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Yesterday I phoned Virgin to try and arrange to get Broadband Installed for my mum. She is already an NTL phone customer. Seemed as though I got through to an 'Indian call centre' as they could hardly understand what I was trying to say, I had to keep repeating myself and the person was not very knowledgeable avout Virgin's own products. All I wanted to do was get broadband installed and a wireless router in with the deal but they said they do not do wireless routers.
I have been on to the Virgin Media website today and saw them advertising Wireless network kits for £39.99 and saw a Mini router for £47.99. So, I phoned Virgin again today, again another Indian person on the line who was not knowledgeable and they said that they do not sell wireless routers and when I mentioned "you are advertising them on your site" he seemed oblivious to the points I was trying to make "well, you should not be advertising them on your site, it's classed as false advertising!" he did not even understand. I was getting really annoyed by this time and tried to find an e-mail address for Virgins complaints department, could I find anything? Virgin make it hard as possible for customers to actually make complaints against them. I also believe it is against the law in England not to have a complaints procedure advertised. I have never known a 'customer service' department like it.
Why do company's such as Virgin, sky etc. have Indian call centre's? Because they are not giving a better customer service, they are just trying to save themselves money. I wouldn't mind so much if these call centre's could speak proper English and understand what people are trying to say, but in the majority, they cannot.
Andrew Horwell
