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'"Surprised to be contacted by the rudest, most aggressive human..."' blog discussion
edited 27 February 2012 at 4:34PM
in Martin's blogs & appearances & MoneySavingExpert in the news
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This is the discussion to link on the back of Martin's blog. Please read the blog first, as this discussion follows it.
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Read Martin's ""Surprised to be contacted by the rudest, most aggressive human being in the world" " Blog.
Please click 'post reply' to discuss below.
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Classic.
Back in the days when NTL tried to monopolise the cable market (and got in a horrible mess with customer service issues, not to mention becoming a node for the distribution of computer viruses)
there was a masterful rant that went viral on the interweb and hopefully helped introduce the directors of NTL to the meaning of "Hubris".
I wonder if anyone still has a copy ?
As a former customer of "Diamond Cable" and virus victim, I remember it well.
You will remember it if you do have a copy - it was the email that described the organisation as staffed by "b0llock-jugglers", but we all realised that was code for wally bankers.
The rest is as they say history.
http://en.wikipedia.org/wiki/Virgin_Media
I have taken to recording the calls and transcribing them ( for my own use to aid recollection not to replay hint hint) verbatim, and offering them to their PR companies to respond to prior to publication.
It has yielded an almost instant response, two relented, and one said we will sue, I said ok which court and when, and they too relented.
It made them listen, listen to me.
Actively hunting down the person who invented the imaginary tenure, "share freehold"; if you can show me one I will produce my daughter's unicorn
Last time it was the manager who was rudest of the lot, telling me that I hadn't bought the sim as there computer had no record of it being issued and their computer was incapable of making mistakes.
Calling back 10 minutes later and speaking to a different team the problem was recognised instantly as their technical briefing had warned therm of the problem.
It cost them quite a bit as I've not used them since and a friend cancelled his company's contract after realising that his own problems weren't isolated.
I had an issue with "T mobile" with some little jobsworth "supervisor" in the call centre telling me I did not have an issue and getting a tongue lashing from me. I recorded the call using a speaker phone and a 30 year old cassette player. "I am recording this conversation ......." in response to their "we are recording...." sometimes works wonders.
By doing some internet research ("say no to 0870" that sort of thing) - I eventually managed to get through to the finance director's secretary who agreed that I did have an issue and I got a letter explaining how they would handle it.
I've discovered injecting humour into a complaint gets better results than a complaint that is a full on hostile rant.
This one ?