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Wednesday, 16 June 2010

Now I know why...

For a long time now hubby & I have been putting off a move to a new telecoms provider knowing that (as everything seems to be these days) it would just be such a RIDICULOUS hassle to change. Well with the impending death of yet ANOTHER Sky box we finally had enough and looked into changing...after all our previous deal was years old and there MUST be something better out there.

Having made the move to from Sky to Virgin, I now know why we didn't bother. It was indeed a terrible hassle, for no real improvement in...well....ANYTHING. I keep hoping that once the teething problems are sorted then everything will be hunky dory, but after the conversation I had this evening with their customer service department, I can't really say I'm left with a warm, fuzzy feeling.

When we got the new telephone account, Virgin applied their answer-phone service to the line - not something we knew about, but no biggie as it should be easy to remove. So I rung their customer service and spoke to some lovely Scottish lady who pomised me it was taken care of but would take a couple of days. 2 weeks later it still isn't cancelled and, because we don't get alerted by a beep (or something) that anyone has left a message, we keep missing messages, which is a total pain with Andy getting calls every day about job interviews and things.  So tonight, I decide to ring them back since 2 weeks is getting a bit silly.

Here is how the conversation went...
Virgin: Hello you're through to Virgin, my name is Laura, how can I help?
Me: Well 2 weeks ago I rang you and asked you to take the answer service off my phone. I was told it would take a couple of days, but it's still there. Could you switch it off please?
Virgin: What's your account number?
Me: I don't know it off the top of my head, but last time I rang you accessed my account via my phone number?
Virgin: What's your number then?  ***think "abrupt" and "terse" here***
Me: 01234 567890
Virgin: What's your password?
Me: oh heck I don't remember giving you one. ***I have no passwords like that really, incase you're wondering)
Virgin: No ***abrupt...again***
Virgin: No
Me: ***wondering just how long we're going to go on like this*** I can't remember, last time I rang I was given a prompt to remember it. There must be some other security questions you can ask?
Virgin: No
Me: No, really? No promts, but last time ***interrupted***
Virgin: I can't give you a prompt ***obviously getting VERY annoyed now, but seriously what are you supposed to do if you can't remember your password?***
Me: Oh...well last time when I rang the person seemed a lot more helpful ***said in a nice, calm voice, but go the point across I think ***
Virgin: CLUNK!

That was the sound of the phone being put down.

Really? I mean, was there any need for that? I wasn't even mad, crazy or angry...just....normal. So Laura McOldroyd from Virgin customer services (or whatever you said your name was) SUCK!

I promptly rang back on a different number, put in an official complaint and tried AGAIN to get the service removed. Hopefully all will be sorted this time because I obviously don't want to ring back! The guy was really helpful this time though and understood that I felt upset and that I shouldn't even have been having to ring back anyway.  During his conversation he told me that our account hadn't even been activated and that we shouldn't even have been able to get TV, internet or phone! kidding me? You want to give me any more problems because it's NOT like I'm regretting my decision already or anything....

Anyway, incase you missed it the first time, Laura from Virgin customer services....YOU SUCK, YOU SUCK, YOU SUCK!



Michelle said...

Tell me how you're really feeling about Laura. I'm laughing my head off right now. I was thinking about Andy today and hoping things had changed. I'm praying that he find something soon.

Jennifer said...

People are insane! I hate calling customer service numbers for that very reason...or I end up suckered into something I didn't really need because of a slick salesman!

MadeInCanarias said...

I know exactly what you are talking about :) You are lucky that you don't have to call them every day :)

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