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audetto74
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Ridiculous complaint resolution

Opened a complaint a week ago.

Then I check my VM email and I see a ridiculous email saying:

Tried to contact you, but failed.

Here is our response to the complaint: resolved.

If you are not happy, let us know!

There are no words to describe the way VM treats its customers.

Screenshot from 2021-02-08 21-01-25.png

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Andruser
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Re: Ridiculous complaint resolution

@audetto74 There are no words to describe the way VM treats its customers.

Oh yes there are!  Lots of rude ones, but also plenty of polite ones

Trustpilot does become a magnet for disaffected customers, but with 96% of VM reviews in the last 12 months from unhappy customers, it doesn't compare too well to Zen Internet (21% unhappy, last 12 months) or Hyperoptic (4% unhappy, last 12 months).  On the same basis, Talktalk "only" had 55% unhappy customers, Plusnet and BT both "only" 90%, Sky 87%.  And much smaller sample sizes, but Aquiss, IDNet, CIX, uno and AAISP all had between 0 and 5% unhappy customers.

But until such time as customers take account of standards of customer service when choosing an ISP, there's no real reason for the big players to make any real effort. 

 

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Beth_G
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Re: Ridiculous complaint resolution

Hi audetto74,

 

Thank you for posting on the Community Forums.

 

I'm terribly sorry for our delayed response and to hear you've not had the best journey with your complaint, it is really disappointing to see. 

 

Are you currently still having issues with your services and did you let our team know what you'd like as a resolution to your complaint? We'll be more than happy to help from here.

 

Kind regards,

 

Beth

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