Unhappy Ex Virgin Customer

shaunsmonkey

Have been a long time Virgin customer for a number of years, always provided good service. Anyway as I moving in with the gf and she had sky I reluctantly phoned to cancel, after a few phone calls their retention department phoned me up and offered me a what I thought was a good deal. As I was about to go on holiday for a couple of weeks the woman in the retentions department said she would contact me wen Im back and after I had spoken to my gf to see if I wanted the deal.
I came back off holiday a few days ago but received no calls from Virgin and as the service from my address is due to be stopped tomorrow Wednesday the 10th of July I decided to phone them to say we would accept the offer they provided.
Whilst speaking to customer service they inform me that they cancelled my services early (on the 7th), they then put me through to retentions who they said would progress the orginal deal.
I spoke to a very rude person in the retentions team who said as they had cancelled my contract early they were unable to offer me a new deal (he basically didn't care for my custom is the impression I got). I then spoke to an advisor online via the web chat and he offered his apologies and told me to phone the Customer Care team who would offer me the deal.
I have just spoke to the customer care team who inform me that they have no notes on my account and that the retention team have not updated it so therefore don't believe that the offer that was made was genuine (basically calling me a liar). I asked them to pull up the phone records and listen to the call to which I was told that they don't keep all records and it would be too much work to go through all the calls to find out. They then offered me a deal at double the price I was quoted.

After many years of being a happy customer it has been destroyed in one day and to think I was willing to offer them my business.

Word of advice if anyone is thinking of joining Virgin.
:mad:

Heinz

I'd say the treatment you received shows how much Virgin valued your custom.

Investigate other options and never go back to Virgin. That'll teach them.

Buzby

Yes - grant idea! Go elsewhere and get state of the nation crappy BB.

When offers are made they are not open-ended, as for your supposition they are calling you a liar? Fanciful perhaps - why not take them to court for slander?

Seriously - it appears you've changed tack, you cancelled to rely on your GF service, then changed your mind to take their service. The deals you were offered were those available on that day. If they become over-subscribed, they are replaced. So you take what is offered if it suits you but you didn't - you tried to get the same deal down the line when it wasn't available. Whose fault is that?

Offers come and go - he who hesitates will lose, so you have to wait until the promotion cycle comes back round again.

mehera

Virgin sucks worse than sky methinks!!!!!

Stuff them all and get your self a Freesat + box and never look back!!!!!!