VM is turning into an arrogant sky like service... - Page 5

Peter_ · 13-08-2010, 19:42

Quote:

Originally Posted by tvtimes

Had to ring t-mobiles cs today due to them over charging, got what I thought was a nice guy until he 'transfered' me and got hung up on. I waited 30 mins just to speak to him.

He may believe everything went ok with the transfer but the system may have dropped the call, we do not know what happens once we hit transfer because as far as we are concerned you are now talking to the correct person to resolve your issue.

Sirius · 13-08-2010, 19:45

Quote:

Originally Posted by tvtimes

Had to ring t-mobiles cs today due to them over charging, got what I thought was a nice guy until he 'transfered' me and got hung up on. I waited 30 mins just to speak to him.

Orange has to have the worst customer service of any mobile phone company

Peter_ · 13-08-2010, 19:49

Quote:

Originally Posted by Sirius

Orange has to have the worst customer service of any mobile phone company

Is that with your company phone.

Virgin Mobile can be poor especially with a fault and the 10p connection charge is a urine taker.

Sirius · 13-08-2010, 19:54

Quote:

Originally Posted by Masque

Is that with your company phone.

Virgin Mobile can be poor especially with a fault and the 10p connection charge is a urine taker.

No my son mobile phone is with orange and they have admitted that the area we are in is oversubscribed on its base station and they have no fix data. Every time he phones them they just pass him from pillar to post. He asked for disconnections and they refuse to transfer him or pass him to another agent who will then pass him to another and he goes around in circles.

Orange are useless bloody useless.

VirginMediaPhil · 13-08-2010, 20:12

Right this topic's gone off-topic... the end of the story is that the OP didn't reveal to us the full picture (i.e. why the person was angry at him) so all we can do is judge our own opinions on whether he's trying to cover something up or not and hoped we wouldn't ask these questiosn just so we'd agree with him.

tvtimes · 14-08-2010, 10:05

Quote:

Originally Posted by Sirius

No my son mobile phone is with orange and they have admitted that the area we are in is oversubscribed on its base station and they have no fix data. Every time he phones them they just pass him from pillar to post. He asked for disconnections and they refuse to transfer him or pass him to another agent who will then pass him to another and he goes around in circles.

Orange are useless bloody useless.

I was with Orange a couple of years back myself I agree they are by far the worst of any mobile company. Even 3 is better. Orange call centres were all off shore when I was with them and they read from a script. If you deviate away from the script they did not have a clue.

Digital Fanatic · 14-08-2010, 12:29

I've been with Orange since 1998 and the mobile phone service has always been excellent. The Customer Service used to be onshore and was good, but a few years back they offshored most of the business, since then it's hit 'n miss if you get good service from them.

I really can't understand them sometimes and have to keep repeating myself.

Anyway we are going off topic!

yorkshireborn · 15-08-2010, 07:52

Quote:

Originally Posted by tvtimes

I was with Orange a couple of years back myself I agree they are by far the worst of any mobile company. Even 3 is better. Orange call centres were all off shore when I was with them and they read from a script. If you deviate away from the script they did not have a clue.

thats 90% of call centres

and if its a Ventura call centre then just hang up.

most call centre personnel have a target set on how many calls should be answered in a set time so the last they want is a heated debate or an stubborn customer.

Peter_ · 15-08-2010, 08:06

Quote:

Originally Posted by yorkshireborn

most call centre personnel have a target set on how many calls should be answered in a set time so the last they want is a heated debate or an stubborn customer.

We have call time targets which we can balance over a month so we can hit them.

And as for a heated debate we should be professional enough to diffuse the situation as I did on a call earlier in the week which earned me kudos as the customer called back to a higher level manager to thank me for fixing their issue.

If a customer refuses point blank to run diagnostics because perceive they have a fault which we can see by our tools they do not, then all we can do is transfer them either to a manager or another relevant department such as Customer Relations with full notes on the account.

adzii_nufc · 15-08-2010, 17:50

I find it hard to believe in my opinion that your one or few experiences speak for the entire VM call centre team. As you have stated, A VM call centre employee raised his voice to you. One Call centre employee is not the face of the entire company and Virgin's name should not be slandered by you because of it

Secondly I think its safe to say Virgin cannot offer everyone that rings up retentions 2 months free or whatnot because thats just stupidty and who would be losing out. Sure you may get a better deal in terms of money at Sky but Sky & Virgin both offer basically the same channels on TV and Virgin offers faster broadband so you really cant win.

I pay the £33 a month for my 50mb package and it will rise to £38 at one point but I dont complain or moan about it because its worth the price and Im pretty sure every package is worth the price. I believe you were a new customer once? You recieved discount packages for a while? Did you complain at all then? These are a kind introduction to the service and we all had them at one stage.

For the agent that shouted at you, Very unproffesional indeed but try to think of the other 800 people he had claiming they deserve a better deal.

The best things in life simply are not free.

Peter_ · 15-08-2010, 20:27

Quote:

Originally Posted by adzii_nufc

I find it hard to believe in my opinion that your one or few experiences speak for the entire VM call centre team. As you have stated, A VM call centre employee raised his voice to you. One Call centre employee is not the face of the entire company and Virgin's name should not be slandered by you because of it

Secondly I think its safe to say Virgin cannot offer everyone that rings up retentions 2 months free or whatnot because thats just stupidty and who would be losing out. Sure you may get a better deal in terms of money at Sky but Sky & Virgin both offer basically the same channels on TV and Virgin offers faster broadband so you really cant win.

I pay the £33 a month for my 50mb package and it will rise to £38 at one point but I dont complain or moan about it because its worth the price and Im pretty sure every package is worth the price. I believe you were a new customer once? You recieved discount packages for a while? Did you complain at all then? These are a kind introduction to the service and we all had them at one stage.

For the agent that shouted at you, Very unproffesional indeed but try to think of the other 800 people he had claiming they deserve a better deal.

The best things in life simply are not free.

Very well said I must say.