Customer Service Fail Uncategorized VirginMedia

@VirginMedia Hurrah – case closed – seems I finally got through to someone who got it!!

Fwd: Virgin Media account

Hello Mr. Bryant,

I\’ve been asked to investigate your account and the charges that have been generated since moving to your new provider. While we received notice that the MAC had been used and given to your new provider, unfortunately we never received the notice that the work had been completed for us to close the account.

As payment was made for services up to the , I have removed all outstanding charges from the account and ensured that the account is closed to prevent further charges being made in error. Your account is now closed and completely settled.

Please accept my sincere apologies on behalf of Virgin Media for any inconvenience caused in this matter.

Kind regards,

Virgin Media National
Customer Complaints Team

Customer Service Fail Uncategorized VirginMedia

@virginmedia – and the saga continues… I\’d reply to the email, but you black hole it…

“We\’re really sorry to hear that you\’re cancelling your Virgin Media service. To get the ball rolling, we\’ll be sending in a cancellation request for you and your service will be removed.  We\’ll get in touch with you again to confirm your disconnection date but, just so you know, our target disconnection date is currently:
Just so you know, if you\’re cancelling your phone service with us, you\’ll need to find another supplier, or you might be left without a working phone line!
If you have any questions in the meantime, you can contact us using our webform at To talk it through with one of our team, just dial 150 from your Virgin Phone or 0845 454 2222 from any other phone line.
**Important Information**
If you\’re moving house and you\’ve asked us to transfer your Virgin Media service to your new address, we\’ll be processing your order as soon as possible.  If you\’ve already given us your new address and telephone number, we\’ll start processing your order soon after the services at your old address have been cancelled. We know you,ll be busy with the move, but if you haven\’t given us your new details yet, do get in touch as soon as you can, so we can get on the case for you.
Kind regards,
Mark Davidson
Executive Director
Customer Care
Virgin Media”
Customer Care?????  Incredible how you can put in a disconnection request for a no longer operating service.

Customer Service Fail Uncategorized VirginMedia

@virginmedia – their uselessness and systematic incompetence knows no bounds. #fail

The account was cancelled some time ago, along with the DD.
A final net invoice was requested, and agreed, but as yet not provided.
You continue to act as if the account were active and add further charges.
You now write threateningly, particularly with respect to damage to my credit rating.
Just you bloody try!!!  Now sort this, this week, or else I will start billing you for my wasted time, and that will more than cancel out the charges you are requesting.

Customer Service Fail Uncategorized VirginMedia

More @virginmedia incompetence, they just don\’t get it #fail

Today I received a letter from Virgin Media requesting that I contact them about my account as there was no longer a valid DD in place through which they could collect funds.

There is no surprise to me in this as I left Virgin (once having been an NTLWorld customer, and now finally tired of their poor customer service) and as a precaution cancelled the DD at the bank.

I spoke to Megan and explained. She said I had to pay, I explained I was unwilling to pay when it included advance payment for a service I no longer used. That would be OK, she explained, as Virgin would take the money and then refund me with a cheque. Yeah, right I thought. I explained that on several occasions I had requested a final invoice from them and once I received that I would pay up. Apparently the final invoice *could* be emailed me to me, so she did. However when I asked if it covered the termination period and therefore did not overcharge me, it got less clear. It seems that having now requested a nett invoice, Virgin would be unable to email me the correct information, I would have to wait whilst she spoke to the cancellation team. Will this take long? I asked, just a couple of minutes I was told. Ok, said I, I'll hang on whilst you do that, but for 2 minutes.

Four minutes later I hung up.

Virgin, you have to do better. I have left you. I want a final invoice that covers the few days the service was in place before I moved to a better ISP (a capability already demonstrated), and the phone charges from the previous month. I am not willing to overpay you and wait for a refund cheque; you can work it out, you have the information; and I hazard a guess you have a few computers on which you can do the sums. Do them and let me know.

These are *my* terms of business.

Amazon Broadband Customer Service Fail iPad Kindle Succeed Uncategorized Zen Internet

Zen Internet to Amazon Kindle – from triumph to disaster in 2 hours… and why you need to buy a windows PC with your Kindle.

