Was this an hard question to ask
You know when you talk to someone who supposed to work for a company and all your doing is asking them simple questions they should answer with ease. Well personally I was a little worried with this conversation with 1 of Virgin Media's own sales team.
Did I say anything wrong here! Code:
Info at 21:25, Mar 29: |
Re: Was this an hard question to ask
Crikey. That all seems pretty unfair questioning of the Sales agent to me.
You were told right up front that the best answer for you question was to call Customer Services as you're an existing customer. You've chosen to ignore this. The second time you've asked you've been given correct pricing as at the time of enquiry i.e. the sale agent is there to answer questions about what is currently available, not what is in a press release. The price they've given you is 100% correct for today's pricing for VIVID 200 Gamer + Phone. |
Re: Was this an hard question to ask
100% correct BenMcr some people just don't listen though.
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Re: Was this an hard question to ask
Ben I was being polite with her and I also stated clearly I couldn't get to a phone hence talking to them via online chat support. I clearly stated the price as of tomorrow as well.
Now from a customer point of view I found it very unprofessional that at 1st she didn't want to answer my questions that's why I asked to be treated as a new customer. If I was a new customer then I would have clearly been sold a package at the wrong price. I was listening and I was asking politely and giving her time to check for me. |
Re: Was this an hard question to ask
But as an existing customer there are rules that apply when making changes to your bundle - especially when you've got a loyalty discount. The new sales team don't deal with these rules - which is why they asked you to call in, and they told you clearly they would need to access to your account to help, which they don't have. To be honest it feels to me like you were trying to find a reason to argue with the agent.
For example, what else would you say this was, apart from trying to find a reason to argue: Quote:
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In regards to the conversation around if you were a new customer - you wouldn't be sold at the wrong price if you had ordered at the £50 + £8 quoted. That is the correct price available today for a new customer, and the sales chat agent has quoted the right price available today. The press release pricing doesn't become available until tomorrow. And from tomorrow I would expect that sales chat agent would quote those prices, as they are the ones available at the point you're talking to them. But again, for an existing customer they would direct them to contact Customer Services to deal with the pricing question. |
Re: Was this an hard question to ask
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You have no cause for complaint. |
Re: Was this an hard question to ask
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They're not trained for anything other than new customers, they're told repeatedly never to touch existing customers lest they want to get in trouble. It's the same for the tech support lot, BB support don't touch TV and vice-versa, even if they know what the issue is - it's process that they're drilled to follow because when people don't follow it, bad things happen. Virgin as a company might be some big evil empire run by men in suits with no regards for anything other than profits, but the people you're talking to are just regular, normal people doing a ****** job for even ******** pay. Nobody wants to work first line support, it's a job you do because you've got bills to pay, because there's no better alternative or because it's a stop gap to a better job - but right now, they need it and that's the truth of the matter. All you wanted was a bit of text that said you were entitled to a few quid off your bill - so you could wave it in the customer service agent's face if they told you that was for new customers only. You wanted that and you didn't care if it was at the expense of some other agent who's job isn't even to look after your account. Frankly, I find it a little selfish of you to put an agent in that position. |
Re: Was this an hard question to ask
I love this thread.
Whinger comes looking for sympathy and support and rightly gets none. |
Re: Was this an hard question to ask
Let me just point a few things out here for you all because all 3 of you think I attacked this agent there was no intention to do this of any kind. I wasn't there to cause any malice or just grab a few quid so don't you dare judge me as selfish in anyway.
I will point out again I asked the agent would she clarify I didn't ask the agent to look at my account. I told the agent I couldn't get to a phone there are reasons for this which are personal so why should I have to phone up when the online chat is supposedly there for these kinds of questions. Why was it so hard for her to just look for this information and clarify this for me the information is there on the internet and has been there for the public to view from the 22nd of March. Not once did I ask her could she look at my account and offer me a new improved contract saving me money. I found this out myself I just wanted it clarifying from a virgin media employee hence me using the online chat. How do you think I felt when I spent my own time searching for this information when to me it seemed as though she wasn't going to look. Surely if this information is up on virgin medias website she could of found it for me and clarified a simple question. I was going to use the online chat for more help to ask further questions but was it the point when the staff aren't getting the right information to give to customers. I was going to ask how come I wasn't informed of these new deals via email or letter? Because surely I would have still been paying the same price if I was never told of these new deals which to me isn't very customer friendly. At the end of the day at 1st I wasn't coming across as arsey I was asking a simple question to clarify with a simple answer. I didn't listen to the lady because I wasn't on the phone to her but I was reading what she was typing to me and it was no help. I do apologize to the lady for being arsey near the end but I wasn't getting the answer I was asking for. The only people here who should be losing their jobs are the people who aren't giving the sales team the right information. I do care about these people that's why I ended the conversation because I felt myself getting too annoyed to talk and was annoyed last night when I posted chat conversation something I shouldn't have done. You see I can be honest but for someone to tell me I have no cause for complaint when I clearly have because I used a online chat support and my questions weren't asked then to be called selfish well I'm not saying anymore. I am also not a whinger I wasn't whinging in anyway I asked a simple question but ask a simple question to simpletons I should have known better. |
Re: Was this an hard question to ask
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Wow :dozey: |
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Re: Was this an hard question to ask
Was this a hard button to find?
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Re: Was this an hard question to ask
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I got a similar response from Vodafone's online upgrade team, wjo were next to useless. They gave me wrong info as well as the wrong charges and upgrade date. I then phoned and got the UK based upgrades team who were a lot more helpful. I hate that most companies, even those with UK call centres outsource webchat to India, as they don't understand things over the phone never mind the typed word. |
Re: Was this an hard question to ask
Meanwhile, I saw the new prices, went "Hmm, £47.25 for Vivid 300, I pay £59 with a £6 discount for Homeworks 300".
Phoned customer services, pointed out the new pricing, and within about 5 mins I am now paying £41.25 a month for 300m broadband and no phone, as she let me keep my £6 discount. Was really painless! While I'd have preferred a 30% speedboost, I can't remember the last time an ISP gave me a 30% discount on the price I'm currently paying. |
Re: Was this an hard question to ask
I'm getting scared now I've just got a red card for being sarcastic. The simpleton comment was to RobboEdin for the whinger comment not towards the support agent. It was very quick to give me a red card and actually delete my comment, also to contradict the red card with the private message titled a red for a simpleton. now how do you like it
I honestly don't care anymore just delete my account from this forum, I personally haven't got the time to be affiliated with the forum name. |
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