Reply to post: Re: New builds

Not a death spiral, I'm trapped in a closed loop of customer experience

John Brown (no body) Silver badge

Re: New builds

"Often, call centre staff can’t change it either."

I had an issue with Netflix the other day, signed up via the Virgin Media STB. I went around the loop of Netflix/VM/Netflix/VM about four times, each saying they could do nothing, call the other. Eventually I got a tad annoyed and on speaking to yet another VM 1st liner and reciting the sorry story all over again I said I was getting so annoyed I was tempted just cancel the entire account. Next thing I know I'm on hold for 30 seconds and then speaking to a nice lady in Scotland who sorted it all out for me.

She was in the retentions department. The very mention of cancellation triggered a whole new process which resulted in a shitty "user experience" suddenly ending with a decent resolution.

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