The foreign call centres are one of Velocity/DJs biggest fall downs, IMHO.
It's not just the language barriers (sometime they are good, sometimes very poor), but it's also about the whole ethos of Australian manner and dialect which just cannot be taught easily to call centre staff, including an understanding of what the heck we're talking about! Danielribo's experience is one example (which we know full well was incorrect advice and rude customer service when challenged), but I remember just one (of a number) of failed attempts I've made to the DJ O/S call centres.
It was when I was nearing my review date last year and I had some flights which I could have postponed until after the date. I rang the O/S call centre to ask if the excess SCs left after attaining silver would be forfeited at the review date, or would they remain to go toward my next year earnings? I was pretty sure they would be lost, but thought I'd ask anyway. The lady told me I'd keep the status credits as they were mine and I'd earned them.......so I booked the flights only to find those SCs were credited, then lost shortly after. Had I postponed the flights, I would have attained gold this year, just a little quicker! I'm sure her incorrect advice was simply a case of her not understanding what I was asking and I'm equally as sure, that had I been speaking with an Australian, I would have received the correct advice!
That was just one time I remember, but to be honest, until the Gold Desk arrived on the scene, I had resigned myself to the fact phoning the Velocity/DJ call centres, constituted nothing more than time lost from my life which would never be returned..................I also realised that asking the question on AFF was destined to receive a far better chance of a correct answer than asking the Velocity/DJ call centre
.
