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A virgin mobile experience to blow the mind
eskimo26
Posts: 897 Forumite
Just recorded an amazing conversation, about 30 minutes of my time and probably phone bill wasted.
1. I call virgin broadband retentions about the price increase and they want to retain me, i ask for the online offer for new customers broadband + mobile for £30. He says we can't do it you have to speak to virgin mobile and passes me over.
2. Virgin mobile sales team lady tells me she has done this deal before for other customers but can't drop the price of mobile but broadband will drop to compensate. Total cost will be £30 as it is on the website.
3. I go back to retentions to discuss the price increase as they told me to call back and they can freeze it. I'm updating the retentions team on what virgin mobile have done and they tell me it's impossible for the mobile team to do any deals involving broadband period.
4. Five minutes of confusion later and he contacts the mobile team to confirm that it's not possible to do what the virgin mobile sales rep claimed. Confirmed they can't do anything regarding broadband so what she had done was put us on a full price mobile rolling contract and their would be no discount!
5. They can't cancel it until the sim arrives. I tell the guy at retentions that we do not have a virgin mobile or phone so it will cost use to call back and he gives me a freephone number.
6. I get cut off and call back to deal with the price increase and they give me £4.50 off so it's even cheaper then the price before the increase. I have a feeling the guy recognized me and knew what had gone on before.
But i mean really it is insane. Why offer this deal online for new customers but make it impossible to get the deal any other way. Then to lie to get a sale when i spoke to 3/4 different people from both teams that told me IT IS DEFINITELY not possible for one broadband team to deal with mobile and vice versa.
What do they get out of lying? I have her recorded confirming everything about 3 times. Weird and complete waste of my time.
They are combining the price online but the accounts are split between two departments that are not allowed to deal with the other, this is going to be a nightmare for any new customer that takes this deal and has an account or pricing issue. You will be passed from pillar to post don't do it.
tldr: recorded the virgin mobile sales rep lying to me about discounting my broadband to sign me up to full price rolling mobile contract.
1. I call virgin broadband retentions about the price increase and they want to retain me, i ask for the online offer for new customers broadband + mobile for £30. He says we can't do it you have to speak to virgin mobile and passes me over.
2. Virgin mobile sales team lady tells me she has done this deal before for other customers but can't drop the price of mobile but broadband will drop to compensate. Total cost will be £30 as it is on the website.
3. I go back to retentions to discuss the price increase as they told me to call back and they can freeze it. I'm updating the retentions team on what virgin mobile have done and they tell me it's impossible for the mobile team to do any deals involving broadband period.
4. Five minutes of confusion later and he contacts the mobile team to confirm that it's not possible to do what the virgin mobile sales rep claimed. Confirmed they can't do anything regarding broadband so what she had done was put us on a full price mobile rolling contract and their would be no discount!
5. They can't cancel it until the sim arrives. I tell the guy at retentions that we do not have a virgin mobile or phone so it will cost use to call back and he gives me a freephone number.
6. I get cut off and call back to deal with the price increase and they give me £4.50 off so it's even cheaper then the price before the increase. I have a feeling the guy recognized me and knew what had gone on before.
But i mean really it is insane. Why offer this deal online for new customers but make it impossible to get the deal any other way. Then to lie to get a sale when i spoke to 3/4 different people from both teams that told me IT IS DEFINITELY not possible for one broadband team to deal with mobile and vice versa.
What do they get out of lying? I have her recorded confirming everything about 3 times. Weird and complete waste of my time.
They are combining the price online but the accounts are split between two departments that are not allowed to deal with the other, this is going to be a nightmare for any new customer that takes this deal and has an account or pricing issue. You will be passed from pillar to post don't do it.
tldr: recorded the virgin mobile sales rep lying to me about discounting my broadband to sign me up to full price rolling mobile contract.
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