Just about every experience I've ever had of Yodel has been poor - why does Virgin use such a sorry excuse for a delivery company?!
Because for VM's managers, lowest cost trumps good customer service (as you'll find out if you have cause to call VM's telephone support). To be fair to Yodel (or Hermes and their ilk) most of the customer experience is down to the local courier - if you have a reliable, long serving local courier, then service is good, if you have a short service, disinterested peasant then disappointment is assured, and then cast-iron guaranteed by the inability of cheapskate companies to offer good customer contact for queries.
I can't fathom why VM don't use their own field technicians to do all kit delivery, even for self installs, and all collections. They've got the vans, they've got the kit, they've got the job scheduling system, they're out on the road all day in every area served. The higher hourly rate that a field tech is paid compared to Yodel's minimum wage employees is going to be offset by Yodel's breakages and losses, by complaint and additional customer contact costs, along with Yodel's margin. It's a bit like VM's wilful persistence with the offshore "support" model, that costs far less per hour than UK call centres, but takes longer to handle calls, generates repeated calls by not solving first time, and generates additional complaints.
Some companies never learn.
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