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Originally Posted by andy_m
No, I'm suggesting they take into account their entire customer base when making decisions, not just those who make the most noise. That might already be happening, doubtless you'll tell me it is. But I never once complained about the old bill, I have spent 40 minutes on the phone having somebody go through the new bill. The cs rep was excellent, so I fail to see why this excellence wasn't brought to bear on those who originally had the problem. Perception is everything, and it seems to me that I never had a problem with the old bill but because of a vocal minority Virgin changed things around meaning they've been quietened, which is fine except now I'm the one with the problem, which doesn't seem right or fair. Had they just spent the time and patience with the original complainants that they eventually had to spend with me they'd have two happy customers rather than two who have now both had cause for complaint. Really poor knee jerk way to deal with things.
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Well put Andy.
Quote:
Originally Posted by BenMcr
I can assure you the bill format change was not a knee jerk reaction, but was based off many years of complaints about the bill format. However there were limited options to change how the bills are put together due to the way the system works.
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Then maybe the whole system should have been changed? The fact is, detailed transparency is missing from the new system. That lack of detailed information has been highlighted by people wanting a breakdown of the forthcoming price rises. The old system, clunky as it was, could have provided that breakdown; the new system can't. It looks like the people responsible for the new system didn't think it through properly.