Is there any way to further a complaint - its been a month now and no response!!!

Maxie · 23-03-2007, 17:36

I originally complained to VM on 25th FEb about some majors problems they had caused, and on March 5th received a letter saying 'Customer Concern' would get back to me within 10 days by ringing me.
On 12th March I sent in a 2nd complaint letter (for 1 reason i thought 10 days was ridiculous - but mainly becuase they cocked things up further in that time and i had more reason to complain).

Its 11 days since i sent my 2nd letter, but nearly A MONTH since my original complaint.

I have heard NOTHING!

Anyone have any advice on how to take this further????

Paul H · 23-03-2007, 17:50

Quote:

Originally Posted by Maxie

I originally complained to VM on 25th FEb about some majors problems they had caused, and on March 5th received a letter saying 'Customer Concern' would get back to me within 10 days by ringing me.
On 12th March I sent in a 2nd complaint letter (for 1 reason i thought 10 days was ridiculous - but mainly becuase they cocked things up further in that time and i had more reason to complain).

Its 11 days since i sent my 2nd letter, but nearly A MONTH since my original complaint.

I have heard NOTHING!

Anyone have any advice on how to take this further????

Read the Virgin Media internal groups and see that it's not just you they're ignoring.

Maxie · 23-03-2007, 18:00

Quote:

Originally Posted by Paul H

Read the Virgin Media internal groups and see that it's not just you they're ignoring.

what are they and where do i find a link cheers.

Paul · 23-03-2007, 18:18

Unless you are a VM employee you won't have access to internal information but you might find info on the VM newsgroups.

Maxie · 23-03-2007, 19:18

Quote:

Originally Posted by Paul

Unless you are a VM employee you won't have access to internal information but you might find info on the VM newsgroups.

Oh, you mean these boards. yes, I can see how much theyre messing everyone around, but if they dont get back to me soon.............

thats why i want to email them.........very strongly!!!

Paul · 23-03-2007, 19:24

Erm this is a forum not a newsgroup, they are similar but you will probably find the newsgroups are a lot harsher in their treatment of VM as people only really use the newsgroups or forums like this to complain and rarely to just say they are happy with the service.

dodgem22 · 23-03-2007, 20:22

i complained 6 weeks ago by email and had forgotten about it but virgin called me today and apologised for there delay in responding to my complaint about my broadband and said they would credit my bill as a good will gesture they will more than likley be in touch eventually i got the feeling they got a back log to work trough the guy on the phone couldnt apologise enough

Paul H · 24-03-2007, 10:23

They're usually in virginmedia.feedback.
Latest one being that they were contacted the 7th March and still no reply.

<quote>
Don`t expect an answer. I did the same on the first of the month and again
ten days later and still no reply. They really need to sort themselves out.
Sky doesn`t need to try too hard to get customers, VM are doing it for them.
</quote>

phalanx · 29-03-2007, 19:17

I complained via email about a month ago . Got a letter last week and a phone call today. The very nice and helpful lady on the phone Knocked me a tenner a month of my bill for 6 Months and i managed to get a V+ box at no extra cost per month and she waved the install fee. I think a month is a bit long to wait but to be honest with all thats going on at the minute I assume they are just really backlogged with complaints.

starsailor123uk · 29-03-2007, 19:39

Quote:

Originally Posted by dodgem22

i complained 6 weeks ago by email and had forgotten about it but virgin called me today and apologised for there delay in responding to my complaint about my broadband and said they would credit my bill as a good will gesture they will more than likley be in touch eventually i got the feeling they got a back log to work trough the guy on the phone couldnt apologise enough

Me too but as I used the on-line system on virgin media I dont think that they answered my query and dont actually have a copy of it

might be an idea to include the original correspondence on the email response but maybe not including it is the plan