What is wrong with Virgin Mobile customer care?

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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!

perhaps Richard Branson wants to keep us dangling?

Frankly they have been nothing short of appalling over this matter, I do not have the energy to explain it all again, you can read about it here and here.

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!

Sorry Mr Branson, your staff are letting you down badly at Virgin Mobile, please sort them out and sort out this totally unacceptable debacle!

5 thoughts on “What is wrong with Virgin Mobile customer care?

    Richard Baker said:
    July 1, 2011 at 9:39 am

    You can’t escape the feeling that relieving you of money is the only priority of so many consumer businesses, can you? Every now and then I get customer surveys form dear old NatWest. On the past three occasions, I have gone into some detail as to why I don’t think they are really interested in customers like me.

    What was their response? There has never been one, of course…

      Simon Dare responded:
      July 1, 2011 at 9:57 am

      There appears to be a size that businesses get to at which they can afford to provide a reduced service and get away with it. Some don’t (John Lewis being a good example). I just find it so hard to get any real apology from Virgin – is that too much to ask?

      J Molina said:
      November 22, 2011 at 7:37 pm

      I can understand, and feel your comment. I’m spending more time on the phone with customer service to take care of issues than any other company.

      I ask for a request on my services for example : my long distance to be unlimited, They mentioned they can’t provide me with unlimited long distance since I have an Iphone , smart phone.

      All the other carriers provide unlimited long distance. This is rediculous. As well when I make changes to my account wiht a long distance rate, I’m over charged and my phone is disconnected.
      Wow , this comapny needs to make changes, this is not a good way to do business!

      I can’t even phone customer service from my Iphone .

      I’m on hold with thie right now as I write this, for the last 48 mins. Wow. Managment, or Superiors need to be talked to.

    Virgin update « Simon Dare's Blog said:
    July 26, 2011 at 2:18 pm

    […] than add to my previous blog about Virgin Mobiles I thought I would add a quick update […]

    James said:
    August 17, 2011 at 1:56 pm

    I cancelled. Two months later they are still sending me bills. They know i have cancelled because they collected the digi-box. Some manager is playing a very crooked game of credit management.

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