virgin cs (indian call centre)-terrible!

robbies_gal

i wanted to try and get my bb package lowered as i see new customers now get 10mb for 12.50

so i phone up cs and say hi can i look at lowering my package price please

cs-yes sure can i have your account number

me-********

ok and your password *******


cs-oh i dont seem to have you on record you got disconnected

me-sorry im disconnected

cs-yes

me-so who authorised this disconection cos i didnt

cs-let me have a look-it was done in 2000

me-well thats impossible as ive had bb and telephone services with you since then

cs-have you given me the right number

me-er yes i know my own number :mad: maybe you should put me through to someone who can help

cs-ok let me check again puts me on hold

cs-ok i have found you

at this point im already annoyed this bloke has no idea wot hes doing

so i then go on to say again- am i on the lowest bb package or is there someway i can lower the bill

cs-you are on 10mb that is the lowest

me-so new customers are getting it cheaper than me and theres nothing you can do to help

cs they are on a reduced package yes new customers only then it goes up

me-but it says it stays at 12.50 after 3 months

cs-no it goes up

me-ok so im paying nearly twice as much as everyone else

cs-no theres goes up

fine can i speak to someone else please



i get put through to a lovely man in the uk who says there is a lower package at 2mb but he'll see wot he can do for me anyway

he says i can have 13 pounds off my package without reducing the speed

now why cant the original csr help in that way-it was like he was reading off a script didnt know what he was talking about and couldnt find me for 5 minutes!

im sorry but this re routing to india is just not working-they just have no rapport with you and its very frustrating

how do i in future get through to a uk call centre as i just dont want to deal with overseas anymore its too much stress and they aask me to repeat everything all the time

Dustykitten

I could write a book on the conversations I've had with them.

Best was when they told me we had no internet connection because of the weather. I asked what he meant and he said it was snowing in my area of the UK, it was a lovely sunny day.

Best response for trying to cut a deal can usually be had from the 'thinking of leaving us' line.

robbies_gal

Dustykitten wrote: »

I could write a book on the conversations I've had with them.

Best was when they told me we had no internet connection because of the weather. I asked what he meant and he said it was snowing in my area of the UK, it was a lovely sunny day.

Best response for trying to cut a deal can usually be had from the 'thinking of leaving us' line.

sorry dusty i know its frustrating but i have to laugh its so pathetic its raining? :rotfl:

i forgot another one

my email wasnt working so i phned up he said they checked the the status and it was fine so it must be my computer(mac) and i have to phone apple to sort it out

well i rang back someone else answered and said no email is down in your area

when i asked why i was told it was my end he said he had no idea :eek:

why cant virgin take the hint and get rid of the call centre over there

kwikbreaks

I've only been with VM just over a month but when calling there is a "I'm thinking of leaving" option - I'd assume that takes you direct to retentions who have the authority to reduce your payments rather than the offshore call centre who can probably only go through a few standard scripted procedures.

Brian_The_Lion

I dont think anywhere is safe these days, I have had recent dealings with Orange, Virgin, T-Mobile, Capital One, Barclaycard & SKY and have they have all been "offshore" that I have spoken to...

I know they are only doing their jobs, but sometimes it is just pointless in having them taking calls... anything that is not instantly searchable on their information system and the conversation hits a brick wall...

robbies_gal

especially when they cant even access you account because you dont exist!

macman

gabbyevs wrote: »

i wanted to try and get my bb package lowered as i see new customers now get 10mb for 12.50

so i phone up cs and say hi can i look at lowering my package price please

cs-yes sure can i have your account number

me-********

ok and your password *******


cs-oh i dont seem to have you on record you got disconnected

me-sorry im disconnected

cs-yes

me-so who authorised this disconection cos i didnt

cs-let me have a look-it was done in 2000

me-well thats impossible as ive had bb and telephone services with you since then

cs-have you given me the right number

me-er yes i know my own number :mad: maybe you should put me through to someone who can help

cs-ok let me check again puts me on hold

cs-ok i have found you

at this point im already annoyed this bloke has no idea wot hes doing

so i then go on to say again- am i on the lowest bb package or is there someway i can lower the bill

cs-you are on 10mb that is the lowest

me-so new customers are getting it cheaper than me and theres nothing you can do to help

cs they are on a reduced package yes new customers only then it goes up

me-but it says it stays at 12.50 after 3 months

cs-no it goes up

me-ok so im paying nearly twice as much as everyone else

cs-no theres goes up

fine can i speak to someone else please



i get put through to a lovely man in the uk who says there is a lower package at 2mb but he'll see wot he can do for me anyway

he says i can have 13 pounds off my package without reducing the speed

now why cant the original csr help in that way-it was like he was reading off a script didnt know what he was talking about and couldnt find me for 5 minutes!

im sorry but this re routing to india is just not working-they just have no rapport with you and its very frustrating

how do i in future get through to a uk call centre as i just dont want to deal with overseas anymore its too much stress and they aask me to repeat everything all the time

You are aware that the 'lovely man' has put you on a new 12m contract though? Any change to your VM package starts your contract period anew.

robbies_gal

macman wrote: »

You are aware that the 'lovely man' has put you on a new 12m contract though? Any change to your VM package starts your contract period anew.

yep he did say that before we went ahead-i dont mind so much as long as i dont have to talk to their crappy cs

spike7451

Blame Barclay Knapp for that! He's the American idiot owner of NTL who greedily bought up everthing in sight & nearly bankrupted NTL when the telecomms boom went bust,which led to thousands of employees of NTL being made redundent & led ultimatly to outsourcing to contractors & Indian call centers.
But it has a happy ending,Knapp & his 2ic,Leigh Woods,jumped ship before things got really bad,earning a nice solid gold parachute in the process!!

grimlea

gabbyevs wrote: »

now why cant the original csr help in that way...

Because the person you spoke to in the UK works in retentions - only retentions have access to these deals - the guy in india would not be able to put you onto this deal. The guy in india actually really helped you out a lot as he passed you through to the only people who could put you onto that deal.

gabbyevs wrote: »

how do i in future get through to a uk call centre as i just dont want to deal with overseas anymore its too much stress and they aask me to repeat everything all the time

i'm assumiung you have virgin landline - dial 150 - keep selecting option 2 - that will get you through to retentions - they are based in Teeside and Sheffield.

robbies_gal

grimlea wrote: »

Because the person you spoke to in the UK works in retentions - only retentions have access to these deals - the guy in india would not be able to put you onto this deal. The guy in india actually really helped you out a lot as he passed you through to the only people who could put you onto that deal.





i'm assumiung you have virgin landline - dial 150 - keep selecting option 2 - that will get you through to retentions - they are based in Teeside and Sheffield.

only because i asked! and what about the fact that he said therewas no lower package to go on when there was?

thanks for the tip