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darkan9el · 31-07-2010, 13:50

Yes she has taken all this into account and her bill wasn't itemised, thats why she was asking what the amount was for. Unfortunately CS didn't know either; which I think is very odd, but the problem really started when the CS advisor started making stuff up to account for the cost, this just incensed her, so she disconnected.

I think the problem here is a poor communication system, with no verifiable details for the customer. When the customer then gets a bill they didn't expect you have the ensuing CS phone call, and more poor communication, this becomes an escalating problem caused by VM and not the fault of the customer.

VM should do as I challenge in post #4 it would dramatically reduce the ensuing confusion, in addition to this they should also itemise the process of payment for the year ahead both of these documents should be posted or emailed to the customer prior to signing a contract, this will enable people to budget and keep a track of what they should be paying and not have to deal with large initial bills like a lot of people on here seem to be getting. Obviously depending upon the package there will be variables but these can be accommodated pretty easily with a plain English explanation and not a * at the side of a bill entry.

This is just common-sense, a kid could see this would sort so many issues with trust, billing and package deals agreed by the sales team.

Why does it take a non virgin customer, with a bit of a brain to see something that highly paid VM employees can't see. I tell you what, I'll take 10% of the savings my idea creates, I think that's pretty cheap, deal Mr Branson?

31-07-2010, 13:50	#6
darkan9el cf.member Join Date: Feb 2006 Posts: 15	Re: my virgin media rant Yes she has taken all this into account and her bill wasn't itemised, thats why she was asking what the amount was for. Unfortunately CS didn't know either; which I think is very odd, but the problem really started when the CS advisor started making stuff up to account for the cost, this just incensed her, so she disconnected. I think the problem here is a poor communication system, with no verifiable details for the customer. When the customer then gets a bill they didn't expect you have the ensuing CS phone call, and more poor communication, this becomes an escalating problem caused by VM and not the fault of the customer. VM should do as I challenge in post #4 it would dramatically reduce the ensuing confusion, in addition to this they should also itemise the process of payment for the year ahead both of these documents should be posted or emailed to the customer prior to signing a contract, this will enable people to budget and keep a track of what they should be paying and not have to deal with large initial bills like a lot of people on here seem to be getting. Obviously depending upon the package there will be variables but these can be accommodated pretty easily with a plain English explanation and not a * at the side of a bill entry. This is just common-sense, a kid could see this would sort so many issues with trust, billing and package deals agreed by the sales team. Why does it take a non virgin customer, with a bit of a brain to see something that highly paid VM employees can't see. I tell you what, I'll take 10% of the savings my idea creates, I think that's pretty cheap, deal Mr Branson?