Quote:
Originally Posted by roughbeast
The reason CS caved in to polite or indignant existing customers was because treating new and existing customers differently is, regardless of common practice, against natural justice.
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Is this a serious response? Like, for real? Do you genuinely think that the CS agents give a crap about "natural justice"?
Trust me - I used to work for Virgin myself, I assure you that the vast majority of people on the phone don't give a shiny ***** about natural justice or otherwise. Virgin has a lot of control over their internal systems, they can define as and when a "code" (which is what all the services are defined by) change requires a new contract. It has nothing to do with the agent's moral compass or whatever, it's purely down to Virgin.
I really don't get your issue. You say that virgin were terribly mean to you by treating you differently to a new customer, yet
all you had to do was ask and you'd get the same tier as them before your area was upgraded and you'd get it anyway. So Virgin didn't roll the upgrade out universally and cripple the network overnight - that's a good thing and the right move by them. They also didn't block anyone getting the upgrade early if they really wanted it.
Some people are never happy.