I have blogged before (numerous times!) about the total inability of Virgin Mobile to get my wifes mobile phone account payment correct. I have always been a fan of ‘Virgin the brand’ as they have always provided good service – except in this case!
But, the latest update is even better! They have as usual cocked up the billing (we wouldn’t expect anything else would we?). My wife spoke to them and ‘as usual’ they apologised (getting rather hollow now) and ‘sorted it out’ (at least for a couple of months anyway). But this isn’t the best bit, what came next really shows how little they are interested in their customers;
Following her telephone conversation my wife received a customer care text asking how she felt the person had dealt with her problem – not really very personal or to be honest very helpful. She did duly oblige them with a reply (which was fair as the person was helpful – it’s the system that stinks!) and then she got a text apologising! Fantastic!
I am quite confident that Virgin will not see this, they do not appear to look for mentions of their brand on the web (they either don’t care or there are so many complaints they have given up!) – unlike John Lewis partnership who have responded almost instantly to this blog on more than one occasion when I have complained – now that is customer care.
If I was cynical I would imagine that it is an attempt to get the full value of the tariff out of us by slowly grinding us down – it won’t work. I am not the sort of person to let something like this get past me – and neither is my wife!