Virgin Mobile: "The Story So Far Of a Promise Broken"
By Jim Symcox on Dec 19, 2006 in Customer Service, Lobster, NTL, Virgin, Virgin Mobile
Continuing my look at Virgin Mobiles customer relationship management in real life.
You may remember that over the last few weeks I’ve had a replacement for my Lobster mobile from an NTL deal and have now been promised a Motorola Pebl as a further replacement…
Or have I?
When I rang my super friendly Virgin Mobile rep he was extremely helpful and rang me back on my direct line because I couldn’t actually hear him on my replaced Lobster.
The long and short of this is that because I was given a Lobster I should have a Lobster to replace it…
Interesting…
Interesting, because one rep told me that they’d run out of Lobsters on the NTL deal and had been told to issue non-camera bog standard Nokia phones. So that begs the question … how can they replace this Lobster?
Maybe they’ll send me back the one I had in the first place.
But if they don’t make good their original promise of a Motorola Pebl they’re going to have a disgruntled customer. And what does a disgruntled customer do? Tell everyone he knows “the full story of a promise broken.”
Yet, Virgin can rescue this fiasco from the fire by simply ringing me and saying, “we promised you a Motorola Pebl – we’re sending one to you tomorrow.”
And without the usual undercurrents of how they’re doing me a favour, or the suggestion that everyone else took the gift in the spirit it was intended.
Anyway, I await yet another phone call from Virgin with interest.
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