Why I hate VM's Indian tech support

[Russ]

Originally Posted by raging bull

Shame someone from CEO's office couldn't do a mystery 'I have probs' call to Indian tech support?

They probably do however as long as the service is so bad that customers only moan about it but not actually leave in droves, why change something that saves them a LOT of money?

[Peter_]

When the CWU was in discussion over the closure of the Albert Dock and the subject of Offshore Call Centres came up Sheila Burgess stated that Virgin Media cannot envisage a time that they would ever feel the need to get rid of them, now the only reason can be down to cost as that statement alone shows how little upper management care about you the customer.

Considering that we have major banks such as Santander who brought all their call centres back to the UK because of customer complaints that shows that it can be done, if you feel strongly enough why not continually email the CEO's office about it and the more people that do so the better.

allegedly Neil Berkett actually reads all emails in his inbox personally if you believe that I have bridge to sell you.

The email address for the CEO team is neil.berkett@virginmedia.co.uk so send as many complaints to this address as you can with specific times and dates and remember to include your name, address and account number.

You could also try setting up a Facebook page for the closure of Offshore call centres and one of those online petitions which could be posted on the Facebook page and as many other forums as possible to try and get this more in the public domain and make this company realise that enough is enough.

[General Maximus]

do BT and Sky have Indian call centres??

[Russ]

Yes, both do which is a worrying trend. I'm not the type to say "if I don't get what I want then I'm going to the competition" but in this case my mother was happy to go to Sky and BT if this wasn't resolved however they use Indian callcentres so it would be out of the fat and in to the frying pan.

Incidentally I spoke to someone at VM about a different matter this morning and I mentioned how much I couldn't stand Asian callcentres. He immediately got defensive and went on about how it was essential if VM were to offer 24 hour support etc. but also his attitude changed completely. I could tell he was a Manc but went on about being mixed race himself and that 'society needs to look beyond it's prejudices'. I almost dropped the phone.

[roughbeast]

My experience with CS India is 50/50 so for me the jury is still out.

My last fault, the mid-evening bump, they gave me loads of bovine poo, but also a discount.

[Russ]

The thing is a discount is nice but I'd much rather they just did their job properly. Offering a few quid off because they screwed up sounds to me like VM are saying "We know we can't improve the Indian callcentre so we'll just take the hit and offer you a sweetener to not take it any further".

[Peter_]

Originally Posted by raging bull

Shame someone from CEO's office couldn't do a mystery 'I have probs' call to Indian tech support?

They know how bad they are but are willing to take the hit.

[BenMcr]

Originally Posted by Russ

The thing is a discount is nice but I'd much rather they just did their job properly. Offering a few quid off because they screwed up sounds to me like VM are saying "We know we can't improve the Indian callcentre so we'll just take the hit and offer you a sweetener to not take it any further".

I'm certainly not defending anyone who doesn't do their job properly, especially when you've got other things to worry about, but there isn't any official policy of offering a discount for a bad call

[Peter_]

Originally Posted by BenMcr

I'm certainly not defending anyone who doesn't do their job properly, especially when you've got other things to worry about, but there isn't any official policy of offering a discount for a bad call

No they just use a credit to brush it under the rug not official but a well known fact, used to see it all the time in the notes from an offshore agent.

They even credited my old staff account when we had a rare outage 2 years ago, no UK agent would do that but it was my daughter who rang up and it does clearly show on the first page that it was a staff account so no excuse to credit me as the credit was more than 3 months cost of my broadband at the time.

[Mick Fisher]

Originally Posted by Russ

They probably do however as long as the service is so bad that customers only moan about it but not actually leave in droves, why change something that saves them a LOT of money?

It was one of the reasons (among a list of many others ) why I left.

Just had my old superhub collected. Asked the Guy if he was busy, just to make some conversation, he said he was rushed off his feet and had to have his area split as he couldn't keep up.

I can't say I am surprised.

VM are so bad they make Ntl look good.

[craigj2k12]

Both times I have called sky it has been a scottish call centre, and both times they have called me its been the same. I cant speak for ADSL but the fibre team seems to all be UK based in my experience

[Mick Fisher]

Originally Posted by craigj2k12

Both times I have called sky it has been a scottish call centre, and both times they have called me its been the same. I cant speak for ADSL but the fibre team seems to all be UK based in my experience

So far I haven't had any reason to call, touch wood.

But even if they are off shored I am confident the standard could not be worse than VM's as it is impossible to get any lower than the bottom of the barrell.

As the Sky fibre broadband is immeasurably better then I am in a win-win situation.

[craigj2k12]

Originally Posted by Mick Fisher

So far I haven't had any reason to call, touch wood.

To order you would have Thats was my first call

Originally Posted by Mick Fisher

As the Sky fibre broadband is immeasurably better then I am in a win-win situation.

Exactly, me too

[General Maximus]

I think i am going to look into Sky. My 1 year for 100mbit with VM is up and i have always been very impressed with Sky.

[craigj2k12]

Even if you go for the 40mb package it will probably outperform VM's 100mb in every way