ArgieD
13-10-2012, 21:14
Good evening everybody,
I was wondering if I can have your lights.
I've been a Virgin Media Customer for many many years and eventually moved house; I of course called them to organise carrying all existing services forward to the new address. Lovely lady on their phone sorted everything out within 10-15 mins and agreed a connection date for Saturday, 13 October, disconnecting me from the old address the day before (mind you I had already moved to the new prior to that).
However, late on Friday 5 October, I received a call from Virgin Media asking me to agree having to move the installation of services appointment forward to Monday, 8 October. I quickly cancelled a lot of my own appointments (work as a building surveyor) and made myself available for the technician really excited.
Needless to say they never arrived.
When I called Virgin Media, they denied any knowledge of the appointment change and simply shrugged their shoulders. They insisted that the appointment was still on Saturday 13th (today) and more or less suggested I made that up. I was furious. They said something along the lines of "you wanna keep the appointment for the 13th or not? Take it or leave it mate". I felt that I had no other option at the time. I just swallowed my pride.
Indeed, on Friday 12th I received an SMS from Virgin Media confirming the appointment the next day (today).
Today, after spending all day at home waiting by the front door, I decided to give them a call around 16:00 and asked where the engineer was. I immediately suspected another cock up as they could not give me a straight answer and after keeping me on hold for 30 mins, they apologised and said they are going to ask the engineer to give me a call with his ETA straight away.
When of course nobody got back to me, I called again an hour later 17:00 - dangerously close to COB (18:00) - and this time I was told that the engineer had felt unwell ...the night before ?!?!?! and that he could not attend the appointment today. To make things even worse, they said that the next appointment is on the ..30th.
When I eventually spoke to the Duty Manager, I was told that there is nothing they can do and quite frankly got the "talk to the hand " treatment.
My question is:
Can they really get away with lying twice in such blatant manner or is there anything I can do? I mean I would have accepted my fate if they said "Sorry but can't make it" but the fact that one persons says that the engineer is on his way and the other telling me there isn't one really angers me.
Please advise if you get a moment?
Thank you in advance
Regards
Argie
I was wondering if I can have your lights.
I've been a Virgin Media Customer for many many years and eventually moved house; I of course called them to organise carrying all existing services forward to the new address. Lovely lady on their phone sorted everything out within 10-15 mins and agreed a connection date for Saturday, 13 October, disconnecting me from the old address the day before (mind you I had already moved to the new prior to that).
However, late on Friday 5 October, I received a call from Virgin Media asking me to agree having to move the installation of services appointment forward to Monday, 8 October. I quickly cancelled a lot of my own appointments (work as a building surveyor) and made myself available for the technician really excited.
Needless to say they never arrived.
When I called Virgin Media, they denied any knowledge of the appointment change and simply shrugged their shoulders. They insisted that the appointment was still on Saturday 13th (today) and more or less suggested I made that up. I was furious. They said something along the lines of "you wanna keep the appointment for the 13th or not? Take it or leave it mate". I felt that I had no other option at the time. I just swallowed my pride.
Indeed, on Friday 12th I received an SMS from Virgin Media confirming the appointment the next day (today).
Today, after spending all day at home waiting by the front door, I decided to give them a call around 16:00 and asked where the engineer was. I immediately suspected another cock up as they could not give me a straight answer and after keeping me on hold for 30 mins, they apologised and said they are going to ask the engineer to give me a call with his ETA straight away.
When of course nobody got back to me, I called again an hour later 17:00 - dangerously close to COB (18:00) - and this time I was told that the engineer had felt unwell ...the night before ?!?!?! and that he could not attend the appointment today. To make things even worse, they said that the next appointment is on the ..30th.
When I eventually spoke to the Duty Manager, I was told that there is nothing they can do and quite frankly got the "talk to the hand " treatment.
My question is:
Can they really get away with lying twice in such blatant manner or is there anything I can do? I mean I would have accepted my fate if they said "Sorry but can't make it" but the fact that one persons says that the engineer is on his way and the other telling me there isn't one really angers me.
Please advise if you get a moment?
Thank you in advance
Regards
Argie