SD : Call centre staff refusing to compensate disabled customer.

[RichardCoulter]

I called VM on behalf of a severely disabled friend yesterday to get a replacement remote control for him (due to his disabilities, he is unable to get down to use the box manually).

After explaining the above, they ordered him a new one without any problem, stating that it would take up to 5 working days. It was when I asked for compensation for the fact that the TV was stuck on Radio 4, and would be for up to the next 5 days, that the bad attitude began.

First he stated that they do not offer compensation for issues that they are dealing with and were not the fault of VM.

I explained that the gentleman in question was not receiving a TV service that he was paying for and that, whatever the reason, this was unacceptable and that he hould be reimbursed.

In response he said that providing a new remote free of charge was enough compensation in itself.

I went on to explain to him that the box and remote were on hire and that VM were under an obligation to repair or replace them.

His response was to ask what was wrong with the remote, I explained that I had no idea as it was not one of my fields of expertise. We then got into a drawn out and protracted discussion about the remote and it's problems with functioning!

I believe that this was being done to try and place the blame on the customer, in an attempt to make the transaction chargeable.

The remote had not been misused and was simply down to wear and tear over the 10 years or so that he's had it.

When I realised that the employee was trying to be deliberstely vexatious and awkward, my patience ran out and I called a senior manager that I know in the organisation.

He was very apologetic, said that the agent would be dealt with, added a £10 credit to my friends account and made sure that the remote arrived today.

I fail to see what some people hope to achieve by antagonising customers and not showing empathy towards the disabled.

The conversation alone probably cost more than £10 in wasted staff time.

Don't these people realise that there is a recession on and that VM, in commom with other companies, are constantly having to look at ways to retain and attract new customers, whist making efficiency savings and improving customer care at the same time?

I should not have had to disturb my friend to get this simple matter sorted out and what about people who have no such contacts?

I urge any decent staff who come across colleagues who indulge in this sort of behaviour to report them, as it is these rogue employees who may cost decent staff their jobs.

Just to finish by saying that my friend rang me this afternoon to say that the remote had arrived as promised to enable him to watch something other than Radio 4

seriously man I try things on but seriously? compo cuz he lost a remote? that is extracting the urine

you could have popped round and switched it over

What's wrong with Radio 4?

I suspect it goes something like this:

- CSR clocked on at 8am and by lunchtime has already dealt with a dozen or more customers after refunds for one reason or another, many of them spurious.
- CSR doesn't know you from Adam. To him, you're just another voice on the phone looking for freebies.
- CSR is drilled to follow a script in any case, and lacks the authority or liberty to vary his responses, especially when it comes to giving money to customers.
- As in all walks of life, if you know someone in the right place at the right time, they can pull strings for you, because they are in a position to vouch for your truthfulness.

'twas ever thus, and ever will be.

[paultrademark]

Compensation? Jeez this country is getting worse every day.. What next? Suing Virginmedia for loss of missing out watching Jeremy Kyle

To be honest it's bit cheeky asking for compen because the remote is broke ,he is still receiving the service and they are providing a new one ,which in my experience only takes a couple of days to be delivered .Why not get a cheap all in one or a long stick

[dwarfofpoison]

Originally Posted by tizmeinnit

seriously man I try things on but seriously? compo cuz he lost a remote? that is extracting the urine

you could have popped round and switched it over

Quality, made me laugh.

[RobboEdin]

Is the OP serious? Surely he could have given his remote to his friend for a few days....

[Derek]

Originally Posted by RichardCoulter

I called VM on behalf of a severely disabled friend yesterday to get a replacement remote control for him (due to his disabilities, he is unable to get down to use the box manually).

After explaining the above, they ordered him a new one without any problem, stating that it would take up to 5 working days.

Just to finish by saying that my friend rang me this afternoon to say that the remote had arrived as promised to enable him to watch something other than Radio 4

So your friend gets a new remote free of charge. He gets it within a day but the CSR had to say it might be a few days to cover any delays with the mail and you think that compensation is due even when the service itself is working perfectly OK?

I think you need to seriously lower your expectations.

I urge any decent staff who come across colleagues who indulge in this sort of behaviour to report them, as it is these rogue employees who may cost decent staff their jobs.

Report them for doing their job? Back when I worked for NTL I wouldn't of offered compensation in a similar case.

