preferential treatment for VM employees (Support)

SapperGB · 28-11-2007, 22:38

Those having 20mb broadband issues.

I would like you all to pop over to the newsgroup virginmedia.support.broadband.cable

When you are there please look for a post made by Duncan Bradley on 27/11/07
at 18:27.

Here, Duncan posts the usual support request regarding his slow 20mb speeds.
support begin by helping him in the usual way then once Duncan reveals he is
a V.M. Employee, support responds with "ill mail you - so we can take this
out of the newsgroups".

I for one am extremely angry at this, Duncan is a customer, the same as us.
in fact he probably gets his services cheaper. He is suffering with an issue
that thousands of other customers are also trying to get resolved, yet as
soon as he reveals who he is the support is given on a 1 to 1 basis.

Does this mean VM are hiding something? are they giving out another level of
support to favoured 'customers'?

ive tried to reply to the thread but it looks as though it is locked or
something

Please discuss, .

Impz2002 · 28-11-2007, 22:42

hmm that really is a bit sneaky !

shame we will never know the possible outcome !

Northeast_user · 28-11-2007, 22:45

Quote:

Originally Posted by SapperGB

Those having 20mb broadband issues.

I would like you all to pop over to the newsgroup virginmedia.support.broadband.cable

When you are there please look for a post made by Duncan Bradley on 27/11/07
at 18:27.

Here, Duncan posts the usual support request regarding his slow 20mb speeds.
support begin by helping him in the usual way then once Duncan reveals he is
a V.M. Employee, support responds with "ill mail you - so we can take this
out of the newsgroups".

I for one am extremely angry at this, Duncan is a customer, the same as us.
in fact he probably gets his services cheaper. He is suffering with an issue
that thousands of other customers are also trying to get resolved, yet as
soon as he reveals who he is the support is given on a 1 to 1 basis.

Does this mean VM are hiding something? are they giving out another level of
support to favoured 'customers'?

ive tried to reply to the thread but it looks as though it is locked or
something

Please discuss, .

Perks of the job. *shrugs* I see nothing wrong with it. OK it's a bit of a kick in the a**e to the paying public but he may have to put up with our whinning on a daily basis.
I'd like to add that i'm not the greatest fan of VM, but haven't you been helped in the past from workmates/people you know?

SapperGB · 28-11-2007, 23:01

I dont think its quite like that, it could be looked at that way but why lock the thread? why not post the usual "FU set to..."

Just because a customer is also an employee it doesnt give VM any right to treat him/her any better.
its not like a staff discount card, although i suspect he already gets a discount as it is.

Northeast_user · 28-11-2007, 23:08

Quote:

Originally Posted by SapperGB

I dont think its quite like that, it could be looked at that way but why lock the thread? why not post the usual "FU set to..."

Just because a customer is also an employee it doesnt give VM any right to treat him/her any better.
its not like a staff discount card, although i suspect he already gets a discount as it is.

Oh please don't get me wrong. The locking of the thread was totally out of order. I just don't see (but maybe I do) why the discussion wasn't carried on.
If you think of it on the employees point of view, they really wouldn't want it to come out as to who and where this person was/is.
And as for VM treating this person different, I guess if their details were given and some higher person did read the thread that their employment would be cut short.

AmAtoL · 28-11-2007, 23:21

I don't see how VM can give preferential treatment to employees, they sure as hell won't reroute my internet to bypass all those dodgy servers will they :/

joglynne · 28-11-2007, 23:24

A lot of the help on the newsgroup virginmedia.support.broadband.cable is given on a one to one basis. You only have to look through the posts to see all the help they give to individuals asking about their BB.

IMO...His tread was a mirror of many others and the way that he posted his problem shows that he was not trying to get preferential treatment. I have no problem with this employee being dealt with in the manner that he has as it is common practice in many firms for assistance to be given in a more private manner than if the employee was a member of the general public.. To read more into the closing of this newsgroups thread is again IMO merely to give in to paranoia, the techs could have contacted him on the quiet and just let the thread die; instead they were up front about it being closed.

Vm employees have been through a rough time and I for one do not begrudge them their perks.

jo runs away quickly to avoid expected flames.

Gary L · 28-11-2007, 23:30

It's not technically possible to *lock* a thread on usenet. try again and tell us what if any error you get.

news:5o_2j.54183$c_1.45317@text.news.blueyonder.co.uk

joglynne · 28-11-2007, 23:45

Quote:

Originally Posted by Gary L

It's not technically possible to *lock* a thread on usenet. try again and tell us what if any error you get.

news:5o_2j.54183$c_1.45317@text.news.blueyonder.co.uk

Interesting.

I never realised a thread on usenet couldn't be closed. I have no wish to make a post on that thread but I have just had no problem opening up the thread to post a reply and there has been a post since the tech decided to take the problem out of the newsgroups.

SapperGB · 28-11-2007, 23:57

ya but try and send a reply, they dont appear. ive tried dumping my local file etc. yet my reply at 22.13 isnt there....

unless anoe else can see it.

Gary L · 29-11-2007, 00:22

Quote:

Originally Posted by joglynne

Interesting.

I never realised a thread on usenet couldn't be closed.

The magic of usenet. the place where "thread locked" has no meaning

---------- Post added at 00:22 ---------- Previous post was at 00:20 ----------

Quote:

Originally Posted by SapperGB

ya but try and send a reply, they dont appear. ive tried dumping my local file etc. yet my reply at 22.13 isnt there....

unless anoe else can see it.

"Testing testing one two three, me mic sounds nice"
that one?

SapperGB · 29-11-2007, 00:30

Quote:

Originally Posted by Gary L

The magic of usenet. the place where "thread locked" has no meaning

I did say locked 'or something'

---------- Post added at 00:22 ---------- Previous post was at 00:20 ----------

"Testing testing one two three, me mic sounds nice"
that one?

agghh... i give up,
i need a sense of humour rebate from VM cos ive none left

Gary L · 29-11-2007, 00:37

Quote:

Originally Posted by SapperGB

agghh... i give up,
i need a sense of humour rebate from VM cos ive none left

Seriously mate, it's not such a big deal what Edward did. it was more of a matey thing that he did. Duncan did not want any preferential treatment even. if he did then I would agree with you that it was wrong what happened.

Rone · 29-11-2007, 08:39

Cmon if there are any perks working for VM who would'nt use them, i cant see any perks in this case helping an employee much more than a standard customer.

Numenor · 29-11-2007, 20:17

As an ex-employee of Telewest i can see why they asked for his details to mail him.

Because there is a huge conspiracy against the average punter?
Because theres an amazing secret support line for employees?

No.

Probably because it will be much easier to give support and fix the problem through mail rather than doing it in a public thread. Also easier and safer to give mac addresses, IPs etc.

So its not a plot against you, it was to solve the problem quicker and get onto the next person with a problem.

And if he did get a bit or preferential treatment for being an employee, whats the big deal? Have you never gained from your own company by being an employee? If its that big of an issue, apply for a job with Virgin Media........