Quote:
Originally Posted by RichardCoulter
Since Liberty Global took over VM, i've noticed that frontline staff seem very reluctant to escalate problems that they have been unable or unwilling to resolve at first contact level.
Has anyone experienced this? I'm beginning to wonder if LG are now somehow putting pressure on their staff not to escelate problems.
Examples are, some time ago, I had to raise a formal complaint when a CS person outright refused to do so (now sorted out).
The other day I was not happy with the amount offered for a total loss of TV & BB. The person I was speaking to tried to make out that her decision was final and nobody else could/would be able to help me, even when I pointed out that I could leave due to the forthcoming price rise.
It was only when I mentioned that one of her colleagues had recently been disciplined for doing exactly what she was attempting to do that she was able to do what she previously claimed was impossible/pointless.
Maybe it's just their bruised pride or ego at the suggestion that they've somehow failed that's causing this behaviour??
This news item posted by Mick does seem to suggest that CS is deteriorating since LG took over the company:
http://www.cableforum.co.uk/article/...t-virgin-media
Edit: On all occasions that I've experienced this, the staff were based in the UK. Anyone expecting any sense from the offshore call centre is on a hiding to nothing! |
Hi Richard
Just came back from a couple of days away and found your thread.
Couple of points
The terms of compensation are shown here
http://store.virginmedia.com/the-leg...uidelines.html Can you let us know if you were being offered compensation based on the criteria?
Moving on to your recent experience with VM, I assume you spoke with an offshore call handler?
Did you use the threat to leave as a mechanism to "up the offer"?
Why did you feel the need to "remind" the call handler of a previous incident? was this an attempt to intimidate the call handler?
Given your previous experiences with VM why not just call retentions and avoid the hassle of speaking to an off shore call handler.
The "news" item you refer is at least 6 months old and really does not add anything extra to your post.
Cheers