Re: Virgin... jak wyjsc z tego g..wna?
Przede wszytkim - zawsze czytać regulamin. Czytać i analizować.
Po drugie - po kilku telefonach, po których zaczyna się klarować sytuacja - czyli zaczynamy się kręcić w kółko - walić list ze skargą do różnych oddziałów.
Poniżej wklejam własny list z opisaną sytuacją.
Mr Steven Burch
CEO Complaint Dept
PO BOX 3786
Sheffield S9 9AE
24 October 2007
Re: Account number XXXXXXXXXX
Dear Mr Burch,
On 31st August 2007, A Virgin Media Broadband service was installed at my address, <tu mój adres>.
The service I was provided with was excellent quality and continued until 13 October 2007 when a member of your installation team without any warning or reason switched it off.
What I found out after three days of being sent from the Customer Service to The Technical Section and back is that a customer phoned Virgin Media Customer Service and requested their service to be moved to my address. A member of your team then assumed I had moved out and cancelled services for my account. The house in question is a house share and is not split into separate flats or rooms.
No reasonable attempt was made to contact me and confirm whether the information provided by another of your customers was correct. The customer service assistant I spoke to on Tuesday informed me that a letter was sent (copy attached), dated 11 October, but it did not arrive until 16 October and the disconnection took place on Saturday, 13 October. The delay should have been predicted due to the postal strike, which ended 10 October and the assistant confirmed that the decision to move the other customer's services to the new address was unusually quick. Due to this negligence, I was unable to contact Customer Service to explain the situation.
Additionally, the customer who informed you of his intention to move into my address should have been refused (point 9 of your Terms and Conditions' Getting our services section and point 1 of Moving Home section - copies attached) as several members of the Customer Services team maintained that it is not possible to have two separate accounts at one address (this was then contradicted by several other customer service assistants).
This is in breach of our contract as laid down by the law.
I am deeply disappointed by the quality of Virgin Media Customer Service because for the past 11 days I have been given a very unsatisfactory service. For the first three days I was being sent from one department to another, each one claiming they were unable to deal with the problem and only on Tuesday, 16 October, I was told that the problem consisted of a conflict of two accounts and informed that a letter had been sent the previous Thursday.
I was then promised prompt action to rectify the situation, which I took seriously and waited for further contact from the Customer Department. On Wednesday and Thursday I was promised again my account would be restored to full functionality, which has not happened to date.
On Friday, 19 October, I spoke to a lady who told me my account was fully active which, as I was calling from work, I was unable to verify. On arriving home I found there had been no change and phoned Technical Section where I was advised that absolutely nothing was changed and I needed to contact the Sales Department.
I find this totally unacceptable from a company of such a good name and level of customer satisfaction. I choose services and goods cautiously and when finally I decide to buy one, I do it after careful consideration and research. Being lied to, disconnected when asking for a Customer Service team member's name or when an issue starts to get beyond their competence, which happened on two or three occasions, does not constitute a good code of practice.
To resolve the problem I require you to restore my account to full functionality immediately. I also expect a satisfactory compensation for the treatment I was subjected to while trying to a) identify the problem, and b) get a member of Virgin Media team to take ownership of the issue instead of referring me to another department. I also expect a refund of my calling costs, which so far have amounted to £60.
I look forward to hearing from you and to a resolution of this problem. I will wait for 14 days from the date of this letter before arranging for the matter to be corrected by a third party at your cost or seeking help from CISAS, Ofcom and Trading Standards. Please contact me at the above address or by phone on <numer telefonu>.
copy of Terms and Conditions' Getting our services section
copy of Terms and Conditions' Moving home section
copy of your letter of 11 October 2007
Cc: Customer Care, PO Box 333, Virgin Media, Matrix Court, Swansea, SA 7 9BB
Skutek: pięć miesięcy za darmo... Refundacji wydanych pieniędzy oczywiście nie dostałam, ale też za bardzo na to nie liczylam.
Oficjalne listy ze skargą potrafią zdziałać cuda. Zwłaszcza jeśli się jest przygotowanym na pociągnięcie sprawy dalej i faktycznie uderzyć do watchdogów i innych mediatorów.