Self-Installation Kit Still Not Delivered

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.