Your new SIM discount disappeared? Look what I did - New mobile contract missing agreed £5 sales discount
04-11-201613:00 - edited 04-11-201613:20
I've just resolved this, but I'm posting here for anyone else in the same situation:
I signed up to Broadband and Phone on Tuesday 11th October 2016, as a cross-sell Virgin outbound sales offered me a then current mobile promotion 5000min + 5GB data for £10/mo reduced from £15. She told me it was limited availability, probably withdrawn on Friday. I asked her to email me the details, and I accepted by email, which she acknowledged (see appendix 1 below for the email thread), and I received the SIM soon after.
The normal letters and emails followed from Virgin mobile, stating a rate of £15/mo (missing the discount). I was obviously concerned. It turned out that my neighbour had co-incidentally done the same, and had the same problem. (The ridiculous problems they had with their install was another issue... It reassured me a little that Virgin actually managed to resolve them quickly).
I called, and spoke to mobile support, who put me through to sales, who put me through to outbound sales, who put me through to retentions, not far off an hour of useless chat to people who said they couldn't help.
Those team members seemed confused about what I was asking for (i.e. what I'd been offered in the email below), some said the promotion I wanted hadn't begun yet (?!?), so I couldn't have it, but most said that since the promotion was over, I couldn't have it (or at least that there was nothing they could do), and I was repeatedly offered a £10 tarrif as a resolution - last week it was 2500min & 4GB data (sales) then the same plus a £5 discount on my first bill (retentions), then today 2500min & 2GB data. One referred to the offer as an 'upgrade'.
The most useful information I got was that the promotion was unexpectedly pulled on the Wednesday 'at some point', and so the order that Virgin Outbound Sales in Manchester had sent to Virgin Mobile had somehow slipped through the net (and my neighbour's too on the same day). I'm not sure if that was true or just them trying to please me.
I called today to complain, prepared to escalate as far as customer rights organisations and the ombudsman if necessary, just to get someone there to recognise that persistently offering poor customer service after a mis-sale isn't acceptable - I've experienced appalling customer services from Virgin before.
For all that I spent about 2h on the phone to Virgin Mobile about this issue, once I actually got through to a manager today, he told me that he couldn't retroactively apply a discount after the sale had been completed, but he could ask his escalation support manager for authorisation - at least that was new. He was able to see all messages on the CRM, and my emails, and said it was clear to him that I should have the deal, and after 3 minutes on hold it was apparent that his manager agreed, and the discount was applied.
I gave him constructive but strongly worded feedback about call centre staff chosing to promote current mobile offers to me when I was making a complaint, and not escalating my call to actually resolve the issue, which it turned out was a simple thing to do.
Not once during any of the calls I made about this issue did anyone offer to put me through to a supervisor to ecalate my problem. The manager I spoke to today, told me that Virgin call centres (perhaps mobile retentions in this case) have a Customer Focus directive (or some similar name) requiring staff to escalate all calls where they're not able to offer the customer a resolution. The manager I spoke to today said he'd raise my complaint in their daily briefings.
I'm waiting to see the discount applied to my next bill (he did offer to refund the £5 I've already paid by DD). As far as I can tell, my problem is resolved.
The manager did say they'd been seeing a lot of complaints about the same issue, so I imagine there may be quite a few people who have had the same run-around as I have - make a complaint and escalate it until you get a resolution, and complain about the customer service you've received if you haven't been offered a conversation with a supervisor.
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