I have been having a jolly time this week – as expected my contact with Virgin Mobile has not been productive or stress free. We started our little charade back on Saturday morning – bright and early. The task was simple (or so I thought). Transfer my son from pay as you go to a contract, something that most mobile companies should be able to do easily – but not it seems Virgin.
I have made 6 calls to Virgin.
I have spent two and a half hours on the phone to them!
I have had various 24 or 72 hour guarantees pass with no progress.
I have been ‘mislead’ twice
I have never received the promised calls back or texts to confirm the (hoped for) progress.
Oh – and although they tell me the phone contract has been set up – it hasn’t!
Getting to the end of my tether I decided to email the CEO of Virgin Mobile UK, Graeme Oxby, I doubted he would even get the email – they seem very good at deflecting complaints and then don’t act when you do complain. However I have recieved a quick reply directly back from him (and this was at 9.30 last night). So thank you Mr Oxby, I am impressed by your personal interest in my issues
So may be there is a light at the end of the tunnel? Mr Oxby has told me he will get someone from his team “to get in touch to sort things out”.
I await with interest.