09-12-2011, 16:44
|
#31
|
Inactive
Join Date: Dec 2007
Posts: 18,398
|
Re: Virgin Business Useless
The link then wouldn't be much good for you as it's about the combined or BB packages
Perhaps Stephen (a mod who works for VMB) might be able to help? (even if it's just a better contact number)
|
|
|
09-12-2011, 16:52
|
#32
|
laeva recumbens anguis
Cable Forum Team
Join Date: Jun 2006
Age: 67
Services: Premiere Collection
Posts: 42,044
|
Re: Virgin Business Useless
Quote:
Originally Posted by Tim Deegan
That's not your problem, and isn't really a good excuse. If they improved their service, then they would probably have far more customers, and wouldn't have to cut staff.
|
Quote:
Originally Posted by Hugh
If only life were that simple........
|
Quote:
Originally Posted by Tim Deegan
The basics of business are that simple. You provide a service that there is demand for, at a competitive price, with excellent customer service, then in theory you should do well.
If your competition does the same, then you need to do something to make your business stand out from the others.
If VMB provide a poor customer service (especially for new customers), then they will have no incentive to use their services. And this is where the downhill spiral starts.
|
But in practice, you have to have the appropriate product implemented and supported well, it has to be marketed well, and you need the staff trained and willing to serve the customer, and you need all these facets to meld together to provide the optimum customer experience.
Your challenge with this, imho, is that you do not seem to accept the fact that in large/very large organisations, there are people who are not as customer-focused* as they should be, and they can be difficult to re-educate/remove, and thus some customers receive sub-standard service (which is wrong, but so is getting wet whilst waiting for a bus, but sometimes, stuff happens). You may have experience running a small "virtual" business, where you can be very "hands on (even in a virtual sense)" with the small number of employees you may have, but the challenges involved when you have multi-site, multi-disciplinary teams of tens, if not hundreds, of thousands of employees, with a vast range of independent and/or interdependent products and services, is a completely different matter - you can spot/fix a "bad egg" if you have a couple of employees fairly quickly, but this is much more problematic when you increase that number by the tens of thousands.
Now, this is not excusing sub-optimal customer service, but trying to explain some of the reasons why it occurs.
So, as I said originally, If only life were that simple........
*to put it nicely...
__________________
There is always light.
If only we’re brave enough to see it.
If only we’re brave enough to be it.
If my post is in bold and this colour, it's a Moderator Request.
|
|
|
09-12-2011, 17:14
|
#33
|
Bah Humbug!!
Join Date: Feb 2004
Location: Glasgow
Age: 42
Services: Sky Q 2Tb, Sky Q mini, boxsets and Sports & Movies HD, Sky Fibre unlimited
Posts: 13,759
|
Re: Virgin Business Useless
Hi, can I ask what number you have been using to contact VM Business?
I am in the provisioning side of things so don't really have any dealings with pricing or packages but can try to help you get in contact with the team.
__________________
AMD Ryzen 7 7700 | 32GB DDR5 6000 | RADEON 7900XT | WD 2TB NVME
|
|
|
09-12-2011, 21:34
|
#34
|
Inactive
Join Date: Dec 2011
Posts: 39
|
Re: Virgin Business Useless
Quote:
Originally Posted by Stephen
Hi, can I ask what number you have been using to contact VM Business?
I am in the provisioning side of things so don't really have any dealings with pricing or packages but can try to help you get in contact with the team.
|
I have used the number from the business web site 0800 953 0180, also the email contact on there (get back to you in 48 hours. Two weeks nothing), I also emailed directly members of the sales team with no reply.
Many thanks for offering to help but it is now to late. VMB have lost the chance of my business. I gave them in total five attempts to get my business. They failed miserably.
|
|
|
10-12-2011, 20:03
|
#35
|
cf.mega poster
Join Date: Sep 2011
Services: 3 phone lines, 100mb broadband, and TV x2 (including one Tivo)
Posts: 2,128
|
Re: Virgin Business Useless
Quote:
Originally Posted by Hugh
But in practice, you have to have the appropriate product implemented and supported well, it has to be marketed well, and you need the staff trained and willing to serve the customer, and you need all these facets to meld together to provide the optimum customer experience.
