Same as most folk on here. Waiting for delivery or even a confirmation email about my delivery of doorbell ring and Amazon show.
Last contact with the resolutions team was told my goods would arrive yesterday. 7th October.
My original date for installation was the 15th August 2019. Then another email to tell me installed date would now be 19th. On the 19th installation pack got sent to wrong country. I live in Scotland and pick up was London England. Virgin had to cancel my order then reorder only to be told no free gifts. I argued my case. Awarded the free gifts as stated in original contract. Free gifts would be sent out 28days later. Take 14 days to arrive.
My next installation date was 22nd then changed again to the 24th August.
Installation arrived on 23rd and installed myself.
After my conversations with resolution team. Told I would received gifts by 7th October.
No email to confirm dispatch or any communication.
After all the promises that the promotion goods would arrive 7/10/19.
Since you have not honoured your word. I'm very dubious at paying the full amount due.
I do not want the services unless I received my promotional goods.
I don't want to pay a bill, I'm not happy with at all.
Still no compensation for my time and troubles, the stress and anxiety of each conversation repeatedly saying same things, passwords, identify, account holder, how can I help?
Basically I would like a guarantee that my promotional goods are going to be honoured as the original contract stated, before a member of your virgin team, reordering new equipment without my promotional goods. Which I signed up for on Virgin own website, not a third part website or comparison website. Virgin media directly which stated free gifts. Followed by an email confirming free promotion goods.
I dont want to commit to a contract that has been broken on your side.
Would like to pay the bill asap once confirmation of promotion goods.
As you know, I'm liaising with relevant teams and individuals to get to the bottom of this for you. You'll see I've responded to your private message, let's keep the conversation there so we can continue to discuss your account in detail.
I'd also request that you please refrain from reaching out to additional departments in the meantime, as this could lead to further confusion. Too many cooks spoil the broth and all that jazz!
I completely appreciate your frustration at the delay, but I can assure you I'm doing all I can to get this sorted for you. I have spoken directly to the relevant team but they are yet to provide any significant information. I have therefore escalated to my manager and continue to chase this for you.
I do understand that this is not the customer journey we'd expect, and that the situation is less than ideal, but I really am trying to get this sorted for you. If it was as simple as me taking a package to the post office, I'd do it in a heartbeat. However, I'm afraid that I must continue to liaise with a number of departments to rectify this for you.
You will get these items, I will make sure of it and have said so throughout our interactions.