TiVo : lil help please if you can

[cj136uk]

Well that clause (which is the one I referred too) is there to protect consumers...
I would say VM know what they are doing, its their decision and it makes business sense to keep the custom.

[weenie]

Originally Posted by MarkC1984

Depends on the attitude of people calling. I find being polite and calm works much better than calling and shouting at them.

You have the right attitude, I work in customer services and the people who think it is ok to rant and shout at me, I do not go out my way to help but people who treat me nice I will do everything in my power to get them the results they are looking for or as near as dammit. What annoys me is customers who give abuse at me on the phone it just makes me want to end the call as soon as possible.

[OLD BOY]

Originally Posted by RobboEdin

Have you had your first bill since these changes?

Hopefully there will be a large set of penalty fees for failing to meet your commitment to the contract you put in place.

It's time that ALL companies made customers comply with the terms of contracts.

In your case, Virgin Media gave you a reduced price for six months in return for your business for 18 months. You have failed to meet your commitment and, as a customer of Virgin Media, I want you kept to your contract.

Your failure to pay revenue to Virgin Media for 18 months costs me and all other customers money.

Yes, but this is a very short term view. I do believe that Virgin Media try to help their customers where they can, and their attitude is rather different from that you encounter with Sky.

By helping this guy out they have probably retained his loyalty to the company for many years to come, and that will increase the money they receive from him as a result.

I would say that it is reckless to take out a contract like this that you cannot afford, but sometimes things go pear shaped and your financial position changes. It's nice that VM are prepared to listen and help.

It is solely their decision to waive penalty provisions in appropriate cases.

---------- Post added at 12:56 ---------- Previous post was at 12:55 ----------

Originally Posted by cj136uk

Well that clause (which is the one I referred too) is there to protect consumers...
I would say VM know what they are doing, its their decision and it makes business sense to keep the custom.

Agreed.

[andy_m]

Originally Posted by weenie

You have the right attitude, I work in customer services and the people who think it is ok to rant and shout at me, I do not go out my way to help but people who treat me nice I will do everything in my power to get them the results they are looking for or as near as dammit. What annoys me is customers who give abuse at me on the phone it just makes me want to end the call as soon as possible.

I do understand, and I have found that being polite gets me furthest. However, what annoys me is customer service agents who don't understand that customers are human too, forget that they, themselves, are employees of a business and think that they can pick and choose who they work hardest for.

I don't advocate being rude to customer services, but I don't agree with customer services doing half a job, either.

[weenie]

I agree and some bring their problems/moods to work with them "I know I was guilty of this when younger and maybe a bit hung over" glad to say I don't do that now but the younger ones do and they do forget that without customers we would not have a job.

[OLD BOY]

Originally Posted by andy_m

I do understand, and I have found that being polite gets me furthest. However, what annoys me is customer service agents who don't understand that customers are human too, forget that they, themselves, are employees of a business and think that they can pick and choose who they work hardest for.

I don't advocate being rude to customer services, but I don't agree with customer services doing half a job, either.

For what it's worth, I have never encountered a problem with Customer Services.

[andy_m]

Originally Posted by OLD BOY

For what it's worth, I have never encountered a problem with Customer Services.

Neither have I. But the point is that in the transactional relationship between customer and customer service agent only one party really has the right to allow their feelings impact on the way they act. That's not to say that they should.

Perhaps Arthur approached this in the wrong way, and was rude at the outset. Perhaps he was perfectly polite. Does either approach justify something taking three phone calls and two broken promises of contact? The answer, of course, is no. He's been let down, and that's true whether he's the nicest guy in the world or a curmudgeonly old grump.

[Bowie]

Well having been phoned back by virgin Rententions i have the same deal with all tv bb and phone the man was polite and sounded caring.

I never phoned shouting at VM, I phoned and explained the situation. I when I phoned VM to begin with to get the deal. i had plan to pay for every month and due to helping family i needed to lower my bills to help me because i would be living on noodles for until the contract finshed. People hear that automatically assume I am another one of those guys that trys to rip off everyone. I care more about family that a bunch of strangers and if you think i shouldn't. If i felt like i knew you I wouldnt help you anyway, anyone could be behind that username your using.

I only wanted VM BB because thats all i use. but if i keep the all of it at the same price i dont pay a cancellation fee for phone since TV is free to cancel.

Ive never had bad Customer Experiance Either from virgin for customer service i think VM is one of my top ones.

Explain how? When i save money everyone else suffers thats on VM.

Hope this doesnt come across like am a D*** but hey, I have my own reasons.

---------- Post added at 14:34 ---------- Previous post was at 14:20 ----------

Originally Posted by RobboEdin

Have you had your first bill since these changes?

Hopefully there will be a large set of penalty fees for failing to meet your commitment to the contract you put in place.

It's time that ALL companies made customers comply with the terms of contracts.

In your case, Virgin Media gave you a reduced price for six months in return for your business for 18 months. You have failed to meet your commitment and, as a customer of Virgin Media, I want you kept to your contract.

Your failure to pay revenue to Virgin Media for 18 months costs me and all other customers money.

I like your attuide but people have life's and things can change, I can expect your a very orginized business man. I dont know you ofcourse.