Quote:
Originally Posted by andy_m
The four calls have a lot to do with it, in fairness. The first call should have left the OP with, at the very least, the knowledge that to change an open order can cause issues. The fact that it didn't leave him with that knowledge, and further the fact that actually Virgin DID sort his problem out after 4 calls show clearly that they could have done so after just one, or at least advised him better about why they couldn't.
The OP's inability to wait for HD channels might suggest to some that this is a minor issue blown out of all proportion. I'm no HD junky, so I'd be inclined to agree - but I also can't quite believe that Virgin have set themselves up with a system that doesn't cater for impatient customers without potentially throwing up serious issues. That is very, very poor.
The OP has used the wrong language and has tried to make out that this thread is about the organisation as a whole whilst singling out individuals for unwarranted criticism - he's done himself a lot of harm. BUT, he has also received poor customer service, and, whether you like it or not, he has a right to vent about that. I'd like to think that, had he not accused an individual of lying that most on here would have actually been sympathetic.
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I wasn't actually being impatient. The first time I called after installation was because I had no movies (HD or otherwise). So I politely explained to the rep what I should have had in my package. I was told that I would have my full package within an hour.
To be fair, I did have movies within the hour, but I didn't notice that I didn't have the HD movies until the next day. So when I phoned again, it wasn't to complain as such. It was to point out that they hadn't added the HD package that I was supposed to have. If I had been told at this point that the HD movies would be added three days later, then that would have been fine. But I was told that they would be added within 24 hours (although I received a text within an hour to say that it would be activated within the next hour).
So when I called on the Sunday (still being polite), it was because I assumed that there had been some technical problem, as the texts are most likely automated once the activation is in process.
I explained to this rep exactly what I had been told by the other two. So even if he didn't know if it could be done, then the fact that I had told him what the previous two had said, should have made him wonder if it was possible. And he should have checked.
So I wasn't being impatient, I was getting fed up with the fact that I had to keep calling because either the reps or VM's system couldn't get it right.