Quote:
Originally Posted by Arthurgray50@blu
Juis t to prove a point re CS Philipines, today l had to contact them re a problem on my mother in laws (she is 87), VM have told her that they will monitor there Tivo box that has had problems for 6 months, for a furthet 24 hrs.
I called them - and l was put through to India. watse of time. I demanded they change the box tomorrow.
WAKE UP VM YOUR CS OFFICES OVERSEAS ARE A TOTAL WASTE OF TIME - BRING THEM BACK TO THE UK
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Exactly Arthur. As an experiment, I called them earlier to ask about the removal of the EPG listings for the radio channels on the V+. As expected, they went through their robotic script and I ended up being offering an engineer visit. Of course I declined this, as SP had already explained that some data had been removed to accommodate the extra channels for the Commonwealth Games.
It would be really interesting to find out how many VM engineers have their time wasted by this lot, thus wasting company resources and keeping customers with legitimate faults waiting.
Quote:
Originally Posted by Stephen
VM have a few UK contact centres. Just pure luck who you get through to.
They are not a waste of time at all. They provide a lot of extra support although not always as helpful as they could be.
---------- Post added at 23:01 ---------- Previous post was at 22:53 ----------
How small minded and also so very wrong. VM among others now make a point of hiring staff for their social media pages and they are anything but youngsters. They are highly trained members of staff and work very hard to monitor all Social Media and attempt to interact with customers both in a formal manor and also a fun way. Its how people connect and by interacting and having a bit of fun are more likely to get people engaged and talking. I personally find Cineworld a good example on Twitter and interact with them regularly.
The 'fun' banter is also what gets them noticed and mention in the press especially at times when a customer may have a big problem and need help. Light heartedness really can help if done in the right way.
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The so called "support" that you claim they provide is at the expense of British jobs. VM lost a lot of experienced staff by closing their call centre at Albert Dock to enable these idiots to flourish, even though they are barely able to splutter a coherant word in English.
It isn't just pot luck for me as to who I get through to, as I have made it clear that I will not deal with them and have been given a special UK number to call during office hours.
It really would be disturbing if the people on the facebook page to which I referred were mature people, but, thankfully, they weren't. From what I can gather, they were students employed by an agency on behalf of the supermarket to monitor their facebook page, post a few inane comments and feed back any problems.
Thankfully, the CEO of this particular supermarket agreed with my sentiments rather than yours. I received an apology, some vouchers by way of restoring the lost goodwill that this behaviour had caused and an assurance that it wouldn't happen again following retraining, so we will now have to wait and see.
I am not a lover of the attempt to make everything informal and artificial fun, I find it unprofessional, insulting and irritating (as my bank quickly found out after attempting to start to address me by my first name).
It is also a very dangerous game to play, as a VM social network member of staff found out at the start of BT Sport. His idea of "banter" and "quirky fun" involved taunting a VM customer who was complaining about the lack of BT Sports on VM about the fact that he would be missing out. Is this an example of the "highly trained" and "hard working" nature of these people that you referred to?
---------- Post added at 18:33 ---------- Previous post was at 18:03 ----------
Quote:
Originally Posted by andy_m
Just to play devil's advocate, I'm not entirely sure I think the two BsIB are compatible statements. Either they're completely up to the job, or they're a waste of time.
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Exactly Andy, I suspect that Stephen is perpetuating the (thankfully now diminishing) belief that to critisise anybody from abroad, any person of colour or any immigrant/immigration policy is somehow "racist".
Quote:
Originally Posted by harry_hitch
Surely it is a different situation between cineworld and VM. What are you going to complain to cineworld twitter about? If you have a problem at the cinema (i.e. your food or drink is bad, you see them there and then to get a refund.) If I was asking for film recommendations or anything on twitter I would expect to get some banter if they thought a film I wanted to see was bad.
If you have a problem with your internet, phone or TV service, surely you want the problem sorted asap? I would not want someone bantering with me when they could be helping to give me a soloution to a problem sooner. Equally, I would not want to keep someone else (or personnally be kept waiting) with a problem waiting for a response from the twitter team whilst they were trying to have a laugh with me (or someone ahead of me). I find that pretty unprofessional.
Twitter can be very useful for basic questions/queries but the staff must use common sense. If someone sounds upset and just wants a problem fixing, is banter the right way to go? If you were complaining in a supermarket about a product being rubbish or over-priced, would you accept someone bantering with you (i.e. you get what you pay for, just try a different product or buy a cheaper one next time) before you got an apology and a refund or replacement? I have never known it be acceptable. I have known many people not get angry about a situation, but I have never felt the need to start a bit banter with someone complaining.
Personally I do not see the point of highlighting issues via twitter, a calm, collected and non angry phone call to any business is always the best way to get things sorted in my eyes.
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Couldn't have put it better myself Harry, although I would add that twitter etc can be useful if the company is not sorting problems out appropriately or indeed at all.
It's AMAZING how quickly matters are resolved after one airs the companys dirty linen in public ;
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