TiVo Why can't Virgin Media ever get their customer service right?? - Page 5

Tim Deegan · 21-12-2011, 15:54

Quote:

Originally Posted by Stephen

Its only a hanful of HD channels, hardly a major service effecting issue.

I am not towing anything. That is my personal opinion, and if it was me not having the extra HD channels for a few days really wouldn't warrant this kind of a rant. RAther than calling 4 times, if you had waited till everything was completed and then called to say a few channels were missing it would have been sorted 1st time.

Everything was supposed to have been completed on the Friday. If I hadn't called 4 times, then I still wouldn't have any move channels, let alone HD.

If they had got the order right in the first place then I wouldn't have had to call at all. If they had got it right when I called on Friday then I wouldn't have had to call on Saturday. If they had got it right on Saturday, then I wouldn't have had to call on Sunday.

Remember I said that I received a text on Saturday after my call to say that it would be sorted within the hour. But I left it another 24 hours before I called to tell them that the HD hadn't been activated. It was then that I was given Tuesday as the day it was going to be sorted.

I know it isn't a major issue. But my point isn't about HD, it's about the fact that they just couldn't seem to get things right....which is what the whole thread is about.

Sirius · 21-12-2011, 15:55

Quote:

Originally Posted by Micky Finn

So let me get this right, you're making a public accusation of lying towards an individual member of the VM CS team and looking for support and advice from other members of this forum, without including the full evidence backing up your claim??? Contrary to your wishful thinking, my conclusions are based on everything you've told us, and I'm sure I'm not the only one struggling to come to any other possible conclusions.

He has been accusing VM of training its staff to lie for months now but has NEVER provide evidence of it only hearsay based on his side of the story.

Tim Deegan · 21-12-2011, 16:07

Quote:

Originally Posted by Sirius

He has been accusing VM of training its staff to lie for months now but has NEVER provide evidence of it only hearsay based on his side of the story.

That's because people were making an excuse that it was because he was poorly trained. And that he was only following what he was trained to do. So my reply wasthat if he was doing what he was trained to do, then this is implying that he was trained to come out with the statement "it is impossible", which clearly wasn't true, because he later proved that it was possible. And of course a deliberate untrue statement is a lie.

So as I said earlier, a simple "I don't know, but I'll find out for you", would have been a far better way to deal with this situation, than to make an untrue statement.

Don't take it personally Sirius. My problem is with the way the company operates it's CS, and not with the people.

---------- Post added at 15:07 ---------- Previous post was at 14:58 ----------

Quote:

Originally Posted by Hugh

Absolutely right, Tim - we are only hearing one side of the story.

Why would I lie????

I made it quite clear what I wanted when I placed the order. And the lady confirmed what I would get.

I didn't get what I ordered, which is what started th whole thing off.

As I said in my first post, I explained that with Sky, I have all the channels (except specialist), apart from the sports package, and HD on all channels in my package. And that I wanted the same from VM. Now I said this when I placed the order, and again on Friday, and again on Saturday.

So what other side of the story could there be?? They didn't provide what was ordered.

devilincarnate · 21-12-2011, 16:08

Quote:

Originally Posted by Tim Deegan

My problem is with the way the company operates it's CS, and not with the people.

If you do not like th CS why are you with them as most people would vot with their feet? No matter how much it cost?

I take it you have never worked in CS as well?

paultrademark · 21-12-2011, 16:08

5 pages.. ooft!

Mountain out of molehill springs to mind, if you are not happy with the service you got, use your time better and email VM about it

Tim Deegan · 21-12-2011, 16:17

Quote:

Originally Posted by devilincarnate

If you do not like th CS why are you with them as most people would vot with their feet? No matter how much it cost?

I very nearly did on Sunday. The fact is however, that VM have an excellent product. So as long as there is no need to contact them, then there is never a problem. It just seems that whenever I do need to contact them they just can never seen to get things right.

Quote:

Originally Posted by devilincarnate

I take it you have never worked in CS as well?

All the time. However I do own the companies, so I can make decisions that an employee can't. But I would expect that employee to ask someone who can make the decision, rather than just telling the customer "it isn't possible".

Unfortunately there seems to be a general trend these days, that the bigger the company, the worse the CS. But there are exceptions, like John Lews for example, who are a big company, but have an excellent reputation for CS.

---------- Post added at 15:17 ---------- Previous post was at 15:16 ----------

Quote:

Originally Posted by paultrademark

5 pages.. ooft!

