@Portery wrote:
Yet if you look at the past complaints vm are improving but also vm introduced a resolve team in that quarter so if there is no improvement in the next quarter then it would be disappointing. Vm in the background are taking big strides to help the overall experience.
Any idea of improvement is by taking a very selective (and thus very-VM) approach where Q1 2021 is your start year. Back in 2013-16, VM managed about 7.5 complaints per quarter per 100k customers. Since then the VM results have shown trend increase, and the current level of 18 per Q per 100k is bang on the rising trend. The fact that Q1 2021 was especially bad doesn't mitigate or anull the trend. In fact, if you want, the data's available, work out what a ten year trend line is for VM complaints - I've just done that, and whether the start period is 2010, 2013, 2016, or 2019 a simple linear trendline is sloping upwards meaning complaints performance is getting worse.
Big strides to help improve the experience? In your dreams, matey. Ignoring the trend, these latest Ofcom numbers show VM complaints some 60% above the industry average, but that average is materially affected by VM themselves. Take VM out and I'd hazard the other players average would be such that VM would be approaching 80% above. Against Sky (who I know full well are considerably less than perfect), VM had four and a half times as many complaints, and BT/EE have managed to go from considerably worse than VM to considerably better with a decade of modest but continuous improvement.
Read the complaints that repeatedly crop up here, and on Trustpilot. Too often VM make speaking to a competent human difficult or impossible. The company take no ownership of faults or problems. The online account management is primitive, the phone menus unhelpful, the offshore staff poorly trained and disinterested, the installations process is broken, the complaint handling a shambles, there have been regular howls of protest over Netflix implementation problems for nigh on a year now, setup of new or renegotiated contracts is regularly faulty, etc etc And now VM have baked in massive contractual price rises as well.
