Poor Virgin service

hansi

Having recently signed up to the TV and phone service, my STB was installed on Thursday with no problem and I was gven a temporary phone number with Virgin prior to my BT number being transferred. Or so I thought! After speaking to three dfferent people who confirmed that the transfer would take place on 1st March, nothing happened. A Virgin engineer called yesterday to check the installation and I mentioned to him about the phone and he contacted Virgin who told him that they had no record of the number change request!!!!!!!!!!! I went up the wall and told them to forget it, but he persisted with the person he was talking to and told hime to " pull his finger out" and "do something for the customer" or we will lose him. To be fair, someone rang me half an hour later and apologised and asked that if the switch could be made as a "rush order" by 8th March instead of waiting the usual 10 days, would I stay with Virgin. I said that depended on what he could offer me so immediately he offered free daytime, evening and weekend calls for three months so I agreed. Let's hope it does happen on 8th March or I will explode! Shades of ntl service (sic) here?

Heinz

Isn't it strange how different people look at things?

I'd say that was excellent Virgin service - someone made a mistake but they corrected it with interest (OK, with a bit of pushing from one of their own employees).

hansi

Sorry, but I'm not with you. It should have been done correctly in the first place and then I wouldn't have had to go through all that hassle!

Heinz

hansi wrote:

Sorry, but I'm not with you. It should have been done correctly in the first place and then I wouldn't have had to go through all that hassle!

Agreed but, when the error was pointed out to them, they corrected it and 'paid' compensation for their error.

hansi

Yes, but only after I had said I would cancel it and go back to BT. I just found them totally inefficient in the first instance. Once I had told the first person I spoke to about the phone transfer, it should have ben recorded, but it wasn't, even when I spoke to them on subsequent occasions. That is outrageous!

diamonds

free calls for 3 months - screw up or not, you gotta be thankful could just have refunded the excess days BT line rental

sometimes this board gets greedy and its not like none of us have never made an error @ work

hansi

What do you mean "Could have refunded the BT excess rental" There is no excess rental, I still have my BT line until 8th March, but I'm not holding my breath!! I'm not greedy, I just wanted them to do what they said they would do, and they didn't.

diamonds

greedy was just a generalisation of MSE, of which sometimes poster's do get!

excess being the amount due to BT between 1/3 & 8/1 while waiting for transfer to your V line

I thinks ya gotta good deal, an apology and making you not out of pocket is all any company has to do......

Brindle_2

Useless, Plain and simple.

I am calling up in the morning to cancel my service after 6 years with Telewest, no major problems.

Virgin have ruined it in one night.

They should seriously reconsider the words customer service, it doesn't exsist.

Can't handle simple requests and try to charge you for bills you haven't even seen.

GOOD BYE VIRGIN!

Ah thats feels better.....

Heinz

Brindle wrote:

Useless, Plain and simple.

I am calling up in the morning to cancel my service after 6 years with Telewest, no major problems.

Virgin have ruined it in one night.

They should seriously reconsider the words customer service, it doesn't exsist.

You must be mistaken, surely?

http://www.theregister.co.uk/2006/11...s_virgin_50mb/

Virgin Media promises to live up to Virgin's long-established reputation for offering world class customer service.

Brindle_2

Just like Blair used the line "Things can only get better!"

The funniest thing I have read all year.

Next will hear that Blair never raised any taxes.

Virgin should be sued for falsing asvertising like that. It laughable there service and thats being nice!