Using Twitter For Customer Service @VirginMedia
Recently I had a bad experience with Virgin Media when I moved out of my last house. There was some fine print that meant when I upgraded my broadband, they actually just started a new 12 month contract (even though I’d been with them for 2 years). They then sent me a bill for the remaining balance of £133 or there abouts and I was fuming (as when I spoke to the guy on the phone during the cancellation process, he mentioned nothing about this).
Anyway, I tried several times to contact the customer support through various numbers and finally spoke to an Indian woman who’s first language was not English. After some struggling to explain the situation, she said she couldn’t help me. That’s not the answer I was looking for.
Where does Twitter come in?
After this very poor experience with Virgin Media I was very disillusioned and told Twitter as much (including @VirginMedia) so as to warn people about the experience I had so avoid them making the same mistake. Later that day I received an @ mention from Virgin Media asking me to send them an email (to a specific e-customer service address) detailing the problem. So I did.
A day later I received an email back explaining what had happened. The downside was that I still have to pay the remaining balance. On the plus side, maybe due to the call centre’s ineptitude, they said that if I take their services out again – they will deduct the amount I paid, off the account.
So I made the payment, and they lost it. So they passed it to a debt collection service who called me on my birthday.
I Tweeted again and emailed them (via the e-customer service address) and they said they would fix it and that I wouldn’t have to do a thing.
Now while none of this should have happened in the first place, it would have taken far longer and far more effort to resolve it. With the Virgin Media Twitter team on top form and always replying within 24hours, normally within only a few hours.
Conclusion
For the delivery of their services and the Twitter customer service I commend Virgin Media, for everything else… well lets just say that I’m not sure if I will be taking out services with them again. An experience like that, while tempered greatly by the fast action of their Twitter team, still leaves a bad taste in my mouth.
I’m worried now, I’ve just upgraded from 10MB to 20MB and was told that I wasn’t under contract for another 12 months. However if I had gone from 10MB to 50MB I would be.
I’m beginning to wonder if I was lied to just to get the sale…
Well I was upgrading from 20MB to 50MB and they also sprung an £80 installation fee on me which wasn’t mentioned when you upgrade. So I didn’t have to pay that thankfully. A nice lady sorted it our for me. Their phone customer service seems to be hit and miss.
@richard_glover That is right, you wont be put into a contract for a simple upgrade, 50meg is a contract though even going from 20meg. BMc
Phew! I had the same conversation with the CS person I spoke to, not paying £55 install fee for someone to swap my modem, I’ve got N kit and they sure as shit won’t be trying to “optimize” my mac!
I’m glad you’re not in the same position as I was. I have learnt my lesson now. We’ll see if I go back with them.
Haha ‘optimise’ your mac. Good times.