I wonder if the people involved really get the feedback?We've had some intermittent issues with our Virgin broadband recently, nothing that some patience and the odd router reset wouldn't resolve, though it eventually came to a head when even the most saintly-ist person couldn't appease the wifi gods (I'm not advocating sky here - it's just a really funny clip).
Clearly in need of technical help at this point, reaching out to Virgin was the next step.
Now, these days I'm wary of contacting companies for help; we've all been there and we've all been burned. I'm also spoiled as I work with some exceptional award winning support staff, where together we strive to help our customers, 1st time and in a friendly manner. So I know what's involved in providing good support; and by default I project this onto all dealings with any support person.
I was pleasantly surprised by Virgin's technical support team, even though it was ~6:30pm on a week day and the fault was intermittent, they still took my call, ran through the usual checks, tested the line, detected a fault and immediately offered an engineer site visit the following day, between 8am and 12pm.
Now that's first class service, a fault exists, they want to fix that fault as quickly as is possible. The engineer visited at 8:30am the next day and replaced all the hardware connections into my home, as well as the cable modem to be safe. No fuss, no costs incurred, just a thorough engineering belt & braces approach to try and resolve the issue.
I wasn't particularly happy when the same fault re-surfaced that same night, though knowing it was an intermittent issue and understanding the technical nature of the situation I wasn't surprised.
I got back on the blower to Virgin at ~7:30pm and again they took my call, ran through more extensive checks and deduced a low SNR on the line. Another engineer was booked for ~12pm the next again day to investigate further. (Thats two engineer appointments over two days back-to-back, with no hassle from Virgin, they clearly just wanted to fix this problem)
We never saw the second engineer though as the appointment was cancelled, they detected a network issue so they reassign the engineer to that task automatically, after all it was that network issue which was causing the problem.
Admittedly it took them an extra day beyond that to fully resolve the problem, but we've had solid internet since. Virgin also have an SMS system in place, to update the customer as to what is going on and when the issue is resolved, a nice touch which I appreciated.
This saga got me thinking though, I've dealt with two support agents and at least one engineer (of course there may have been engineers involved), if it wasn't for these people doing their part, then this problem may well still exists.
How do you thank these people though?
Do you send them a twitter message:
Who am I thanking here? 'Virgin Media Inc' or the person / team monitoring their social media account?
Does this message get back to the two support agents who helped me? Does the engineer get to know that I'm thankful (s)he fixed the problem for us?
Even though this may be part of the job, I think that it's good to feedback to people when they have really helped. Thankfully Virgin have their own satisfaction survey that they sent out a day or so later:
I've filled it in with the hope that someone will pass my thanks on:
Here's to excellent customer service.