ozziestu
19-08-2009, 21:13
Last week I posted about how I received good service from the 50meg support team and how they impressed.
Today an engineer was due to visit as arranged to sort out the issues. Booked in between 4 and 7 I put off some family time (to the annoyance of my wife and kids) and waited patiently with a view to finally putting 2 weeks of poor speeds to rest. I anticipated no further issues - get things sorted and move on I thought.
The engineer didn't turn up. Not only didn't he turn up but he failed to let me know. That in itself is bad enough but only yesterday I gave tech support my mobile number (which btw i don't usually give to any utility). They texted me to confirm the appointment but they couldn't do the same to say they weren't coming.
I complained to some indian guy who seemed only interested in rebooking his engineer. Of course he sincerely apologised. Of course he didn't really deviate from his script. I spoke to a manager who went through the same routine. Yada yada yada. No explanation WHY he didn't turn up or WHY no one called me to let me know. Nothing.
So to the helpful UK staff who frequent this forum (and whom I was so pleased to compliment last week) please explain why this happened, who can I complain to, and more importantly for me is for you to pass on this feeling of anger to your superiors that on this occasion I feel completely let down by your company. Because this incident is the culmination of two weeks of very poor installation issues, poor speeds and now recently, wireless dropouts from what appears to be the most useless router I have ever used.
Hopefully when training your staff about customer care, perhaps you could include a section for the engineers to spare a thought for the inocent customer. Don't assume they don't mind being arsed around because I can tell you a different story.
Is it really too much to expect such a simple thing as a utility company who I pay money to, to turn up and get my service working? I don't think so.
On this occasion, CRAP service Virgin. Naughty naughty.
Mr Angry :mad::mad::mad:
Today an engineer was due to visit as arranged to sort out the issues. Booked in between 4 and 7 I put off some family time (to the annoyance of my wife and kids) and waited patiently with a view to finally putting 2 weeks of poor speeds to rest. I anticipated no further issues - get things sorted and move on I thought.
The engineer didn't turn up. Not only didn't he turn up but he failed to let me know. That in itself is bad enough but only yesterday I gave tech support my mobile number (which btw i don't usually give to any utility). They texted me to confirm the appointment but they couldn't do the same to say they weren't coming.
I complained to some indian guy who seemed only interested in rebooking his engineer. Of course he sincerely apologised. Of course he didn't really deviate from his script. I spoke to a manager who went through the same routine. Yada yada yada. No explanation WHY he didn't turn up or WHY no one called me to let me know. Nothing.
So to the helpful UK staff who frequent this forum (and whom I was so pleased to compliment last week) please explain why this happened, who can I complain to, and more importantly for me is for you to pass on this feeling of anger to your superiors that on this occasion I feel completely let down by your company. Because this incident is the culmination of two weeks of very poor installation issues, poor speeds and now recently, wireless dropouts from what appears to be the most useless router I have ever used.
Hopefully when training your staff about customer care, perhaps you could include a section for the engineers to spare a thought for the inocent customer. Don't assume they don't mind being arsed around because I can tell you a different story.
Is it really too much to expect such a simple thing as a utility company who I pay money to, to turn up and get my service working? I don't think so.
On this occasion, CRAP service Virgin. Naughty naughty.
Mr Angry :mad::mad::mad: