Virgin Media - new name, same problems

paradoxia

Venting about Virgin Media

I signed up to a special offer package last month which basically gave me 1/2 price broadband for 3 months as I was not happy with my current charge £35.

Needless to say the bill arrived and there was no credit for £17.50

When I phoned up Virgin Media the retentions bloke could see it on my account but tried to fob me off by saying the statement was printed before the discount was applied and that he would reapply it and to check next months bill for the discount. This I knew was total B/S as there was an itemised credit on the bill dated 29th January and the statement was explicitly dated 12th February.

Therefore when I asked for it to all be backdated as I was told it was ok he got defensive and told me he was doing me a favour by even adding it back on as I had a deal before in May 2005 (???) - After I argued that was not my problem I had been offered a deal and I accepted in early January so I was expecting it - he told me I needed to speak to the person who set up the deal but would not put my through to her unless I knew her surname and extension number? I only knew her first name, this was not good enough for him even though he admitted all the details were on the call notes.

I told him I had the first name and he could tally that with the relevant call notes, but he decided to hang up on me after than mid sentance.

Phoned back and got sorted with a lovely woman who couldn't apoligise enough and credited my account and set the deal up again accordingly, surprisingly there were no call notes available from the previous call ???

Anyway my moral here is get the full name of the person you are speaking to or their first name and extension if they will not give the surname before you discuss anything then they cannot hang up on you and not be traceable!!

iceicebaby

Most Call centre workers for most companies are not obliged to give their surnames. Most telephone systems do not have extension numbers for each operator, just turrets that they plug into, not phones as you would imagine them to be. So people cannot usually be traced by an extension number as they dont exist!

However, as all calls are recorded if you give a supervisor or manager the tel no you called from, they can trace all calls you have ever made into the company to whoever.

Edited to say ... the virgin meadia person as described above needs a good leson in customer service though!

Heinz

iceicebaby wrote:

Edited to say ... the virgin meadia person as described above needs a good leson in customer service though!

No he doesn't.

He needs sacking.