hobbitfeet
25-11-2008, 12:10
Hi
Im hoping someone can help as im discovering that virgin customer services are REALLY unhelpful!!
Last night I ordered a package online for my mum, ('XL' phone, 'M' TV with V+HD box) credit check done, order accepted and advised that paperwork will be sent out confirming order and contract to sign and return.
The online form did not have an option for putting the landlords details in (for virgin to ask for permission to install) so this morning I called the installation line but was told I needed to advise 'sales'
The girl in the sales dept said that V+ cannot be ordered over the internet as there is the £75 one off fee to pay for, that has to be authorised on the phone. Therefore the order that I placed would not be processed unless I get my mum to call and reorder. (She even gave me a separate landline number and her name, for my mum to ask for her personally!!)
The advise given online said nothing about having to call to activate the order or to pay the £75.
Is this correct? I suspect that she was about to cancel the order and redo it via sales, so she could get the commision, rather than my mum getting the 'online order discount'
Am I being paranoid?
I have not had an email confirmation of the order, and we put in a preferred installation date of next monday! Do they usually call to confirm/change the installation date or just turn up?
Slight panic setting in as the £75 installation finishes this sunday (or is it a DFS sale where another one will start monday!!)
I would appreciate your advice.
Thank you
Im hoping someone can help as im discovering that virgin customer services are REALLY unhelpful!!
Last night I ordered a package online for my mum, ('XL' phone, 'M' TV with V+HD box) credit check done, order accepted and advised that paperwork will be sent out confirming order and contract to sign and return.
The online form did not have an option for putting the landlords details in (for virgin to ask for permission to install) so this morning I called the installation line but was told I needed to advise 'sales'
The girl in the sales dept said that V+ cannot be ordered over the internet as there is the £75 one off fee to pay for, that has to be authorised on the phone. Therefore the order that I placed would not be processed unless I get my mum to call and reorder. (She even gave me a separate landline number and her name, for my mum to ask for her personally!!)
The advise given online said nothing about having to call to activate the order or to pay the £75.
Is this correct? I suspect that she was about to cancel the order and redo it via sales, so she could get the commision, rather than my mum getting the 'online order discount'
Am I being paranoid?
I have not had an email confirmation of the order, and we put in a preferred installation date of next monday! Do they usually call to confirm/change the installation date or just turn up?
Slight panic setting in as the £75 installation finishes this sunday (or is it a DFS sale where another one will start monday!!)
I would appreciate your advice.
Thank you