Actually most people do want to do a good job (as evidenced by the forum team here), unfortunately they are hamstrung by the way that VM seem to have decided to run its operations. Different departments seem to all speak a different language (and there is a shortage of translators) and there is no mechanism for any single individual to be able to take control of a situation and see it to a logical conclusion.
When it all happens to work, then it’s fine, it fact it’s a really good service, but, as you have seen, once anything not straightforward occurs, then their procedures are somewhat less likely to lead to a resolution that the Marx Brothers would have managed!
Still, I suppose from the view of the senior management, it works for 90% of the customers (I’m guessing here), and is cheap so the shareholders are happy - and that’s the important thing isn’t it?