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Today, I get a phone call from VM, again from the philippines, offering me free TV, free V+HD box, free installation, on the XL package for 6 months after which I can change to the M+ package for £5.50. I said I didn't want to chance from BT to VM for the phone, so he said he could do it without having to take the telephone package. He offered to reduce my broadband from £20 to £12.50. Sounds too good to be true doesn't it? Well of course it is.
I kept asking him for email confirmation as I also told him that someone like him had misled me a few months back. But they don't/can't send emails out, which is unbelievable considering they can send me emails saying when my online bill is ready to view. The only email he sent me was a standard teamvirginmedia email which doesn't specify things we discussed, like not having the phone line, and reduction of my broadband. I said to him I fully expect for this to go wrong but I'll see how it goes. He said I can ring customer services who can confirm everything on 0845 4541111 in a few minutes once he's 'saved a slot' for me and made the order.
So I rang customer services and spoke to a scottish chap who told me that although this filipino salesperson had written the details of what we discussed, that it's impossible to have such a deal and that it would cost a lot more. Such as, free for the first 3 months (not 6 months), then £41.50 a month after that! And if I go down to the M+ package, it would cost £29 something. So this is nothing like the £12.50 for 6 months BB+ TV followed by £18 BB + M+ TV I was offered,
The scottish customer services chap (he was cool, I have no complaints about him) said he's sure the salesperson had made an error. I said no, its not an error as the very same thing happened to me last november and that it's more like a scam. I asked him to cancel the order which he's done. I said to him that this is NOT ON and I want a complaints address to write to. So he's given me:
Virginmedia Customer Concern,
Matrix court
Siemens way
Swansea SA7 9BB
Is it worth writing to them? I'm considering writing to the chief executive of VM and threatening to contact watchdog to investigate. I'm really annoyed that this is the second time it's happened. There must be thousands of people getting the same thing. How can such a big company mislead customers like this, or if they're not misleading, how can these salespeople in the philippines get it so catastrophically wrong, so different from what the VM team in the UK are saying is possible as a price package?
There won't be a third time. When they call me again in several months to offer me some other 'amazing deal', I shall tell them where to stick it. As it happens, I asked the salesperson in the philippines to call me (there's no way to call them back) in case I need to speak to him about anything and he said he would call me tomorrow, so I shall give him a piece of my mind.
Edited by deleted (Thu 20-May-10 23:26:42)
