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Old 27-04-2007, 17:02
montehampster
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Does anyone have a name, telephone number (preferably without the standard 25 minute wait) or preferably email address for someone senior I can raise the stakes in an outstanding complaint I have?
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Old 27-04-2007, 17:04
firehawk1
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none probably
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Old 27-04-2007, 17:12
VM-BeCogent-CMC
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Originally Posted by montehampster
Does anyone have a name, telephone number (preferably without the standard 25 minute wait) or preferably email address for someone senior I can raise the stakes in an outstanding complaint I have?
Only way to do so would be to write to our National Complaints Centre in Shefield. The address will be on the back of your bill
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Old 27-04-2007, 17:51
deltanine
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Originally Posted by VM-BeCogent-CMC
Only way to do so would be to write to our National Complaints Centre in Shefield. The address will be on the back of your bill

I agree, if you write in it will go to the customer concern department, which is part of the CEO`s office. As youve already written in though you may be able to call them, i have heard that concern do take calls for outstanding complaints which havnt been resolved yet. I think you would need to call Customer Care for the number (checked the directory couldnt find it)

Last edited by deltanine : 27-04-2007 at 17:56.
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Old 27-04-2007, 19:09
superman775
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they dont do anythin even if you do complaine all they do is the permentnt staff look at it an no one cares.
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Old 27-04-2007, 19:38
deltanine
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Originally Posted by superman775
they dont do anythin even if you do complaine all they do is the permentnt staff look at it an no one cares.
huh? ...
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Old 27-04-2007, 19:42
VM-BeCogent-CMC
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Originally Posted by superman775
they dont do anythin even if you do complaine all they do is the permentnt staff look at it an no one cares.

Is that an actual fact? Or is it your view?

Because if your going to say that where's your proof?
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Old 27-04-2007, 19:43
DieDieMyDarling
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Originally Posted by superman775
they dont do anythin even if you do complaine all they do is the permentnt staff look at it an no one cares.
If your complaints are written in the way you just typed that message, i'm not surprised they 'just look at it'.
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Old 27-04-2007, 19:43
VM-BeCogent-CMC
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Originally Posted by deltanine
I agree, if you write in it will go to the customer concern department, which is part of the CEO`s office. As youve already written in though you may be able to call them, i have heard that concern do take calls for outstanding complaints which havnt been resolved yet. I think you would need to call Customer Care for the number (checked the directory couldnt find it)

We dont have any number for that address to give out to the customers i'm afraid
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Old 30-04-2007, 01:00
VirginMediaLass
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Complaints Dept is now based in Wythenshawe - I know because my job went there

To email complaints you use the contact us bit on the website.

Complaints don't have a contact number BUT you can call customer care and ask them to open a complaint for you and they have to do it if you've asked.
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Old 30-04-2007, 07:48
Cablemaster
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Here is the address of the National Customer Liason Centre (complaints) as the previous poster said it has moved to wythenshawe.



Virginmedia Ltd
NCLC
PO Box 50
Wythenshawe
Manchester
M22 0BA

You are best putting it in writing to the above address or you could call 150 and ask the advisor to log a CCCS complaint and have it forwarded to them.


Hope this helps
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Old 30-04-2007, 11:02
nojo608
 
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Originally Posted by montehampster
Does anyone have a name, telephone number (preferably without the standard 25 minute wait) or preferably email address for someone senior I can raise the stakes in an outstanding complaint I have?

There follows the text of an earlier post in this regard.
Hope it helps.

I will undoubtedly be accused of everything under the sun, for doing so, but in case you, or anyone else who is hitting brick walls via the "normal channels" missed it, you might find the following post I submitted elsewhere, useful.
Roll on the usual complaints from the small band of defenders of the faith, who don't seem to approve of me helping others get their problems resolved.....

"I've just read a stockbroker analyst's' report on a meeting with VM's CEO and senior management that took place two days ago.

The third topic (out of c.20) concerned how many formal complaints VM had received.

This statistic re. formal complaints entered into the company's audited complaints handling procedures (rather than mere angry calls/emails/letters to CS) is a key driver within VM and they will do anything to reduce the medium term complaints trend back to Telewest levels. TW's final complaint rates were less than 80% of VM's pre-Sky debacle stats .

