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euroscooby · 14-12-2011, 15:51

Well on the upside the CEO's office have got in contact with me.

On the downside the answer remains the same. There is talk of moving up the list if their is a cancellation but they said that when I booked!

In effect: If Virgin let you down by not turning up for an install then YOU go to the back of the queue.

The scary thing is that if on the 13th Jan 2012 Virgin fail to turn up again then I will go to the back of the queue again.

As a long term advocate of VM it has been a hard lesson.

The acid test for any business is how you deal with a mistake.

If they had said i am sorry we wasted your day and we will be there first thing tomorrow I would have remained the loyal subject. But not offering any solution to this mistake other than bad luck has left a bitter taste and not good business.

I assume Neil looks at daily figures for cancellations and complaints and i assume that his direct reports ensure they meet the service levels he wants to see. Issues like mine seem to be a price worth paying.

14-12-2011, 15:51	#4
euroscooby Inactive Join Date: Dec 2011 Location: Reigate Services: TiVo 2 additional boxes 40mb Internet Posts: 6	Re: TiVO/Broadband Well on the upside the CEO's office have got in contact with me. On the downside the answer remains the same. There is talk of moving up the list if their is a cancellation but they said that when I booked! In effect: If Virgin let you down by not turning up for an install then YOU go to the back of the queue. The scary thing is that if on the 13th Jan 2012 Virgin fail to turn up again then I will go to the back of the queue again. As a long term advocate of VM it has been a hard lesson. The acid test for any business is how you deal with a mistake. If they had said i am sorry we wasted your day and we will be there first thing tomorrow I would have remained the loyal subject. But not offering any solution to this mistake other than bad luck has left a bitter taste and not good business. I assume Neil looks at daily figures for cancellations and complaints and i assume that his direct reports ensure they meet the service levels he wants to see. Issues like mine seem to be a price worth paying.