Mountain out of molehill springs to mind, if you are not happy with the service you got, use your time better and email VM about it

If you don't like it, then don't read the thread

Stuart · 21-12-2011, 16:38

Quote:

Originally Posted by paultrademark

5 pages.. ooft!

Mountain out of molehill springs to mind, if you are not happy with the service you got, use your time better and email VM about it

If he wishes to post on the forum complaining about the service he got, he is free to. Just as you are free to ignore the thread if you feel it's a waste of time.

paultrademark · 21-12-2011, 16:42

Where did I say that then Stuart? Yet again a CF mod with his head up his arse. Funny how the rest of people saying the same don't need intervening from you.. or is it cause they are fellow mods

Sirius · 21-12-2011, 16:46

Quote:

Originally Posted by paultrademark

*****************.

Thats out of order

**Mick** · 21-12-2011, 17:01

Quote:

Originally Posted by paultrademark

Where did I say that then Stuart? Yet again a CF mod with his head up his arse. Funny how the rest of people saying the same don't need intervening from you.. or is it cause they are fellow mods

How about you crawling out of your own arse. There was nothing wrong with Stuart's comment whatsoever.

Some people need to grasp the fact that team members are entitled to an opinion. If you don't like that then tough.

I have seen some really whinging comments lately that team members are being insulting or have no manners. I really have to LMFAO at this because let's get it straight that the comments are not insulting, just some people who don't like it when they are disagreed with.

devilincarnate · 21-12-2011, 17:46

Quote:

Originally Posted by Mick

Some people need to grasp the fact that team members are entitled to an opinion. If you don't like that then tough.

Can I just put a suggestion forward for those with a Lack of understanding (ME).

Can we have from team members at the start of the post that they are replying to "THIS IS AS A MOD" or "THIS IS MY OPINION" to stop any confusion on threads like this?

I will get my coat now

Stephen · 21-12-2011, 17:50

Quote:

Originally Posted by devilincarnate

Can I just put a suggestion forward for those with a Lack of understanding (ME).

Can we have from team members at the start of the post that they are replying to "THIS IS AS A MOD" or "THIS IS MY OPINION" to stop any confusion on threads like this?

I will get my coat now

All mod postings are made in bold.

Anything else we are posting as ourselves.

Tim Deegan · 21-12-2011, 17:51

Quote:

Originally Posted by devilincarnate

Can I just put a suggestion forward for those with a Lack of understanding (ME).

Can we have from team members at the start of the post that they are replying to "THIS IS AS A MOD" or "THIS IS MY OPINION" to stop any confusion on threads like this?

I will get my coat now

Now that is a brilliant idea

Also if anyone who works for VM, BT, Sky or whoever could make it clear if they are defending their employer (I can understand employee loyalty), or if it is their own personal view.

devilincarnate · 21-12-2011, 17:59

Quote:

Originally Posted by Stephen

All mod postings are made in bold.

Anything else we are posting as ourselves.

Thanks for the clarification as some would see that it is from a team member and think that it is moderated

---------- Post added at 16:59 ---------- Previous post was at 16:56 ----------

Quote:

Originally Posted by Tim Deegan

Also if anyone who works for VM, BT, Sky or whoever could make it clear if they are defending their employer (I can understand employee loyalty), or if it is their own personal view.

I used to work for O2 and never defended them and never will as I have seen results of having to sort out peoples mis-givings. I started as a CS rep and worked my way up through Business then to complaints and then High level complaints. All in the space of 12 months.

21-12-2011, 18:00

I think ,having read this thread in it's entirety, that the conclusion is that some of VM's procedures need to be addressed.If it was possible to do what Tim wanted then why couldn't the agent just do it ,why should he need to seek the permssion of a manager? .I understand that some procedures may need managerial permission but booking an order seems a bit trivial and if it is as complicated as some have suggested then the system is definately at fault .
As for the "lying rep" Tim is correct to be upset at that because clearly it was possible ,i wouldn't go as far as to say he was deliberately lying though just inadequately trained and possibly the only reason Tim got the result was because he wouldn't "go away" a tactic i myself have used on many ocasions with other companies.
If the rep/s (not sure how many Tim spoke to from start to finish of this issue)are mis- handling calls like this,a relatively trivial matter then how are they handling not so trivial issues .
I have to deal with customers every day in my line of work and if i don't get something right the first time i only get 1 chance to put it right before the company i contract to start withholding money ,to have to try to put something as simple as a order for tv services right 4 times is quite frankly a disgrace from a customer service point of view ,if i took that many attempts to get a job right i would never get paid