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alexhwh90
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Message 1 of 17
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bad customer service

really disapointed in the service you provide

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Forum Team (Retired) Mat_H
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Message 2 of 17
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Re: bad customer service

Hi Alexwh90,


Welcome to the forums Smiley Happy


I'm very sorry to hear that you're not happy with our customer service. I would love to rectify this for you. Can you let me know what happened so I can help?

 

Looking forward to hearing from you.


Thanks,

Mat


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Forum Team (Retired) Mat_H
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Message 3 of 17
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Re: bad customer service

Hi Alexwh90,


How are you getting on with this?

 

Let me know if you need anything at all.


Thanks,

 

Mat


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IIJJ
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Message 4 of 17
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Re: bad customer service

Have to say tried to upgrade my phone today.

Absolutely excruciating customer service.

Advisor kept placing me on hold

Advisor was very obviously reading from a a script including the advisor instructions.

Advisor wasn't listening to me

When the order was processed now discovered wrong colour phone was ordered

This was buried deep in the documents sent but hardly obvious.

Now thinking of cancelling completely and  going elsewhere - not sure I want to speak to the customer services again though !

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Forum Team (Retired) Mat_H
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Message 5 of 17
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Re: bad customer service

Hi IIJJ,

 

Welcome to the forums Smiley Happy

 

I'm really sorry to hear that you had some trouble with ordering the phone. I promise you that we want to get this all sorted for you.

 

If you give us a call on 789 or 0345 6000 789, we'll be sure to make amends for our previous mistakes.

 

Please let me know how you get on.


I'm here if you need me.


Thanks,

Mat


Who's who? Find out more about our community members. Good folk to know


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alexhwh90
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Message 6 of 17
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Re: bad customer service

I've been waiting a week for a manager to ring me back after logging a complaint staff and team leader attitude towards customers is unacceptable all I wanted to doe was not let my contract roll over as a virgin customer I feel once a customer signs a contract we are stuck with poor customer service.
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alexhwh90
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Message 7 of 17
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Re: bad customer service

Called to cancel my 24 month rolling cantract as it was up. On calling up i got apallimg customer service and wouldnt deal with my request i requested a manager to call me back and a complaint to be logged had to call back the day after logged a complaint and now its been a week without no call back.
i followed the steps on your website on how to log a complaint and as a company you dont follow that prosedure im now considering leaving as i dont believe a customer should be tret in this was really appauled by virgin mobile
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enlli
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Message 8 of 17
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Re: bad customer service

If your contract has come to an end and you want to stop any messing phone up and request a PAC code. 

Once you transfer your number your contract will come to an end.

If you don't want to keep your number, just transfer it to a cheap PAYG SIM and let it expire.

A lot less hastle

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alexhwh90
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Message 9 of 17
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Re: bad customer service

I didnt want the phone any more its alot less hastle if you call up and dont get spoken to in an unprofessional manner i have more than just that phone with virgin
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alexhwh90
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Message 10 of 17
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Re: bad customer service

IIJJ
I understand where your coming from all you get is interuptions when you try put a point across and you seem to have to repeat tour self over and over and there replys dont have anything to do with what your asking.
Im personally contamplaitimg foing to ofcom as im still waiting for a call back it will be 2 weeks on monday.
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