Hi everyone, just wondering what u lot ake of this, and if any of you have any idea how to further complaint, get something done etc.
To summarise really quickly:
- on 14th feb i ordered upgrade to full VIP package and was given install date of 23rd feb and told movies, sports, B/B and new phone package would go on in 4hrs or so.
- on 15th feb i rang to say sports and movies had not been put on, to be told they dont go on till the install date...which I said "23rd feb", she said no its actually the 22nd feb. I cancelled me day off and the wife took 22nd off.
- on 22nd, by 6pm, they hadnt turned up, so i rang CS and was told it had been put in for 22nd MARCH!!!! I played hell, I've wasted days leave/pay etc.....a CS adviser simply offered me 10th march, so i got onto manager who got me yesterdays date.........a week after it should have been done originally was the best he could do.
- I wrote a letter to 'Customer Concern' on 25th Feb (still no reply yet)
- yesterday technician turns up, puts in V+ box and sports and movies......rings VM....they say due to cock up putting on system its been put down as 'upgrade' rather than '2nd box' and cant be changed....2 seperate jobs cant be done on the same day.
- i ring them again, saying how this is unacceptable and i want it installing asap. A manger promises to ring technicain area manager and get a new date....i demanded today. he said he ring me back, and gave me his name and dept name.
- 6pm yesterday i hadnt heard anything so i rang.....someone said theyd pass a message on and get him to ring me back.
- 8pm last night (when they close) i still hadnt heard anything.
- As of yet this manager has not gotten back to me (i got his name and dept).
- 12.45 today I range back. A normal member of staff tried for an hour to get through to the local install team to arrange something.....he could only arrange for 6th March. Throughout all of that, his manager wouldnt come on the phone saying there was nothing more they could do (i got their name

).
- They offered me 6 months of the 2nd box free (£90 overall). Iv said that isnt good enough, and wont even cover what the days my wife and i have toake off so far, finance wise ( i also have to take another day off for the 6ht march).
- Iv wrote another latter tonight, which explains everything. Ive said 2 months free from my total £85 monthly bill isnt unreasonable.
Ive found them completely unprofessional and incompetent. The complaints procedure is appaling too (iv been told you can only correspond by letter). Im going to post the 2nd complaint letter tomorrow.
Anyone have any suggestions before I do, or any thoughts about the matter....hints/tips etc.
Cheers.