Best Retention Service...ever
02-04-2012, 22:34
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#1
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Inactive
Join Date: Sep 2010
Location: Edinburgh
Services: 20mb/XL
Posts: 4
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Best Retention Service...ever
I rang retention today (02/04/12) to complain about the service I received from the faults department. Spoke to a lady called Rabina. Just want to say, in the four years I have been a customer, she was the best person I have ever spoken to at Virgin. She was extremely professional in her job. She spoke calmly, listened to what I had to say explained it all to me, but more importantly, calmed me down. Her voice never raised at all during our 20 minute conversation. She should be a Supervisor.
If you ever need to speak to retention, then ask for Rabina. Virgin should be proud to have an employer like her
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02-04-2012, 22:47
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#2
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Permanently Banned
Join Date: Apr 2011
Age: 56
Services: XL TV, XL Phone, 30mb BB, 1TB Tivo
Posts: 3,722
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Re: Best Retention Service...ever
I have to say that I have always had good service from anyone in 'retentions'. I always call them and not general CS. For one thing I can actually understand what they're saying
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06-04-2012, 19:44
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#3
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Inactive
Join Date: Dec 2008
Posts: 116
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Re: Best Retention Service...ever
"she calmed me down"
lol
most people in retentions are pretty good i've found
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06-04-2012, 20:18
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#4
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George Bromfield
Join Date: Jun 2008
Location: Liverpool
Services: virgin 500 bb phone xl sky Q
Posts: 99
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Re: Best Retention Service...ever
I have found them very helpfull
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06-04-2012, 22:57
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#5
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cf.mega poster
Join Date: Jan 2012
Location: Deepest pits of Hell
Age: 39
Posts: 4,966
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Re: Best Retention Service...ever
By and large the few times I have had need to call Customer Services they have been a credit to Virgin. The only thing I do have an issue with is the sourcing out to India for the call centre jobs. Not because I am against them having jobs, but some of the people have such thick accents that it takes a few attempts to understand each other but they are patient whilst I understand their point.
SKY CS on the other hand, they cut you off after answering the phone call; don't listen to anything you say just stick to a checklist. And then only do something when you threaten to take the complaint higher up or to someone like Watchdog!
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09-04-2012, 14:20
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#6
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cf.member
Join Date: Mar 2009
Location: Leeds
Services: Virgin 50mb,tv,phone
Posts: 29
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Re: Best Retention Service...ever
Yes retentions are pretty good but not perfect.They originally told me the package i wanted was for new customers only (not for loyal customers who have been with them from the beginning - jones cable i believe it was then called)
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18-04-2012, 12:04
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#7
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Inactive
Join Date: Jul 2005
Location: London
Services: BT Broadband,BT Anytime calls,Sky entertainment extra HD,Vodafone pay monthly
Posts: 1,512
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Re: Best Retention Service...ever
From what i've noticed with anyone I speak to at Virgin Media in the UK not india, they always try to sell me something like I called the investigations team to change my phone number and then offered to increase my broadband speed to 60mb for an extra £1.50 per month subject to a new 12 month contract. Another time I rang to remove a calling feature, they tried to sell me XL phone (Talk unlimited) from Talk Weekends for an extra £6, not been funny but isn't the same calling plan with free calls to 0845 and 0870 numbers just £4.95 on BT and £5 on Sky?
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18-04-2012, 13:20
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#8
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Do I care what you think
Join Date: Jul 2006
Location: Cardiff South Wales
Age: 73
Services: V6 ,Virgin L. Phone Broadband.sky go Netflix
Posts: 4,277
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Re: Best Retention Service...ever
Have to say never had any problems with any part of customer services. In fact overall very happy with services offered by Virgin. TiVo is another story !
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