Customer complaint timescale

Theodoric · 13-03-2007, 18:32

I phoned CS yesterday to see how my complaint about no-one replying to my email was progressing. Anyway, I was rather surprised to be told that VM allow themselves up to 2 weeks to reply to any complaint. Now, this isn't important in my case as it isn't particularly time critical - just annoying, but if you had a serious complaint, say your phone line was down and the promised engineer didn't turn up, then a 2 week delay in responding would definitely come under the heading of unacceptable.

Perhaps VM deal with complaints on the basis of their urgency and, then again, perhaps they don't - who knows? The bottom line seems to be that they have allowed themselves a pretty generous leeway for all cases.

I wonder if the person I spoke to said something that she shouldn't have; as far as I can see, VM definitely don't admit to this lengthy delay on their web site.

awibble · 14-03-2007, 07:33

I was told the same, well i was told if i send in a letter (addressed to NTL) that i would get a response within 2 days saying thanks for your letter, and then an answer within 2 weeks, and i think they said something about 90days to resolve it

Itshim · 14-03-2007, 07:46

told by E mail normally 48hr but could be 5 days, & thats today!

awibble · 14-03-2007, 09:38

for an email response? Join the queue, 8 days today for me.

AndyCambs · 14-03-2007, 10:28

My complaint about the railway company to Passenger Focus received the response that they would get back to me within 35 days. Even then they came back and said that they would not be able to meet the dead line.. So two weeks isn't bad. It's also standard to ensure that they have time to investigate the problems and come back with a full answer.

gario · 14-03-2007, 10:43

Quote:

Originally Posted by awibble

for an email response? Join the queue, 8 days today for me.

6 days so far for me

I emailed again on monday and had a reply saying that usually there will be a reply within 24 hours.

I'm still waiting

tekboss · 14-03-2007, 12:55

It would appear they're still sending out an automatic responce e-mail stating "they'll get back to you within 24 or 48 hours" but in fact it's taking much, much longer than that.

I've been told that there's a backlog of e-mails and they're working through them as fast as they can.

Took me more than 3 weeks to get my problem sorted and only after i fired off an e-mail to senior management.

Received a letter from Ryan Pursey, Customer Loyality and Resoluation Manager, stating that it can now take up to 10 working days to look into a complaint.

And they also have up to 90 days to resolve any issues before it can be passed on the regulator or arbitration.

Itshim · 15-03-2007, 13:47

ok its now day 6. I have never found such poor service any were on the web.

Virgin really know how not to use E Mail. Poor service. rip off pricing policy (see nationwide ad but change the name of the "bank") C***py software.
The list just gets longer . & People still buy in to ever dearer kit. At this stage of the game WHY?

---------- Post added at 14:47 ---------- Previous post was at 14:45 ----------

" Ryan Pursey, Customer Loyality and Resoluation Manager"

Do you have his E mail address & can you pass it on

AndyCambs · 15-03-2007, 13:49

To be fair, you have to allow a reasonable time for them to investigate your complaint. As I posted about - Passenger Focus wanted 35 days to respond to my complaint, and even then took longer.

awibble · 16-03-2007, 06:55

Quote:

Originally Posted by AndyCambs

To be fair, you have to allow a reasonable time for them to investigate your complaint. As I posted about - Passenger Focus wanted 35 days to respond to my complaint, and even then took longer.

I thought the key was getting them to read your complaint, never mind investigate it.

I got a response to my first email, which was basically a cut and paste of the press releace about virgin not paying to keep sky (dont care how they put it thats what happened). However, it didnt answer one of the 10 or 11 questions that i had. But when you get a reply, there is no way for you to reply, no way for you to contact the person that replied to you, and if you do want to reply you have to send in a new message. So really, ive been waiting ab out 3 weeks for answers now. At least everything is working properly, just a little annoyed about the lack of customer service.

Can anyone tell me how to get a response from a human at VM? I'm sure theres a way as you can speak to them, they just dont want to deal with complaints.

tekboss · 17-03-2007, 19:37

Quote:

Originally Posted by Itshim

ok its now day 6. I have never found such poor service any were on the web.

Virgin really know how not to use E Mail. Poor service. rip off pricing policy (see nationwide ad but change the name of the "bank") C***py software.
The list just gets longer . & People still buy in to ever dearer kit. At this stage of the game WHY?

---------- Post added at 14:47 ---------- Previous post was at 14:45 ----------

" Ryan Pursey, Customer Loyality and Resoluation Manager"

Do you have his E mail address & can you pass it on

I don't have an actual e-mail for this guy, but i'm not sure i'd post it in an open forum if i did have.

The only address i have for Ryan Pursey is :-

Virgin Media
PO Box 333
Matrix Court
Swansea
SA7 9BB

starsailor123uk · 17-03-2007, 19:58

Quote:

Originally Posted by tekboss

I don't have an actual e-mail for this guy, but i'm not sure i'd post it in an open forum if i did have.

The only address i have for Ryan Pursey is :-

Virgin Media
PO Box 333
Matrix Court
Swansea
SA7 9BB

Does he exist. I made a complaint in october last year and received a letter from RP sayign thank you.. looking into it.....will contact you soon. nothing happened and in january wrote a second letter to restate the complaint and the lack of progress by RP. Received a letter from RP sayign thank you.. looking into it.....will contact you soon. it was a mass produced letter both times

tekboss · 17-03-2007, 23:49

Quote:

Originally Posted by starsailor123uk

Does he exist. I made a complaint in october last year and received a letter from RP sayign thank you.. looking into it.....will contact you soon. nothing happened and in january wrote a second letter to restate the complaint and the lack of progress by RP. Received a letter from RP sayign thank you.. looking into it.....will contact you soon. it was a mass produced letter both times

As far as i'm aware he does exist, although he probably doesn't handle complaints directly, despite the fancy title.

If i don't hear back from him about my complaint then Steve Burch will be getting another e-mail dropped into his mail box.

**Maggy J** · 18-03-2007, 00:30

Nynex hardly ever responded to emails,ditto Cable and Wireless and ditto NTL so I very much doubt VM will be any better either.After all they seem to have expended more effort into telephone help lines instead.

In fact if we ask any former CS or present CS personel I'm pretty sure they will say that emails only get dealt with in between phone calls...and as and when anyone can get around to checking emails.

Itshim · 18-03-2007, 07:28

Quote:

Originally Posted by Incognitas

Nynex hardly ever responded to emails,ditto Cable and Wireless and ditto NTL so I very much doubt VM will be any better either.After all they seem to have expended more effort into telephone help lines instead.

In fact if we ask any former CS or present CS personel I'm pretty sure they will say that emails only get dealt with in between phone calls...and as and when anyone can get around to checking emails.

So much for progress But I guess that explains it.A lot I guess would have trouble with the written word,& it would explain why when I am sure they all have scripts they come back with different answers all the time. Can any one say do they" fly be the seat of their pants" or follow a script?