Do VM Customer Services ever reply to emails?

[tekboss]

I've been waiting 3 weeks to change to the VIP package but still waiting and only one "rubbish" responce since then.

Phoning and holding on for more than 10 minutes isn't an option for me so it has to be via e-mails.

I'm now thinking about e-mailing RB directly and seeing what happens.

[AndyCambs]

Originally Posted by tekboss

I've been waiting 3 weeks to change to the VIP package but still waiting and only one "rubbish" responce since then.

Phoning and holding on for more than 10 minutes isn't an option for me so it has to be via e-mails.

I'm now thinking about e-mailing RB directly and seeing what happens.

Believe me a free phone call on 150 is far quicker...

you'd be just as quick dropping a letter in the post as emailing. My guess is that they answer emails when they've dealt with the calls.

[Theodoric]

Originally Posted by AndyCambs

Believe me a free phone call on 150 is far quicker...

you'd be just as quick dropping a letter in the post as emailing. My guess is that they answer emails when they've dealt with the calls.

Purely by coincidence I've just been on the phone to them and I'm afraid to say that nothing has really changed since ntl days. Time promised to wait before reaching someone - 5 minutes; actual time of waiting 16 minutes. I've raised an official complaint about no-one replying to my email after nearly 2 weeks. We shall see.

[tekboss]

Thanks AndyCambs.

It probably would be quicker calling but looking after someone with dementia means i can't hold on for more than 10 minutes at a time.

For some reason she gets aggitated when i'm on the phone for any length of time, and have to hang up.

Anyway, i've put the cat among the pidgeons and e-mailed RB directly.

Used to work for NewsCorp and Virgin Group a while back so might use that to push things along.

[AndyCambs]

Well - I've just called someone in Customer Service, queried my bill, and was sorted within 10mins - not only that but she reduced my bill by £15 per month.

You'll probably find it just as long, or the reply will be call Customer Service which is what most people manage to do.

[tekboss]

I think i'll try and call in the morning and see if i can get through without having to hold on for to long.

What time are they open from ?

[AndyCambs]

I think they're open from 8am - but personally I would have thought you might find it quicker to call sometime between 10am and 4pm - after people have gone to work and before they get home.

Perhaps some VM employee might advise the time when the lowest number of calls might be expected?

[tekboss]

Thanks AndyCambs.

It's all been sorted.

Just received a phone call from one of the Customer Service Managers who's apologised for the delay and also given me a discount on the VIP package.