How Wack is VM CS these days

K Man · 25-08-2007, 21:48

I can't believe how doo doo and pants CS has become

On Wednesday I discovered that all my recorded content had become deemed Recovered content which I can only assume was as a result of the Software update that VM performed recently.

Of course I'm screwing about the loss of over 19 pages of content to which most I haven't watched - series like King Of Queens and Jeckyl to name a few. Tuff doo doo I just gotta deal with it, some of the recordings work and some do not and I don't really have the time to work it out.

I called CS wednesday evening to be told that their systems were down and that somebody would be calling me back shortly that evening to assist me.

No Call!!

I called again Thursday and explained the situation, I was asked for my Email address and told that I would receive instructions that evening in at least 20 mins within up to 2 hrs.

No Email!!

I called Friday to ask to speak to somebody in support and was told that nobody could talk to me and that my call has been escalated to 2nd line support and I'd receive a call back within 5 days.

Now I'm going away for a week on Sunday and won't be here to receive the call and would like to have had instructions that surely can't take more than 2 mins of somebodies time to explain to me as I have things I'd like to set up and have recorded while I'm away without fear of them being damaged also.

I called again tonight (Saturday) to explain this and I couldn't beleiev that not one person was able to help me. I find this absolutely disgraceful and an appalling example of a lack of care for customers. Now I don't expect VM to drop everything for me over other customers but I didn't feel that my situation was appreciated or respected. As a VIP customer who pays about £140 PM to VM I would expect something a little bit better than this.

How simple would it be for the numpy's in New Dehli to have an additional page on their script to advise people how to reformast heir V+ boxes. All they'd need would be a few qualifying questions to ensure that this is the best course of action and bang there you go...... a 3 button key command and sorted.

As it is VM were made aware of my situation and despite my insistance that 1st line explain to 2nd line support that for me this fault was present since Wednesday and that I was going away for a week and all I needed was instructions to reformat my V+ box nobody was prepared to help me out.
Not even on VM's website could I find reformat instructions.

Utter pants - VM have slipped down a poo stained hill as far as I'm concerned with their new appraoch to CS. I felt isolated, helpless and totally devalued as a customer. They should re badge the VIP to AIC (Absolutely in-valid customer). Furthermore the excellent service that I used to receive as a previous Telewest customer has disappeared completely and been replaced with the lack lustre and incapable service that NTL was reknowned for so all my fears of bad service rubbing off from the weak-arsed NTL operation on to the Telewest side have materialised.

Thankfully - after thinking about it I messaged a few peoplle here on CF and done a search too and found the answer I was looking for. I have the instructions and have done the reformat which took 10secs to read, 10 secs to perform and about 5 mins to execute.

It's sad that I had to source this information elsewhere and I am more than disappointed with VM. I can now set up my recordings whilst being away and be a happy man again no thanks to those 2nd liners up in Liverpool who I actually heard speaking to the people in India which must have been a mistake but they were very rude to as the Indian gurl trying to help me was merely explaining my predicament and trying to get me a resolve and this scouse guy almost bit her head off and told her to log the call and put me in the queue.

Big thanks to all CF users who aid and assist other VM customers - I know many of you either are still working for them or used to and it's down to your dilligence and high standards of CS that many issues like mine end up getting sorted on here - it's just a shame VM's own system doesn't allow the good guys to do what they do best.

goldoni · 25-08-2007, 22:13

What are VM playing at? The only thing I can think is after 5 days you may of calmed down and the British stiff upper lip will come into play.

I think there should be a web site with a list of cases like yours named: The worse Customer Care Service, unless you know better. The information stays up till it’s been sorted.

Hope you get it sorted soon.

nicke261192 · 26-08-2007, 10:41

I have only ever had 1 bad experience with CS. Guess im just lucky

goldoni · 26-08-2007, 10:49

Quote:

Originally Posted by nicke261192

I have only ever had 1 bad experience with CS. Guess im just lucky

Oh it's you again No 2 Happy customer

you must admit K Man case is real bad customer service ?

