Sounds dramatic doesn’t it – but dealing with Virgin Media must have an effect upon the nations suicide rates! Luckily I appear to have survived, my problem has finally been resolved, the experience was not a pleasant one though.
We were almost at the 3 week mark for my issue with Virgin – I won’t summarise the story, you can look here for the trail in my blog (I have even given Virgin their own category as they are a major contributor now!).
Suffice to say the depth of incompetence here was staggering. Initial advice and action at the call centre was all wrong (and numerous ‘untruths’ appear to have been told).
I knew from my wifes experiences that I needed to escalate the matter from the call centre as quickly as I could, and I did. My email to the MD was answered personally by him within 30 minutes (and at 9.30 at night) – so fair enough I was impressed.
Added to that Sophie in the CEO’s office has been helpful and has finally managed to sort the issue for me – but she had to take over from the three ‘experts’ that were given the job in the first place. Apparently the IT issue was being dealt with by the head of IT eventually!
Virgin added lots of freebies to the phone over the last 3 weeks, which are appreciated but how about actually providing decent service in the first place Virgin? I find it appalling that a company that has Richard Branson’s name on it can be so bad! And the number of people that have told me their tales of woe with Virgin in the last few weeks beggars belief!
So the matter is resolved (as far as I know) – am I a happy customer? Well I am certainly happier than I was, but Virgin really need to address a few basic issues before they have me fully back on board!