No Show, no callback, lied to by the customer service

[cainey1975]

I was booked in for a site survey, on Wednesday 27th December on my new property. The appointment was made between 8-1.  You can probably guess that this didn’t happen and we waited 7 1/2 hours to be told by the fail centre that it wouldn’t be happening.  I was promised a callback by a supervisor and you can probably guess that didn’t happen either. 
we’ve not even started using the services yet and I’m already regretting my choice of supplier.

What’s the best way to complain? 
and is anything likely to happen regarding my complaint?!?!

cheers

Ian. 

[Kath_F]

Hi Ian, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

We're sorry to hear your site survey visit delayed. Taking a look at things this end, I can see this was completed on the 28th instead and you've since been installed too. There's nothing to show why this happened though I'm afraid so I'm not able to say.

Hopefully your installation all went smoothly for you and the services are working. 

If you have any issues with how the services are working, please pop back and let us know so we can help further. 

Thanks, 

[cainey1975]

Thank you for your response. The fact that I was told by Laura on the sales team in Coventry that I had to be there between 8-1. To then not get a text until 12:50 to say the engineer was running late and wound be there about 14:30. To then not turn up. To then get a call from someone in Manchester saying our visit was being cancelled but could be done on the Thursday.  The person on the phone said that there had been an accident so that’s why it had been cancelled, yet the engineer who I spoke to said he hadn’t had an accident and could have easily completed the visit on the 27th albeit later than booked in. We had been at the property for over 7 1/2 hours waiting for something that we didn’t need to be there for. 
We requsted a call back from a supervisor or manager from the person in Manchester before 6pm that evening to explain what actually had happened as someone wasn’t telling us the truth as your engineer and call centre colleague were telling completely different stories. 
man’s to make matters worse we never ever received a callback nor has Laura returned my calls after I have left her over 10 voicemails.  The level of customer service I have received in the first week of agreeing to have Virgin has been nothing short of disgusting and unacceptable. 

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That's just the way it is I'm afraid. You'll get used to it eventually. 

[Arissa_H]

Hi Cainey1975 👋🏼.

Thank you for posting and welcoming you back onto the community forum ☹.

I am sorry this has happened to you as this is not the level of service we aim to provide ☹.

Have you managed to get this resolved and did a engineer turn up?

Let us know we want to help as much as we can.