I finally managed to get through to Yodel today who told me they had no record of any delivery to be made to my address. I went back to VM and although my conversation took from 10.20am to 3.20pm I have been promised that the package will arrive within 72 hours and that my bill will be backdated to the date of the original order (the one that was inexplicably cancelled) so as to reflect the reduced price. I'll report back if either of these promises are not kept.
Regardless of whether this is sorted out as promised, Virgin's ordering processes, inter-department comms and, to a certain extent, their customer support service, are clearly broken. This is now the fourth separate issue I have had over the last couple of years, all to do with ordering or delivery of upgrades. I'm surprised that the delivery team does not have a system in place that automatically checks if a tracking reference has not been sent to the customer and that they rely on Yodel to supply the reference directly. It also seems that the customer support staff have their hands tied because one of the reps I spoke to said he would have to email the delivery team for an answer. Why do they not have immediate access to those systems?
