Beware of Virgin Media changing things!!

hoyles10

The only person this engineer was phoning was his mate to arrange going round for a brew when he'd finished at ours.

23n1th

I love the way you tried to warn people about this and the first couple of replies are "that can't be true". Thereafter you have to justify your warning, love it.

I_know_my_ABC_and_my_CMYK

hoyles10 wrote: »

The only person this engineer was phoning was his mate to arrange going round for a brew when he'd finished at ours.

Then he's obviously done it out of your ear shot, probably when sat in his van before he left. Naughty.

custardy

23n1th wrote: »

I love the way you tried to warn people about this and the first couple of replies are "that can't be true". Thereafter you have to justify your warning, love it.

what would an engineer get out of changing someones package?
having had VM out many times for various reasons,Ive yet to have any form of sell from an engineer

gaz_jones

23n1th wrote: »

I love the way you tried to warn people about this and the first couple of replies are "that can't be true". Thereafter you have to justify your warning, love it.

And now they've gone very quiet.


Dmg24, how do you know the engineer doesn't have permission to change packages? I'm guessing you work for Virgin? Perhaps this is something you could look in to if they aren't meant to have that kind of access?

Sadly I imagine it was guess work that made you say they don't have sufficient system access.

spike7451

dmg24 wrote: »

I agree, added to which the engineer does not even have sufficient system access to change packages!

As an ex-NTL/VM engineer,I agree.The engineer would have had to phone up & get the old box swapped out with the new one & the system's updated to reflect this.The only engineers who have access to a customers account are team leaders & managers.The ordinary engineer like myself does NOT have access to such information.
Yes,us engineers are on a bonus but that apples to meeting targets like "no repeat faults," ect.They tried to get us to upsell services but that failed because a customer who has a fault won't want to sign up for a new service,so it was binned.
It's more likely that someone in Customer Services cocked up & is blaming the engineer,or the box was upgraded to a different model.However I doubt very much it's the engineers fault,more like someone in the office.
(AND I'm going by over 10 years experience!)

I_know_my_ABC_and_my_CMYK

gaz_jones wrote: »

And now they've gone very quiet.


Dmg24, how do you know the engineer doesn't have permission to change packages? I'm guessing you work for Virgin? Perhaps this is something you could look in to if they aren't meant to have that kind of access?

Sadly I imagine it was guess work that made you say they don't have sufficient system access.

http://forums.moneysavingexpert.com/showpost.php?p=43700778&postcount=11

Whether or not they get commission for this I have no idea but the engineer said it would work out cheaper to have 50meg broadband and the full package television and some phone deal for the very expensive price of £97 per month.

I_know_my_ABC_and_my_CMYK

spike7451 wrote: »

As an ex-NTL/VM engineer,I agree.The engineer would have had to phone up & get the old box swapped out with the new one & the system's updated to reflect this.The only engineers who have access to a customers account are team leaders & managers.The ordinary engineer like myself does NOT have access to such information.
Yes,us engineers are on a bonus but that apples to meeting targets like "no repeat faults," ect.They tried to get us to upsell services but that failed because a customer who has a fault won't want to sign up for a new service,so it was binned.
It's more likely that someone in Customer Services cocked up & is blaming the engineer,or the box was upgraded to a different model.However I doubt very much it's the engineers fault,more like someone in the office.
(AND I'm going by over 10 years experience!)

The engineer that changed my brothers didn't have access to his account, he phoned it through. He was there changing a faulty box.

dealer_wins

hoyles10 wrote: »

In fact here's the email we've just received from them:

From: Malik, Shakil <[EMAIL="Shakil.Malik&#64;virginmedia.co.uk"]Shakil.Malik@virginmedia.co.uk[/EMAIL]>
Date: Tue, May 17, 2011 at 1:20 PM
Subject: confirmation email from virgin media
To:*********


hi, my names shakil i'm a customer relations advisor from virgin media, i have been dealing with your call today in which you rang up unhappy that an engineer had changed your package without consulting you regarding any contract which you were not happy with as did not want to be tied in any contract status, so after discussing this with you on the call, i have put you back onto your old package which was e/w calls and the l bb which is 10 meg without any contract obligation, so this would role on as normal just as before.
virgin media
customer relations

That email sums up the poor literacy of customer service reps these days perfectly LOL

Mk14:37

Reading that terrible e-mail, it suggests that you called up and complained that the engineer changed your package and the CSA reflected this back at you, rather than confirming authoritatively that this was actually what happened.

Personally, I think that the title of this thread is only half right - the first half. Beware of Virgin Media - the rest is superfluous! :rotfl:

Can I also suggest that you forward that pitiful e-mail back to Virgin Media and ask if that level of grammar and punctuation is really considered appropriate?