Ordered 2 phones on-line, including a specified delivery date, but received confirmation for only one - easy mistake I suppose. Contacted Virgin and the error was rectified but the 1st unit was sent on the wrong date - another easy mistake I could say. Both units arrived with a different contract than was stated on-line - wow, another easy mistake I imagine. Contacted Jennifer via phone (789) to discuss the contract error. She gave me contradictory info to the T&Cs but said all would be fine. She said she would send me confirmation by email after I'd questioned her alternative interpretation of the T&Cs. The email still hasn't arrived after 10 days - she must have simply forgotten I suppose. I sent a Recorded Delivery letter to 'Complaints' at Swansea to ask for the original contract to be sent to me, or at least the promised, missing email from Jennifer. I didn't receive a reply - could have been overlooked I suppose. I sent a second letter, with the same contents, just to re-confirm my wishes stated in the 1st missing letter - that too appears to have been mislaid. Oops, there's maybe a hole in the post sack.
Easy mistakes, bad memories, or holes in the post sack I think not. More like a whole mistake entering into any kind of communication with this particular communications provider! I already have an account with Virgin who know my email address, home address, home phone number, mobile number (for emergencies) and even the 'new' mobile number. Have they contacted me, even to acknowledge any of the above - NO, they don't believe in communication do they!
The Forum response was as quick as a service should be. Thanks. Unfortunately other means of Virgin communication leave a lot to be desired. Twelve days and no sign of an email, phone call or letter of acknowlegement over the problem. I've taken advantage of the 14 day returns policy now, although in reality I was sent an incorrect contract so there would have been no rush to be within that 14 day period.