I got home from the client this evening to 2 technical tasks.  Today was the day I left Virgin Media for an ISP that gives a damn.  Zen Internet is now the ISP of choice at Corylus Towers, and the upgrade happened as they said it would – today, and all I needed to do was tweak the router.
I had a new, unused NetGear router (DG834PN) that was going very cheap in the manager specials bin at Staples a few months ago for this very purpose, but on checking the Zen site for the “how to configure your router” discovered a NetGear specific instructions, and wondered if the Virgin specific router firmware in the old DG834 would take a tweak.  I wanted to do this as the Wi-Fi setup (including all the MAC filtering) would remain in place.
Lo and behold, 2 tweaks and the new userid and password and I’m connected.
What’s more my internet connection has moved from 1.6MB to 2.3MB without anything else being done (and I’m pretty sure the 668KB upload is a better connection too).  This bodes well for the other broadband line being migrated later.
So, having restored the Internet connection to the domestic network, the goal was then to get my newly delivered Kindle up and running.  I’d ordered the Wi-Fi only version as I have Wi-Fi in the house and office, and a MiFi unit to cover the situation when hotspots aren’t available.  I prefer it that way to subscribing to more data connections and hotspot services (although of course whilst the Kindle has free 3G, the unit is £41 more expensive).
The Kindle was unboxed, and set to charge for a bit.  After dinner, I grabbed the MAC address of the unit, and added it to both Wi-Fi networks running here and switched on.  The Kindle would not connect to the network, it could see it, and I could see that it was attempting a handshake, but all I got was “Unable to connect to wireless network…”.  Some surfing later gave me cause for concern, so I decided to try some diagnostic tests.
Thirty minutes later, and both network changed from WPA2 to WPA to WEP, from MAC filtering to none, (etc. etc.) nothing was working still.  The device would very nearly connect, but not.
In desperation I got the DFG834PN out,  and just plugged it in.  In factory default it’s completely insecure; but as it wasn’t actually connected to a phone line, it didn’t matter.  A quick check on the iPad confirmed it was working (and got me its IP range – the usual 192.168.0.x), and I tried the Kindle on that.  Again, nothing.
So over to the help line, noting with some wry amusement that the plastic protective sleeves were not yet removed from the Kindle…
At least it was an 0800 number, as the Kindle support line first cut me off, and then on the second call believed I had not bought one!  Eventually we got to work.  The usual interrogation by a customer support line took place, almost down to my inside leg measurement,; then after some initial attempts a full hard reset of the device was prompted.  After this the device briefly connected (albeit at what seemed to be 14bps), and I got a list of books I had already bought – but completely failed to download them beyond a few % (and again very slowly).
Some more diagnostics later Kindle Support decided (as I had over an hour ago!) that the unit was faulty in the Wi-Fi department.  “So I will send you an email with details on how to create a couple of logs files, you then just connect the Kindle to your computer and send us the files”…  At which point I asked why they assumed I had a computer to which I could connect the Kindle.  That caused some fun…  I pointed out that I had an iPad in front of me (which was working perfectly well on the Wi-Fi).  SO I was asked to connect the Kindle to the iPad “but the iPad has no USB!”. 
Several minutes later, Kindle Support had no idea how to overcome this particular problem, but I had shown mercy, and dug out the laptop and grabbed the files.  One of my reasons for reticence is that I would not trust the 3MB contents of these files not to contain data that I consider to be confidential.   I had a quick scan through, and all seemed to be OK, but when they said they’d call back in a couple of days I got properly annoyed.
I suggested that as the unit was not working properly it was “unfit for purpose” and “of unmerchantable quality” under the terms of the Sales of Goods and Services Act 1968 (as amended); and that I thought a more proportionate response (as they already had my money) would be to send a replacement and arrange for collection of the useless unit.
The resulted in a lengthy conversation with his supervisor whilst I listened to more muzak, when he came back, the answer was yes.  The support engineer wanted to know the name of my Wi-Fi network (not keen), but he went back to his colleagues to find out what next – which was go ahead.
So after about 70 minutes on the phone, my Kindle was factory reset (only have a hard reboot though as it stuck again), reboxed, and a replacement due to be with me in 2 days.
After I hung up, my wife commented that I’d remained very calm (surprisingly!) and guessed I might write a word or two about the experience.  Right on both counts!
Broadband Customer Service Fail Opal Uncategorized

How not to manage a customer relationship, and why #Opal #fail

I signed up more years ago than I care to remember to Nildram for my ADSL service.  Over those years I kept paying slightly over the odds in order to have the benefit of a few things:
  • An 0800 fall back telephone access in the event of broadband failing
  • A 20:1 contention ratio
  • Decent customer service.
Over time Nildram changed hands and now sits inside Opal.
This morning I received an email from Opal offering me and upgrade that would save me some money.  Having enquired about it I discovered that the features above were no longer part of my current deal.  As part of the transfer from Nildram (or possibly before) the contention ratios were dropped to domestic levels, even though business grade contracts were in place.  So that would explain the drop off in performance…
Frankly I think downgrading a service and continuing to take the money is fraud. I will have words with trading standards.

