Dear Virgin
Account number: 8********
PACKAGE: £46 per month, TV – Basic package, broadband – Large, landline.
I have been with you for many years now, I used to pay the bill in my step dads name at the same address above with landline number 01636 ****** under the name of**********, so although your records may show I have been with you since 2010 the fact is it has been much longer.
I am disgusted and at my wits end that I have to send this to you but feel I should give you one more chance as i have got nowhere with your staff by phone, online or via twitter.
As a loyal customer I would expect to be given the best packages and services. I know a host of other people who are paying much less than I, yet receive a better and more lucrative deal than i have ever had. Off the back of this, your company has been bombarding with unnecessary phone calls that I have had to unplug my landline for the 6 months. It is a modern world we live in, and as i have explained to your staff I do not have time to receive phone calls and would prefer to receive any updates/offers via email, but this has fallen on deaf ears. I have provided you in the past with account details of people I know who are paying less than £40 per month TOTAL for a large broadband package (that works), TiVo with extra channels and also a landline.
The Wi-fi service provided by your company is truly and utterly shocking. I have followed every technical suggestion provided online, bought and tested different equipment and even had an engineer out and still I have such a poor service it actually gets me aggravated and impacting my domestic/personal life. I work from home and rely on your service and constantly find myself using alternative means such as mobile broadband which is a massive inconvenience and costs me more money, despite me paying for a service already! The download speed is awful, the wi-fi connection radius is very poor and often I cannot connect despite being beside the modem.
However, the real reason I have decided to write to you is in regards to recent interaction with someone claiming to represent your company. I recently received a phone call on my personal mobile from ‘Virgin’ apparently telling me how much of a ‘valued and loyal customer’ I am and how I am going to rewarded for being so. My first reaction was “brilliant and about time too!”. So I listened to the operators spiel of” we can do this, we can do that” and then I was asked for my account password. As I work for the largest telecommunications company in the world, and actively deal with interactions such as this I was sceptical. So I quote an incorrect password which was accepted by the agent! She knew a lot of my personal details and continued to go on about how wonderful Virgin is and how they love to reward their loyal customers. It turns out it was an offer for a mobile phone!! This is the absolute last thing I wanted a conversation about! I felt genuinely surprised and immediately annoyed that this was the reason I was being contacted despite my numerous attempts in the past to engage and highlight my issues with virgin. I proceed to tell her I work for a telecoms company and get 50% off, to which she swiftly thanked me and hung up! My concerns with this are as follows. Either, this was an a legitimate call which has shown a very poor and somewhat alarming attitude to customer security and DPA or this wasn’t a legitimate call and it seems my details have been acquired from your company and are now sitting on some con artist’s list! Part of me hopes it is the later as this interaction has highlighted what a poor customer engaged company Virgin really are with no focus on customer satisfaction but rather a, get them in the door attitude and then they can do bugger all to get out the contract!
I pay my bill on time every month, have demonstrated the desire and eagerness to follow your companies advise and policies and ultimately I feel it is about time Virgin gets its act together and deals with my problems immediately. I do NOT want another phone call and require and timely response to this complaint. I would like to have answers for the bombardment of calls to my house phone, an understanding of the details of the latest interaction (which I would assume is documented somewhere), a plan for how you intend to update and maintain the service promised in my household and finally a reviewed offer of my package and any appropriate actions you plan to take off the back of this complaint.
I look forward to your response.
Regards,
Natalie Butler
I receievd a follow up email:
Dear Natalie,
Thank you for your email regarding your complaint. Firstly please allow me to introduce myself, my name is ****, and I work in the Chief Executive Office on behalf of our CEO and Executive Directors at Virgin Media. My role is to ensure the appropriate resolution is reached for any complaints they receive.
I have assigned your case to one of our specialist complaint agents who will assume full accountability to ensure your complaint is resolved quickly and to your satisfaction. They will be in touch within the next 24 hours.
Whilst we do aim to resolve all issues as quickly as possible and usually within 5 days, the agent dealing with your case may be required to investigate your issue further. If you’d like to speak to us while we are handling your complaint then please don’t hesitate to call.
I would like to take this opportunity to say how sorry I am you have had cause to complain, however I can assure you we will do our utmost to resolve this to your satisfaction.
Regards
**** *******
The RESOLUTION was to offer me half price line rental for 6 months WITH me signing a 12 month contact..............2 words for you Virgin! HELLO SKY!
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