I have sent two letters about how poor Virgin’s so called Customer Service department are and what a surprise no answer to ether.
The first letter was sent direct to Mark Davidson (Executive Director, Customer Care) on the 26/10/16 received and signed for on the 27/10/16 at 07.26am by A Clarke. The second sent to the complaints department on 20/11/16, received and signed for on the 22/10/16 at 07.34am by Pook.
So it would seem that not only are their Customer Service department poor but so are their directors and Complaints department.
Any body else had problems get an answer from them about a complaint or do they just hope by ignoring you you would simple go away?
I too have had appalling customer service. I have been a customer for over 20 years. I moved house 3 years ago and my broadband has never worked properly. I have been repeatedly fobbed off with "reset your router-empty your caches-switch it off at the plug-blah blah", which I now do before I ring Virgin. Eventually, they admit there's a problem (3 times now) and send some one out at their convenience- last year they had to recable the phone but I had no recompensation, as asked, the lack of service (over £60 a month for a service that is rarely used-I pay for "extra-fast broadband because I need it for work several times a year , but it's cheaper to have the package, apparently).
Last night I was on the phone for over 2 hours and was told , eventually, after asking for a manager, that he had fixed the problem. This morning the spped was even worse and I could not work . When I pointed out that the engineer appointment in 5 days time was not good enough-I need broadband to work, I had the phone put down on me twice. There is no mechanism to make complaints and gain recompense, so I intend to retweet and Facebook this appalling treatment and exploitation of long-standing customers, as well as look into moving elsewhere.