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petercz
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epic fail

Has anyone this kind of experience with Virgin? Here is a letter sent to them

 

Several weeks ago, I enquired about the possibility of becoming a Virgin Media customer. I spoke with your sales team member about very specific service requirements, quality expectations etc. I was assured that you can connect the requested service, your colleague confirmed that you have adequate and available infrastructure.

 

our installation was scheduled for yesterday (29.03.17) between 1 and 6pm. I arranged time off to make myself available when you requested. Unfortunately, despite an annoying avalanche of texts and e-mails in the upcoming days nobody showed up. At 18.30 I phoned your customer service number and after 15 minutes on hold I was told that the gentleman cannot help me, all he could see was that the installation is still live and there are no notes to indicate a cancellation or delay. He advised me that it would be best that he transfers my call to your technical department who will have more insight into what has happened. After another 20 minutes on hold I was connected to someone in India who in broken English tried to convince me that the installation could not take place because ‘a cable needs to be installed’, I tried to establish when that circumstance transpired but the language barrier was not allowing, I also attempted to explain that you sent me a text about the need to install a cable to the property on 13 march 9.27am. In this you requested that I confirm that I am happy for you to perform this part of the installation in my absence, to which of course I agreed. I then asked the person to transfer me back to customer service, she told me that ‘I have to call the same number again’. I did that and after another period of listening to oldie-but-goodie music I spoke with another of your colleagues in customer service, I advised him that I would like to lodge a complaint, I also explained what the nature of my complaint is. He quickly advised that I must speak with the complaints department and immediately put me through, this again took a long while on hold before someone answered. I explained the nature of my problem in detail, the person patiently waited until I finished without interrupting. He then apologised and said that I was put through to ‘the wrong complaints department’ (!), he then transferred my call to the right one, which of course meant more Virgin Music. I then spoke with someone who looked into the installation and said that the engineer actually came before 1 pm, decided that the installation couldn’t take place because of technical issues: ‘lack of cable’, and failed to let us know. Person by the name of Deep (he would not provide his last name) confirmed that this is what happened and accepted that it was wrong confirming that my day was wasted. I asked him for his e-mail address so that I could email him but instead he transferred my call to …….. a department which was already closed. It was then 8pm.

 

I tried to tackle this issue again this morning (30.03.17). My first attempt took 40 minutes, I spoke with a gentleman who introduced himself as Vicky Reddy, He confirmed that the installation was abandoned and that the engineer could have notified us that it will not take place. He also explained that it will not be possible to connect us to your network for at least several weeks as you must apply for local authority permission to dig in the street. I enquired how I should address my invoice for time wasted and he assured me that it will be promptly paid by virgin ‘billing department’. I was not sure if he fully understood the weight of that statement so I once more explained what I mean by invoice and payment, he once more assured that he understands and that any invoice will be paid without doubt. Because I had serious reservations about Vicky’s ability to comprehend spoken English I asked if I could have someone from a UK based call centre deal with this problem. He told me that someone will call me back, and that it will certainly be someone from the UK. I specifically asked within what time frame I can expect this call and he assure that it will be within an hour. To no great surprise this did not happen.

 

I phone again sometime later and spoke with Brandon in sales. He listened to this snowballing story of epic fails with great interest and told me that he fully understands my frustration. We spoke about what went wrong and Brandon confirmed that it will not be possible to connect Virgin to the property for several weeks. I explained that I intend to invoice for the time wasted dealing with this issue and asked for an e-mail address to send my bill to, Brandon explained that I will need to raise this with customer service as he was in sales. He assured me that he will only put me on hold briefly and speak with customer service to ensure that I don’t need to explain everything again. 15 minutes later the call was picked up by someone in India who insisted on discussing the whole thing once more. When I requested to speak with his manager he hung up.

 

At that point I decided that I wish to cancel my request for an installation, not only you sold me something which you did not have, but also demonstrated the level of aftercare which I just want to put behind me. This call took another 20 minutes, this time one of your Indian colleagues tried to retain me as a customer by assuring that you will schedule the installation ‘as soon as possible’. When I pointed out that this was an evident lie he seemed unmoved and carried on as if nothing happened.

 

I tried to become your customer for several weeks, my experience is one which should be publicised as much as possible as a precaution of what one faces if they think of joining Virgin. You have pestered me with unnecessary communications, you littered my floor with untruthful and deceiving advertising materials, You sold me something which you do not have, you unnecessarily requested my presence by which you caused a loss and an inconvenience, and finally you demonstrated what happens if I wish to communicate with you for any other reason than to be sold something.

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Forum Team
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Re: epic fail

Hi petercz, 

Thanks for your post and let me start by apologising for the terrible journey you have had so far Smiley Sad 

It's not very often this happens however when it does happen, we try and get things moving as quickly as we can. 

Even though the several weeks timescale may seem long to you, at this end there will need to be multiple plans put in place. We'll need to create a plan for costs and submit this. After this has been approved, we then need to get the relevant permits from local councils. If these fail, we need to go back to the drawing board and try again.  On top of this there may be issues with Wayleave, blocked ducts, missing tees or even access issues. 

With regards to paying you back for time, this isn't something we're able to do. There is always the chance that the installation can't go ahead so any time taken is at your own cost. The only stipulation we put on this is that someone over the age of 18 is there, it doesn't have to be you. 

I am sorry to hear you've decided to cancel now but understand you need to do what's right for you. If you change your mind, let us know so we can help. 

Thanks,

Kath_F
Forum Team

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petercz
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Re: epic fail

Thank you for your reply. I think you're missing the point, please read my letter again and let me know if I can clarify anything, your reply doesn't seem to address the key issues. In regards to paying my invoice which was posted to your complaints department, I will await a written reply or payment due date whichever comes first.
Many thanks

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jamesofmerton
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Re: epic fail

there will be no payment for your time. i can guarantee that.

it is unfortunate you seem to have been messed around. but neither bt, sky or virgin offer that 'service'. if you were a current paying customer then it is a bit different. bt have a compensation scheme, virgin pay for loss of service pro rata. sky is similar.

you could go down the complaints route http://store.virginmedia.com/content/dam/eSales/Downloads/Consumer%20Complaint%20Code%20of%20Practic... and if no joy onto the ombudsman https://www.cedr.com/cisas/ it's whether you think it is worth more time.

having worked with both the financial and telecommunications ombudsman in the past, they would look at evidence on both sides and make a determination. any monies due would be decided by what the ombudsman believes to be fair. but ultimately it is all ifs and buts and will take quite a while to get to that stage.
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