on 12-12-2021 16:17
Just found this thread and we're in the exact same situation. Had constant reschedules since end of July, and a whole catalogue of problems even getting this far:
Latest promise is 15th Dec outdoor, 22nd Dec indoor. Given assurances that it will happen this time, but faith wears thin after 4.5 months! Similarly been promised calls back a multitude of times, none of which ever happen - why do they do this? We're ostensibly down as a "priority installation" but if this priority I'd be very concerned for a low priority customer!
One of the Virgin forum team could you help me understand what's happening please? We apparently had it escalated to an area manager on Monday, but never actually got a straight answer as to what if anything came back - i.e. cause of all the delays, if the work will genuinely happen, council approvals if needed etc. Happy to pick up via DM or whatever's easiest.
on 13-12-2021 12:31
Ye it's been since 16/09/21 for me.
Personally I just think the preinstall team haven't been trained properly, especially if there are complications.
Also the culture of the company is odd, I called the pre install team who put me through to the construction team, who told me to tell the pre install team that they had to raise a form.
It's hilarious how they actually asked me to contact an internal team, lol.
In turn the preinstall team don't know what the form is. Absolutely mental.
on 13-12-2021 13:34
Hi @dommckg
Thanks for posting on our community forum!
I'm going to drop you a private message, please keep an eye on your inbox.
Regards
on 14-12-2021 09:50
Hi @dommckg
I've emailed your area field manager to see what insight he can provide in this, as soon as I receive a response I will let you know.
Regards
on 14-12-2021 09:59
Hi Travis,
Thanks, appreciate your help - though from previous experience it's not been especially easy getting actual responses from area field managers or area sales managers. Good luck in any case, hopefully hear back soon - ideally more than "yeah it'll happen tomorrow" unless that is 100% certain.
Thanks
on 16-12-2021 11:46