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Virgin Admit Poor Customer Service

Posted: 23rd Oct, 2004 By: MarkJ
Forming part of an e-mail response to some of its customers, ISP Virgin.net has admitted that its "service levels - by telephone and by email – have been well below the standards that we set":

We're sorry if you've been frustrated by the length of time it's taken us to deal with your queries, however we are taking a number of steps to get us back on track to delivering the best possible Customer Support. These include:

* Additional Customer Support agents - we have recruited more customer service agents who are currently going through our detailed training programme. These additional agents will be fully up and running on December 1st.

* A number of new online enhancements including the launch of a Webmail service, and an 'Online Broadband Order Tracker' where customers can track the status of their Broadband order.

* New Customer Support numbers - at a reduced call rate of 25 pence per minute rather than the current 50 pence per minute - will be introduced in November. There will be one technical support number for each service ensuring you reach a Customer Support agent in the shortest time possible.

We're confident that the combination of these measures will improve service levels over the coming weeks.


Thanks to Tom for forwarding the correspondence; it's not the first time that Virgin has run into problems with support quality.
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