Hi - has anyone else experienced this? I made two calls to Virgin help-line last week. The first didn't go so well. I was waiting for half an hour and had difficulty getting across what I was calling about. The guy seemed to lose patience with me but eventually we got there. The second went well, short wait time and pleasant quick response. At the end of the second call, I was asked to complete a short survey to rate the response. I wasn't asked to do this on the first call so I declined and explained why. If Virgin employees only ask people to complete the survey when the call goes well, what is the point of the survey, it's not going to reflect reality.
