Call centre staff refusing to compensate disabled customer.
09-05-2013, 17:48
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#61
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cf.geek
Join Date: Mar 2013
Services: virgin internet / sky TV
Posts: 913
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Re: Call centre staff refusing to compensate disabled customer.
I think I read it in terms & conditions once that they can't guarantee an uninterrupted service
If they start caving in to compensation requests the proverbial floodgates would open
(I was with them when they were ntl and were giving out that dial up disk that allowed unlimited access - that pink one. There was a certain spec that you had to have - OS etc and I told this one guy the computer he had was not of sufficient spec - and blow me down if he didn't go out and buy a new computer and send the invoice for it in)
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09-05-2013, 18:23
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#62
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Inactive
Join Date: Apr 2013
Posts: 176
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Re: Call centre staff refusing to compensate disabled customer.
Quote:
Originally Posted by spreadsheet
blow me down if he didn't go out and buy a new computer and send the invoice for it in
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Haha! Gotta admire the balls. What a chancer! 
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09-05-2013, 19:11
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#63
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Inactive
Join Date: Sep 2009
Location: Maidstone
Services: VIP;
BB XL;
TiVo 1TB;
V+HD
Posts: 674
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Re: Call centre staff refusing to compensate disabled customer.
Quote:
Originally Posted by robson689
Welcome to modern Britain... Idiots demanding compensation for a broken bloody remote!!! Your whole complaint is a joke, you were given £10 to shut you up it doesn't mean that the manager agreed with you.
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Spot on, I got so sick of dealing with the general public and attitudes like this that after 20 years I decided enough was enough and moved to business to business.
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10-05-2013, 01:02
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#64
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cf.addict
Join Date: Nov 2003
Location: Farnborough
Age: 51
Services: V6 Virgin 360,
Volt Gig1 BB,
Posts: 272
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Re: Call centre staff refusing to compensate disabled customer.
Quote:
Originally Posted by RichardCoulter
lets just hope that you don't become severally physically disabled.
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Well I am since having a spinal injury and if my remote stops working I wouldn't be able to change channels. Would I expect compo? Er, no, especially if it's ten years old like you say. What do you think they should have done, scrambled a helicopter to get your friend a remote the same day?
Any reason why you couldn't lend him your remote? Or any other friend of his?
As for his manager, of course he's going to pull strings if he's a friend and tell you what you want to hear.
If a delayed lack of service if VMs fault then there may be an excuse for a claim, but not for wear and tear of a remote... you can't blame VM for that!
A.
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10-05-2013, 06:35
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#65
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cf.geek
Join Date: Feb 2007
Location: Nottingham
Services: Maxit TV, M phone, 200MB BB, V6 TIVO, Super Hub3
Posts: 701
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Re: Call centre staff refusing to compensate disabled customer.
As stated before, the simple answer is to just buy a second remote as backup. Hardly a big ask!
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10-05-2013, 09:57
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#66
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-
Join Date: Jun 2003
Location: Somewhere
Services: Virgin for TV and Internet, BT for phone
Posts: 26,546
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Re: Call centre staff refusing to compensate disabled customer.
Quote:
Originally Posted by Derek
Similarly most people will say that something takes a couple of days to get delivered just in case there is a delay. If you are expecting something in 5 days and it comes in 1 then again you start to feel good about the company and might consider giving them positive word of mouth or decide to spend more money with them.
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True. It's much better for a company to say something will take 5 days to deliver, then deliver it in two (unless, as has happened to me, you have to take the day off to accept the delivery), than to say it will take two days, and deliver it in five.
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10-05-2013, 11:46
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#67
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Inactive
Join Date: Mar 2007
Posts: 9
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Re: Call centre staff refusing to compensate disabled customer.
Totally unacceptable response!!!
He reported the fault, they dealt with it immediately and didn't make him prove it wasn't misused, but replaced it anyway.
Compensation is then demanded for a set of circumstances that didn't then transpire (it arrived well in advance of 5 days).
Contacts are then used to extract £10 and a reprimand for the member of staff.
That £10 doesn't come out of nowhere it's added to all of our bills. One unjustified incident isn't significant, but if this is repeated on a large scale I find it abhorrent that I'm expected to fund this level of what (IMHO) amounts to nuisance compensation claims. ie Claim for trivia on the basis that it's cheaper for them to pay to make it go away rather than receive the bad press/grief of a determined complainer.
Nowhere does it state that your or my TV service is expected to function faultlessly 24/7 365. If access was such an issue, perhaps it would have been prudent for your friend to request that the box be installed at a height suitable for him; and no, I would not expect Virgin Media to stand the cost of this either!!!
