Self-Installation Kit Still Not Delivered

Same boat. Been lied to by various agents promising it will arrive that day. Much prefer if they were honest instead of false promises.

I've now been told I can't even cancel until the equipment has been delivered. Basically held hostage.

and 14 days cool off starts after package delivery as that is the longest time to start from according to the many T&C's.

Thanks for that, Unisoft. Also in the same boat; keep being given false deadlines, and contradictory information from customer service agents whose English fluency is questionable and speak far too quickly and incoherently. In the interests of balance, though, everyone I have spoken to has at least been impeccably polite.

While the compensation is a silver lining, it barely scratches the surface of the time, inconvenience and stress I have expended trying to set up this contract.

Additionally, for the first few days the advisors were blaming Yodel for the delays; it has since come to light that the issue is actually with Virgin Media's warehouse, and the advisors appear to have changed their tune and admitted liability.

No amount of profuse apology or negligible amount of automatic compensation can repair the reputational damage done to a company by burying its collective head in the sand to a groundswell of customer dissatisfaction.

I feel sorry for the hard-working employees in the call centres who are clearly under a huge amount of duress, dealing with an ever-expanding cohort of disgruntled new customers who were sucked in by the fancy marketing around the Black Friday offer.

I also feel sorry for the representatives monitoring these forums, who are having to toe the line with pacifying people while the senior management tries to sort out its complete mishandling of this affair.

I've worked in marketing and communications for 20+ years, and opting for this approach never ends well. If anyone in senior management happens to read this, I wholeheartedly recommend putting this book on your Christmas list: https://www.amazon.co.uk/Human-Experience-customers-successful-organization/dp/1399401734

Spoiler alert: own up for your shortcomings; people respond well to it. We're all humans, we all make mistakes. Leaning on your rank-and-file customer services folk to fob people off with promises that cannot be kept is not going to end well.

Thanks for your post on our Community Forums CBear83, and a very warm welcome to you!

We're sorry to hear of the issues experienced when trying to have the equipment delivered to you to install your services.

Due to an incident at a warehouse operated by one of our third-party suppliers, some customers are experiencing delays receiving their orders. We are working with our partner to expedite deliveries as soon as possible, have directly contacted those customers affected to apologise and will keep them updated.

Thanks,

David_Bn

I have chased this up with them twice now there fast to blame yodel but don't seem to be doing anything about it, it shouldn't be us as the customer chasing them they should be explaining to us there's an issue, I've just moved house and am a new customer so have no tv or WiFi at home but have a cranky pregnant girlfriend who isn't happy we have missed I'm a celebrity, this needs to be resolved ASAP not just saying it's a yodel problem we don't know what's going on