Virgin Media: Guaranteed Incompetence

I have spent the best part of two days on the phone with Virgin Media. For the record, it’s not affected my work, as the vast majority of the time has been spent with a phone wedged under my chin listening to inane hold music that’s a hangover from NTL days. (Doo-bee-do-bee-do-bee-do-bee-do-do.) I now even know the point at which the recording will stop and revert to the beginning.

In two days, I notched up 13 separate complaints, and spoke to an estimated 35 people. (The guy I spoke to last night confirmed the complaint number, but indicated that although Ofcom monitors that sort of thing, the customer doesn’t hear any more about them.) I questioned why Steve Birch, their Director of Customer Services had not called me directly, what with a single customer being so disgruntled, but I was told that he doesn’t speak to customers. No surprise given how pissed off they are, no doubt.

After unprecedented incompetence and a silo mentality like no other, we’ve finally got broadband and TV back, after close to a month without. My next campaign will be written, in an attempt to be reimbursed for having my IQ lowered through exposure to such high levels of incompetence, and for my inability to serve my blog-reading public to the level to which you’ve become accustomed.


2 Responses to “Virgin Media: Guaranteed Incompetence”

  1. Art Vandelay on April 27th, 2007 19:36

    Write to Branson directly and threaten to step up your campagin to publicise this. At least have some fun with it.

    That’s right, campagin.

  2. peter mortimer on August 5th, 2007 05:40

    I have been waiting since early April for an overpayment I made. Too many phone calls to go into detail here.

    However I did receive a letter from Virgin Media’s Ryan Pursey (Customer Loyalty & Resoulution Manager) who undertook on 9th July to get back to me within 15 days.

    Yes you’ve guessed, I haven’t heard a thing.

    I have had my worst ever customer care experience at the hands of Virgin Media.

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