Virgin Media Fault Resolution - Happy Ending
Discussion
Had a fault on our landline that we don't even use so used it as an excuse to get converted to the new router based system. Terrible service in getting an adaptor sent out. Three lots of chasing up and then I gave up and sent a speculative email to the CEO to see what would happen. Laid it all out in detail and said I was leaving at the next contract end and would be looking at loss of service type comebacks.
One day later an email from their team, then an engineer out the next afternoon. Problem solved. Got a call today with an offer of two free months for our trouble.
It pays to go to the top it seems.
One day later an email from their team, then an engineer out the next afternoon. Problem solved. Got a call today with an offer of two free months for our trouble.
It pays to go to the top it seems.
cobra kid said:
Had a fault on our landline that we don't even use so used it as an excuse to get converted to the new router based system. Terrible service in getting an adaptor sent out. Three lots of chasing up and then I gave up and sent a speculative email to the CEO to see what would happen. Laid it all out in detail and said I was leaving at the next contract end and would be looking at loss of service type comebacks.
One day later an email from their team, then an engineer out the next afternoon. Problem solved. Got a call today with an offer of two free months for our trouble.
It pays to go to the top it seems.
It does. I use it all of the time when something doesn’t suit. I learned that lesson in industry before becoming self-employed. As an old manager once said - if the MD asks you to do something. It gets done immediately. If the woman in our telesales team asks you to do something, you’ll eventually get round to it…One day later an email from their team, then an engineer out the next afternoon. Problem solved. Got a call today with an offer of two free months for our trouble.
It pays to go to the top it seems.
That's just the sorry state of customer service. Imagine all the problems the call agents have to deal with and they have their hands tied? 1 email to the CEO office and its delt with. A customer is a customer at the end of the day regardless of what channel you went through. I am petty sure if everyone went to the top first then the first line customer service would drastically improve.
Its not just Virgin though, every single company going has terrible customer service recently.
Its not just Virgin though, every single company going has terrible customer service recently.
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