If I could give 0 for customer service , I would. Every 18 months it is a nightmare trying to get a "good"deal, loyalty is useless. The customer service staff are very polite, yet often do not understand the problem, or accents are confusing, or the phone drops out during the call and no call back, or the wrong information is given by inexperienced? staff, or nothing happens re bills and "we will sort the error in your bill next month" and on and on. The staff try there best, yet on too many occasions are ineffective, leading to many hours of repetition on the 150 line, for the same problem, and worse of all, the mental stress, on occasions leading to my anger/ and almost tears. This should not be.
I dread now, in anticipation of renewing my contract in 9 months. A great product, and an appalling Customer Service. Is there a better service out there?
Since writing the above I have had a response from Virgin, typical of their customer care, an all encompassing, off the shelf, "cut and paste" reply. It would have been nice
to have had an effective chat re my concerns, however that is beyond VMs remit as they ignore their customers, by having a captive audience. I am not surprised by their very poor customer ratings. Such a pity.
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