Virgin Mobile Customer Service Balls up!

I have a Virgin Mobile phone on Contract, it’s in my name but my wife uses it so that when she is out, I can always contact her in an emergency. I have often had a fall when transferring to and from the wheelchair and so having the ability to call my wife is important.

The phone has developed a fault, the screen often goes off and yet the phone is still on. The battery has to be removed and reinserted so many times before the screen does return to life and now we have to keep it on charge to stop the screen going to sleep and not responding and so I phoned Virgin Media. We went through the tips and advice and found out that the phone did need a repair and so on the 6th October I was told that a repair was needed and that a repair pack would be sent out, this was a Thursday!

I received this email

I phoned back on the Monday as I hadn’t received the pack but I also hadn’t received any message to say that the pack hadn’t been sent! I was told that no it didn’t matter and the pack had been sent and if it hadn’t arrived that day, then it would definitely be with me on the Tuesday.

Yep you guessed it, its Tuesday and there was no repair pack in the post and so once again I phoned up to see what was going on. I was told that the pack would most likely be with me on the Wednesday and when I complained he told me that this would still be within the 5 working day allotted time and so no complaint could be made, they were still within the time allowed. Again I questioned the email that said I would be notified and was gain told that didn’t matter.

He said he would put me on hold whilst he checked. Would you believe it, I was right about the message to say it had been sent as there had been a glitch in the system and the repair package hadn’t been sent. I then like I had several times before told him that this phone an emergency contact as I am disabled and then I said “so this means you wont be within the 5 days”?

Unbelievably he said this wasn’t the case as he had reordered the repair pack and this sets it back to day one as a new job! Surely that can’t be right?

He asked if there was anything else he could do to help and when I said yes and asked him to make sure this was actually sent, he said no need as he had made sure it was done properly, which makes me think a computer glitch is actually human error and we have to be without this phone that is crucial.

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Wow, look what was sent to me, yep the email I said hadn’t arrived and was told didn’t matter. If the ‘trained person’  on the phone during the first call had listened to me and been bothered to check, we wouldn’t have wasted another day

Virgin Media have royally stuffed up, the attitude of the people I speak to is far from good customer service and yes I said “this is bullshit” when I was told that their own policy of 5 days can be wound back to zero if they make an error, hardly strong language and yet he got all full of attitude, many people would have said a lot worse when they found out that Virgin Media had stuffed up and yet didn’t listen when a paying customer questioned not receiving a confirmation email!

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