Superhub customer service nightmare

[Nopanic]

Originally Posted by PhusioNMCR

rofl

Well what do you want ? its Sunday afternoon and you're giving attitude ..

How about a nice friendly request for help ? No ? ah well ..

[qasdfdsaq]

Originally Posted by PhusioNMCR

Next you will tell me it cant do 50mb.....

It can do 50mb fine. That has no relation to the fact it cannot do 300mb.

[Irexes]

Originally Posted by Nopanic

True, but if its not process for an agent to do something, they will not be shown how to do it, thus it is not possible for them.

That's not what they said. They said no-one could do it.

I don't see how it's been made right ? the customer wanted an upgrade, it didn't work .. I look at things from a technical point of view, it is my job to make sure customers get the service they pay for and things work.

I wanted a working Internet connection. A cheap upgrade was nice, but not at the cost of interruption to service.

So this customer goes back to the old service, the fault is not identified and the next customer gets the same issue and then the next and the next, I don't think you are able to grasp how important the identification and resolution of faults is from a customer service point of view,[COLOR="Silver"]

NO-ONE WAS TRYING TO IDENTIFY THE FAULT.

Sorry for caps but you're ignoring that. The tech advice was spurious at best (only 1 attempt was made to fix it, other than switch it off and switch it on again, and that was to change the wireless channel!) and then a replacement was ordered. There was no attempt to identify the fault and no guarentee it wouldn't happen again.

The next customer's service shouldn't be dependant on giving the previous one a bad experience.

[sgtsixpack]

I agree with Irexes post, nail head hammer in fact.

The upgrade was a failure because there was a fault, the process then failed as it failed to take into account the customer's wishes which were not to extreme i.e. put it back like it was please, while u send me the new hub.

If this is hard to do or people are not trained to cope, then the process is a failure and needs to be upgraded. As Irexes said, making him wait 6 days will not help solve the problem and not help the next customer with the same problem. In fact they will be another p'd off customer.

[Nopanic]

Originally Posted by Irexes

That's not what they said. They said no-one could do it.



I wanted a working Internet connection. A cheap upgrade was nice, but not at the cost of interruption to service.



NO-ONE WAS TRYING TO IDENTIFY THE FAULT.

Sorry for caps but you're ignoring that. The tech advice was spurious at best (only 1 attempt was made to fix it, other than switch it off and switch it on again, and that was to change the wireless channel!) and then a replacement was ordered. There was no attempt to identify the fault and no guarentee it wouldn't happen again.

The next customer's service shouldn't be dependant on giving the previous one a bad experience.

I'm not ignoring anything, I've very openly said you have had terrible customer service, I'm suggesting that Virgin has failed you in that you have not had your upgrade, but if you're happy to let it slide ..

If things had gone correctly, a fault would have been fixed.

The next customer uses the same systems as the last .. so of course its dependant on the last customer, if the last customer has a fault cause by VM.

[Irexes]

Originally Posted by Nopanic

I'm not ignoring anything, I've very openly said you have had terrible customer service, I'm suggesting that Virgin has failed you in that you have not had your upgrade, but if you're happy to let it slide ..

If things had gone correctly, a fault would have been fixed.

The next customer uses the same systems as the last .. so of course its dependant on the last customer, if the last customer has a fault cause by VM.

I'm not letting anything slide (and the faintly patronising tone is getting annoying).

Please explain to me how sending a new hub was going to fix the fault in a way that would help the next customer?

[Nopanic]

Originally Posted by sgtsixpack

I agree with Irexes post, nail head hammer in fact.

The upgrade was a failure because there was a fault, the process then failed as it failed to take into account the customer's wishes which were not to extreme i.e. put it back like it was please, while u send me the new hub.

If this is hard to do or people are not trained to cope, then the process is a failure and needs to be upgraded. As Irexes said, making him wait 6 days will not help solve the problem and not help the next customer with the same problem. In fact they will be another p'd off customer.

I agree.

Originally Posted by Irexes

I'm not letting anything slide (and the faintly patronising tone is getting annoying).

Please explain to me how sending a new hub was going to fix the fault in a way that would help the next customer?

If you think I'm being patronising its because you're looking for an argument.

I've been basically saying the company I work for has let you down and that you should have come away with what you asked for.

