VM CS hell

Hornet · 20-06-2007, 13:29

TV tech booked a week ago via India for 8-12, 12pm no call. Phoned faults couldn't get woman to understand me dialled again and just chose add package option...suprise suprise a UK person when it comes to taking more cash. She said techs are 8 -1 so still time, India got times worng a week ago and she confirmed 100% booked.

1.30pm no one has arrived, rang UK again, no point ringing faults in India. They said tech is running late but will be with me at some time before 6pm, guaranteed.

So will they arrive, will they fix my VOD. So far a whole day of waiting. I am going to explode if I ring at 6 and told not coming

Nedkelly · 20-06-2007, 13:48

The uk person could of rang the fault techs despatch to see what is going on .They would then speak to tech to see if he knew when he would be calling

Hornet · 20-06-2007, 14:33

YESSSSS Just been canno0t fix my VOD as previous 4 jobs exactly the same DCHP return path off. Box 100% fine. Reported back to VM who will fix it remotley within 7 days.

Anyone know what is going on here? Says he has another 5 VOD calls to go in my postcode today!!!!

sebastion · 20-06-2007, 15:12

Just off the phone to CS. 1st phonecall to 150, spoke to an English girl who said unplug V+box for 5 mins and reboot....nothing happened.

I phoned back and was put through to an Indian girl who could`nt have been more helpful. The 1st person i called had done nothing.

If you are polite and actually take your time when telling them the fault they will do more than enough to solve the problem.

Nedkelly · 20-06-2007, 15:17

Hornet what type of box do you have ?

jcrawfy · 20-06-2007, 16:06

Same ***** different story,

I have been waiting in all day today for someone to bring me a replacement cable modem.

I ordered a new cable modem using the automated system about two months ago and heard nothing, re ordered after a month and still nothing.

Call 1: customer services on to trace my order around lunchtime and the guy phoned back around 18:00 to tell me to call deliveries

Call 2: deliveries the next day they didn't even have my details on there system even though I have been a customer for over 7 years they said call broadband support.

Call 3: Called broadband support (India) guy did seem to understand until he started asking about my MAC address which was nothing to do with the problem. Very sorry sir need to phone customer service.

Call 4: Customer service again (UK) explained all that had happened so far got told I would be put on hold turns out they bumped me straight through to sales.

Call 5: Sales (India I think) Guy told me he could definatly solve my problem at last light at the end of the tunnel explained the issue to him he said he didn't know and to call customer service.

Call 6: Customer service 3rd time guy called Colin understood exactly what was wrong and delbt with the call in a friendly and efficient manner said he would book a call in for tomorrow (Today) for an all day appointment I said thats fine.

Call 7: No sign by 15:00 called to check on progress told that it is an all day appointment and they will be here. It's now 17:04 and no sign yet somehow I don't think it is going to happen.

It has taken me 7 calls so far and I really hope i don't have to make another one in 55 minutes to tell them they can't keep there promises.

I can't believe that it took 7 phone calls and I am still in the same situation.

Hornet · 20-06-2007, 16:41

PACE 4001 DCHP no return path apparently VM have to turn it on centrally following upgrade of software?

Marge · 20-06-2007, 16:46

I can't understand why you've been told an all day appointment, it's either AM or PM, they have never done all day appointments

tbh I think it's terrible you've been send round in circles, this should have been sorted out on the first call

One big thing we were told, when I worked there, was to take ownership of calls and make sure the query was sorted there and then.

I think you're gonna have to bite the bullet and call to find out what's going on but I can see a big disappointment as I'm guessing that no-one has been booked at all for you....

Nedkelly · 20-06-2007, 16:48

You what

if the box has no return path then there will be no ip do you know off anyone else in the same street as you with the same problem ? I take it the modem is working ok

jcrawfy · 20-06-2007, 16:52

Quote:

Originally Posted by Marge

I can't understand why you've been told an all day appointment, it's either AM or PM, they have never done all day appointments

tbh I think it's terrible you've been send round in circles, this should have been sorted out on the first call

One big thing we were told, when I worked there, was to take ownership of calls and make sure the query was sorted there and then.

I think you're gonna have to bite the bullet and call to find out what's going on but I can see a big disappointment as I'm guessing that no-one has been booked at all for you....

On the call I made this afternoon I was told that it was booked in for all day on the system and on call six I accepted all day as i work from home.

Funnily enough I am a technical and customer handling skills trainer for a major organisation so they are about to get an earful in a few minutes.

In a que for 10 minutes just now and thats Call 8 by the way !!!

Marge · 20-06-2007, 16:53

Quote:

Originally Posted by jcrawfy

On the call I made this afternoon I was told that it was booked in for all day on the system and on call six I accepted all day as i work from home.

Funnily enough I am a technical and customer handeling skills trainer for a major organisation so they are about to get an earful in a few minutes.

Good Luck, I hope things get sorted once and for all for you

jcrawfy · 20-06-2007, 17:03

Quote:

Originally Posted by Marge

Good Luck, I hope things get sorted once and for all for you

On Call 8 now speaking to Lynn being transfered to technical support for some bizarre reason. Don't know weather i can count this as another call.

Safeman · 20-06-2007, 17:05

Quote:

Originally Posted by Hornet

TV tech booked a week ago via India for 8-12, 12pm no call. Phoned faults couldn't get woman to understand me dialled again and just chose add package option...suprise suprise a UK person when it comes to taking more cash. She said techs are 8 -1 so still time, India got times worng a week ago and she confirmed 100% booked.

1.30pm no one has arrived, rang UK again, no point ringing faults in India. They said tech is running late but will be with me at some time before 6pm, guaranteed.

So will they arrive, will they fix my VOD. So far a whole day of waiting. I am going to explode if I ring at 6 and told not coming

welcome to VM

jcrawfy · 20-06-2007, 17:23

Quote:

Originally Posted by jcrawfy

On Call 8 now speaking to Lynn being transfered to technical support for some bizarre reason. Don't know weather i can count this as another call.

Now speaking to Sandeep from India he can't find any record of an engineer being booked although he said that may be customer service that put it through in (UK) and he can't see that system.

Apparnetly he is going to look at the slots and do the needful.

Arghhh.... I think BT will be getting a new customer this week.

---------- Post added at 18:23 ---------- Previous post was at 18:16 ----------

Quote:

Originally Posted by jcrawfy

Now speaking to Sandeep from India he can't find any record of an engineer being booked although he said that may be customer service that put it through in (UK) and he can't see that system.

Apparnetly he is going to look at the slots and do the needful.

Arghhh.... I think BT will be getting a new customer this week.

This guy is very nice trying to help as much as possible I think he is going to courier me out a modem within 5 working days. Exactly what I was looking for in the first place.

Just on hold waiting for a dispatch number.

rtj70 · 20-06-2007, 18:03

When one of our STBs fried in a thunderstorm got them to first swap BB to another box and got a slot. Knowing how they work I phoned to check all was fine about them coming...

India could find no record early afternoon. Lots of calls later including trying to get to someone in the UK in the end, I eventually found out at 18:15 that they re-arrange it to a Bank Holiday Monday due to outage in my area. But the bit that peeved me was (1) there was not outage, and (2) they never told me. They claimed they would have rang but was home waiting for an engineer and they know the ntl phone number :-(

Got it rearranged and sorted in the end and some credit for the phone calls (was before they brought back 150/151).