@Asherd7 wrote:
My account isn't locked nor is the second what was affected and I feel with something as major as this a bit of transparency should be given considering how many agents as a whole we have all dealt with who have told us there isn't an issue.
Well, to be fair, the VM agents are simply third party, contracted call centre workers, whose entire knowledge of VM’s systems is nothing more than they read from the screen in front of them, I’d be considerably surprised if most of them have ever seen a VM hub in the flesh (so to speak), so I suspect that their actual knowledge of what is actually happening is slightly less than my cat has! Of course, there is always the rogue agent who happens to half overhear a conversation in the corridor and repeats what they think they heard to a customer. But, of course, always consider that the job of the call centre workers is to get you off the phone as fast as possible, and if that means relaying some gossip or, frankly, just make something up - well so be it, because the stats on how many closed calls are done per day is all that is important!
Now in this case, considering that I have worked in this industry for quite some time, a couple of things really do make me a little suspicious.
a) The lack of posts from members of the forum team, or indeed any of the VIP forum members. In itself this does smack of a bit of ‘oh something bad has happened, we don’t know how bad but for now just say nothing to anyone - pretend it hasn’t happened’. And of course the sanction for forum team members (VM employees) is disciplinary action, and for VIPs, well, the potential loss of whatever privilege they think it bestows, if they stray off message!
b) And now the obviously marketing/legal driven written response which does seem to have been shot gunned out to anyone posting about email lockout issues. Presumably the pressure has become so much that they feel the need to make ‘some’ kind of response - but, personally, whenever I’ve seen the phrase ‘a small number of customers’, that really sets the alarm bells ringing.
Now of course, there could be a perfectly innocent reason, failed server upgrade, faulty software update, someone pressed the wrong button - fine, these things happen, nobody and no company is perfect, [REMOVED] stuff sometimes happens! The lack of transparency and seemingly willingness to cover it up and hope that nobody notices is what drives companies into oblivion.
Just saying…..
[MOD EDIT: Inappropriate language removed, please review the Forum Guidelines]
