Originally Posted by Saul's Grandad (Post 36124509)

Our current VM contract expires this month so I tried to call Retentions this afternoon. However, instead of getting through to the UK call centre, I got through to a foreign call centre. The lady I spoke to was doing her best to be polite and helpful but the line was very poor so I missed a lot of what she was saying. She was obviously working through a script and didn't want to go to the nitty gritty of seeing what deal could be arranged. I made my apologies and ended the call because I was missing about half of what she was trying to say.

Is there a best time of day to call Retentions to get through to the UK call centre? They have always been very helpful and bad lines are not a problem. They can usually sort out a deal straightaway without having to go through a script asking for my favourite channels etc., which is why I would rather speak to them.

Originally Posted by daveeb (Post 36124532)

Early, 9 am if possible. I've always got UK ringing at that time. In the afternoon it's a lottery. I also suspect you may have a better chance if you ring 150 from a VM landline (if you have one) rather than a mobile but that's just a hunch.

Originally Posted by Saul's Grandad (Post 36124724)

I phoned this morning and got straight through to Retentions at a UK call centre. The lady i spoke to was extremely helpful and polite and managed to sort out great deal for me...essentially the same as we have now but with a slightly bigger discount (result!). She even arranged for someone to come out to fix our outside cable junction box, whose cover has been broken for months, which I tried and failed to sort out with VM back in the bad old lockdown days, when you couldn't speak to an actual person without waiting for hours.

Originally Posted by Rillington (Post 36130717)

Which aspects of VM's customer service are offshored and which are based in the UK?

Originally Posted by Rillington (Post 36130828)

thank you for the reply.

Anyone care to hazard a guess as to why almost all of their customer service is offshored?

Originally Posted by Rillington (Post 36134553)

If overseas and outsourced call centres are used as an overflow, I am curious as to why, if correct, that only retentions is UK-based.

Originally Posted by Rillington (Post 36135269)

even retentions now seems to be at least partly outsourced and offshored.

Originally Posted by Rillington (Post 36149399)

Are there any parts of the VM customer service operations that are still based in the UK?

Originally Posted by Rillington (Post 36149399)

It now seems that retentions has now been offshored. Are there any parts of the VM customer service operations that are still based in the UK?

Originally Posted by RichardCoulter (Post 36149455)

After Marks & Spenver closed our store, I decided to try buying some clothes via their website. I have had far too many problems to go into, but I was shocked to find that this once great company now uses an offshore call centre.

The nonsense and blatant lies have been jawropping. I am so disappointed that this once bastion of excellence customer service have reduced themselves to this.

After many decades i've decided to stop using them.

Originally Posted by spiderplant (Post 36149402)

Yes

Originally Posted by daveeb (Post 36149423)

When (date and time) did you ring them? I rang retentions two weeks ago at 9am and got UK.

Originally Posted by Rillington (Post 36149675)

Which aspects of VM's customer service is still UK-based?

Originally Posted by spiderplant (Post 36149679)

Can be any of them. You call gets routed to whoever is available.