karlos00
24-10-2007, 10:50
Hi all,
Well I've been a happy NTL/Virgin customer since 1998, rarely things have gone wrong, but when they have, been dealt with pretty well. Infact I'm probably one of the lucky ones when an engineer has only failed to turn up on 3 occasions.;)
However, my experience this week has certainly damaged my opinion of Virgin's customer service.
Here's my story..
Ever since day one I have had separate bills for each of my services, 1 for TV, 1 for phone and 1 for BB. Always an interesting phone call when they bill me incorrectly or there is a fault, for example, an engineer turned up with a phone testing kit for my TV outtage as it was logged onto the wrong account.
I like many people, were looking forward to a combined bill when the recent migration was completed. Unfortunately, this was not the case. I was billed £18 for my BB, £11 for my phone and a whopping £36 for my TV instead of the usual £1.25. (Yes, I got a bill every month for £1.25, I let them off the 25p overcharge..;))
So, I phoned up CS and got through to a rep who clearly didn't understand my point and all he could say that I was billed correctly on my TV account as it was £20.50 for one month and the rest for a partial month.
He eventually gave up and transferred (without telling me) me to a lovely lady in Scotland who did take the time to listen and after checking with a colleague informed me that she couldn't help as the system would not allow her to add the necessary discount to make it the 3 for £30 deal. She passed me through to retentions as this was the department who could help and after waiting 40 minutes, the rep was surprised that I had slipped through the system with this problem. He couldn't help with a set discount but kindly cleared my TV account (I'd have paid the £1.25 no problem!) and forwarded on my details to the department who look after merging multiple accounts into 1. I expressed my concern about the possibility of being cut off and he assured that I would not.
I arrived home on Monday to find no BB connection. There was no ready light iluminated. It's after CS are closed so I do not do anything as sure as eggs is eggs, I have been disconnected.
I phoned up immediately on Tuesday morning before work and spoke to a rep and he assured me that the merger had gone through successfully and everything was fine on my account. He advised me to call TS.
I got back from work and called TS. The advisor informed me that if the ready light is off, there are only two reasons, either the area is down or I have been disconnected. She looked at my details and confirmed that on Monday I was disconnected. :rolleyes: I asked her if she could credit my account for the cost of the call as none of this was my fault and I had been advised by CS to call TS. She told me that she couldn't and to talk to CS. She gave me the call reference number.
Back to CS, I explained the problem yet again, and after 5 minutes she found that I was disconnected but the merged account wasn't reconnected. I made my frustration clear as I could not understand why a) this has happened and b) why the person I spoke to in the morning couldn't tell me what she had and c) most importantly, why was I disconnected in the first place. She said that she understood my frustration but she couldn't help with reconnections and would send an email to "two guys, who are really good at their job" who would be able to help and I'ld be up and running definately in 24 hours.
I finally explained the issue with the TS call and she was surprised that they didn't credit the call back there and then and expressed surprise when I said that the rep had told me that she couldn't. I asked if she can and she asked how long I was on, I said maybe 10 minutes but I have the reference number that surely would hold such detail. That doesn't help apparently, and she recommended that I call back later in the week when the call is shown on my bill to get a credit on my account. Again, different answers from the same company.
So now, I'm sitting at work, waiting for 4pm to call CS and ask them to look to see if my BB has now been reconnected so at least if it isn't, there might be someone still working who can help before they leave for the night.
Thanks to anyone who actually read this as I've used it so say, "sorry guys, I thought you were over-reacting when I read all the nightmare stories"
I am currently in that boat and I am wondering where the life-jackets are!
Well I've been a happy NTL/Virgin customer since 1998, rarely things have gone wrong, but when they have, been dealt with pretty well. Infact I'm probably one of the lucky ones when an engineer has only failed to turn up on 3 occasions.;)
However, my experience this week has certainly damaged my opinion of Virgin's customer service.
Here's my story..
Ever since day one I have had separate bills for each of my services, 1 for TV, 1 for phone and 1 for BB. Always an interesting phone call when they bill me incorrectly or there is a fault, for example, an engineer turned up with a phone testing kit for my TV outtage as it was logged onto the wrong account.
I like many people, were looking forward to a combined bill when the recent migration was completed. Unfortunately, this was not the case. I was billed £18 for my BB, £11 for my phone and a whopping £36 for my TV instead of the usual £1.25. (Yes, I got a bill every month for £1.25, I let them off the 25p overcharge..;))
So, I phoned up CS and got through to a rep who clearly didn't understand my point and all he could say that I was billed correctly on my TV account as it was £20.50 for one month and the rest for a partial month.
He eventually gave up and transferred (without telling me) me to a lovely lady in Scotland who did take the time to listen and after checking with a colleague informed me that she couldn't help as the system would not allow her to add the necessary discount to make it the 3 for £30 deal. She passed me through to retentions as this was the department who could help and after waiting 40 minutes, the rep was surprised that I had slipped through the system with this problem. He couldn't help with a set discount but kindly cleared my TV account (I'd have paid the £1.25 no problem!) and forwarded on my details to the department who look after merging multiple accounts into 1. I expressed my concern about the possibility of being cut off and he assured that I would not.
I arrived home on Monday to find no BB connection. There was no ready light iluminated. It's after CS are closed so I do not do anything as sure as eggs is eggs, I have been disconnected.
I phoned up immediately on Tuesday morning before work and spoke to a rep and he assured me that the merger had gone through successfully and everything was fine on my account. He advised me to call TS.
I got back from work and called TS. The advisor informed me that if the ready light is off, there are only two reasons, either the area is down or I have been disconnected. She looked at my details and confirmed that on Monday I was disconnected. :rolleyes: I asked her if she could credit my account for the cost of the call as none of this was my fault and I had been advised by CS to call TS. She told me that she couldn't and to talk to CS. She gave me the call reference number.
Back to CS, I explained the problem yet again, and after 5 minutes she found that I was disconnected but the merged account wasn't reconnected. I made my frustration clear as I could not understand why a) this has happened and b) why the person I spoke to in the morning couldn't tell me what she had and c) most importantly, why was I disconnected in the first place. She said that she understood my frustration but she couldn't help with reconnections and would send an email to "two guys, who are really good at their job" who would be able to help and I'ld be up and running definately in 24 hours.
I finally explained the issue with the TS call and she was surprised that they didn't credit the call back there and then and expressed surprise when I said that the rep had told me that she couldn't. I asked if she can and she asked how long I was on, I said maybe 10 minutes but I have the reference number that surely would hold such detail. That doesn't help apparently, and she recommended that I call back later in the week when the call is shown on my bill to get a credit on my account. Again, different answers from the same company.
So now, I'm sitting at work, waiting for 4pm to call CS and ask them to look to see if my BB has now been reconnected so at least if it isn't, there might be someone still working who can help before they leave for the night.
Thanks to anyone who actually read this as I've used it so say, "sorry guys, I thought you were over-reacting when I read all the nightmare stories"
I am currently in that boat and I am wondering where the life-jackets are!