Your challenge with this, imho, is that you do not seem to accept the fact that in large/very large organisations, there are people who are not as customer-focused* as they should be, and they can be difficult to re-educate/remove, and thus some customers receive sub-standard service (which is wrong, but so is getting wet whilst waiting for a bus, but sometimes, stuff happens). You may have experience running a small "virtual" business, where you can be very "hands on (even in a virtual sense)" with the small number of employees you may have, but the challenges involved when you have multi-site, multi-disciplinary teams of tens, if not hundreds, of thousands of employees, with a vast range of independent and/or interdependent products and services, is a completely different matter - you can spot/fix a "bad egg" if you have a couple of employees fairly quickly, but this is much more problematic when you increase that number by the tens of thousands.
Now, this is not excusing sub-optimal customer service, but trying to explain some of the reasons why it occurs.
So, as I said originally, If only life were that simple........
*to put it nicely...
|
You have hit the nail on the head there Hugh.
It's a problem faced by many large companies. However it isn't something that can't be solved by proper management, and training.
|
|
|
10-12-2011, 22:11
|
#36
|
laeva recumbens anguis
Cable Forum Team
Join Date: Jun 2006
Age: 67
Services: Premiere Collection
Posts: 42,044
|
Re: Virgin Business Useless
As I said before, if it were only that simple (and I have worked in very large companies, Barclays Capital, BT Cellnet, Next, and with companies like IBM, HP/Compaq etc) - there are always people who can play the system, and it is more trouble (especially in a unionised environment) that it is worth....
__________________
There is always light.
If only we’re brave enough to see it.
If only we’re brave enough to be it.
If my post is in bold and this colour, it's a Moderator Request.
|
|
|
11-12-2011, 01:28
|
#37
|
cf.mega poster
Join Date: Sep 2011
Services: 3 phone lines, 100mb broadband, and TV x2 (including one Tivo)
Posts: 2,128
|
Re: Virgin Business Useless
Quote:
Originally Posted by Hugh
As I said before, if it were only that simple (and I have worked in very large companies, Barclays Capital, BT Cellnet, Next, and with companies like IBM, HP/Compaq etc) - there are always people who can play the system, and it is more trouble (especially in a unionised environment) that it is worth....
|
That's where good management comes in.
|
|
|
11-12-2011, 01:33
|
#38
|
cf.geek
Join Date: Jun 2008
Posts: 804
|
Re: Virgin Business Useless
I must admit I have never had an email response from the email page on the Virgin Media Business page, and have tried several times. As has been pointed out they claim to respond in 48 hours!
Once you get through to sone of the team they seem good though.
The website leaves a lot to be desired in the broadband section. Quite why they bothered to update it I don't know, at least before it quoted prices and bandwidths available, but not now.
The new VMB broadband services are 30 MB/s and 50 Mb/s
|
|
|
11-12-2011, 10:11
|
#39
|
Inactive
Join Date: Dec 2007
Posts: 18,398
|
Re: Virgin Business Useless
I've never had an email response but the two time I have filled it in I have been called within a few days by CS
|
|
|
13-12-2011, 14:22
|
#40
|
Inactive
Join Date: Dec 2011
Posts: 39
|
Re: Virgin Business Useless
Quote:
Originally Posted by Kymmy
I've never had an email response but the two time I have filled it in I have been called within a few days by CS
|
Unfortunately that was not my experience.
|
|
|
Currently Active Users Viewing This Thread: 1 (0 members and 1 guests)
|
|
Posting Rules
|
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts
HTML code is Off
|
|
|
All times are GMT +1. The time now is 14:35.
|