[Sirius]

Can i have compensation for the fact my tivo box is humming all the time ?

Mean while in the real world we all live in apart from some it seems there are much more serious and real problems to deal with.

I now await the standard threat and the addition of a flashing indicator at the top right of the forum.

The ridiculous thing is the fact your "friend" doesn't have his box up where he can reach it, that's what anyone else would do. Have the STB install on a shelf that makes reaching it possible.

What happens if it freezes or needs a reboot? Will VM be liable for that? This story is the biggest load of cock crap I have ever read. What if he drops his remote? I assume he has no friends and lives completely 100% alone and does not communicate with his neighbors, who I'm sure would of been happy to pop round an change the channel once or twice a day.

Sounds like someones batterys died and he didn't want to pay for new ones. I hope your friend is returning the faulty remote? An why didn't you pop round to change the channel for him OP?

[Sirius]

Originally Posted by RobboEdin

Is the OP serious? Surely he could have given his remote to his friend for a few days....

Unfortunatley he is serious.

[Doug P]

I agree with the replies to this post. The compensation culture in this country is out of control and the attack on the staff member at VM appears very unfair....

[Chad]

This sums up beautifully the kind of **** poor attitude that is dragging this country down the pan. Everyone seems to be looking for a blame element in everything, simply to try and exploit someone for financial gain.

The brass neck and attitude shown by the original poster is so embarrassing I'm literally cringing whilst I type this. There is one entity in this whole sorry story that has a real problem, and it isn't Virgin Media.

[kop32]

Originally Posted by RichardCoulter

I called VM on behalf of a severely disabled friend yesterday to get a replacement remote control for him (due to his disabilities, he is unable to get down to use the box manually).

After explaining the above, they ordered him a new one without any problem, stating that it would take up to 5 working days. It was when I asked for compensation for the fact that the TV was stuck on Radio 4, and would be for up to the next 5 days, that the bad attitude began.

First he stated that they do not offer compensation for issues that they are dealing with and were not the fault of VM.

I explained that the gentleman in question was not receiving a TV service that he was paying for and that, whatever the reason, this was unacceptable and that he hould be reimbursed.

In response he said that providing a new remote free of charge was enough compensation in itself.

I went on to explain to him that the box and remote were on hire and that VM were under an obligation to repair or replace them.

His response was to ask what was wrong with the remote, I explained that I had no idea as it was not one of my fields of expertise. We then got into a drawn out and protracted discussion about the remote and it's problems with functioning!

I believe that this was being done to try and place the blame on the customer, in an attempt to make the transaction chargeable.

The remote had not been misused and was simply down to wear and tear over the 10 years or so that he's had it.

When I realised that the employee was trying to be deliberstely vexatious and awkward, my patience ran out and I called a senior manager that I know in the organisation.

He was very apologetic, said that the agent would be dealt with, added a £10 credit to my friends account and made sure that the remote arrived today.

I fail to see what some people hope to achieve by antagonising customers and not showing empathy towards the disabled.

The conversation alone probably cost more than £10 in wasted staff time.

Don't these people realise that there is a recession on and that VM, in commom with other companies, are constantly having to look at ways to retain and attract new customers, whist making efficiency savings and improving customer care at the same time?

I should not have had to disturb my friend to get this simple matter sorted out and what about people who have no such contacts?

I urge any decent staff who come across colleagues who indulge in this sort of behaviour to report them, as it is these rogue employees who may cost decent staff their jobs.

Just to finish by saying that my friend rang me this afternoon to say that the remote had arrived as promised to enable him to watch something other than Radio 4

I'm shocked!!surely the least they should of done was give him a new TiVo free of charge,free 24 month contract (with Sports and Movies of course!),unlimited broadband,free anytime calls and phone line,but all they did was replace a broken remote control,and he had to wait a whole day!.....shame on you Virgin Media..........

[Doug P]

Originally Posted by kop32

I'm shocked!!surely the least they should of done was give him a new TiVo free of charge,free 24 month contract (with Sports and Movies of course!),unlimited broadband,free anytime calls and phone line,but all they did was replace a broken remote control,and he had to wait a whole day!.....shame on you Virgin Media..........

Great post. If we had awards on CF this could be up for saddest thread of this or many a year?