Excellent service from offshore CS!!

savvychels · 09-02-2011, 15:50

We spend so much time complaining about the offshore CS (not due to the people themselves, but due to the scripts they are taught and have to stick to) that I figured it was time someone gave them a compliment.

I called last week to upgrade my VIP20 to VIP30 and was told (as expected) that there would be a small price reduction. Installation (hub delivery) due this Friday, but got the contract through today and monthly payment showing as identical to what I'm paying now, so I rang up to query it and get it sorted out.

The lady on the other end was extremely helpful and extremely clued up - acknowledged straight away that there should have been a reduction and looked into my account to investigate it and fix it.

She came back and asked if I minded her telling me that there was actually a cheaper way to upgrade me with a better package so of course I said sure...

She told me of the VIP50 package (which I was aware of, but figured the overall cost would be significantly more over a year) which would waive the £30 one off fee, have an onsite engineer to install, and would only cost me £2 a month over what I'm currently paying. I double checked that she was correct that it was only £2 and she confirmed it was. Which means only £24 over the year, so if we decide at the end of the year that the HD movies and 50meg aren't worth the extra cost we can of course downgrade and it will be less overall. But also gives us time to see what the TiVo packages will be whenever they come out.

So went ahead and booked. Unfortunately engineers not available till 29th of March!! She said call back in 10 days in case there's a cancellation and she will keep an eye as well if she sees one. But in the meantime has turned on the HD channels for now, and told me I will see a charge for them, but also a reduction which she has set up in the system.

And yes I know a lot of people on the forum have been saying it's cheaper to upgrade to 50meg then downgrade later - I was just going originally for the easy option.

She was honestly one of the most helpful people I've had on either side of the Customer Service Pond, and I just thought it was time that someone said something positive about an experience.

HD Channels already working on the box I wanted them on, and now just have to waiiiiitttttttt for the SH, but hopefully something will come up earlier.

weesteev · 09-02-2011, 16:10

29th March! All those TiVo installs sucking up the install quota

**Chris** · 09-02-2011, 16:16

A seven week wait? That's what getting a phone line off the GPO/BT was like in the 1970s.

savvychels · 09-02-2011, 16:33

Yup - that's the frustrating bit, but that's not her fault - and actually she apologised profusely for it and did her best to find something earlier. Actually I suspect it's because there's a good percentage taking up the 50meg over the 30meg to avoid the one off costs - even in the way VM words it on their site it makes the 50meg more appealing and I know on the other parts of the forum a LOT of people have gone for it.

Fingers crossed I can get it earlier. She said call back in 10 days, but I may call Monday and see if there's something that can be done. I might even ask if I can have it posted rather than an engineer as if that's possible with the 30meg then I don't see why not with the 50 (unless there's something extra needs to be done for that?)

spiderplant · 09-02-2011, 17:35

Quote:

Originally Posted by Chris

A seven week wait? That's what getting a phone line off the GPO/BT was like in the 1970s.

Seven weeks? It was three years for us. Even then we had to share a line with the people across the road.

savvychels · 10-02-2011, 18:52

hmm - just got a text from Virgin that my superhub is arriving tomorrow (date of my 30meg install which was cancelled). I wondered if it might have been too late to cancel it's delivery in the system. If it does turn up I may ring them tomorrow and ask if they can do the 50meg upgrade activation over the phone since the 30 was actually cancelled. Otherwise I'll be sitting here with a hub and no engineer to fit it for a few weeks LOL.

Peter_ · 10-02-2011, 18:54

Quote:

Originally Posted by savvychels

hmm - just got a text from Virgin that my superhub is arriving tomorrow (date of my 30meg install which was cancelled). I wondered if it might have been too late to cancel it's delivery in the system. If it does turn up I may ring them tomorrow and ask if they can do the 50meg upgrade activation over the phone since the 30 was actually cancelled. Otherwise I'll be sitting here with a hub and no engineer to fit it for a few weeks LOL.

I just had the same text as mine arrives tomorrow, you can enter the 13 digit tracking number here to keep you up to date tomorrow, mines in Droitwich at the moment.

http://www.hdnl.co.uk/UPI-Tracking-Details/

savvychels · 10-02-2011, 19:15

Thanks Masque - checked and mine's at Droitwich as well. So begs the question (which I also posted in the internet area) of whether or not I can go ahead and use it for my 50meg or do I still have to wait till March 29th and a live engineer? And will I still be billed the £30 for it even though it was cancelled and a new order for the 50meg put in.

Peter_ · 10-02-2011, 19:19

Quote:

Originally Posted by savvychels

Thanks Masque - checked and mine's at Droitwich as well. So begs the question (which I also posted in the internet area) of whether or not I can go ahead and use it for my 50meg or do I still have to wait till March 29th and a live engineer? And will I still be billed the £30 for it even though it was cancelled and a new order for the 50meg put in.

It will go 50Mb once the date comes unless you decide next week to ask them if you can have it done earlier as the Superhub is working fine.

Your call, forgot about your strange order.