And I’m sure that nobody can blame you for actually leaving; VM’s actual product is fairly good, but it is, as you say, their appallingly poor customer service provision which will eventually put them out of business. The drive to push more and more support to third party call centres, staffed by people who evidently have zero knowledge of what they are apparently supporting, are limited to simply reading from scripts in front of them, and when that all fails are prepared to simply lie to customers (you will get a call back, the engineer will definitely be there by 6pm, this has been escalated to IT and expect a resolution within….etc). Since the same stories have been mentioned on here for years and years and despite repeated platitudes by the forum team members on here, ‘this is not the service we aim to provide’ - hint:yes it is, ‘we will feedback your concerns to the team’. But yet nothing changes!
We surely have to conclude that nothing changes because it simply is what VM’s management want, it’s cheap, and it’s cheap because it’s no good - no doubt the call centres all have performance targets, ie ‘close x number of calls per day’, and the managers really don’t care how this is done; hence if in doubt outright lie to customers, close the call, tick up another success!
The sadest thing of all is this forum, and the forum team themselves. In the old days, they were from the technical staff in, I think Cardiff’. Now they are social media people with, and I’m sorry to say this, with as much technical knowledge and understanding of how this all works, as a house brick. And that’s OK, they aren’t employed to have any technical ability or understanding, can they make a good TikTok post, Facebook, X skills, fine, you’re in!
Case in point, in this very thread, you are advised to use ‘Bling’ (sic) rather than Safari, and later the same forum team member says to use the ‘Bing browser’ which as you rightly says doesn’t exist. Complete lack of any sort of technical knowledge.
Then we have the post from ‘newapollo’ who at least has tried to give some context to the mangled answer from an official forum team member, by then way, the answer to your question as to why Mathew couldn’t have explained it as well, is because Mathew didn’t actually understand anything he was posting, just make another post, chalk up another number, that’s all he’s paid to do!
Oh and have you downloaded the ‘Bing Browser’ yet as (officially) advised by VM? Do bear in mind that the forum team are VM employees and what they claim can be construed as official recommendations by VM as a whole.
Of course bing is simply a search engine, which happens (happened) to surface as the top result a technique that seems to work for some. It would have been better if someone, anyone, maybe a VIP member, God forbid, could have posted the actual URL to the ‘solution’, because search engine results can and do change. So saying ‘search for this in Bing and follow the first link, won’t cut it because the first link can change at any time.
Tell me, how many different members of the forum team have you interacted with, how many PMs to ‘pass security’, how many promises did they make, how often did they repeat the same thing and make the same excuse?
In a previous existence, I once posted on here that the forum team were the one beacon of light in the Stygian gloom of VM’s sorry excuse for a customer support provision. Alas no more, they exist simply to bury problems in a ‘let’s take this to PM’ and then tumbleweed, oh with one exception, a certain member does actually update the thread with what has been done in the background - no doubt they will sack her soon for ‘being too helpful’!
