Customer service - what is point of survey

[elbereth]

I am fed up to the teeth of the pointless customer surveys - you make a complaint - the complaint ticket is immediately closed with std response - we tried to contact you (lie) and you were not available 

Then you get survey asking if your were satisfied and you reply NO - and then nothing happens - I've even complained about the surveys!

Was promised a call back once - it never materialised!
Was promised a booster pod - in theory to passify me after  reporting phishing calls - that never materialised
I managed to escalate once and then was promised an update- guess what ticket was closed and got another survey

[goslow]

Your experiences are echoed in the latest OFCOM report about telecoms/pay-TV complaints

https://www.ofcom.org.uk/__data/assets/pdf_file/0026/223955/Telecoms-and-pay-TV-complaints-Q1-Januar...

where VM came bottom in 3 out of 4 categories (the issue of making complaints to VM being a key factor in VM's poor showing)

Your most recent post shows as being to do with the fake-McAfee email spam outbreak. Is this what your complaints were to do with or do you have any other VM problems that the 'Home Phone' forum might be able to help with?

[elbereth]

complaints were about trying to get VM to take some ownership of phishing/fake /nuisance calls.  Personally given the amount I pay them monthly as a user of most services I feel they should include call blocking as part of their service not expect it to be paid for.  They never handled my complaint at all, just kept closing tickets because I was unavailable - which is hilarious as I WFH and sit by the phone probably 14/24 hours of the waking day - not to mention the answerphone or email options 🙂 

[goslow · Accepted solution]

Sadly, much of VM's operation does seem to rely on flawed automated processes which results in a lot of random nonsense happening (such as VM claiming to have tried to contact you when they obviously have not). You can submit a complaint to OFCOM if you are minded to

https://ofcomforms.secure.force.com/formentry/SitesFormCCTMonitoring

This will not be individually investigated but will contribute to building a general picture about VM's business practices.

Unfortunately, VM have no answers for the matter of scam phone calls. Customers are just expected to put up with them or deal in their own way with them. I use this

https://www.truecall.co.uk/category-s/116.htm

and it has 100% stopped scam calls to my number. It screens calls rather than trying to block individual numbers. Some BT phones have a cut-down version of trueCall built in with core features but with less ability to customise how the calls are processed. Search on the VM forums for trueCall for further detailed info.