Sorry but this is a long rant
2nd time this has happened - Once a few years back with a Tivo Box and now with a TV6 Box.
We had Thunderstorms a few days ago and it looks like the Lightning fried our TV6 box, plus in turn took out our TV aswell. I contacted VM and all I got was there is a fault in your area it is being fixed. - No the TV6 Box is dead (no lights etc). Eventually they decided that they would send an engineer out on the 25th, but there would be a £25 charge - my reply was No I'm not paying £25 for you come and replace your equipment - chat closed.
But as this was done on the chat line and I was responding to their chats between driving the chat was dropped 3 times and 3 times I had to start all over again.
The next day I called - by phone this time - eventually got through to a person (who spoke very bad english!) I explained what had happend and she said they need to send an engineer to check all the cabling and as it might be damaged from the Lighting strike. - No there had not been a ligthing strike, the TV6 box had died from possibly electrical interference, it was just a dead TV6 box. I asked her to check if an engineer had been arranged for the 25th - her reply wass No you have no booking sir! - Can't you just send a TV6 box through the post for me to plug in - No. Oh and by the way sir you could ugrade to TV360 and have all the sports channels for £2 extra.
I did ask what about the fact there is a known fault with these boxes that send power down the HDMI port when they fail and take-out what ever is connected - in our case our TV! - No we don't cover that sir, you'll have to get that repaired at your cost!
New engineer appointment for the 24th (12pm to 4pm)to just switch a TV 6 box. - Stayed in - No engineer turned up!
Called them again and this time (another hard to understand person) said all engineer appointments had been cancelled as the fault had been cleared in the area. - NO my fault is a dead TV6 box, Oh we'll send you one in the post! He then went into sales mode asking if I wanted to upgrade to include Sports on my package for upgrade to TV360.
So now I'm getting a TV6 box arriving by Yodel, Still got the cost of a TV repair or New TV and paying a fortune each month for bad customer service.
Why is it so difficult to get any sense out of Customer Services. I understand that it's cheaper to have call centres abroad, but please makesure the persons who are receiving the calls can speak english.
