Virgin Media executive admits to 'crap service'
http://www.telegraph.co.uk/money/mai...3/cnvirg23.xml
Virgin Media's head of internal communications has admitted in public that the cable company has a history of "crap service" and ''very tired people", and has been stuck in "synergy hell".
...
His disclosures about the task of rebranding two unloved cable companies under the glamorous Virgin umbrella come at a sensitive time. Next month the group will start a £20m marketing blitz fronted by Hollywood star Uma Thurman as it relaunches NTL as Virgin Media.
...
Sir Richard sold Virgin Mobile for close to £1bn to NTL in April of last year, signing a lucrative licensing deal and taking enough shares in the new group to become the biggest investor.
At the time the tycoon denied he was putting the Virgin brand at risk by associating with a company known for poor service, including call handling and response times. "By the time the Virgin brand is on [the new company] these kinds of issues will be a thing of the past," Sir Richard said.
The company is still integrating five different billing systems, although it is understood that it hopes to complete this process within four to five months.
Virgin Media Presentation:
http://www.telegraph.co.uk/money/gra...3/cnvirg23.pdf