@DanB3 wrote:
Snip...
your systems are riddled with defects and creaking at the seams. Your call centre staff are flying blind and give different answers depending on the day of the week. They don’t stand a chance navigating this mess.
all round a very frustrating experience, but par for the course with Virgin. Roll on my contract running out.
And this, alas is a microcosm of the VM customer experience. Now I'm sure that what they have in place, sort of works for the vast majority of customers, otherwise they would have been out of business years ago. And that's fine, the problems all seems to be around the minority of customers who do experience issues, in which case it does seem that all four wheel immediately fall off of the VM customer support wagon!
It does seem that it is all geared around the idea of 'let's have the minimum support service we can get away with which does work for the, say 90-95% of customers, where a 'switch it off and on again' model works or follow this script and it'll probably sort the customer out.
But what about the 5-10% of customer issues which are more complex and this simple 'support by-rote' method doesn't work? Well, it seems, tough, sucks to be you, no?
The Netflix issue is a case in point, now I'm absolutely sure that for the vast majority of customers, they'll not see any problems, alas for the minority, when there are issues, then, boy, are you in for a world of pain? And unfortunately, experience from this forum tends to the conclusion that VM, as a corporate entity, basically doesn't care - I suspect that individuals on here, do actually care but are hamstrung by corporate policies and procedures.
I'll give you an example, VM have a customer base of some six million customers - now let's imagine that, oh, 20%, take up the Netflix offer - that'll be 1.2 million people. Now furthermore, 99% of these have no issues and 1% do, doesn't sound too bad, no? Well except that's some 12,000 customers. Now how many resources do you think that VM might have allocated to sort out issues with and deal with, 1% of their customer base? Although they now have some 12,000 complaining customers to wade though and resolve!
Now add to this the general lack of training for the front line call centre staff, they really don't know what is going on, but are 'incentivised' ('say this or lose your job'), to 'successfully close a call ASAP'. It's not just me, is it, everyone else can see the issue here, no?
