Virgin Media. Useless Customer Service Centres. But the CEO takes swift action!

FleetFanatic

Virgin Media. Useless. Despite the retentions dept calling me yesterday to strike a deal to keep it, despite the fact there are still 27 days of a 30 day notice period if I hadn't made that deal, my TV package has been disconnected already. !!!!!!? 30 days notice means both that it has to be paid for & I am entitled to use it.

Being passed from idiot to muppet on the phone isn't helping my mood either. 4 people so far.

1st idiot in India promptly hung up.
2nd idiot in Scotland put me through to faults (the 3rd idiot)
3rd idiot in India passed me through to a department that is closed, despite assuring me he would explain to the person what the problem was before transferring me (obviously didn't).
4th idiot said I need to phone between 8am & 8pm & insisted the department was open 7 days a week - it's only 6pm now?????

Nobody at Virgin seems to be able to help RIGHT NOW.

I think they can not only shove the V+HD deal I agreed yesterday, but the rest of their services. I am seriously unimpressed right now.

dazzaofdagenham

agree with you there...

Just dumped SKY and switched house to virgin ( already got virgin broadband )

VIP pacakage plus another V +HD box....
Total spend per month £96 pounds..

Install today between 1pm and 6pm....

DID ANYONE TURN UP......DID THEY HELL

had letter confirming install time and date....

Idiots on phone had no idea what i was on about...

god help us all

*************************************

FleetFanatic

I've emailed a complaint to the very top.

neil.berkett@virginmedia.co.uk

CEO, Virgin Media

FleetFanatic

18.38 email sent to CEO of Virgin media (sometimes you have to go to the top.)

19.00 TV went blank as the Virgin box reset itself due to a remote reboot by Virgin & now all channels are back.

Coincidence or the CEO checking his blackberry or whatever?

Funny how quickly a company changes it's tune & can do something after all, eh?

bignred05

I had a similar experience recently with Virgin, wanted to cancel my V+ side of my package

after being passed from pillar to post via the Indian call centre, I eventually got through to someone in the UK anyway, my V+ channels & recording features was cut off immediately, again as you state despite my bill being paid for 1 month in advance
my basic TV channels where left on whilst my 30 day cancellation notice was in force

however VM retentions phoned me back within a few days with a very worthwhile deal to tempt me to stay (getting the same services, but paying less for them) :beer::beer::beer:

bignred05

FleetFanatic wrote: »

18.38 email sent to CEO of Virgin media (sometimes you have to go to the top.)

19.00 TV went blank as the Virgin box reset itself due to a remote reboot by Virgin & now all channels are back.

Coincidence or the CEO checking his blackberry or whatever?

Funny how quickly a company changes it's tune & can do something after all, eh?

Don't think you would of got a response so quickly from the CEO, usually in the past when I've emailed a CEO (@ carphone warehouse) the CEO has a select team of customer service advisers, they normally phone you back the following (working) day

Good luck

FleetFanatic

Not only was it rectified, but I received an email from the CEO an hour ago.



Quite impressed for a Saturday night.

macman

Or his gopher more likely.
But still a good result.

FleetFanatic

It have a feeling that it was Neil himself, based on something said in the email.
Oh and he did what he did despite currently being on holiday abroad! Full marks to him for that.

I almost feel guilty - but still took the opportunity to reply thanking him,
whilst also telling him everything that is wrong the customer service setup from a long standing customer's point of view.

jem16

bignred05 wrote: »

Don't think you would of got a response so quickly from the CEO, usually in the past when I've emailed a CEO (@ carphone warehouse) the CEO has a select team of customer service advisers, they normally phone you back the following (working) day

Good luck

I've emailed the CEO of Virgin and was phoned back within an hour, not by the CEO but by his staff. Same result though.

FleetFanatic

His staff followed up with a phone call this morning to discuss the issues. They even offered to bring my ugrade installations forward. For fear of it causing the same issue all over again, I declined, but asked that they remedy the cause so it doesn't happen to other customers.

They are also going to investigate the call centres with some 'mystery shopper style' phone calls, at times when they know it is more likely to be routed to India. You'd think that they do this already though, wouldn't you?