Re: Are VM frontline staff now discouraged from escalating customer issues?
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Thus far, your only contributions to this thread have had no bearing upon the salient topic being discussed. Quote:
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As to regards to mentioning it, I didn't for many years over the decade that I have been a member of the forum. When I 'came Out' as disabled, that's when certain members started causing problems for me, the worst offenders were banned, have seen the error of their ways or realised that they were on a hiding to nothing. Imagine two men arriving into the office tomorrow morning, one gay and one straight and are asked what they did over the weekend. The straight man tells his colleagues that he took his wife and kids to a theme park and the gay man says that he took his boyfriend for a meal. Is he shoving his sexuality down the throat of his co workers? IIRC you have family with experience of working in mental health/disability services, you could ask them how brain injuries affect people?? I genuinely thought that there was a possibility that I could die over the summer (not that I'm afraid of the illusion of death, but I don't want to leave this Earth just yet!) I'm glad that you accept that my disabilites have nothing to do with the topic under discussion :tu: Quote:
It came across to me that VM were simply taking an extra Direct Debit and refusing to refund it, so I did wonder why he didn't simply take them to the small claims court? With hindsight, it looks more likely to be the case that it's regarding an old product that he'd forgotten and no longer used. It does seem preposterous to offer 50% back and then casually say "oh, that offer has now expired" though! |
Re: Are VM frontline staff now discouraged from escalating customer issues?
Not at all, some offers made may be time limited or if further calls are made after an offer is rejected then a final offer may be made and if that is rejected the situation will be escalated to deadlock and it's then up to the customer to contact the ombudsmen for their investigation and final outcome, which could be more or even less then they were offered by the provider.
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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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Yes I do have family who have worked for the NHS dealing with mental health issues, still do and are very high in the profession. It was also the first job I had when I left school all those years ago so I do have at least a little experience and understanding. I have no issues with LGBT people and have many friends in that particular community. I have no problem with anyone with a disability (and I know many) no matter what it may be. On of my best friends suffers from cerebal palsy but he appreciates I treat him no differently than anyone else. No matter if it is by accident or design you appear to bring up your disability as a way of getting preferential treatment this does no favours to anyone else with a disability who may actually be worse off than yourself. I suggest you sit back, read and digest my comments before replying. No-one is trying to belittle you due to your disability. |
Re: Are VM frontline staff now discouraged from escalating customer issues?
Thats enough about LGBT and disabilities, neither has anything to do with this thread.
Move on. |
Re: Are VM frontline staff now discouraged from escalating customer issues?
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Every mobile contract I've ever had has been crystal clear to me. |
Re: Are VM frontline staff now discouraged from escalating customer issues?
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---------- Post added at 17:16 ---------- Previous post was at 17:06 ---------- Quote:
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Re: Are VM frontline staff now discouraged from escalating customer issues?
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Just came back from a couple of days away and found your thread. Couple of points The terms of compensation are shown here http://store.virginmedia.com/the-leg...uidelines.html Can you let us know if you were being offered compensation based on the criteria? Moving on to your recent experience with VM, I assume you spoke with an offshore call handler? Did you use the threat to leave as a mechanism to "up the offer"? Why did you feel the need to "remind" the call handler of a previous incident? was this an attempt to intimidate the call handler? Given your previous experiences with VM why not just call retentions and avoid the hassle of speaking to an off shore call handler. The "news" item you refer is at least 6 months old and really does not add anything extra to your post. Cheers |
Re: Are VM frontline staff now discouraged from escalating customer issues?
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---------- Post added at 17:10 ---------- Previous post was at 17:00 ---------- Quote:
Terms & conditions rarely relate to the real world ;) and if I find that any company is no longer meeting my needs or expectations, then I will sometimes remind them that other alternatives are available to me. The call handler was repeating an incident that I had experienced by one of her colleagues in the recent past. This was especially disappointing as I'd been reassured that this incorrect behaviour would not happen again. In these circumstances, I felt it prudent to avail her of this information so that she could make an informed decision as to whether she was going to carry out my request or not. Fortunately, she changed her mind and took the correct action, so no formal complaint was actually made about her. I quoted Mick's news item to demonstrate that what Mick had noted six months ago had shown no signs of improvement. |
Re: Are VM frontline staff now discouraged from escalating customer issues?
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I think you are missing my point - assuming the contract is crystal clear the supplying company should only take the amount of money it has said it would. If it continues to take the original incorrect amount then it is clearly in the wrong as it is taking more than it said it would. I will concede that it is prudent for the customer to check the amount taken has indeed reduced, but if they don't it doesn't make it ok (or legal) for the supplier to take more. |
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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Re: Are VM frontline staff now discouraged from escalating customer issues?
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What was the point you wanted to make Dilli? |
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Re: Are VM frontline staff now discouraged from escalating customer issues?
Maybe this thread has served its purpose.
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