Email to Virgin/Yodel/Resolved

[havinastella]

Thank you for my shiny new S4.

 

Unfortunately I could have walked and picked it up from you quicker that Yodel could deliver it.

 

I waited in all day on the 14th only for the website to update at 1845 that they could not find my address. I contacted customer care immediately (I say immediately in JEST, I was hold for 48 mins) I checked the address with them and they confirmed that although the xxxxxxx and xxxxxxx Walk were the wrong way around (THIS makes no difference) the item should have been delivered. Customer care informed me they would contact Gatwick and let me know what was happening the next morning.

 

Next morning, no phone call, so I contacted Gatwick myself, after nearly 3 hrs I managed to get through to Lynn, who gave me the drivers mobile number. I tried to contact the driver on this number and the number was unrecognisable. YOU guessed it, another marathon session trying to contact Lynn again. She gave me Paul, the Managers number, on trying this number, it was never answered. (He was in a meeting) I decided to drive to Gatwick Deliver office to find out what was happening.

 

I was met by a nice man called Danny, he took all the details, tried to contact driver and Manager as above. He informed me that I would receive a call that afternoon as soon as they knew what was happening. (NO CALL)

 

Thursday morning, I rang the Manager Paul, he confirmed he had the details of the complaint and would grab the driver when he came into the office and would ring me back. Paul was good to his word, rang me back at 10am, confirmed he had my parcel in his hands and would get someone to bring it around. IN fact, he brought it himself an hour later and went out of his way to do so.

 

That was a fantastic £7.99 I spent on delivery.

 

I would therefore like a refund of my delivery, A credit to the account for my time and phone calls incurred.

 

Could I also point out, Lynn, Danny and Paul at Yodel were fantastic.

 

I await your quick response

[Bazooka Boo]

Ha Virgin, the epitome of customer service, I will never ever use any of their services again.

[havinastella]

Ha Virgin, the epitome of customer service, I will never ever use any of their services again.

 

I have never had a problem with them BB.

 

Also, the only fault with them here was using Yodel

[Bazooka Boo]

Ah ha..... although I do hear a lot of people say they don't have any problems with VM, maybe it's just me?

 

The only letter missing from Yodel is b, then it would be an anagram of delboy!

[havinastella]

Do we have a senior person at Virgin email address?

[Bazooka Boo]

http://www.ceoemail.com/index.php

 

Neil Birkett?

[havinastella]

cheers BB. Its being escalated

[havinastella]

Hello Alan and Ruth,

Thanks for your email regarding your recent order.

 

I appreciate you taking the time to email us, my name is Nichola and I’m happy to help.

 

I tried to call you today but sadly I was unable to reach you. To prevent further delay I’m replying via email.

 

After checking into this again today I can confirm that we picked and dispatched your handset to Yodel on time and should have been delivered on the 14th May 2013.

 

I’m really sorry that you didn’t receive your handset when stated however we won’t be crediting you back at this time.

 

If you would like to give Yodel the delivery company Virgin Media Mobile use feed back on your recent delivery service or a formal refund please click here.

On behalf of Virgin Media, I'd like to offer our sincerest apologies for any inconvenience caused.

 

I hope this clears things up and you now enjoy the great service Virgin Media Mobile provides.

 

Enjoy your weekend.

Kind regards,

Nichola Staple

Virgin Media

[havinastella]

OH DEAR!

 

Already escalated to CEO!

[Bazooka Boo]

That email is confusing? First they say they aren't going to credit you back, then they say to send Yodel feedback to get a refund??

 

IMO it should be VM doing the refunding and then getting onto their chosen delivery company to be reimbursed...

[havinastella]

That email is confusing? First they say they aren't going to credit you back, then they say to send Yodel feedback to get a refund??

 

IMO it should be VM doing the refunding and then getting onto their chosen delivery company to be reimbursed...

 

Exactly what I pointed out to Virgin.

[havinastella]

Thank you for your email regarding your complaint.

Firstly please allow me to introduce myself, my name is xxxx and I work in the Chief Executive Office on behalf of our CEO and Executive Directors at Virgin Media. My role is to ensure the appropriate resolution is reached for any complaints they receive.

I have assigned your case to one of our specialist complaint agents who will assume full accountability to ensure your complaint is resolved quickly and to your satisfaction. They will be in touch within the next 24 hours.

Whilst we do aim to resolve all issues as quickly as possible and usually within 5 days, the agent dealing with your case may be required to investigate your issue further. If you’d like to speak to us while we are handling your complaint then please don’t hesitate to call us on xxxx xxx xxx quoting your reference number provided at the top of this email.

I would like to take this opportunity to say how sorry I am you have had cause to complain, however I can assure you we will do our utmost to resolve this to your satisfaction.

Yours sincerely,

xxxx xxxxxx |CEO Case Manager, Virgin Media

[havinastella]

Thanks for your recent email about the delivery of your new handset. I?d like to thank you for taking the time to write to us. I did try and contact you on xxxxxxxx and xxxxxxxx and was unable to reach you. To save further delay, I?ve sent this email.

 

I?m sorry to hear that Yodel did not perform as I would have wanted them to. This is not the experience I would expect for our customers. I will feed your comments, both good and bad, to Yodel. I?m also sorry to read that you had problems getting through to our call centre.

 

I have credited the delivery charge back against your next bill. I have also credited two weeks tariff charge, £16.50, to your account. This will reduce your first bill to £8.91

 

I trust this resolves the issue for you. If I can be of any further help, please either reply to this email or call me on xxxxxxxxxx ext

2609 quoting the reference above. I?m available on varying shifts between 8am and 8pm Monday ? Friday. If I?m not available when you call, a message will be taken and a call back will be arranged at a time that is convenient for you.

 

Kind regards

 

xxxx xxxxx

 

Virgin Mobile CEO Complaints Team

[havinastella]

Thats all I wanted

 

Thanks for the email address BB.

[Bazooka Boo]

Wow, that is stirling effort on their part!

 

Just wish I could get the same sort of response from Wetherspoons CEO.....excellent result!