Kymmy
25-01-2008, 14:48
My mother-in-law has recently moved house and although she was on BT she didn't fancy paying 120 quid for them to install a new line. Her new house (well she's owned it for 40 years) has had tenants in who had previously had VM (phone/TV) so we thought it would be quicker, easier and cheaper to go with VM.
On Dec 12th I went through the online ordering hopeful to get her a phone installed. Everything went through OK and got the standard email stating "thanks for the order it's now waiting a credit check"
Early Jan came and still no reply, so I rang up for her and was told that the previous occupants had left without paying thier VM bill so the application got put on hold (would have been nice if they'd telephoned or emailed her that). Also they stated that as she was the previous tenants landlord that she would be responsible for the outstanding amount. At this point I reminded them that the tenants (who gave no forwarding address) had taken out the contract and not her then they have no legal basis to try to pass the debt onto her (nice try VM), well I asked for a supervisor who came and when I explained what had happened said of course the debt isn't anything to do with her and she'd chase up the credit reference dept again.
A few hours later she got a call direct on her mobile stating that everything had gone through OK and that an engineer would be out to her on the afternoon of the 24th Jan.
Well that was yesterday, no engineer to be seen, no phone call to say why. So as it's free from my VM phone I yet again rang up chasing what had happened. Apparently the engineer was cancelled as the credit department hadn't yet recieved proof of tenancy. I said "But they never asked for any". She then said that an email has been sent out asking for some. I said "But all her emails come to me and apart from the original email we never got one". She then went and said that the email was sent out and that it must be my ISP's fault. I said "My ISP is Virgin Media"...The phone then went quiet....
I asked why no-one had bothered contacting her as to the cancellation of the engineer and was told that that was another depts issue, I reminded her that the other dept was still in the same company, she then gave me the usual empty apology.
I've asked for the email to be resent and I got it within 10 minutes, My M-i-L is bringing over some proof tomorrow which I'll scan in and send off, and hopefully by early next week we should be able to rebook an engineer.
I just wish that departments would talk to each other and that companies would talk to thier customers as this probably wouldn't have taken 6 weeks but probably 2 weeks.
Kymmy
On Dec 12th I went through the online ordering hopeful to get her a phone installed. Everything went through OK and got the standard email stating "thanks for the order it's now waiting a credit check"
Early Jan came and still no reply, so I rang up for her and was told that the previous occupants had left without paying thier VM bill so the application got put on hold (would have been nice if they'd telephoned or emailed her that). Also they stated that as she was the previous tenants landlord that she would be responsible for the outstanding amount. At this point I reminded them that the tenants (who gave no forwarding address) had taken out the contract and not her then they have no legal basis to try to pass the debt onto her (nice try VM), well I asked for a supervisor who came and when I explained what had happened said of course the debt isn't anything to do with her and she'd chase up the credit reference dept again.
A few hours later she got a call direct on her mobile stating that everything had gone through OK and that an engineer would be out to her on the afternoon of the 24th Jan.
Well that was yesterday, no engineer to be seen, no phone call to say why. So as it's free from my VM phone I yet again rang up chasing what had happened. Apparently the engineer was cancelled as the credit department hadn't yet recieved proof of tenancy. I said "But they never asked for any". She then said that an email has been sent out asking for some. I said "But all her emails come to me and apart from the original email we never got one". She then went and said that the email was sent out and that it must be my ISP's fault. I said "My ISP is Virgin Media"...The phone then went quiet....
I asked why no-one had bothered contacting her as to the cancellation of the engineer and was told that that was another depts issue, I reminded her that the other dept was still in the same company, she then gave me the usual empty apology.
I've asked for the email to be resent and I got it within 10 minutes, My M-i-L is bringing over some proof tomorrow which I'll scan in and send off, and hopefully by early next week we should be able to rebook an engineer.
I just wish that departments would talk to each other and that companies would talk to thier customers as this probably wouldn't have taken 6 weeks but probably 2 weeks.
Kymmy