If you wish to help force VM to improve their offerings (rather than just call one another names on this forum), write a letter of complaint, clearly marked “Formal Complaint” (on the letter, not the envelope) and send it to:

Stephen A. Burch
President and Chief Executive Officer
Virgin Media Investment Holdings Ltd.
NTL House
Bartley Wood Business Park
Hook
Hampshire
RG27 9UP

Calls and emails to CS will not have the same effect. After all, VM's CS problems are not the responsibility of their (very helpful and patient) CS staff, they are the responsibility of VM's manageent and Board."

You can search Cable Forum for "Dolphin Square" and check the thread entitled "NTL Contacts" for further background
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Old 30-04-2007, 12:34
simonbt
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I wrote a letter of complaint and sent it there (recorded)) nearly a month ago. Not even had an acknowledgement letter back!
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Old 30-04-2007, 13:52
nick.king
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I always write to this address, never failed to get a reply either by telephone or letter.

Virgin Media
Customer Care
1, Chippingham St,
Sheffield,
South Yorkshire,
S9 3SE

Good luck.

Nick.
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Old 30-04-2007, 13:58
Cablemaster
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Hi Nick, that is the old address the one I posted earlier is the new one.

Sheffield no longer deal with this.
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Old 30-04-2007, 14:12
montehampster
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I was told to write here: -

Virgin Media
PO Box 333
Matrix Court
Swansea
SA7 9BB

Had a standard acknowledgement and a promise of a reply normally within 5 days but because thay are "busy" (no prizes for guessing why!) it could be up to 10 days - now up to 16 and still waiting. The problem is over an email they said I must have received (normally within 48 hours but could be up to 5 days) following mine of the 17th of March. After writing with a formal complaint on the 6th of April I finally got a reply to the email dated the 27th of April!

I used to be a Customer Services manager and the golden rule is under promise (I.E. how long it will take to resolve) and over achieve! If you say it will be 5 days and take 7 the customer is disatisfied - if you say 10 days and do it in 7 I won't say he's happy but certainly less hacked off!

It just needs someone to take ownership of a complaint. It really isn't that difficult and if done properly can actually help retain and acquire new customers.
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Old 30-04-2007, 16:01
VirginMediaLass
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Hi

You need to write to the Swansea address and it is forwarded out from there.

Sadly Sheffield don't do it anymore.

If you address to Steve Burch, this will be dealt with by the CEO's office.
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Old 01-05-2007, 15:57
shpankol
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I wrote to the Steve Birch address and had all my problems resolved within 2 weeks. The office there also gave me a fair bit of credit in way of compensation, they were very helpful.
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Old 01-05-2007, 16:53
nojo608
 
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Originally Posted by shpankol
I wrote to the Steve Birch address and had all my problems resolved within 2 weeks. The office there also gave me a fair bit of credit in way of compensation, they were very helpful.
I am delighted to read of your success.

I hope that this gives others the "oomf" to resolve their problems in a similar manner.
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Old 07-06-2011, 18:31
Right to reply
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Hi everyone I personally believe that when we contact a company or an MP to explain our dissatisfaction we have a right to reply, with that I have set up a blog to name and shame those who don't reply. If you want to complain about an MP or company who either hasn't responded to you or has responded but failed to read your concerns then let me know their name and date of complaint and I will add them to my blog in order to shame them into replying. Please check out
http://righttoreplies.blogspot.com/
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Old 07-06-2011, 18:40
Roush
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Hi everyone I personally believe that when we contact a company or an MP to explain our dissatisfaction we have a right to reply, with that I have set up a blog to name and shame those who don't reply. If you want to complain about an MP or company who either hasn't responded to you or has responded but failed to read your concerns then let me know their name and date of complaint and I will add them to my blog in order to shame them into replying. Please check out
http://righttoreplies.blogspot.com/
Why have you dug up a 4 year old thread to post this drivel?

Get a life.
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Old 08-06-2011, 19:25
SC03OTT
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Why have you dug up a 4 year old thread to post this drivel?

Get a life.
No reply to this question? God, if only there was somewhere we could 'report' the person who failed to reply...
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Old 13-06-2011, 13:11
Doug P
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they dont do anythin even if you do complaine all they do is the permentnt staff look at it an no one cares.
How things have changed vastly for the better since this.
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