Has anyone had any responses from MD?

[AGray]

I put through a complaint on Saturday to the email address for Tom Mockridge and i haven't heard a response since.

Normally if i do complain to other companies MD offices' i get a response fairly promptly, so it is unusual having have no acknowledgement.

Anyone have any experience with it?

[jb66]

Is try again, usually its a 24hour response

[AGray]

Hm i'd have thought a quick turnaround also.

I did actually re-send the email yesterday, on the original email i used an attachment as a letter but after a few days may have thought it could have been auto-deleted.

I see any topic on the matter on the official forums about MD offices get shot down quickly by people saying you have to write in, which seems very archaic.

[spiderplant]

Did you send it to ceo.office or Mr M himself? CEO Office is probably a better bet.

[Ken W]

Originally Posted by AGray

I put through a complaint on Saturday to the email address for Tom Mockridge and i haven't heard a response since.

Normally if i do complain to other companies MD offices' i get a response fairly promptly, so it is unusual having have no acknowledgement.

Anyone have any experience with it?

I sent a message to the CEO office around 6 years ago and I had a phone call from them in just 15 minutes. They arranged an engineer to call the next day and he replaced my modem which solved my internet problem.

That is good service.

[AGray]

Hmm, guess their response times have lapsed now then!

No response from the CEO email, as well as the Executiveteam email address

Will give it a few days obviously as it was late last night i sent it over.

[Taf]

I emailed the CEO yesterday. I'll give them a few days to read the VM forum thread it refers to. 29 pages so it might take a while.

[rob77]

I emailed Tom Mockridge about a Virgin Mobile complaint a couple of weeks ago. Took 6 days for someone from his "Executive Complaints Team" to phone me. It didn't resolve my issue. In fact, his tone was so arrogant that I subsequently took my business elsewhere. Plenty of excellent alternatives to VM available.

[AGray]

My query has been a massive balls-up from the very beginning, previously i spoke to someone in the National Movers Centre at VM because my mother in law, who had services at her own property - came to move into our house.

The woman confirmed MiL account instead of incurring termination fees would be moved down to a £15pm line rental, and then i had to transfer a service, in this instance Sky Movies from her account onto my account.

Intention was that no installation would be made on her account, instead we'd have a multi-room type deal were the feed would come through my room which has TiVO and by use of a splitter feed another aerial through into her bedroom. Simples.

We got a move in date, so i called through to someone who didn't understand my query what so ever, so i terminated the phonecall and opted to myself wait until i emailed the person i dealt with. This woman on the phone wasn't having any of it though and she phoned me back immediately.

I requested she leave it alone and let me deal with this other person - But then she said "as a valued customer i want to upgrade your internet to 200mb internet, give you XL TV and phonecall stuff free of charge". I accepted the offer but in the back of my mind i thought where was the catch... Little did i know this was a problem!

I called back later on, wary of the deal to find she setup a termination on MY account and intended to have MiL be main account holder at MY address, i cancelled this action immediately.

Spoke with the woman i dealt with previously at NMC and we penned in a date for installation for last Saturday (This was in latter half of March) - had a letter confirming such. Saturday came and no engineer. I called them to be told "there was a construction issue" and the engineer (whichout informing me) had been cancelled. Fume.

I told them it was important the engineer comes out THAT DAY - as during that time, the MiL was admitted to hospital and would be bed bound, so we needed the service sorted as soon as. They then explained that the construction issue was because they intended to have her installed on a NEW LINE in the property and not access installation via a splitter.

Escalated it up to manager who was confused as to how they got it wrong - but the engineer couldn't come out, the book date was today (Saturday) but couldn't get any earlier as much as i pleaded.

Today came, two engineer vans turned up - They installed a new line into the house via two bedrooms, didnt have a TiVO on their paperwork and only V+ HD. Confused, it wasn't important though as that could be sorted later.

Turned the Virgin box on.... only basic channels. They made her account into a basic account. Been on the phone for three hours today trying to fix it absolute bloody nightmare. They wanted another Virgin engineer to come out to do what i asked them to do originally - but holes in walls have already been done!

Got through to one manager who was completely unhelpful and said nothing could be done, before i went through to disconnections who cancelled the MiL account free of charge, and are now enabling services from the feed installaed this afternoon at least until they can get another engineer out to install TiVO (Can't do self-install it seems)

Utter nightmare from beginning to end!!!

[pip08456]

Surely the easiest way would've been MiL account terminated and you get an extra TIVO box installed? Simples.

Why have her account continued at £15 PM just for a TIVO box on your account?

[AGray]

Sadly because she moved into a property already services by Virgin, she would have had to incur termination costs. So it was agreed to drop her right down for 9 months of her remaining contract paying the absolute minimum.

Extra TiVO is what was asked, but it had got so misconstrued.

I spent a good two and a half / three hours on the phone today, finally getting a "sort of" result. They agreed to disconnect the second account free of charge and get a multiroom setup on my account (As was always asked...)

The only gripe was that they said it will take a few WEEKS to get another engineer out to install the TiVO box - i said absolutely not, we came to a compromise and they took the SMART Card details of the V+ Box they installed this afternoon, promising it will be online and fully functional by tomorrow.

I really hope so :|

[pip08456]

So, if I've read your reply correctly.

She moved into a property 3 months ago that had VM services and took out a contract.

She's now moved to yours and rightly expected to have to pay either the termination fee or a reduced fee and you wanted an extra TIVO box on your account.

Why didn't you just order an extra TIVO on your account first and than negotiate the reduced fee for your MiL afterwards explaining extenuating circumstances?

[AGray]

No. She had her own property for many years, but due to all the issues at the New Year with the price increase, i spoke to them and got her a better deal, albeit it started a new 12 month contract.

Her personal circumstances changed since then, and thus had to move in with us, so because we would have had to terminate the contract she would have been charged hundreds which she wouldn't have been able to afford.

I spoke to the Movers department who agreed she would be able to have a "dummy" account which would serve no purpose other than to charge her minimal line rental for the remaining 9 months of her contract, the flipside of this was that i needed to bring a service of hers onto my account, another sort of compromise. So i'd be paying an additional £20 or so per month.

In all honesty i never expected this to be such a complicated process, the first woman understood it perfectly fine, the next one didn't and almost messed up my account - then it was up and down from there-on.

I did say from the beginning all i wanted was a multiroom on MY account, they must have been nodding and not comprehending.

I was told plenty of times "You can't have two accounts under one address". Proved them wrong on that one clearly.

Frustrating thing was though, none of them left concise notes on what they done by th sounds of it, so i had to go through the rigmarole. every. time.

[pip08456]

Try posting on the VM Community forum and see if a mod can be of help.

Post alink to the thread back here.

[Ken W]

Originally Posted by pip08456

Try posting on the VM Community forum and see if a mod can be of help.

Post alink to the thread back here.

Good idea, I have found the mods are very helpful.

http://community.virginmedia.com/