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huxleypiguk · 25-01-2011, 08:09

Over two weeks ago I tried to get a VM phone. I have an excellent credit rating and have paid my cabletel/ntl/vm on time and in full for something like 15 years, ie: pretty safe bet.

They took my order and someone waited it for it but nothing arrived. I phoned the call centre to be told to phone UPS. UPS had no record of a delivery. Phone back to CC and was told they had cancelled my order as I failed the credit checks !

No one called me to say so !!

Did an Equifax check and I have a rating of 500+ !!!!

Snotty mail to Neil Burkett with automated reply. Next day a courtesy e-mail from VM office to say they were investigating.

Since then and despite two e-mails asking for updates, nothing. Nada. Zip.

I am appalled at the lack of basic customer service from Virgin Mobile and wondered if anyone knows where I go from here ?

In the meantime, I have an offer from Vodafone for 20% off anything over £20 per month. VM have lost a customer and I will admit, I will be looking at some of those Sky offers before I bin them in future.

Basic CS training. It costs less to keep a customer than it does to go out there and get new ones. Needs to be tattooed on the inside of the eyelids of the Virgin Mobile staff !

25-01-2011, 08:09	#1
huxleypiguk Inactive Join Date: Nov 2003 Location: Cardiff Posts: 259	Staggering bad service Over two weeks ago I tried to get a VM phone. I have an excellent credit rating and have paid my cabletel/ntl/vm on time and in full for something like 15 years, ie: pretty safe bet. They took my order and someone waited it for it but nothing arrived. I phoned the call centre to be told to phone UPS. UPS had no record of a delivery. Phone back to CC and was told they had cancelled my order as I failed the credit checks ! No one called me to say so !! Did an Equifax check and I have a rating of 500+ !!!! Snotty mail to Neil Burkett with automated reply. Next day a courtesy e-mail from VM office to say they were investigating. Since then and despite two e-mails asking for updates, nothing. Nada. Zip. I am appalled at the lack of basic customer service from Virgin Mobile and wondered if anyone knows where I go from here ? In the meantime, I have an offer from Vodafone for 20% off anything over £20 per month. VM have lost a customer and I will admit, I will be looking at some of those Sky offers before I bin them in future. Basic CS training. It costs less to keep a customer than it does to go out there and get new ones. Needs to be tattooed on the inside of the eyelids of the Virgin Mobile staff !