And this is what I put in the ‘any other comments’ section:
The online setup process was simply brilliant. Found the post-code, selected my services, chose my delivery date, typed in my bank details… everything was smooth and efficient.
THEN a day later, someone from Virgin tried phoning me to take 49 quid off me for the V+ box.
There was a specific reason I processed the transaction online. I thought you’d bill me there and then. The dog-and-pony arsing around trying to get the time to phone you guys back with a sodding reference number. Because some idiot business analyst didn’t factor this into your process.
I *TYPED* my card/bank details in. I authorised you to take money from my account. I agreed to the 49 quid up-front cost.
It was almost, almost a flipping amazingly good experience.
The net effect? My wife ended up having to phone up and complete the transaction — that I already thought I’d completed.
And it took a further two weeks for you to install; and for you to get my money.
Huge, huge friction for me. Massive friction — and wasted, wasted time for you. Do you think you could fix this for the new customers signing up? Do the transaction in *one*.
Other than this one point, it’s been brilliant.
I hope they fix that part of the system.
