How to lose a Customer

same old...

At the moment the only reason I am still a Virgin customer is that it is too much trouble to change my email address from the ntlworld.com address I use.

The Virgin Media anti-business plan:

• Advertise on the web site that 10Mb broadband is available from £14 a month.
• In the small print state this is the price for new customers only.
• Fail to mention anywhere that old customers may get charged nearly double the price.
• Do not at any point in the sales process notify customer of actual price being charged.
• Send a letter notifying the customer of the actually being charged £25 a month.
• In the letter point out that there is a statutory 7 day period in which customer can cancel the order.
• Send the letter out so that it arrives 15 days after the original order was made.

I will phone yet again to revert to my old broadband package. I should be able to do this under the Virgin Media 28 day money back guarantee.

I have no confidence that this will be a simple error free exercise.

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Popularity: 4%

A media and internet service provider should do better.

same old...

I have recently changed my multi-media package. Although I am reasonably happy with the service Virgin Media provide, making changes has previously been error prone.

This time has been no different.

I wanted to upgrade my broadband. I requested a wireless G-router and a USB aerial for my home network. I changed the TV package at the same time.

I did this via the Virgin Media website on 6th October.

On the 10th October I receive an email telling me they have now “actioned” my request. On the 12th October a package was delivered containing the requested G-router but no aerial.

So, I phone up and a nice Indian lady accepted it was as it was their mistake. I would be sent the aerial and my account credited with its cost.

The aerial arrived on the 15th. Result

On 21st October a letter detailing the services I now have arrived. It incorrectly billed me £30 for a wireless N-router.

So, I phone up and a nice Indian gentleman told me, as far as he could tell, I had been sent an N-router. But he promised to make a note on my account that I had received a G-router and credit my account with the £30.

Virgin Media’s left hand appears to have no idea what its right hand is doing. They probably have multiple IT systems with very flaky connections between them.

Not surprising really. The current Virgin Media was created by a number of takeovers and mergers. Such a process often results in imperfect IT. It is expensive to integrate the different IT systems.

One reason why such a process often fails to deliver on promised value.

Update

Popularity: 5%