Harringay, Haringey - So Good they Spelt it Twice!
Anyone Know their Data Protection A*** from their Data Protection Elbow?
This morning @virginmedia picked up on a Twitter conversation I had with Paul of Harringay Local Store (@elhornet) following my post the other day about my Virgin woes.
Following an exchange of tweets they asked me to fill in a form with all the details I've spent far too long giving Virgin Customer Services by phone. When I questioned if this was necessary and asked if they couldn't just access Customer Services records, they replied that the Data Protection Act prevented them from doing so. Does anyone know if this is likely to be accurate?
Tags for Forum Posts: virgin media
Replies to This Discussion
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Permalink Reply by Alison P on
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This would be my take on it too. I don't think a social media/communications team should have access to customer records.
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Permalink Reply by Martin (Woodside) on
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Quite possible Hugh, the Twitter/chat responders (there must be hundreds of them) will probably be a call-centre anywhere in the world (probably India) and are just there as a friendly (but useless) filter to fend off the multitude of queries. They may even be farmed out to a plethora of different companies but just respond appropriately to the next job on their screen. In this case, the Data Protection Act (much to our chagrin), is probably being enacted correctly.
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Permalink Reply by Gordon T on
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This isn't the first time I've noticed that Virgin Media are proactive in picking up Twitter references and intervening i.e. mollifying the complainant - whether in-house or third party or a mixture, it strikes me that 'reputation management' is at the top of their brief.
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Could be because their systems don't talk to each other and if they are not supposed to access customer service details why are they asking for all these details to be submitted on a form to them - they should either refer you back to customer services or let customer services know that you are raising these issues. That would be normal protocol on most large and clunky organisations.
I must say we have virgin media and don't have the difficulties you are having.
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