50MB Install gone wrong, not a good start!

Trident · 14-03-2010, 12:27

Hi Guys,

I’m looking for some advise here really, I am having issues with VM customer Services and need to know who are the best people to try and talk to, to get things done. Here's my story;

Just moved into a new build flat and ordered the 50MB broadband a couple of weeks ago. The install date was set for yesterday (13/03) between 1 and 6. At about 10 I got a call from an engineer asking if they could come and visit my property early, brilliant I thought. I managed to leave work early, as I had only booked the afternoon off, and get back at 10:30 just before the engineer arrived.

Upon arrival he chirped up 'oh were only here to pull the cable for you, not the actual modem install. The modem guy will be coming this afternoon'. I then had to phone work and let them know that I wouldn’t be coming in this afternoon either, this didn’t go down well. The engineers were here for about 10 minutes as the building was already cabled for Virgin and all they had to do was put a faceplate on the wall. I asked when the modem guy would be coming and the engineer said he would give him a call to let him know the cables had been pulled and he would be over shortly. Nice guys did a good job, not problems there.

I then waited around for the second engineer to arrive but by 4:00 there was still no sign of him, so I called VM. Spoke to a lady who put me on hold and come back after a few minutes saying she had spoken to the installs team and the engineer was just finishing up on his last job and would be with me 'very soon'.

Waited a while longer until 5:45, the slot being between 1 and 6, and called VM again as there was still no sign of the engineer. Asked CS where the engineer was and they told me that the visit had been rebooked for Tuesday (16/03), and that I ‘should feel lucky for getting that slot’. When I asked why the engineer didn’t turn up when he was supposed to CS told me he didn’t know, I insisted that he find out why! After 20 minutes on hold he said he had spoken to the installs team and they 'honestly don’t know why' the engineer didn’t turn up.

I told CS that I wouldn’t be home on Tuesday and would need to have an engineer after 6:30 during the week as I am at work all day. The CS guy put me back on hold while he spoke to the installs team, 15 minutes later he is back saying that the ‘installs team won’t take your call’ but he has got a CS Manager on the line who I can speak to and ‘give him the flack’. By this time I just felt like the CS guy just wanted me to go away and he didn’t seem to care at all about my problem.

I was then passed over to the CS Manager, I then said to him that I want to know why the engineer didn’t turn up and he not knowing was not good enough. He then told me straight away that it was because the second engineer was never booked for a visit!! All that was booked was a ‘re-pull’ of the cable. I said to him that therefore when I called at 4:00 and the CS lady told me the engineer was on his last job and would be with me shortly was a complete fabrication, he just paused and said ‘well yes.’

By this point I was really beginning to get angry, I work in a support role and know that screaming and shouting at someone over the phone doesn’t get you anywhere so had been completely calm and respectful up until now, but this was now 80 minutes of being on the phone to VM and it just felt like I was being lied to. I just said to the CS Manager that he needs to get an engineer booked to my flat on Tuesday after 6:30. I was then on hold for a further 10 minutes when he came back to me saying he was still on hold with the install team and would call me back rather than keep me on hold. I confirmed with him my number and that he would call me back that evening.

I thought finally I’m getting somewhere! But that was short lived, the CS Manager never phoned me back. So I called this morning to chase and find out what is happening with the install. I spoke to a lady in CS again who said that the install team was closed and there was nothing she could do, that’s fair enough it is a Sunday after all. Just before getting off the phone she was very pleased to look through the notes and tell me that my install had been booked for Tuesday morning, not at 6:30 as I had been promised. I just said to her thanks for your help and put the phone down as there was no point in trying to argue with her.

So I now have to call VM again tomorrow and try and track down the CS Manager who spoke to me to chase the phone call he never made back to me. Surely customers shouldn’t have to case a CS Manager? Surely this is someone who has been trained and has experience in resolving customer issues?

Sorry about my rant but this whole experience has really put me off Virgin, if I don’t get a decent result tomorrow I think I’m just going to phone and cancel the order.

Do you guys know if there is another team I should rather try and talk to who would be better placed to help me? Any suggestions would be greatly appreciated!

Stu

fireman328 · 14-03-2010, 12:33

Par for the course.

iNvidious01 · 15-03-2010, 01:49

i've got an install for 50mb this thursday, your not helping lol

Trident · 15-03-2010, 14:59

Well, just phoned VM and they have assured me that an engineer will be coming to my house tomorrow betweek 8 and 1. But what the CS has now let slip is that I might not even be able to get 50MB!

We will have to see...

*sloman* · 15-03-2010, 18:15

@Trident

Call back/write a letter asking to be reimbursed for your time, if they cant send you a chq for your hourly work rate request a figure off your bill.

Back in the day of NTL i managed to get £50 credited to my account by customer relations manager for a similar thing. kick off long enough and hard enough they will give you what you want to get off the phone!

Trident · 15-03-2010, 18:58

Just got a call back from the CS Manager that I was originally talking to. Actually had a very good conversation with him, he explained why the original engineer didn’t turn up and apologised for the "miss-information" that I had been given. He said that the original engineer had a family emergency to attend to so all of his appointment for Saturday had been rescheduled.

He is going to give me 3 months free and a further 2 at half price so I’m pretty happy. I understand that mistakes happen and now that everything has been explained to me I am much happier. Just goes to prove that there are a good bunch of people working at VM, you just have to find them lol.

I just hope that all goes well tomorrow!

*sloman* · 15-03-2010, 21:23

brilliant result

Trident · 16-03-2010, 20:51

Just got home and the install has been done.

Things are good....

Well done Virgin!

moiraf100 · 16-03-2010, 20:55

Great news!

secretmsg · 18-03-2010, 18:20

Did you got 50mb as soon as your modem is being installed or you had to wait for few hours to get full 50meg

Trident · 19-03-2010, 00:07

I got 50mb right away as the engineer did a speed test when he installed the modem. If ur doing a speed test now it's not the best time as mine slows down to 40 -45 mb in the evening. Any other time I get full 50 mb

sstainer · 19-03-2010, 00:50

lucky you i had my 50mb install last week but cant get any better than top speeds of 30mb try to speak to virgin & get told nothing is wrong
but glad they sorted it all in the end

Martyn · 14-04-2011, 14:56

show us pingtest.net result!

craigj2k12 · 14-04-2011, 16:23

Quote:

Originally Posted by Martyn

show us pingtest.net result!

this thread is over a year old!