Blogs / Ebow
Added by Ebow, 20-07-2009
Where, using the mediums of Twitter and bad language, I get stuff resolved.
After speaking with Virgin support this morning about transferring my cable from my old address to the new, I was left with the knowledge that I'd been fucked over by their billing team.
I tweeted this: http://twitter.com/EbowUK/statuses/2736672578
To which they replied this: http://twitter.com/virginmedia/statuses/2737260628
Which was mighty impressive, IMHO.
I then emailed them this:
--
Hi,
Thanks for noticing my calm and rational tweet (@ebowuk), and my apologies for the
language so early in the week ;)
My original tweet (NSFW...): http://twitter.com/EbowUK/statuses/2736672578
Your response (SFW): http://twitter.com/virginmedia/statuses/2737260628
Earlier this year I contacted Virgin UK, asking to cancel my TV and phone, as I was using neither so paying for them seemed unwise. I wanted to retain my cable, as this has been outstanding over the years (had it since NTL).
The gentleman I spoke to suggested he could get the price to £20, which I agreed to.
Today I speak with a nice lady there about moving my cable to my new address, and she
indicates I am paying £24.99 a month, including TV and phone.
"Er, I don't use the TV or phone, why am I paying for it?" I ask, to which I get: "Well, having cable on it's own would only be a little less - £20"
I appreciate we are in a recession, but without benefits or perks from Mr Branson, or
shares in the company, I would definitely not want to give Virginmedia money for things I am not using nor have not been using for some months.
A refund for the additional payments made since they have been added to my bill (the
money for the TV and phone not being used) would be appreciated.
And once again, excellent use of Twitter as a customer service tool - let's follow this up with an amicable resolution for this affair and my next tweet for virgin can be "wow, excellent customer service" :)
[account related details snipped]
--
And just had a tweet back saying email received and will get back to you direct.
This is the second "rant on twitter leading to resolution" incident I've had - the first being LoveFilm and their dubious billing methods also.
So, don't be afraid to have a potty mouth to companies on Twitter :)
I tweeted this: http://twitter.com/EbowUK/statuses/2736672578
To which they replied this: http://twitter.com/virginmedia/statuses/2737260628
Which was mighty impressive, IMHO.
I then emailed them this:
--
Hi,
Thanks for noticing my calm and rational tweet (@ebowuk), and my apologies for the
language so early in the week ;)
My original tweet (NSFW...): http://twitter.com/EbowUK/statuses/2736672578
Your response (SFW): http://twitter.com/virginmedia/statuses/2737260628
Earlier this year I contacted Virgin UK, asking to cancel my TV and phone, as I was using neither so paying for them seemed unwise. I wanted to retain my cable, as this has been outstanding over the years (had it since NTL).
The gentleman I spoke to suggested he could get the price to £20, which I agreed to.
Today I speak with a nice lady there about moving my cable to my new address, and she
indicates I am paying £24.99 a month, including TV and phone.
"Er, I don't use the TV or phone, why am I paying for it?" I ask, to which I get: "Well, having cable on it's own would only be a little less - £20"
I appreciate we are in a recession, but without benefits or perks from Mr Branson, or
shares in the company, I would definitely not want to give Virginmedia money for things I am not using nor have not been using for some months.
A refund for the additional payments made since they have been added to my bill (the
money for the TV and phone not being used) would be appreciated.
And once again, excellent use of Twitter as a customer service tool - let's follow this up with an amicable resolution for this affair and my next tweet for virgin can be "wow, excellent customer service" :)
[account related details snipped]
--
And just had a tweet back saying email received and will get back to you direct.
This is the second "rant on twitter leading to resolution" incident I've had - the first being LoveFilm and their dubious billing methods also.
So, don't be afraid to have a potty mouth to companies on Twitter :)
This story has been added to the following section(s): Blog, Fighting, Information, Real Time Strategy
Comments
Post New Comment
Yay, response from them :)
---
Thanks for sending us your details through, your original tweet was quite colourful but it got you a response so no harm done :)
Sorry about the issues you've had. It does appear that when the agent promised you the package for £20 he didn't apply the right discount so you've been charged £24 a month since. I'm really sorry about this and I trust by the end of the e-mail we will have all this sorted!
I'm not to sure on the exact date you spoke to the agent so I'm going to back date your credit to January. This is a total of £24 due back to you. If it's ok with you I've added the credit to your new account so it will come off your bill. If alternatively you would like me to send a cheque then just let me know.
I can confirm you will be on the correct package of £20 per month at your new address. Can you let me know the date you wanted the services disconnected at [old address]? I just want to double check everything is running as you requested.
You can reply directly to this mail with any queries or questions, I'm here until 5 today.
Kind Regards
[virgin]
----
Hurrah for Twitter :)
---
Thanks for sending us your details through, your original tweet was quite colourful but it got you a response so no harm done :)
Sorry about the issues you've had. It does appear that when the agent promised you the package for £20 he didn't apply the right discount so you've been charged £24 a month since. I'm really sorry about this and I trust by the end of the e-mail we will have all this sorted!
I'm not to sure on the exact date you spoke to the agent so I'm going to back date your credit to January. This is a total of £24 due back to you. If it's ok with you I've added the credit to your new account so it will come off your bill. If alternatively you would like me to send a cheque then just let me know.
I can confirm you will be on the correct package of £20 per month at your new address. Can you let me know the date you wanted the services disconnected at [old address]? I just want to double check everything is running as you requested.
You can reply directly to this mail with any queries or questions, I'm here until 5 today.
Kind Regards
[virgin]
----
Hurrah for Twitter :)
Hmm interesting. Well done.
Worth keeping an eye on your bills from providers, as it seems to be fairly common practice...
