Why Does Everyone Think Virgin Are Rubbish ?

[Arthurgray50@blu]

I have several things to say on this subject, firstly, l think that VM is second rate, and always will be for a company, they do NOT put the customer first, it is all about money with them, they waste so much, the reason that, l am still with them is that they are cheap, over the last THREE months, l have had lots of problems, with DD, with them, they have taken MORE money out of our account, then they should have done, when we spoke to CS, they say, we will take it off NEXT months bill, which by then, they make another mistake, they can't sort that one out, for example, we bought a V+box for £75.00, with no strings attached, they charged us £200.00, we spoke to CS, and they told us this was an admin error, and would take it off, the following month, they didn't, need l say more. it put us in an overdaft situation (which we got charged for).

[chuzzlemonkey]

Originally Posted by Arthurgray50@blu

I have several things to say on this subject, firstly, l think that VM is second rate, and always will be for a company, they do NOT put the customer first, it is all about money with them, they waste so much, the reason that, l am still with them is that they are cheap, over the last THREE months, l have had lots of problems, with DD, with them, they have taken MORE money out of our account, then they should have done, when we spoke to CS, they say, we will take it off NEXT months bill, which by then, they make another mistake, they can't sort that one out, for example, we bought a V+box for £75.00, with no strings attached, they charged us £200.00, we spoke to CS, and they told us this was an admin error, and would take it off, the following month, they didn't, need l say more. it put us in an overdaft situation (which we got charged for).

Sorry to hear you've had trouble...

They can amend your DD there and then for you if drawing the full bill amount is going to cause problems...

Also if you have incurred charges that you feel are the fault of VM then you can write to VM to request a refund of these charges. The address that you need is listed on the back of page 1 of your bill and is in swansea. If you include a covering letter and a copy of your bank charges these will be refunded and you'll even get a nice call to say sorry.

---------- Post added at 20:39 ---------- Previous post was at 20:36 ----------

Originally Posted by Arthurgray50@blu

they do NOT put the customer first

I have to diagree on this point, though. VM have worked very hard on customer focus since the rebrand. Maybe its just your bad experience which makes you feel that way. Which is understandable.

[Kellargh]

I don't think they put the customer first at all, 'virgin' may have worked hard on a 'rebrand' but IBM still make decisions that put the customer last.

[BenMcr]

What has IBM got to do with Virgin?

[chuzzlemonkey]

Originally Posted by BenMcr

What has IBM got to do with Virgin?

IBM deal with some of our outsourced areas mate...such as Staff Accounts...and some other stuff!

They've got a contract with NTL for 3 more years as i understand it...

---------- Post added at 13:15 ---------- Previous post was at 13:14 ----------

Originally Posted by Kellargh

I don't think they put the customer first at all, 'virgin' may have worked hard on a 'rebrand' but IBM still make decisions that put the customer last.

I have honestly seen nothing to support this.

WE work very hard on customer focus.

Originally Posted by BenMcr

What has IBM got to do with Virgin?

At the Albert Dock its Adecco working on behalf of IBM on behalf of Virgin, so IBM ha a lot to do with Virgin, Customer Services obviously are run differrently.

[Arthurgray50@blu]

It is always the same, one company, can blame the other, all the companies are the same, VM should operate it themself, then these problems, would not arise, would they, l contacted Adecco, the other day for a job, that was advertised,, they have not replied, IF you have a Sky account, you deal with them directly, ONE company, if you have instals, that is done by contractors, the rest is Sky, if this is the case with VM, no wonder they have so many problems, if l get the same problem this month, l will do my nut, as the only person, making money will be VM, via mistakes.

[chuzzlemonkey]

Originally Posted by Arthurgray50@blu

It is always the same, one company, can blame the other, all the companies are the same, VM should operate it themself, then these problems, would not arise, would they, l contacted Adecco, the other day for a job, that was advertised,, they have not replied, IF you have a Sky account, you deal with them directly, ONE company, if you have instals, that is done by contractors, the rest is Sky, if this is the case with VM, no wonder they have so many problems, if l get the same problem this month, l will do my nut, as the only person, making money will be VM, via mistakes.

If you're still stressing over the issue you posted previously...take the advice i gave you in my earlier post and you will get your refund...

Also i see no blame being passed around within a company...just on CF! lol

[BenMcr]

Originally Posted by Haggis23

IBM deal with some of our outsourced areas mate...such as Staff Accounts...and some other stuff!

Originally Posted by whydoIneedatech

At the Albert Dock its Adecco working on behalf of IBM on behalf of Virgin, so IBM ha a lot to do with Virgin, Customer Services obviously are run differrently.

Yes but is IBM working for Virgin, not the other way around. If Virgin managment tell IBM/Addeco to do X,Y,Z then they have to do it

[chuzzlemonkey]

Originally Posted by BenMcr

Yes but is IBM working for Virgin, not the other way around. If Virgin managment tell IBM/Addeco to do X,Y,Z then they have to do it

Yea they're working for VM, although I have no idea as to the ins and outs of it all! lol

[Chrysalis]

Originally Posted by arcamalpha2004

So people who cannot pay by DD pay more than those who can?
Totally unfair imho.

agreed, I posted why I believe they doing it but I defenitly dont agree with it.

VM eg. could make a online billing page where people can pay with debit/credit card over the internet, that method of payment has no costs then as they not ringing a operator.

---------- Post added at 16:15 ---------- Previous post was at 16:14 ----------

Originally Posted by Arthurgray50@blu

I have several things to say on this subject, firstly, l think that VM is second rate, and always will be for a company, they do NOT put the customer first, it is all about money with them, they waste so much, the reason that, l am still with them is that they are cheap, over the last THREE months, l have had lots of problems, with DD, with them, they have taken MORE money out of our account, then they should have done, when we spoke to CS, they say, we will take it off NEXT months bill, which by then, they make another mistake, they can't sort that one out, for example, we bought a V+box for £75.00, with no strings attached, they charged us £200.00, we spoke to CS, and they told us this was an admin error, and would take it off, the following month, they didn't, need l say more. it put us in an overdaft situation (which we got charged for).

I think its fair to say without the generous retention deals handed out over the years VMs customer count would be abysmal.

[BenMcr]

Originally Posted by Chrysalis

VM eg. could make a online billing page where people can pay with debit/credit card over the internet

They already do. www.virginmedia.com/ebill. But even then, card processing fees do cost money

that method of payment has no costs then as they not ringing a operator.

It is not just the operators/call centre agents that costs money, it is the payment processing fees, costs of sending reminder letters etc that costs. That is what the £5 covers

[chuzzlemonkey]

People will always argue these charges.

But they're here to stay, i honestly can't see them being overturned regardless of their excessiveness.

[Chrysalis]

BENmcr I can tell you a small business with volumes of under 10 payments a month doesnt have costs of £5 to process card payments and since these costs drop with volume VM will not have costs anywhere near £5 to process them.

[chuzzlemonkey]

Originally Posted by Chrysalis

BENmcr I can tell you a small business with volumes of under 10 payments a month doesnt have costs of £5 to process card payments and since these costs drop with volume VM will not have costs anywhere near £5 to process them.

It's a dead issue if you ask me, the customer is (obviously) never going to like this charges but at the same time VM won't stop charging it...

Best case scenario for the customer is...at some point sombody takes VM to court and the court force VM to reduce the charge to whatever the exact charge is that they pay for the processing of payments, whatever that may be.