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Sophie26
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Disgusting customer service

So today I made a new order for a iphone 6 as I am already a customer of virgin media. After being told the order was complete and to expect the phone tomorrow I got an email saying that the order is not complete whilst I was on the phone to the advisor who ordered the phone. When I questioned the advisor about it they said it was definitely complete and I would definitely have the phone tomorrow. I expressed the fact that I couldn't be without the phone as my current contract was finishing and if the phone didn't come I would have no way of contacting my childminder about my son during the course of the day. They then put me through to customer service about transferring my number who also confirmed that the order is complete and the phone would be delivered tomorrow. But low and behold when I rang again later in the evening to say there would be a period where I wouldn't be home to take delivery they turned and said I wouldn't be getting the phone tomorrow anyway because my card had failed the validity test and wasn't registrred to my address. My card is most definitely registered to my home address considering it has been for over a year. They told me I had to wait for some "specialist" to ring me within 24 hours.
How is it that two people can blatenly lie and confirm the delivery of a product when it very clearly isn't going to be there?! Especially considering I purposely ordered the phone early enough for me to go out and get another phone from a different supplier if virgin couldn't deliver the following day and explained my reasons for doing this. Absolutely disgusting that I now will be without a phone due to their service advisors blatent lies. And now if I go to other providers further credit checks on my credit file will be made leaving derogatory marks on my file. It's absolutely appalling to treat existing or any customer in this fashion and I certainly won't recommend virgin to ANYONE.
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alpha123
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Message 2 of 15
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Re: Disgusting customer service

alot of the telesales staff have a sell nd forget mentality they will flat out lie to anyone including other staff in order to get the staff through once thats done any and all issues arent there problem as youd be put through to someone else.

 

I used to work in a virgin media store and if i had to speak to any phone staff they would just agree to anything in order to get a sale finalised

 

 

 

 

I know virgin media as a whole can be dodgy at best of times but I would stress whenever possible go to store your answers are always there and then  lthough I can apreciate its not always possible

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Superuser
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Message 3 of 15
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Re: Disgusting customer service


alpha123 wrote:

 

I know virgin media as a whole can be dodgy at best of times but I would stress whenever possible go to store your answers are always there and then  lthough I can apreciate its not always possible


I would always recommend calling rather than going to the store, because you can record the phone conversation as proof of any deal struck.

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Tsehaye
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Message 4 of 15
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Re: Disgusting customer service

Can you delet it my account from this side pls i don't wont this community virgin media.
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Forum Team
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Message 5 of 15
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Re: Disgusting customer service

Hi Sophie26,

 

Welcome to the community and thanks for posting.

 

I'm really disappointed and sorry to hear you've received poor customer service from our team. It's definitely not something we want to see happening.

 

It's been a few days since you posted, can you confirm if the specialist has contacted you back?

 

Please let me know.

 

Thanks


Rich
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alpha123
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Message 6 of 15
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Re: Disgusting customer service

where as a full receipt and getting your product there and then is less safe?

 

half the issues with the sales is ordering something to find its not been sent or not even ordered going to a store bypasses that.

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Sophie26
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Message 7 of 15
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Re: Disgusting customer service

No a specialist never contacted me. I had to chase to get the phone sent out
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Forum Team
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Message 8 of 15
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Re: Disgusting customer service

Hi Tsehaye,

 

Thanks for posting. I'm sorry to hear you want to leave the community.

 

I'll send you a private message to inform you of the next steps. To view this on the red envelope on the top left.

 

Hope to hear from you soon.

 

Thanks


Rich
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Forum Team
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Message 9 of 15
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Re: Disgusting customer service

Hi Sophie26,

 

Thanks for your prompt response. I'm still disappointed to hear our promises of a call back have failed.

 

Have you received the handset yet?

If not, when is it due to be delivered?

 

Look forward to your reply once again.

 

Thanks


Rich
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Sophie26
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Message 10 of 15
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Re: Disgusting customer service

Yes i finally received the handset after another 4 different phone calls
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