Steve Perrin
Why do Virgin Media make is so effing awkward to end your contract? Five people I've had speak to, passed around muliplte departments. I had to explain I wanted to end my contract six times to one person. Here's an example of the conversation: "You're through to Virgin Media. How can I help you." "I'd like to end my contract please." "Okay, I can help you with that. But before I do, I can look at getting you a better deal." "No thank you. I just want to end my contract." "Certainly. But I could get you X download speeds for £X." "I just want to end my contract please." "Okay. I'm just going to speak to manager to see what kind of a deal we can get you..." I politely interrupt with... "I don't want a new deal thanks, I just want to end my contract please." "I'll put you on hold while I process that for you." 9 minutes later... "Okay, so I've spoken to my manager and we can offer you a deal..." I politely interrupt again... 'Look, you're the fifth person I've had to talk to now. I've been on the phone for close to a hour. And I've lost count of the amount of times I've asked now. I don't want a deal. I just want to end my contract please." "Okay, but I wouldn't be doing my job if I didn't offer you a new deal. My manager is offering..." I interrupt again... "Look, I want to end my contract. I don't want a deal, I'm not interested in any deals." "Well, on top of our offer, we can also give you a free SIM card..." I interrupt, not so politely... "I'm now beginning to get really annoyed to be honest. I have already said that I want to end my contract multiple times now after being put through various departments. I've been in the phone for an hour now and I actually have things to do, like look after my two children. I have said I'm not interested in any deals. Again, end my contract." "Well I'm just trying to do my job sir." "I'm a paying customer and it's your job to do what I ask. End my contract." "I'll just put you on hold while I process that for you." 3 minutes later... "Okay, that's all taken care for you now. Is there anything else I can help you with?" "No." I put the phone down. Being put on hold over and over. A phone call that was dragged out over an hour for something that takes seconds to actually do. Virgin Media if you read this, this is why you get such terrible reviews. You don't listen to customers and try to force deals onto them you they don't want. You waste their time dragging out a process that only takes seconds to do. This is why people leave you, cos your customer service is terrible. And if you charge me a fortune for being passed around various departments, having to speak to muliplte people and ask over and over to end my contract, you'll be paying for my phone bill and time.
8 months ago
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