Menu
Reply
Highlighted
  • 3
  • 0
  • 0
playfair57
Tuning in
235 Views
Message 1 of 5
Flag for a moderator

Email Contact Is Rubbish

I had a problem with you today. You would not allow me to go to a perfectly safe website. I couldn't get any help on the 150 number which insisted on automatically "testing  my equipment". I knew there was nothing wrong with the equipment but there was nothing I could do as you relentlessly carried out stupid checks which I knew were unnecessary.

Then you said that if there were any future problems with my equipment (which there were not, because there were never any problems in the first place) then please call us back.

Cut off.

I phoned back. This time when I pressed "1" for my own account there was a silence which went on for several minutes and I knew you had another glitch in your phone system.

So I had to hang up.

So I called back, and this time you recognized that this was the second time I had called you and so you allowed me to speak to a person this time.

But I should have been allowed to speak to a person the first time.

You sent me an email from you stating that I had changed my parental controls (I hadn't: I was simply trying to white-list a website which was completely safe which was being blacklisted by Virgin for no apparent reason).

So I replied to your email:

"Your usability is extremely poor.
 
"In order for my settings to take place I had to reboot my hub, which caused lots of things to go wrong.
 
"Also dialing 150 is useless in these circumstances. So if anything happens related to web connectivity all your customers are left helpless and feeling very angry towards Virgin, as I am right now.

"But you’ll probably do nothing about it because you don’t need to.
 
"I wouldn’t even be surprised if this email bounced back to me undelivered because you don’t give a damn."
 
Sure enough, I got an automated email back from you, saying:
 

Hello,
Sorry, we do not pick up mails from this mailbox.
If you need to get in touch just go to virgin media.com/contact

Kind regards,

The Virgin Media team

(BTW, I had to separate out the website link above because your automated editor didn't like its bad spelling!)
 
So I clicked on your link. It didn't work. It led to a Page Not Found 404 page.
 
That is how much Virgin Media value their customers "getting in touch".
 
Virgin Media are in danger of going the way of British Telecom. Virgin isn't in the same league at all as it is, but if it doesn't watch out the gap will close, and Virgin will have people leaving in droves the same as British Telecom is experiencing now.

 
0 Kudos
Reply
  • 694
  • 49
  • 144
jamesofmerton
Rising star
208 Views
Message 2 of 5
Flag for a moderator

Re: Email Contact Is Rubbish

virgin do not have a general contactable email address. companies are not legally required to have one
0 Kudos
Reply
  • 3
  • 0
  • 0
playfair57
Tuning in
200 Views
Message 3 of 5
Flag for a moderator

Re: Email Contact Is Rubbish

"Not legally required" is the last refuge of a bad supplier.

Perhaps Virgin Media should have a think about what the customer needs, not the minimum in law that you can get away with.

The minimum-that-you-can-get-away-with attitude is not quite good customer (or good business) practice, is it.

But if you think that's a great excuse for bad service then I'm probably not going to be able to change your mind. So I'm not going to try.

0 Kudos
Reply
  • 8.74K
  • 562
  • 2.41K
Superuser
Superuser
182 Views
Message 4 of 5
Flag for a moderator

Re: Email Contact Is Rubbish


wrote:

"Not legally required" is the last refuge of a bad supplier.

Perhaps Virgin Media should have a think about what the customer needs, not the minimum in law that you can get away with.

The minimum-that-you-can-get-away-with attitude is not quite good customer (or good business) practice, is it.

But if you think that's a great excuse for bad service then I'm probably not going to be able to change your mind. So I'm not going to try.


Customers dont need support by email. Some THINK they do. What they really need is decent 1st line support that answer in an acceptable length of time, access to 2nd line where needed and calls returned when promised. An EFFECTIVE online chat service is a decent backup.

Most large organisations have or are moving away from email support. Its messy, complicated and slow.  Ever tried to contact Amazon by email? Ive worked for 2 large American corporation's , both service sector, both with great reputations for customer support. Neither had external email contacts. The rule was a customer with an issue spoke to a PERSON who could resolve it.

Thats what VM should be aiming for.

 


  • 3
  • 0
  • 0
playfair57
Tuning in
100 Views
Message 5 of 5
Flag for a moderator

Re: Email Contact Is Rubbish

In an ideal world that would work. My web hosting service has live chat which is both fast and efficient. But the company would need to want to implement that. A company that doesn't bother with their email policy is not likely to want to implement better things.

At the moment Virgin Media gets away with things because it knows that BT is much worse. But then that's hardly the attitude.

 

0 Kudos
Reply