Virgin-media @ New Delhi LIE and DECEIVE us!

[nutellajunkie]

You may not realise this, but you are being lied to with each call you make to Virgin-media within the New Delhi area.

Even though they say they do, they do not record calls/conversations. Apparently, I am told, they do not have the facility?!?!?!

Each "representative" you talk to, give you a false name. What good would it do Virgin-media in a legal stage if there are false names..

For example, I spoke to a "Jason", real name is Cheten, the Manager of New Delhi.. Who couldnt tell me who works for him??? What sort of manager doesn’t know who works for them?

Also, duly noted, when I was given notice of a call back, it did not happen. Apparently, my number was UNOBTAINABLE??? WTF, how can it NOT exist, when I have paid for my line??.. Why are we given false names, how would this be if we gave a false name in a legal situation?

Call back was supposed to happen within two minutes, officially..... Now the girl, Namrata?, AGREED to call back within 2 minutes, or we agreed, I would get SIX months free services...

..Now had recordings actually existed I could prove this, but as it stands, there are ZERO recordings held within NEW DELHI..

This does not look good at all, and anyone that knows me, i am not a lazy man, I will get to the bottom of this...

.. you wanna know what started it?

Well, television Email, its not been around for two years (apparently) yet its still available via the interactive menus...

And also, since the call, my services have not been "zippy" as usual.. coincidence?

This is bad news, and AGAIN, overseas representatives give Virgin-media a bad name, and in the words of the MANAGER after I said "I will take this as far as I can", the response was ....

... yes, the call was disconnected!!


Tomorrow, I will seek further advice, legal if need be...
..all because of a simple query?!?!?

[Digital Fanatic]

1. Calls are recorded by the UK Team.

2. TV Email is not available to anyone, unless you already have an active TV-Email account.

3. There is no way they could give you 6 months free service because of a call-back.

4. What is your query, maybe we can help?

[nutellajunkie]

1. This I know

2. Apparently its been gone for two years.. yet I know I have used it within the last 6 months; I dont have the cute wee keyboard for nothing.. but no, its not available, even if its on the menu. YOU CANNOT ACCESS IT.. Active or not.

3. If they recorded the calls... Legally, she agreed. Silly as it sounds, she did. And if they recorded the calls, Id be proving it. but calls are not recorded.. perhaps because all along, they know they get away with any old BS. I know im not alone here.

4. im just fed up of overseas calls, yet when I talk to someone local, problem solved in moments..

*sigh*

I just want to let people know, we are lied to and deceived. Thats no way to run a massive business like Virgin Media.

off to watch cartoons now Thanks for your reply DF.

[Ignitionnet]

Here we go again.

At least you didn't accuse them of faking an American accent thinking you were speaking to Indians when you were actually speaking to Manilla this time around.

You seem to have a history looking back at your posts of lambasting off-shore support.

I'd say go for legal action, not entirely sure what you're suing over or where you think it'll go but if it makes you feel better knock yourself out.

Alternatively if, as is very obvious, you object to speaking with offshore customer services and support so much there do exist operators who make a specific point of advertising on-shore customer services and technical support.

[Rob]

Why do people persist in expecting that calls are recorded. Many companies give a standard warning, mostly for DPA and related reasons, that calls may be recorded. Very rarely do they say that they are being recorded. Even if they do say the are being recorded nothing is stipulated as to how long the recordings will be retained. It is never something I'd rely upon.

If something is critical I'd only place reliance on it if confirmed by someone in writing.

What dissappoints me with the call centre way of doing things, and this doesn't apply just to Virgin Media, is the lack of confirmation of what will be done. An email record of the call log entry made by the call centre operator on their screen wouldn't be a diffucult function to add?. Aoh and with call centres you never speak to the same person twice so there is no ownership of issues.

[Peter_]

Originally Posted by nutellajunkie

1. This I know

2. Apparently its been gone for two years.. yet I know I have used it within the last 6 months; I dont have the cute wee keyboard for nothing.. but no, its not available, even if its on the menu. YOU CANNOT ACCESS IT.. Active or not.

3. If they recorded the calls... Legally, she agreed. Silly as it sounds, she did. And if they recorded the calls, Id be proving it. but calls are not recorded.. perhaps because all along, they know they get away with any old BS. I know im not alone here.

