Customer service from VM

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RompelStompel

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GTVM , Stanley & Darlington

Thanks for resolving the issues with the 128K VM sim.

Good customer service - convinced me to stay with VM !
 
RompelStompel said:
GTVM , Stanley & Darlington

Thanks for resolving the issues with the 128K VM sim.

Good customer service - convinced me to stay with VM !
Click to expand...

Fortunately a SIM is easy to fix, having a reliable network when you don't have direct access to it is another matter.

I applaud GTVM for trying, but it is not good enough anymore. Neither of the two issues I had raised had been addressed.

The missing airtime is still just that ....... missing.

As for the quality of the network, throughput, stability, disconnections and POP and SMTP filtering ............ no answers.

The network guy that called from Cell-C had a mail order diploma in RF and a speech impediment, have not heard from them again since they asked for my address.

Anyhow 6MB to go and then I am out of here. Will keep the Virgin SIM for phone pranks and to annoy the helpdesk.

It is time to loose my Virgin'ity ..........
 
Missing Airtime

Hi MyDraadloos,

I apologise for the issue, I was under the impression that our Credit Team applied a goodwill credit exceeding the potential amount of the missing airtime whilst we try and find the problem, at this point I have received an all clear, but given your original message - I can't accept that just yet, and keep pushing.

I am following up on your credit as we speak, and the data from the network - the issue there is it looks like gibberish and will await something that is customer friendly

Gerald.
 
GTVM said:
Hi MyDraadloos,

I apologise for the issue, I was under the impression that our Credit Team applied a goodwill credit exceeding the potential amount of the missing airtime whilst we try and find the problem, at this point I have received an all clear, but given your original message - I can't accept that just yet, and keep pushing.

I am following up on your credit as we speak, and the data from the network - the issue there is it looks like gibberish and will await something that is customer friendly

Gerald.
Click to expand...

I never received any goodwill credit only my VM rewards. As they never got back to me with answers I would have to assume that the R100 was intended to be hush money.

Same goes for the technical side. They have no intention of giving quality feedback.
 
Hi My Draadloos,

Then I must apologise again it is not hush money, if a problem exists there is a chance it can happen again, I need to have it resolved at its core.

The R100 is the goodwill credit, clearly we have not indicated it as such.

As for the data issue, we have requested the network to contact you, make an appointment to visit you and identify the site specific issue, we have also logged several Trouble Tickets from members of the forum.

I will get you the latest status of that case.

Regards,

Gerald.
 
i got a phone call from a virgin/cellc techie today, also got my address and all to come see me, i hope we can sort it out, but its too late now as i just got mtn databundle today
 
GTVM said:
Hi My Draadloos,

Then I must apologise again it is not hush money, if a problem exists there is a chance it can happen again, I need to have it resolved at its core.

The R100 is the goodwill credit, clearly we have not indicated it as such.

As for the data issue, we have requested the network to contact you, make an appointment to visit you and identify the site specific issue, we have also logged several Trouble Tickets from members of the forum.

I will get you the latest status of that case.

Regards,

Gerald.
Click to expand...
Gerald,

I'm most disappointed to see that VM has not learnt from its mistakes.

I believe this to be a case of a failure to follow though.

Clearly, nobody is actually owning the problems reported (assuming the report was entered :rolleyes: in the first place)

This has happened in just about all the problems I have experienced, including the 'attempts' to send a new 128K SIM.

Leaving it to Cell-C to call and follow up is clearly not working - and this example is far from an isolated one.
 
Skeptik said:
Gerald,

I'm most disappointed to see that VM has not learnt from its mistakes.

I believe this to be a case of a failure to follow though.

Clearly, nobody is actually owning the problems reported (assuming the report was entered :rolleyes: in the first place)

This has happened in just about all the problems I have experienced, including the 'attempts' to send a new 128K SIM.

Leaving it to Cell-C to call and follow up is clearly not working - and this example is far from an isolated one.
Click to expand...

Hi Skeptik, I had a long chat with Gerald this afternoon. And it would seem as if they are getting treated like a "customer" by Cell-C. They claim that since there are no problems for their Cell-C data users then there surely can't be any problems for the Virgin users.

Shame, at least they are still trying ........ he could have simply run away if he wished, but on the other hand I am spending my hard earned cash and require my pound of flesh. Nothing rotten or over salted biltong ......... please.

It is like any deal ; you have to have full control to be able to offer good service. Having a funky call centre ain't gonna help when the technical output ends up in a waste paper basket at Cell-C.
 
Skeptik said:
How long did this take to happen?
Click to expand...


They also took my address and other details six weeks ago and they were coming to see me the on the tuesday the following week and no one pitched and no apology phone call either which is a normal business practice in SA but i think that when they heard i lived in CT they opted out of doing anything. It's really all talk and no action. So if they lose my business then at least they know why. It seems to me that CellC is an ailing company and there was a rumour that VM were taking them over, if only RB would then that would be the end of all their problems
 
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