Saturday, 9 April 2011

And the poor service award goes to.....

Virgin Media!!!!!

Due to poor connectivity recently from our ISP we have decided to move our broadband service.  I'm sure if you've done this you'll know what a right royal pain in the ass it is, but tonight Virgin Media's live chat representative have scrapped the bottom of the barrel for customer service.  Not the biskit barrel obviously as all things are sweet there, but the customer service and dodgy website barrel.

Whilst on "live chat" with "Emma", our questions were not answered, we were told to ring a free number that isn't free...and is closed, and cut off without a chance to ask anything else. To put it politely there is not a cat in hells chance that they will be getting our business.  I just don't get why it's so bloody hard to get customer service right.

I am sorry to rant on my blog.  It's something I don't normally do, but I am sooo angry.  It's the little things that make life big, and it's the little things that make a difference.  Well done Virgin for getting it so wrong.

So, who gets your poor service award then?


Julia Dunnit said...

Argh...we've been through the same with Virgin...cut off our phone and then were incredibly rude when we managed to get hold of someone...est not to start me off. I'd also like to vote for Monarch Airlines. I booked flights for my gal and her chums; later discovered tha tone of them travels under her Dad's surname (I didn't know her everyday surname was a step-name, obviously!) and Monarch charge £130 to change the surname. The same as the flight. Outrageous. Sorry. You've set me of agaiN!

Jackie said...

I feel your pain - we left our previous ISP (freeserve/wanadoo/Orange) due to poor service and are much happier with our new one (o2).

Orange were abyssmal - we had lots of loss of service but every time it happened they tried to blame our computer, not their connection - starnge when we had three computers all experiencing the same problem at the same time???

Strangely, I have found Orange's mobile phone service much better (very good, infact)and have no plans to move away from them at all.

Ali said...

Eesh. We changed away from NTL (who are now Virgin Media) because of problems with losing the broadband connection and poor customer service - and you would not believe the months-long hassle we had getting them to cancel the contract and send us an accurate final bill! I refused to pay their invoices until they sent me a correct one and their response was to keep sending me final demands threatening to cut me off - to which my response was a lauging, "Go ahead, we've already had alternative broadband and satellite TV services activated, we're not even using your crappy service anymore!!" :lol:

However my award for appalling customer service must go to Barker and Stonehouse. They made an appalling mess of attempting to deliver a table we bought from them, their manager was useless when we complained and when I had cause to call and complain again (when they failed to deliver for a third time!) the person I spoke to was rude and unhelpful and when I said I wanted to speak to her manager and I wanted to cancel the order and have my money refunded she shouted me down and hung up on me!! That's customer service?!! Wouldn't buy furniture from them if they paid ME!