Now those are three words you don’t see me writing about too often. Ordinarily I’d be ranting and raving about the crap qos offered by companies like (pick your favourite here) Virgin Media, BT, Ryanair, British Gas, Avis, Co-op Bank, Boots Pharmacy (Teddington branch), Sainsbury’s home delivery etc etc. But just occasionally you get delighted by some great example of customer care.
So, regular readers will recall that for simplicity’s sake we opted for an all-in package from Virgin media covering our tv, broadband and home phone service. We would probably have preferred to go with Sky but there are restrictions on the use of dishes on the front of our house. Life with Virgin has been a sorry affair right from the installation process (see posting, Customer Service, of 12 November 2009) and throughout our service history. There cannot be a single month that has gone by without us losing our broadband connection or occasionally the TV service. But the worst thing of all was their appalling customer care service when they’d ask me to switch the computer off and on or try and fob us off with excuses or blame things on our Apple computer equipment or fail to deliver on their endless promises to send an engineer round to sort out our problems. My exasperated wife C called me when I was up with the kids last week to say that she had just endured one unhelpful and difficult conversation too many with the Virgin customer service team and had cancelled our service. It felt like such a relief. All we had to do was find another service provider…..
First serious posting for a while and it’s got to be a rant hasn’t it? I just thought I’d share a few recent examples of what we amusingly call customer service – the way that companies treat you especially when things go wrong. That said it’s not all bad; just almost all. First things first, we recently moved to a new place in Teddington in SW London. It’s rented again ( I doubt we’ll ever be able or indeed wish to buy a property in the UK again), and as the landlord didn’t really want to have a satellite dish on the roof we decided to get get a bundled deal for tv, broadband and phone line through Virgin Media’s cable service, as the previous tenants had done. Have you ever sampled the Virgin Media service installation and after sales care experience? It is almost as impressive as Gordon Brown’s handwriting.