Virgin least complained about provider in Q2 2011 - Page 6

Tim Deegan · 26-09-2011, 10:08

Quote:

Originally Posted by Masque

No one is trying to bully you whatsoever and as for the claims of misconduct, you do actually realise that this is a privately owned forum with no links to Virginmedia and that everyone on here are posting as a private member and any comments are our own and have nothing to do with our work, so once again you are incorrect in your presumptions.

I think that the link in the first post says it all and if you or anyone else had an axe to grind then you would follow the correct process and ring up or even send a letter to the Complaints Department.

All VM employees who have declared their connection with VM, are representing their employer. Under old employmet laws this could be classed as a disrepute case. Under new employment laws it would be misconduct.

Kymmy · 26-09-2011, 10:29

Quote:

Originally Posted by Tim Deegan

All VM employees who have declared their connection with VM, are representing their employer. Under old employmet laws this could be classed as a disrepute case. Under new employment laws it would be misconduct.

Incorrect..

What an employee does in their own time is their own business unless there is some contractual restriction or it directly effects the employees ability to do their job..

Sorry Tim you seem to be pulling facts out of thin air and taking this thread more and more off-topic (it's about complaints and the amount recieved and not what a VM employee can do in their own time)

So Back on topic everyone.

---------- Post added at 10:29 ---------- Previous post was at 10:15 ----------

Off-Topic post deleted, any more and I will take further action.

The topic here is "Virgin least complained about provider in Q2 2011" and not employment law or rights to free speech

tweetiepooh · 26-09-2011, 11:15

I'd just want to comment that whether complaints to OFCOM registered in this survey/report are spurious or not should be irrelevant in terms of the standings as long as we can assume that all suppliers suffer in the same manner.

What would be interesting is to get the data on the percentage of upheld or at least progressed complaints. This would show at least two points that would be interesting:
1)Some comparison of "real" complaints against suppliers
2)Some idea of customer attitude. Does any one supplier get more OFCOM referrals than others regardless of validity? That is does any one supplier have a customer base more inclined to escalate than others?

What do others think?

This comment is being made as a personal thought not as a VM staffer. I don't work in a customer facing role so can't comment on that side of the company.

Russ · 26-09-2011, 11:23

Virgin Media have made it clear staff can post here (or anywhere on the internet) and identify their employer as long as they make is clear that their views do not necessarily reflect that of the company. Virgin Media do not post anywhere in an official capacity other than on their own forums therefore any comments made by VM staff on here are their own. Any further comments on this will be removed and infractions issued which could lead to an automatic suspension. I advise against anyone wishing to 'test' the team on this.

Tim Deegan · 26-09-2011, 12:04

Quote:

Originally Posted by tweetiepooh

I'd just want to comment that whether complaints to OFCOM registered in this survey/report are spurious or not should be irrelevant in terms of the standings as long as we can assume that all suppliers suffer in the same manner.

What would be interesting is to get the data on the percentage of upheld or at least progressed complaints. This would show at least two points that would be interesting:
1)Some comparison of "real" complaints against suppliers
2)Some idea of customer attitude. Does any one supplier get more OFCOM referrals than others regardless of validity? That is does any one supplier have a customer base more inclined to escalate than others?

What do others think?

This comment is being made as a personal thought not as a VM staffer. I don't work in a customer facing role so can't comment on that side of the company.

I agree. And it would also be good to know the number of complaints that don't get escalated to Ofcom. After all it's a reflection on how a company deals with complaints that determines how many complaints get as far as Ofcom.

Angua · 26-09-2011, 12:39

Quote:

Originally Posted by Tim Deegan

I agree. And it would also be good to know the number of complaints that don't get escalated to Ofcom. After all it's a reflection on how a company deals with complaints that determines how many complaints get as far as Ofcom.

One would also hope to exclude serial complainers who will never be satisfied regardless of law or the rights or wrongs of a problem. We have a couple of these at work and they generate a disproportionally high amount of work to little result. Yet we recently passed the ISO scrutiny of our Quality control system with flying colours.

Tim Deegan · 26-09-2011, 13:12

Quote:

Originally Posted by Angua

One would also hope to exclude serial complainers who will never be satisfied regardless of law or the rights or wrongs of a problem. We have a couple of these at work and they generate a disproportionally high amount of work to little result. Yet we recently passed the ISO scrutiny of our Quality control system with flying colours.

Unfortunately the Victor Meldrew types will crop up in any walk of life. And it's the poor old CS departments who have to deal with them. I don't really know how you can screen them out though. There is also the professional complainer who thinks that they can gain some sort of compensation out of complaining.

I suppose it could only be valid complaints, like my service doesn't work, I have been over charged, an engineer didn't turn up, a member of staff has been rude to me, etc.......

Sirius · 26-09-2011, 17:02

I still remember how much trouble i had from Npower customer service, They made me lose the last of my hair. I ended up moving to another provider who has been fine.

Years ago when i had a dial up connection with the dreaded AOL i had many a run in with them over my bill. They charged me for on line time on a 0800 number because there systems were faulty. It took me months and a letter from a solicitor to get the money back.

Retrovertigo · 08-10-2011, 13:47

A more interesting statistic, would be where most of VM's complaints originate, and if they have improved at all in those areas.

Manchester here and yet again on a discount because of over subscription. I don't complain about it half as much as I used to because I get the same old waffle about it being "fixed soon". Never happens of course.

I'm currently trying out Onlive and it is dire in the evening because my 50meg drops in speed so much and suffers huge ping times.

Tim Deegan · 08-10-2011, 18:55

Quote:

Originally Posted by Sirius

I still remember how much trouble i had from Npower customer service, They made me lose the last of my hair. I ended up moving to another provider who has been fine.

Years ago when i had a dial up connection with the dreaded AOL i had many a run in with them over my bill. They charged me for on line time on a 0800 number because there systems were faulty. It took me months and a letter from a solicitor to get the money back.

To be honest it seems the same with most big companies these days. They don't treat customers like human beings.

denphone · 08-10-2011, 19:11

No we are just another statistic.