager who is nothing to do with the customer-facing staff.

(Obviously I don't know which type of manager the OP was referring to in his post but I suspect it's not the right one; hence the issue they were having about them not knowing anything.)

In many companies the line manager does not have a clue so no point in many cases speaking to them or even their manager as you will get a blank look as with the above poster not quite understanding facts.

[carlwaring]

Originally Posted by andy_m

I've no doubt that you'll want the actual final word, and I look forward to reading it with the usual incredulity...

What he said

[Peter_]

Originally Posted by carlwaring

What he said

So you dislike facts as well, so sad.

[carlwaring]

No. I love facts. Which "facts" were you referring to?

I agree with what you said in post #22 but as I said in the post after that,

(Obviously I don't know which type of manager the OP was referring to in his post but I suspect it's not the right one; hence the issue they were having about them not knowing anything.)

So which type were you referring to?

[Peter_]

Originally Posted by carlwaring

No. I love facts. Which "facts" were you referring to?

I agree with what you said in post #22 but as I said in the post after that,



So which type were you referring to?

You answered a fools post remember who could not take in or process simple facts even in their most basic format.

[carlwaring]

Again, which facts?

Never mind. I think we're back here again

Originally Posted by andy_m

I've no doubt that you'll want the actual final word, and I look forward to reading it with the usual incredulity...