[pele21]

hi all,
3 weeks ago i reported a faulty line(cardiff area),i went through the usual thing turn off and on etc but to no avail.i thought i would give it a week it might sort itself out,it never so i phoned back to book an engineer was told tues26 june between 8-12, so the day i phoned them to make sure he was booked and was told he would be there in the morning.so i booked the day off work and sat there like a plum at 1 o clock i decided to phone to see where he was and was told he would be there by 4 .still no show phoned back numerous times and bounced back and forth different departments was then told and engineer would be with me in the next few hrs.i finally gave up hope by 9 after spending about 5 hrs on the phone 4 on hold and 13 hrs waiting(i dread how much this has cost me),so 8.30 this morning phoned back to find out what happened was told someone would phone me 10.30 still no phone call i phone them again was then told an enginier could come out next monday wtf i told them thats not good enough now was then told someone will phone me back in 4 hrs why so long to all the virgin staff who are reading this proberly 90% of you get back to work and sort my problem out

[Stator]

Originally Posted by pele21

hi all,
3 weeks ago i reported a faulty line(cardiff area),i went through the usual thing turn off and on etc but to no avail.i thought i would give it a week it might sort itself out,it never so i phoned back to book an engineer was told tues26 june between 8-12, so the day i phoned them to make sure he was booked and was told he would be there in the morning.so i booked the day off work and sat there like a plum at 1 o clock i decided to phone to see where he was and was told he would be there by 4 .still no show phoned back numerous times and bounced back and forth different departments was then told and engineer would be with me in the next few hrs.i finally gave up hope by 9 after spending about 5 hrs on the phone 4 on hold and 13 hrs waiting(i dread how much this has cost me),so 8.30 this morning phoned back to find out what happened was told someone would phone me 10.30 still no phone call i phone them again was then told an enginier could come out next monday wtf i told them thats not good enough now was then told someone will phone me back in 4 hrs why so long to all the virgin staff who are reading this proberly 90% of you get back to work and sort my problem out

Some people do seem to have awful customer service experiences. It may be limited to certain areas, I'm not sure. However VM do need to sort this out as their first priority. If someone books an engineer for a visit, they need to turn up 99.9% of the time. On the odd occasion that a missed appointment is unavoidable, they should make the extra effort and schedule a call out at the most convenient time for the customer, ie be willing to come out in the evenings on these odd occasions.

Most of us only get a few weeks off every year, and for VM to treat customers with such disrespect in this manner is clearly unacceptable. If it happened to me I would phone up and cancel almost immediately.