Calling Phil Waters... calling Phil Waters... Phillippe, if you wish to ingratiate yourself with your hierarchy, could you please suggest strongly to Customer Services that the many, many months in which the previous NTL and now current Virgin pay per view films keep breaking down is absolutely unacceptable?
Having suffered the fourth film thus afflicted with multiple and frequent breaks, and turning it off after 3/4 hour, an engineer was scheduled to arrive this morning to fix the problem, some time between 8.30 and 12.00. He arrived at 10.30 and his only remit was to tell me in person that there was nothing he or any engineer could do. Changing the set-top box wouldn't work, as NTL and now Virgin had still not found out what was causing the ruination of the films by frequent loss of picture and sound. He said the engineers had suggested that something as radical as a helpful information banner could be added to pay per view when you clicked on to order, saying that in the case of picture breaks, there would be no point in calling Customer Help, no point in giving up hours of one's time, no point in sending out an engineer who couldn't help and knew that well beforehand.
In fact, Phil, dear, if you're still with us, if you could tell me who I could e-mail in the organisation about this, I'll see whether they think that a problem which has persisted for over half a year, where viewers still pay for films they can't half see, where Customer Help staff aren't informed in order to tell customers on line, is all part of an excellent, improved service?
Having suffered the fourth film thus afflicted with multiple and frequent breaks, and turning it off after 3/4 hour, an engineer was scheduled to arrive this morning to fix the problem, some time between 8.30 and 12.00. He arrived at 10.30 and his only remit was to tell me in person that there was nothing he or any engineer could do. Changing the set-top box wouldn't work, as NTL and now Virgin had still not found out what was causing the ruination of the films by frequent loss of picture and sound. He said the engineers had suggested that something as radical as a helpful information banner could be added to pay per view when you clicked on to order, saying that in the case of picture breaks, there would be no point in calling Customer Help, no point in giving up hours of one's time, no point in sending out an engineer who couldn't help and knew that well beforehand.
In fact, Phil, dear, if you're still with us, if you could tell me who I could e-mail in the organisation about this, I'll see whether they think that a problem which has persisted for over half a year, where viewers still pay for films they can't half see, where Customer Help staff aren't informed in order to tell customers on line, is all part of an excellent, improved service?