mohan_kumar
26-01-2011, 16:06
Hi,
AREA 14 (Slough) Installation Engineer can't pull the cable - though its their fault they wont give me an early date to fix that issue, but asking the customer to wait for another 20 days without even considering the previous 25 days wait from the order placed date, seriously for an internet connection 2 months wait is really ridiculous.
I have had my installation booked on Jan24 for which I made sure someone is present in the house when the engineer arrives . The order was placed on Dec 30th and after waiting for 25 days, the engineer came to say that the point available at the house is not active and they have to pull a cable from the cabinet which is like 50 meters from the house. Since its 50 meters the engineer decided its a 2 man job and that he cant do it and pass the job to a separate cable pulling team who will just pull the cable, but apparently the next available date for that its Feb12th so another 20 days and then I have to rebook the engineer to come and fix it, I wonder how long its going to take. Though they failed to give me the connection at the promised date but they have already charged me for the whole month for which I didn't have the connection.
As far as I know for most of the services Installation engineer is the one who pulls the cable from the cabinet if it doesn't exist already. I have been using virgin for more than 2.5 years at various place in all my previous places the installation engineer pulled the cable. Its a shame that they cant prioritize the issues and get it sorted rather than asking their customers to wait. Since there is no other service provider available in this area I have no other choice than to wait. virgin customer service is like if you want to wait, wait or we are happy to cancel your order. Calling their customer service only takes me to people across different country who doesn't give a **bleep** about anything but only says whomever in the world you speak to this is the process and we don't really care for how long you waited.
Well my point is that I'm not mad that he didn’t pull the cable, but after waiting 25 days I have to wait another 20 days ****es me off. They should be able to consider that and assign the case a bit priority and get it done by a week that is fine and acceptable. But saying it will be a considered as a new process and you have to wait 20 days as that's the earliest available slot is really unfair and bad customer service. If there is a better provider available, as alternative people would really walk away from the deal.
If there is 25 days+ waiting time in that area (Area 14 - Slough) means that their team is under staffed or they are not working properly if former is the case they should really be hiring more staff to keep up with the demand rather than making them wait and loose their customers and brand value. End of the day for any business success customer satisfaction is what matters. I seriously think this issue should be escalated to some top level management and get addressed for the good of VirginMedia
Its just that there is no right person to speak to in virgin media if you have a complaint. I think I should have been given a priority and get my issue sorted because I have already waited till the installation date.
If someone is thinking about switching to Virgin Media think twice, are you prepared for not just the installation wait, but also for the cable pulling time + rebooking installation engineer wait In whole 2 months +
Is there a place where I can complain about this issue who will take it seriously or Is this way virgin works ? please advise. thanks.
AREA 14 (Slough) Installation Engineer can't pull the cable - though its their fault they wont give me an early date to fix that issue, but asking the customer to wait for another 20 days without even considering the previous 25 days wait from the order placed date, seriously for an internet connection 2 months wait is really ridiculous.
I have had my installation booked on Jan24 for which I made sure someone is present in the house when the engineer arrives . The order was placed on Dec 30th and after waiting for 25 days, the engineer came to say that the point available at the house is not active and they have to pull a cable from the cabinet which is like 50 meters from the house. Since its 50 meters the engineer decided its a 2 man job and that he cant do it and pass the job to a separate cable pulling team who will just pull the cable, but apparently the next available date for that its Feb12th so another 20 days and then I have to rebook the engineer to come and fix it, I wonder how long its going to take. Though they failed to give me the connection at the promised date but they have already charged me for the whole month for which I didn't have the connection.
As far as I know for most of the services Installation engineer is the one who pulls the cable from the cabinet if it doesn't exist already. I have been using virgin for more than 2.5 years at various place in all my previous places the installation engineer pulled the cable. Its a shame that they cant prioritize the issues and get it sorted rather than asking their customers to wait. Since there is no other service provider available in this area I have no other choice than to wait. virgin customer service is like if you want to wait, wait or we are happy to cancel your order. Calling their customer service only takes me to people across different country who doesn't give a **bleep** about anything but only says whomever in the world you speak to this is the process and we don't really care for how long you waited.
Well my point is that I'm not mad that he didn’t pull the cable, but after waiting 25 days I have to wait another 20 days ****es me off. They should be able to consider that and assign the case a bit priority and get it done by a week that is fine and acceptable. But saying it will be a considered as a new process and you have to wait 20 days as that's the earliest available slot is really unfair and bad customer service. If there is a better provider available, as alternative people would really walk away from the deal.
If there is 25 days+ waiting time in that area (Area 14 - Slough) means that their team is under staffed or they are not working properly if former is the case they should really be hiring more staff to keep up with the demand rather than making them wait and loose their customers and brand value. End of the day for any business success customer satisfaction is what matters. I seriously think this issue should be escalated to some top level management and get addressed for the good of VirginMedia
Its just that there is no right person to speak to in virgin media if you have a complaint. I think I should have been given a priority and get my issue sorted because I have already waited till the installation date.
If someone is thinking about switching to Virgin Media think twice, are you prepared for not just the installation wait, but also for the cable pulling time + rebooking installation engineer wait In whole 2 months +
Is there a place where I can complain about this issue who will take it seriously or Is this way virgin works ? please advise. thanks.