Skeptik
22-07-2007, 02:35 PM
Despite reporting several issues with Virgin, according to one of their reps, there is little or no record of them. In fact despite speaking to one high-profile rep on numerous occasions, his name appears nowhere on my customer history.
I queried this problem further and discovered that reps had recently undergone new training and had new procedures for reporting problems. One of the stipulations is that customers have to provide an IMEI number BEFORE any fault can be reported. In fact if you do not give this to them they WILL NOT report the fault.
I had a similar issue some months back when VM operators were insisting on my ID number before logging a fault.
Many operators didn't bother even asking for ID and by default, never logged the call. One even told me that they had no fault -reporting system and thus could not provide any tracking number.
I found out VM could provide a PIN/Password for identification purposes so that there would be no need to go through the lengthy ID, Name, Number process. Despite assurances that this would happen, I have not been asked for that PIN (EVER :eek:).
What I'd like to know is why they are making it now more difficult to process complaints? Also, why have they apparently not recorded my IMEI number which I provided at the time of registering my SIM. They seem to have my name, so obviously they didn't bother doing the rest.
There are currenly still many problems with the VM service, despite assurances from them that "All is now working". Unless and until they fix these, we need to report all issues to them and to ICASA, with a note that VM simply do not take them seriously. There is ample evidence on this forum that the same problems have been occuring over and over, week after week for months without much consistent improvement.
I queried this problem further and discovered that reps had recently undergone new training and had new procedures for reporting problems. One of the stipulations is that customers have to provide an IMEI number BEFORE any fault can be reported. In fact if you do not give this to them they WILL NOT report the fault.
I had a similar issue some months back when VM operators were insisting on my ID number before logging a fault.
Many operators didn't bother even asking for ID and by default, never logged the call. One even told me that they had no fault -reporting system and thus could not provide any tracking number.
I found out VM could provide a PIN/Password for identification purposes so that there would be no need to go through the lengthy ID, Name, Number process. Despite assurances that this would happen, I have not been asked for that PIN (EVER :eek:).
What I'd like to know is why they are making it now more difficult to process complaints? Also, why have they apparently not recorded my IMEI number which I provided at the time of registering my SIM. They seem to have my name, so obviously they didn't bother doing the rest.
There are currenly still many problems with the VM service, despite assurances from them that "All is now working". Unless and until they fix these, we need to report all issues to them and to ICASA, with a note that VM simply do not take them seriously. There is ample evidence on this forum that the same problems have been occuring over and over, week after week for months without much consistent improvement.