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10-05-2013, 11:49
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#68
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Grumpy Fecker
Join Date: Jul 2007
Location: Warrington
Age: 65
Services: Every Weekend
Posts: 16,976
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Re: Call centre staff refusing to compensate disabled customer.
Quote:
Originally Posted by calum lawson
Totally unacceptable response!!!
He reported the fault, they dealt with it immediately and didn't make him prove it wasn't misused, but replaced it anyway.
Compensation is then demanded for a set of circumstances that didn't then transpire (it arrived well in advance of 5 days).
Contacts are then used to extract £10 and a reprimand for the member of staff.
That £10 doesn't come out of nowhere it's added to all of our bills. One unjustified incident isn't significant, but if this is repeated on a large scale I find it abhorrent that I'm expected to fund this level of what (IMHO) amounts to nuisance compensation claims. ie Claim for trivia on the basis that it's cheaper for them to pay to make it go away rather than receive the bad press/grief of a determined complainer.
Nowhere does it state that your or my TV service is expected to function faultlessly 24/7 365. If access was such an issue, perhaps it would have been prudent for your friend to request that the box be installed at a height suitable for him; and no, I would not expect Virgin Media to stand the cost of this either!!!
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The request of reprimanding staff is a common feature of the Op's posts in regard to VM staff
__________________
So you all voted for Labour and now you are shocked they resort to stabbing the pensioners and disabled in the back. Shame on you.
Online Safety Bill, The scammers new target.
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10-05-2013, 11:54
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#69
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laeva recumbens anguis
Cable Forum Team
Join Date: Jun 2006
Age: 68
Services: Premiere Collection
Posts: 43,550
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Re: Call centre staff refusing to compensate disabled customer.
Quote:
Originally Posted by Sirius
The request of reprimanding staff is a common feature of the Op's posts in regard to VM staff members
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Not to mention the often very thinly veiled threat of speaking to his 'contacts' in 'senior management' if he is unhappy with some CF'ers posts, if they happen to be VM employees....
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10-05-2013, 12:00
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#70
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Grumpy Fecker
Join Date: Jul 2007
Location: Warrington
Age: 65
Services: Every Weekend
Posts: 16,976
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Re: Call centre staff refusing to compensate disabled customer.
Quote:
Originally Posted by Hugh
Not to mention the often very thinly veiled threat of speaking to his 'contacts' in 'senior management' if he is unhappy with some CF'ers posts, if they happen to be VM employees....
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You got it in one 
__________________
So you all voted for Labour and now you are shocked they resort to stabbing the pensioners and disabled in the back. Shame on you.
Online Safety Bill, The scammers new target.
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10-05-2013, 13:10
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#71
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Inactive
Join Date: Feb 2009
Location: Sompting, West Sussex
Age: 61
Services: 1TB Tivo, "Big Kahuna"
Posts: 419
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Re: Call centre staff refusing to compensate disabled customer.
I must remember to sue Sainsbury's tonight if one of their carrier bag handles break with my shopping in it
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10-05-2013, 13:30
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#72
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Inactive
Join Date: May 2007
Location: Hove
Age: 49
Services: XL Tv,100MB,M Phone.
Posts: 1,287
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Re: Call centre staff refusing to compensate disabled customer.
Quote:
Originally Posted by MutleyF
I must remember to sue Sainsbury's tonight if one of their carrier bag handles break with my shopping in it
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my good Sir,may I guide you through this process once the time comes?
http://WillShyster.co.uk
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10-05-2013, 14:10
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#73
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Grumpy Fecker
Join Date: Jul 2007
Location: Warrington
Age: 65
Services: Every Weekend
Posts: 16,976
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Re: Call centre staff refusing to compensate disabled customer.
Quote:
Originally Posted by MutleyF
I must remember to sue Sainsbury's tonight if one of their carrier bag handles break with my shopping in it
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Excellent idea
__________________
So you all voted for Labour and now you are shocked they resort to stabbing the pensioners and disabled in the back. Shame on you.
Online Safety Bill, The scammers new target.
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10-05-2013, 15:03
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#74
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cf.geek
Join Date: Jun 2010
Location: BL
Services: VM MAXIT TV360 Volt 1gb. SH5
WIN 10 7" Tab,
Samsung Galaxy S22 Ultra
Posts: 695
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Re: Call centre staff refusing to compensate disabled customer.
I ordered a new remote on Tuesday evening, offered foc, arrived Thursday satisfied customer.
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10-05-2013, 15:09
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#75
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cf.mega poster
Join Date: Sep 2011
Location: North-West Kent
Services: VIP
Posts: 2,887
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Re: Call centre staff refusing to compensate disabled customer.
Quote:
Originally Posted by Dash: CF noob
I ordered a new remote on Tuesday evening, offered foc, arrived Thursday satisfied customer.
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Can you update this with details of the compensation you received for the Wednesday, please.
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