Quote:
Originally Posted by Paul LFC
I'm considering that, but considering their broadband is far faster than anything else we can get, and we got a good deal on the package, I feel like I'd be making the situation worse by cancelling.
It's more the conduct of VM that annoyed me - not a word as to why they didn't do the work they were supposed to, or when I could expect them to do so - I had to spend hours on the phone before I was told about the new date in March; which leads me to - what if this whole situation repeats in 2 weeks' time?
I'm going to ring retentions at lunchtime and make it clear I'm considering cancelling; while I doubt they'll be able to move the installation date up, I'd at least like some answers as to why yesterday's situation happened.
I do think VM need to be better at repairing their mistakes too, instead of booking a new installation as if I'd just ordered the service yesterday. That takes no responsibility for their mess-up.
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Customer service has always been mainly bad at VM, however, alately it's become abysmal.
I had problems with one of our commercial contracts and, after getting nowhere with their offshore call centre staff, I wrote to their new CEO. At one time, this would have produced results, but this time it took over a month to simply receive a holding reply.
When the reply was received, it simply referred me to the deadlock letter & their regulator (the foreign employees hadn't even investigated the salient point of my complaint, in fact, i'm not convinced that they even understood what I was telling them), so it seems that they no longer care and just do as the banks seem to do ie they don't investigate issues properly and just wave people away to the regulator.
This particular contract expires in June, so as well as making a complaint to CISAS, it won't be being renewed. Everything that you've mentioned I can relate to and more eg missed appointments, not being kept informed, phone calls not returned, rude staff or staff rhat can barely speak English etc etc.