Re: Are VM frontline staff now discouraged from escalating customer issues?
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Operative 1 in your story will have had the authority given the complaint made to offer 50% back. Operative 2 will not have. Some higher level of complaints team dealing with the BBC will have had the authority to have paid the whole sum back given the PR involved of the BBC running the story. Indeed, the outcome (should the story air), will make Virgin look slightly incompetent but not unreasonable, which for £136/272 (however you look it) is a bargain compared to the story airing with an unhappy customer £272 out of pocket. The organisation I worked for certainly dealt with complaints drastically differently depending on whether it was from an individual, a media company on behalf of the same hypothetical individual, or an elected official on behalf of that same individual. Rightly or wrongly, most companies want things dealt with first time at minimum cost. Similar to how I phoned Sky to cancel and got offered 20% off, then called by a further team offering me 40% during my 30 days, and got further called after my 30 days with an even better offer but sadly I'm under contract with Virgin now. Each level had different amounts of discretion they were entitled to offer depending on how serious they thought I was. |
Re: Are VM frontline staff now discouraged from escalating customer issues?
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You do have a kind of point in terms of compensation for services not received, but you seem to be making claims on an industrial scale. Just remember that you are taking money from the rest of us. That puts up prices. Thanks for that. |
Re: Are VM frontline staff now discouraged from escalating customer issues?
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http://www.bbc.co.uk/programmes/b09bcswy ---------- Post added at 02:25 ---------- Previous post was at 01:44 ---------- Quote:
You asked if I thought I was perfect, to which I gave an honest answer that I did not and shared very personal life events as to the reasons why. Your claim that severely disabled people refusing to hide away to suit yourself somehow "stifles debate" is as bizarre as it is offensive. Re: Allegations of me making claims for compensation on an industrial scale. On the vast majority of occasions it is VM who have offered to compensate me. It might be for the reason that dodgem22 outlined, I really don't know. I myself cannot recall the occasions when I've been compensated, due to the affects of the brain damage on my memory, so you certainly won't be able to. Whatever the amounts involved, it comes across that you are bitter and jealous about it. If you knew what I go through every day, you really wouldn't want to swap places, believe me. I'm having headaches and trouble sleeping as i'm on new medication and have to be up as my disability support worker is coming. Reading this nastiness just before retiring to bed has really upset me so certainly won't help. I suggest that you leave the rest of us in peace to debate the subject without your discord. |
Re: Are VM frontline staff now discouraged from escalating customer issues?
Ah rip-off Britain. One of my favourite shows of how the gullible public don't know what they are doing.
Some key facts are absent from the story which I'd like to know. Notably what did the £8 relate to, when was said product taken out, under what terms and for what purpose? Did he notify to cancel? If so, when and why didn't he check his bill at that time? I guess we will never know. However the current mindset is that companies are wrong and the public wh don't read terms and conditions are automatically mis-sold. The news article recently about people outside the minimum term of mobile contracts still paying full price a classic example. If someone hasn't set a reminder or doesn't log in to find out when they can upgrade or switch to SIM only that is their own fault. |
Re: Are VM frontline staff now discouraged from escalating customer issues?
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Re: Are VM frontline staff now discouraged from escalating customer issues?
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The contract should be explicit on the payment terms, i.e. 24 months payments at £X pm then 25th payment onwards at £Y pm. It is not down to the customer to police this, although it is prudent for the customer to check the correct payments have been taken, it is down to the supplying company to ensure it only takes money it is entitled to. |
Re: Are VM frontline staff now discouraged from escalating customer issues?
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As for the subject of this thread, I certainly do think that Customer Services should attempt to avoid an escalation upwards, and if they can achieve this satisfactorily, then fine. There will always be people who try it on and pursue complaints that can't be justified, and I expect it is those folks who complain when their unreasonable demands are refused. |
Re: Are VM frontline staff now discouraged from escalating customer issues?
Compared to the previous incarnation of Cable and Wireless, Virgin Media are paragons of virtue.No CS representative has ever been rude to me possibly because I'm unfailingly polite to begin with.
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Re: Are VM frontline staff now discouraged from escalating customer issues?
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Re: Are VM frontline staff now discouraged from escalating customer issues?
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I have shown your comments to my disability support worker who has suggested that I ask you to stop mentioning my disabilities or, if you feel unable to do so, that you refrain from interacting with me in entirety. This applies even if I choose to mention an integral part of myself or the difficulties that arise as a result during the course of any discussion. Re: VM bills. It's all about negotiation/playing the game/bartering whatever you want to call it. It's a fact of everyday life. If you don't wish to partake, don't complain if others get a better deal than you do. |
Re: Are VM frontline staff now discouraged from escalating customer issues?
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Has it ever occurred to you that we all are aware that you have a disability, so you really don't need to mention it time after time after time? |
Re: Are VM frontline staff now discouraged from escalating customer issues?
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Re: Are VM frontline staff now discouraged from escalating customer issues?
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There are many on this forum who have various disabilities of many different degrees, none of them are treated any differently to any other forum member. Perhaps if you stopped mentioning your disability this issue would go away. Your disability has no bearing on this thread anyway. |
Re: Are VM frontline staff now discouraged from escalating customer issues?
To be honest I put the blame on the customer for that. If you have a dd and it took you 2 years to notice it then a 50% refund is pretty fair. Some companies would only refhnd 3 or 6 months if it was not the fault of the provider.
I work in CEO complaint and customer relations so am the highest level someone can deal with before it goes to deadlock and the ombudsmen. It's your account and bank account so you should be monitoring it. |
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