May 11
18

Too large for a FB post, so it’s back to the blog… with a rant!

So after nearly a year of paying extortionate mobile charges for ringing 0800 numbers I decided to contact Virgin media (again) to try and get the landline repaired… on the last attempt they asked me to try plugging in a different handset, but with only 1 handset this seemed to be an unnecessary expenditure so we left it!

After sending Virgin a warning shot when I advised them of the fault, how long we had had it, they’re previous response, my expectations for resolution (bitter disappointment) and suggested if they contact me about it they should be waving a white flag (I’m NOT paraphrasing for once… the email did say that!), the first signs were promising with the escalated complaints team contacting me and arranging an engineer to come out the next day between 8am and 12 midday, they also said they would call me afterwards to discuss reimbursement (very pro-active of them, I was impressed).

So my question now at 12.28 with no engineer or landline is this, what comes after bitter disappointment? I am at a loss to describe my feelings for Virgin media because I do not know what words to use to describe how let down and fed up I am… it is pretty impressive for them to exceed my expectations, when I was expecting bitter disappointment!

Since 12:28 I have also had no call from Virgin media’s escalated complaints team (again acting within expectations) but on the plus side the engineers who turned up nearly an hour late did manage to fix the fault in 10 minutes… an unplugged cable in the junction box!

The mind boggles at how such large companies that spend so much money attracting new customers can get away with such appalling standards of customer service… maybe if they worked a bit better at looking after existing customers they wouldn’t need to spend so much attracting new suckers!

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This entry was posted on May 18, 2011 at 7:33 pm. You can follow any responses to this entry through the RSS 2.0 feed. Both comments and pings are currently closed.

Posted in Uncategorized by Steve 2 Comments

2 Responses to "Too large for a FB post, so it’s back to the blog… with a rant!"

  • admin says:
    May 18, 2011 at 8:01 pm

    Well done Steve – I will twitter it for you 🙂 and make sure I use @virginmedia 🙂

  • Michael (Virgin Media's Twitter Team) says:
    May 19, 2011 at 10:44 am

    Hi Stephen,

    I’m really sorry to hear that things didn’t go as planned yesterday. It’s always disappointing when these things happen, as it’s not the level of service we aim to provide at all.

    I’m glad the problem with your landline has now been resolved and I’m sure it’s nothing but plain sailing from here. Please let us know if there’s anything outstanding you’d like us to help you with.

    Our twitter username is @virginmedia and you can also find us on facebook at facebook.com/virginmedia.

    Apologies again for any inconvenience caused.

    Kind regards,

    Michael

    P.S Thanks to the above poster for bringing this to our attention 🙂