If you're not able to grasp that, then great, stick to your 20Mb. I've had enough of trying to communicate with you.

[Irexes]

Well that's cleared that up.

[qasdfdsaq]

Wow, strong words there.

Time to grab the popcorn methinks.

[PhusioNMCR]

Originally Posted by Nopanic

Well what do you want ? its Sunday afternoon and you're giving attitude ..

How about a nice friendly request for help ? No ? ah well ..

how is my first post for help not friendly, suppose its because i dont like your new SH is that it???
Funny, your attitude sounds like that during the week of calls to VM, gosh you are suited to the job arnt you (what do you expect when VM fob off a customer who has faults)

I did ask for help and got nothing, because the problem i have is not in your script, VM staff scurry away and hope i will vanish into thin air (next he will say "uggg if you dont like it goto bt ugg ugg grunt")

Originally Posted by Nopanic

I'm not ignoring anything, I've very openly said you have had terrible customer service, I'm suggesting that Virgin has failed you in that you have not had your upgrade, but if you're happy to let it slide ..

If things had gone correctly, a fault would have been fixed.

The next customer uses the same systems as the last .. so of course its dependant on the last customer, if the last customer has a fault cause by VM.

Hi, my upgrade has not gone to plan, im not letting it slide, i wish it would be fix, but when i start talking, seems like i talk in clingon, like i said, one VM tech staff told me ports on pc's dont exist so how are they going to know how to solve a problem like mine, by scurrying under a rock untill the bad man goes away...........

Originally Posted by qasdfdsaq

It can do 50mb fine. That has no relation to the fact it cannot do 300mb.

what, it wont goto 100mb then, someone on here mentioned on here it has possibilties to go upto 300mb and on the spec sheet of the modem it is possible if VM had the tech inplace for the modems protocol


sorry for hijacking the thread, but it is to do with poor coustomer relations (how many times has the password been asked on the phone, its burned into my kids memorys ive said it so many times!!!! you can fix that as well)

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woundered when this was gonna get edited, ohh well remember, we live in a land of free speech

[Nopanic]

This thread is achieving nothing. My aim was not to side with VM or try to make out like customers don't matter .. in fact it was the complete opposite.

I am annoyed when our company fails our customers, as are most of the staff that post here.

For the record PhusioNMCR I'm not an agent and if you actually want my help drop me a PM.

[PhusioNMCR]

rofl, common, i wouldnt work for VM, i got out of the pc game 10 years ago, anyway look at you all making out vm dont put a foot wrong, when you go to sleep tonight and all you have is your thoughts, the truth will come out

anyway, companys who have subbies always go down hill with customers because they are subbys, they dont care, heck your only there because you look forward to your wage packet, anything that requires you to go above your duty and bam "not my depatment"

[btpiperuk]

Digital Staff, once again Virgin Media staff expressing their personal opinions on forums which they have no basis. I was NOT sacked nor was I made redundant. If you want me to tell you, I signed what is called a compromise agreement. In this agreement I CANNOT talk about the reasons I left. But your off the mark saying I was sacked and it's sour grapes.[mod edit] The only reason I'm being vocal now, is because I have no ties with the company any more, and can give customers an insight to [mod edit] advisors, and the company as a whole provide to the loyal customers who step on the wheel and keep running like a mouse to keep the company going.

You've no idea who I am and why I left. Just like your signature says "All views expressed on here are my own and may not be the same as Virgin Media". What would your employer have to say if they found out you're spouting personal opinions as a Virgin Media employee. Give us your name and I'll raise feedback. No I didn't think so. You keep tapping away at your keyboard, and be the loyal employee you have and always will be by jumping through hoops to get your bag of Maltesers, cos that's all any employee is worth cos you let them. Where's the union, I bet your not signed up to the union...no you're not, cos the company doesn't recognise unions.

[Digital Fanatic]

Originally Posted by Nopanic

you replying to a post I can't see ?

Ah DF post .. ok .. and he means btpiperuk

I wouldn't waste any more of your personal time here, Nopanic.

We've been insulted enough.

[PhusioNMCR]

i feel a revolt comming (just seen the new vm add as i type, spat out ma tea at the bit where he says "a more exciting place to live" hahahahahahahahaha if you like to spend hours on the phone repeating youself like a broken record)