4. im just fed up of overseas calls, yet when I talk to someone local, problem solved in moments..

*sigh*

I just want to let people know, we are lied to and deceived. Thats no way to run a massive business like Virgin Media.

off to watch cartoons now Thanks for your reply DF.

I doubt that any legal action would get very far and any solicitor would inform that you had no case for Virgin Media to answer through lack of proof as it would be your word against theirs, plus the may not even be a record of that call in your account notes again making your claim impossible to verify.

[Sirius]

Originally Posted by Ignitionnet

Here we go again.

At least you didn't accuse them of faking an American accent thinking you were speaking to Indians when you were actually speaking to Manilla this time around.

You seem to have a history looking back at your posts of lambasting off-shore support.

I'd say go for legal action, not entirely sure what you're suing over or where you think it'll go but if it makes you feel better knock yourself out.

Alternatively if, as is very obvious, you object to speaking with offshore customer services and support so much there do exist operators who make a specific point of advertising on-shore customer services and technical support.

One of them is in Yorkshire i seem to remember

[Peter_]

Originally Posted by Sirius

One of them is in Yorkshire i seem to remember

Thats a Plus point and in the back of the net.

[Maggy J]

Originally Posted by nutellajunkie

.. you wanna know what started it?

Well, television Email, its not been around for two years (apparently) yet its still available via the interactive menus...

And also, since the call, my services have not been "zippy" as usual.. coincidence?

This is bad news, and AGAIN, overseas representatives give Virgin-media a bad name, and in the words of the MANAGER after I said "I will take this as far as I can", the response was ....

... yes, the call was disconnected!!


Tomorrow, I will seek further advice, legal if need be...
..all because of a simple query?!?!?

Nope that I can attest to..However we were told and warned it was going to end..So if you have access to the internet you obviously have access to another email possibility so I fail to see exactly what your beef is about this.

As to the rest of your complaint all I can suggest is that you phone up as close to 8.30 am as you can and you will probably get a home grown CS who still won't be able to give you the TV email back.As for taking legal action..save your money.I don't think you have a case.

[Pog66]

Overseas call centre stuff using "Anglicised" names is fairly common practice across many companies and has been for many years.

[Russ]

As much as I can't stand off-shore callcentres, it is a very common mistake to misunderstand what a lot of companies mean when they say they 'record calls'.

It does not necessarily mean they 'tape' record the call.

More often than not it simply means they make a 'record' of the call, ie they log on your account that you called to change your address, direct debait, pay a bill etc.

[Digital Fanatic]

Originally Posted by nutellajunkie

1. This I know

2. Apparently its been gone for two years.. yet I know I have used it within the last 6 months; I dont have the cute wee keyboard for nothing.. but no, its not available, even if its on the menu. YOU CANNOT ACCESS IT.. Active or not.

3. If they recorded the calls... Legally, she agreed. Silly as it sounds, she did. And if they recorded the calls, Id be proving it. but calls are not recorded.. perhaps because all along, they know they get away with any old BS. I know im not alone here.

4. im just fed up of overseas calls, yet when I talk to someone local, problem solved in moments..

*sigh*

I just want to let people know, we are lied to and deceived. Thats no way to run a massive business like Virgin Media.

off to watch cartoons now Thanks for your reply DF.

What I mean is offshore are monitored by the UK Quality Team also.

[Stephen]

Originally Posted by Russ

As much as I can't stand off-shore callcentres, it is a very common mistake to misunderstand what a lot of companies mean when they say they 'record calls'.

It does not necessarily mean they 'tape' record the call.

More often than not it simply means they make a 'record' of the call, ie they log on your account that you called to change your address, direct debait, pay a bill etc.

I am sure that VM call centres in the UK now record all calls.

[Russ]

Originally Posted by Stephen

I am sure that VM call centres in the UK now record all calls.

Quite possibly - but for years when people have assumed it to mean the calls will be tape recorded, it's not always been that way.

[Peter_]

Originally Posted by Stephen

I am sure that VM call centres in the UK now record all calls.

I am not sure it has been rolled out to all centres as yet as I do look at the article every so often for updates.