Richard Branson

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!

Virgin mobile still appear to be ‘incapable’ of billing correctly!

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Some while ago I blogged about my wifes problem with Virgin mobile and their total inability to sort out what would appear to be a simple matter of billing her correctly.

2008 advert - did they know something?

At the time of my blog I said that Virgin had sorted it out for two months as they corrected that months billing and put a credit in place for the following month – but I would wait for the proof that it was correct at month 3 before letting out my breath!

Well, surprise surprise – the two months have now passed and we have a problem again! The bill is wrong and yet another call is needed to get it sorted – will they get it correct this time or are they trying to lose us as customers?

The call has been made and the situation is sorted for another two months – it’s still the fault of the IT department apparently – they are very slow it appears!

In all other respects I have found Virgin to be excellent – but there is only so much that one can take! The advert shown here was from 2008 and used in Canada – but seems rather apt in this case!

We currently have three mobiles, TV, telephone and internet package with Virgin – I have to say that Sky have some nice deals on at the moment and I am sure other mobile companies can’t be as bad at billing as Virgin – can they?

Come on Virgin – I am sure Richard Branson would have something to say about this if he was aware!

Virgin Mobile and the ‘art’ of billing

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As a household we are generally very ‘Virgin based’. We have our TV through them, our land line and our internet – plus three mobiles. To be fair we are very happy with the service we get and have always found them to be quite reactive to requests as and when we have ‘price checked’ them. They have always responded swiftly and to our benefit.

One such apparent ‘good deal’ was when they agreed to move my wife from her existing £10 for 200 minutes, 200 texts deal to match a deal from Tesco Mobile of 500 mins, 500 texts and unlimited data for a similar amount. Virgin increased the deal they offered back to us to 800 minutes, unlimited texts and 1GB of data for a similar £10, an excellent deal that we took up instantly!

But, at that point we came up against Virgins billing department, and the rest as they say is a nightmare!

The transfer to the better tariff was done in November 2010 and then the fun started! The tariff we were transferring to was apparently normally a £20 one, but we would get a monthly £10 credit – total cost therefore £10, simple!

Unfortunately not if you are Virgins accounts department!

Month one  – the bill was wrong, £20 rather than £10 – hours spent on the phone finally gets it sorted – Virgin are sorry.

Month two – the bill was wrong (again) – hours spent on phone calls plus this time multiple failures to call us back when they promised – Virgin are sorry.

Month three – you guessed – and yes they were sorry. And this time it was the fault of a computer error apparently. A credit was made for the next month ‘just to be sure’ and then the new computer system would sort it out – Virgin were sorry!

Month four – all OK as credit already in place – hurrah!

Month five (now) – Oh dear, its wrong again!

My wife (it is her account) has now spoken to them again (took 6 minutes this time which to be fair is good), apparently they have ‘sorted it’ and it will be correct at least for the next two months. Will they get it right after that? I hope so, but if I am honest I doubt it!

So, well done Virgin, I have always championed your cause on TV, broadband etc, but you have really let yourselves down this time.

I really don’t want to hear that you are sorry – I want you to sort it out! It will also be interesting to see if your customer service is as good as John Lewis – when I blogged about an issue with them I was contacted the same day by their customer services department – how will you do Virgin?