I rang virgin media on 01/02/08 and wanted to join them and have a virgin media package for TV, Broadband and telephone, he was very helpful and as the property we have just moved into already had the connections we could have a quick start package which would be delivered to us on the 05/02/08, great we will go for that. Tuesday 05/02/08 arrives and despite advising me it would be an all day delivery UPS turn up with my package at about 9.45 am ish, brilliant i thought as i hastily unwrapped my package, read instructions which were fool proof and once connected rang the quick start hot line. the young lady then asked for my account number plus the serial numbers for the equipment, i gave her the details and she said it would take about 15 mins for the signal to be received and would ring me back, ok but before you go the phone is not on yet no problem she replied it should be on by 1.00pm ok great. then someone phoned me back and said that the TV box they had sent me wouldn’t work but they had dispatched a new one and i would receive the next day, sorry for that ok i said, oh and also your phone needs an engineer he can come out Friday or Saturday, ok send him Saturday please, ok sorry about this sir, so on to 06/02/08 i sat and took another day off waiting for TV box after about 1.00pm i rang to enquire as to the wear about of my package the reply was they had no idea as it was a manual dispatch and it would be there by 3.00pm ok i said and duly sat and waited again 5.00pm came and still no package, rang them again and now told they had till 7.00pm to deliver, i protested and said this is costing me a fortune in lost income and mobile phone calls, he then advised well you should be ok on the 16/02/08 as your phone will be on then, what i said they told me sat 09/02/08 no your appointment is the 16/02/08. i said I’m not happy about this, in that case sir i will put you through to customer service and they should be able to change date ok, he puts me through i have to explain everything again and she says sorry you need to go back to quick start which she promptly does. i go back to quick start and then have to explain it all again, after doing so he tells me i need to speak to customer service i give up and end call. i than phone customer service where a person called Dan takes my complaint and promises to investigate and get back to me, guess what no TV box turns up no return call. so here we are 07/02/08 i wait in until 1.00pm and still no TV box and no return call, so i phoned customer service again and asked to speak to a manager, if you tell me what it's about sir first, so again i explain everything through, sorry about that sir i will Email Dan to find out what’s going on and make sure he rings you and I’m on until 8.30 pm tonight and will ring you as well to make sure you have been contacted. Well ok i said and guess what nobody rang me back the TV box has still not arrived and i have never experienced such poor customer service not just poor but a blatant disregard for people or the stress and money they cost them.
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