Soldato
- Joined
- 11 Sep 2009
- Posts
- 14,064
- Location
- France, Alsace
Complaints & Customer Service (Not OCUK related)
Well recently I've had the joys of moving house, in the midst of all the our start up is plodding on, my girlfriend has a tumour and my nan has had a nasty fall so stress levels have been peaking.
So, the joys of dealing with companies and setting up accounts was something I was really looking forward to. We had Sky installed, which was a slight bind (they did not turn up in the slot they alotted and I had to go back to work, so they then rearranged it for a week later...) but we got there and they commincated with us, so my pain was slightly softened.
Then came our internet. Sky wouldn't allow us to get 2 of their BB packages with the view to binding them, so we went with Virgin who offered the 20MB line. Great.
What a mission that's been. We were due to be provisioned and activated on 4th October, and the BT engineer did his bit and let Virgin know. We were told it would be active by midnight. Nothing.
I called Virgin, who said it was BT's fault and they would sort it within 24hrs. I heard nothing from them at all and nothing happened. I called them up and said I was not prepared to be fobbed off and was told I would receive a call back in 1hr, no call back no update. I made 5 calls to them, to be told different things and no one took responsibility.
On my 3rd call of yesterday, a lady from support said "oh, looks like when I refreshed it just then your account became active..."
I asked, "can you tell me the timestamp on the account on exactly when the line became active..."
I was told in the most flippant manner "Twellllve thiiirty sevvven... do you want the seconds as well?!"
For customer service I was shocked and angered and explained that I was actually told I would get a call, which I hadn't received and I wanted to know whether the activation was a product of my call or whether it happened prior to this. It was due to my call, so I asked to speak to customer services and she put me on hold for 10minutes and then redirected my call back to the main virgin number (the annoying automated one).
This really annoyed me. So what do you do when you want to make a song and dance? I thought 2 fold. I found the name of the Head of Customer Experience for Virgin (Liz Lunn - [email protected]) and sent her an email professionally explaining the situation and my annoyance.
I also used Twitter, which I find very good for this. @virginmedia is who represents them, so a few well aimed bashings that way and I had someone calling me straight away. They made sure I was set up, gave me direct line contact numbers, and to top it off have waived £90 off our account for all set up, engineers, first month and credit to the account.
After a bad week, I finally got a result and feel all the effort and shouting was worthwhile.
Cool story bro, I know, but anyone else got any tales of when they have had success in challenging companies? If so how did you go about it?
Be interesting to see!
Well recently I've had the joys of moving house, in the midst of all the our start up is plodding on, my girlfriend has a tumour and my nan has had a nasty fall so stress levels have been peaking.
So, the joys of dealing with companies and setting up accounts was something I was really looking forward to. We had Sky installed, which was a slight bind (they did not turn up in the slot they alotted and I had to go back to work, so they then rearranged it for a week later...) but we got there and they commincated with us, so my pain was slightly softened.
Then came our internet. Sky wouldn't allow us to get 2 of their BB packages with the view to binding them, so we went with Virgin who offered the 20MB line. Great.
What a mission that's been. We were due to be provisioned and activated on 4th October, and the BT engineer did his bit and let Virgin know. We were told it would be active by midnight. Nothing.
I called Virgin, who said it was BT's fault and they would sort it within 24hrs. I heard nothing from them at all and nothing happened. I called them up and said I was not prepared to be fobbed off and was told I would receive a call back in 1hr, no call back no update. I made 5 calls to them, to be told different things and no one took responsibility.
On my 3rd call of yesterday, a lady from support said "oh, looks like when I refreshed it just then your account became active..."
I asked, "can you tell me the timestamp on the account on exactly when the line became active..."
I was told in the most flippant manner "Twellllve thiiirty sevvven... do you want the seconds as well?!"
For customer service I was shocked and angered and explained that I was actually told I would get a call, which I hadn't received and I wanted to know whether the activation was a product of my call or whether it happened prior to this. It was due to my call, so I asked to speak to customer services and she put me on hold for 10minutes and then redirected my call back to the main virgin number (the annoying automated one).
This really annoyed me. So what do you do when you want to make a song and dance? I thought 2 fold. I found the name of the Head of Customer Experience for Virgin (Liz Lunn - [email protected]) and sent her an email professionally explaining the situation and my annoyance.
I also used Twitter, which I find very good for this. @virginmedia is who represents them, so a few well aimed bashings that way and I had someone calling me straight away. They made sure I was set up, gave me direct line contact numbers, and to top it off have waived £90 off our account for all set up, engineers, first month and credit to the account.
After a bad week, I finally got a result and feel all the effort and shouting was worthwhile.
Cool story bro, I know, but anyone else got any tales of when they have had success in challenging companies? If so how did you go about it?
Be interesting to see!
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