The FRIACO call back was decommissioned some time ago (and it\’s availability was one of the reasons I did not downgrade my service some time ago).

I’ll let the following speak for the customer service.

Having made my representations to the sales person, I was advised that they had no means to record and pass on my comments to get a more formal response.  In fact the only real response was to re-sell me the upgrade to a new service.  They would or could not address the concerns that effectively broke the trust relationship between customer and supplier.  I would rather pay a bit more to a company I trust than stay. 

I was also concerned that the pitch was that this happened before Opal were involved.  This attempt at absolution is not acceptable.  When you buy a company and promise nothing changes, you are renewing a client relationship based on trust and a contract.  To argue as they did that as the contract was a rolling 1 month contract, and therefore I was “out of contract” is ignorant and wrong.  If a contract renews automatically until it is cancelled, the renewal inherits the same terms and conditions.
The net result is that an attempt to get me to upgrade my service and get me fully into the parent company fold, has instead irritated and annoyed me, wasted my time, and led me to leave.  I am not willing to invest more time and energy into sorting out a problem with a company that I now don’t trust when I can put that effort into finding a new supplier.
Would you do the same?
Customer Service Fail McAfee Uncategorized

Hey @McAfee – want to know why you\’ve lost a customer, and referrals?

1. You tried to take the money for a renewal 8 weeks ahead of renewal, WITHOUT NOTIFICATION.
2. When you emailed me about the transaction problem you wanted to call me, but then got technical support to call.
3. You have changed the product and I should have an upgrade option, but no one knows about it.
4. There is no financial incentive to upgrade.
5. There are no means to compare the old product and the new to see what the difference is.
6. When the tech support person could not deal with it, you transfer me to sales where I have to give up after 25 minutes listening to music.
7. Version 4.x of AVD management sucks.
8. The update mechanism is too long winded and assumes too high a bandwidth in place.
9. Sophos is simpler.
10. Microsoft is cheaper.
That’s all.
BT Customer Service Fail Uncategorized

@BTCare – your data protection and customer service process are pitifully inadequate

Tonight I realised that CallerID had reappeared on one of our phone lines.  I had cancelled this as the line was rarely used, and generally took answerphone messages and therefore CallerID was largely useless, and BT (because I use another call provider) now charge £7.77 per quarter for the service.  This was support by an email I discovered from BT confirming the “request for a new service, and that it would cost £7.77 pq)
So I called the service and spoke to Sunil in Bangalore, India.
At which point he told me he could not talk to me about it because my name is not on the account.  This is despite the fact that my account is emailed to me, has been in my name since 2005, been paid for by me since then.  Clearly BT had, without any authority or request by me, changed my account details.
The situation took a Kafka-esque turn when “Because my name is not on the account” I could not be put through to a supervisor or manager to discuss the mistake BT had clearly made.
A series of entirely lunatic conversation elements took place.
Finally it appeared that there was a likely cause  – a few months ago my wife requested that BT actually put her business account in her name and not mine.  It seemed to me that it was likely BT had made a complete Horlicks of the request and not only changed my wife’s account – but also mine (a different BT account and a different phone number).
So she had to speak to them.  After a further series of discussions worthy of Kafka, and discussions with his supervisor, Sunil accepted that a mistake had been made and was gracious enough to talk to me.  At which point he accepted that a mistake had been made and would be corrected within 24 hours.  At which point I came to the CallerID issue.  Sunil now agreed he could discuss this with me and it was removed and I was assured that no charges would be made.  I requested an apology and compensation for the 45 minutes of my life that have been lost to this insane situation.
But a series of questions for BT.  If your policy is not to deal with anyone other than the named account holder
  1. Why did you process her email request on an account that was not mentioned or identified in her email?
  2. Why, when it was clear a mistake had been made do you refuse to let me escalate the complaint?
  3. Why is there no consideration for the fact that if the surnames are the same, then it might be that there is a connection?
  4. How is it that your premise is that BT cannot make a mistake therefore it cannot deal with a mistake?
  5. How is it that despite your prodigious defence of Data Protection considerations when on the phone, you are able to process a change to 1 account by someone who is not the account holder, and then execute *without request* the same change on another account again by someone who is not the account holder?