Wedgeh · 28-08-2007, 13:13

I simply don't ever believe CS when they say they'll phone me back.

nffc · 28-08-2007, 14:52

Quote:

Originally Posted by goldoni

Oh it's you again No 2 Happy customer

you must admit K Man case is real bad customer service ?

that or chavy kid's only had one experience with them lol

They told him to stop pretending to be his mum and put his dad on instead because that's who the account is with

spiderman2 · 28-08-2007, 15:56

hhmmm .... we are missing the format guide & the lockout process here on the forum ...i guess i'll upload it for the users .....

nicke261192 · 28-08-2007, 17:49

Quote:

Originally Posted by nffc

that or chavy kid's only had one experience with them lol

They told him to stop pretending to be his mum and put his dad on instead because that's who the account is with

Erm excuse me what do you know? And my dad isnt the account holder! Why are you going round the forum posting nasty post about me for no reason?

darthlinux · 28-08-2007, 18:04

Come on lads no need for those remarks just because you arent happy with vm why pick on the other people that have good service o and btw the way I really wanna stress this point PEOPLE IN THE FAULT TEAM ARE NOT CUSTOMER SERVICE AGENTS ITS NOT THE SAME AS CUSTOMER SERVICES THEY ARE TWOO DiFFERENT DEPARTMENTS they are fault agents

spiderman2 · 28-08-2007, 18:31

& faults dont deal with the a/c related information ..
They hav to follow DPA (data protection act)
& if DPA is not passed they cant proceed further ...
its not their fault ....

get ur a/c sorted through CMC at 150 ..

K Man · 29-08-2007, 08:14

OK!!!

Point taken. It was not CS on 150 it was 151 faults / tech support [or tech we'll support you when we can be bothered as I like to call them]

I don't really care if they are different departments that shouldn't effect the level of customer care. Being consciencious and empathetic are things that all persons answering the phone on behalf of VM and trying to assist us or me the customer should be irrespective of job title or department. VM and it's employees are in the Service sector and are a provider of a service - the sooner this is understood and adhered to the better for bothe them and their customers - we!!

I'm not gonna to tar all emplyees with the same brush - BUT - it has to be taken as a valid point or opinion that the perception is based on experience. I used to have much better experiences with CS and tech than I do now. The Call centre in India is a farse they cannot do anything and they things they should be able to do they can't so it all kind of defeats the object.

I understand in essesnce the financial reasons for having such a centre - it is cost effective which is suppossed to cost us the customer less [which I haven't noticed the benefit of yet] and it's suppossed to free up the 2nd line tech people whose numbers have been reduced as another cost saving exercise [ditto]. All that I can say from experience is that VM are isolating their customers, laying off the staff who used to provide a great service [at least in the former Telewest areas] and replace with contract sub contractors who don't give 2 hoots about their installs or the customers as they only get paid per job and they need to do as many jobs as they can in a day in order to earn a decent living and more to the point I haven't noticed any benefit either in the service I receive or in the benefits of all these cost saving strategies.

It's very noble that the VM employees the frequent this forum keep defending them, and I really do appreciate that many of you guys and gurls are rather good at what you do but it does feel to me that many of your colleagues have a different approch to their jobs than you do and let you lot down - for most times I get hold of these numptys as do many other VM customers, sadly.

So arguably a man has the right to ask what the blasted boomba a g'wan??
[Queens English: what the hell is happening old chap?]

darthlinux · 29-08-2007, 08:44

Quote:

Originally Posted by K Man

OK!!!

Point taken. It was not CS on 150 it was 151 faults / tech support [or tech we'll support you when we can be bothered as I like to call them]

I don't really care if they are different departments that shouldn't effect the level of customer care. Being consciencious and empathetic are things that all persons answering the phone on behalf of VM and trying to assist us or me the customer should be irrespective of job title or department. VM and it's employees are in the Service sector and are a provider of a service - the sooner this is understood and adhered to the better for bothe them and their customers - we!!

I'm not gonna to tar all emplyees with the same brush - BUT - it has to be taken as a valid point or opinion that the perception is based on experience. I used to have much better experiences with CS and tech than I do now. The Call centre in India is a farse they cannot do anything and they things they should be able to do they can't so it all kind of defeats the object.

I understand in essesnce the financial reasons for having such a centre - it is cost effective which is suppossed to cost us the customer less [which I haven't noticed the benefit of yet] and it's suppossed to free up the 2nd line tech people whose numbers have been reduced as another cost saving exercise [ditto]. All that I can say from experience is that VM are isolating their customers, laying off the staff who used to provide a great service [at least in the former Telewest areas] and replace with contract sub contractors who don't give 2 hoots about their installs or the customers as they only get paid per job and they need to do as many jobs as they can in a day in order to earn a decent living and more to the point I haven't noticed any benefit either in the service I receive or in the benefits of all these cost saving strategies.

It's very noble that the VM employees the frequent this forum keep defending them, and I really do appreciate that many of you guys and gurls are rather good at what you do but it does feel to me that many of your colleagues have a different approch to their jobs than you do and let you lot down - for most times I get hold of these numptys as do many other VM customers, sadly.

So arguably a man has the right to ask what the blasted boomba a g'wan??
[Queens English: what the hell is happening old chap?]

stereo typing never that good