OH so true!
(Source: a-m-85, via deserthooker)
Call to Virgin Mobile - A Recap
Virgin Customer Service Rep I spoke to: Laya
*put on hold while she pulls up my account
Explained why I was calling - I went over by 600mb and am being charged for 2.5GB
*put on hold a second time so she can investigate
Amount of data I went over by: 529.72120(MB)
Laya explained that because I’m on an “old plan” (Smartphone 55), I’m not covered by the 1gb = $10 thing - I get 5c/mb. (Apparently in Virgin Mobile’s world, an “old plan” gets raped by data, while a “new plan” does not. This “old plan”, by the way, I started in July 2011 - not even a year ago.) I then told her that was ridiculous as I was sent a text message FROM Virgin when I went over my data, telling me extra data was charged at the rate of $10/GB - not to mention that it’s plastered ALL OVER their website.
She gave me a “one time credit” because I “didn’t know that I wasn’t covered” (which is not true - I was under the impression that I was covered, as that’s what all communication from Virgin Mobile told me) but assured me that if I went over again, that credit wouldn’t be given a second time. I told her I wanted the remainder of my Super Tab put on my next bill, that I’d be going to another company. I have to call back tomorrow, as Resolutions isn’t open on Sunday.
The over-all tone of the call? She wanted me off the phone. She wasn’t sure how to explain this old vs new plan business (which I can understand, as it’s completely absurd), and I was given a credit to shut me up.
Guess who doesn’t “shut up” well? This girl.
My Latest Post to Virgin Mobile (Yes, AGAIN)
I’d like some clarification. Plastered all over your website is the fact that Data Costs are as follows: 1GB = $10. I went over by less than 600mb last month (the first time in almost ***3 years*** of being a Virgin customer, I might add), and it’s costing me $25.
While I admit that as a Social Media professional, my math skills probably aren’t those of say, an accountant, I feel quite confident in saying something isn’t quite right here. I’d like to see the Virgin Mobile math on that, please. And while you’re doing your calculations, I’ll be checking out Wind Mobile, who offer *UNLIMITED* talk, text, and data - Canada-wide. Oh, and they also won’t charge me an extra $10/month for unlimited incoming calls - that’s part of their deal too. PLUS, on top of that, they’ll give me a $100 service credit if I switch before April 1.
Between the 999 month contract I had to fight to get out of, the absolutely HORRIBLE customer service from both Representatives AND Supervisors, and the fact that the people who work for this company obviously have no idea whatsoever how to actually LISTEN to their customers, I’ve *had it*. Your motto is a joke, your service for customers is bordering on non-existent, and I’m sick and tired of hearing excuses. I’ll take my business where it’s appreciated - which is obviously anywhere but here.
Shame on you, Virgin Mobile.
Of Laziness.
I’ve been lazy about blogging. I admit it.
I’ve also been crazily busy, and haven’t had much time to even think of blogging.
Does this make me a) a slacker, b) a busy person, or c) a busy person who’s also a slacker?
Discuss.
(PS: I’m going with c, just for the record. I’m nothing if not honest.)
Saturday, You Suck.
It’s snowing. It’s blowing. My brain is messy.
Saturdays are supposed to be relaxed and fun, right? This one’s irritating me. I have a bunch of stuff I want to get accomplished today, and my brain is best described as “fuzzy”. Meaning, all the creative work I wanted to get done today is most likely down the drain.
What do you do when your brain is fuzzy and you have things to do? I’d love to hear some tips - obviously I need them!
Today I Am New
I can’t even explain it…I’m just new today. New attitude, new outlook, new way of thinking.
I’m smiling. Actually smiling. And I FEEL this smile. :)
I am grateful, I am thankful, I am loved and loving. I am excited and happy about my life and the people in it.
What a wonderful way to be. <3
The Day After(math)…
Last night I wrote a blog post about my experience with Virgin Mobile. I also Tweeted - a lot. Not surprisingly, I heard back from them today. Well, from their Social Media Care Expert, Talli. She said that regarding my Facebook post, she “did not receive it, to be honest”. However, she did receive my Tweets and “responded to those right away, but never heard back” from me.
The grown up, soft-hearted part of me wants to believe that the Facebook post deletion was simply the work of someone who didn’t want it seen, and that Talli truly didn’t see it. The bitter, twisted, frustrated, angry part of me…well, I think that description pretty much says it all.
Her words to me were: “If I received a Facebook post from you, I would’ve definitely responded. I take Social Media super serious and I’m pretty on the ball over here. Either way, I’m sorry you didn’t receive a response back on Facebook - it was not our intention to delete or hide your post at all, I promise.”
Those are pretty impressive words, I’ll give her that. I’m also giving her a big thumbs up for the fact that she “added a discount of 50% off your plan for the next three months, due to this frustration. This was really a huge mis-communication, that caused you a lot of frustration and time-wasting, so this is to show you that we’re sorry and we really do care.”
However, the heart of this matter, at least for me, is in what I wrote to her in my final email:
“The whole reason I switched to Virgin was because I heard nothing but good things about it, and I was VERY excited that there was a company out there that actually cared about its’ customers.The branding for Virgin is done in such a way that if it were a person, I’d think it was a young, hip, trendy individual - it’s excellent. BUT, and there IS a but here, when the customer service doesn’t match the branding, there’s a serious, serious problem.
Here’s the truth of the matter - and I’m going to lay it out on the line for you here. I *WANT* to love Virgin Mobile. Why? Because I’m a gadget geek and I absolutely LOVE the thrill of getting a new phone, tablet, laptop, ereader…whatever. If it’s technology, I’m IN. I’m also a complete and utter social media/client services geek, and I WANT to engage with the companies I deal with. I WANT to know that when I send out a Tweet or a Facebook message, I’m going to hear back. A perfect example of this: I have a VERY good relationship with the social media people at Radian6 - and I’ve never even PERSONALLY dealt with the company - I’m just a HUGE fan. My husband, my coworkers, my family members, my friends - all of these people follow MY recommendation when it comes to technology. I WANT to have a relationship with a company that makes me feel good about telling them “Ditch that bad service! Come over here!” I’m the ultimate brand ambassador. I’m involved in TONS of programs that are designed solely to recommend to others.
I do appreciate the 50% discount, I’m not saying I don’t. What I’d appreciate even more is feeling like my business and my VOICE as a customer is important and appreciated.”
Take note, companies. It’s much, much more important than you realize.
How to #FAIL at Social Media
Last night I had a terrible customer service experience with Virgin Mobile Canada. To make a very long story short, my account was a complete and utter train wreck, they provided me with no answers, and I was left on hold for close to an hour until my cell phone battery finally died.
When I got home, I wrote on their Facebook wall. Instead of responding to that post - from a very obviously frustrated and upset “Member”, as they call us - they DELETED it.
As someone who has been very heavily involved in social media and online communities/forums for the better part of a decade, I can quite honestly say this: There is no POSSIBLE way they could have done a worse job at “handling” my post. When a customer walks into your store and says “I’m unhappy, and here’s why!”, is your response to ignore them and pretend you didn’t hear them speak? Of course not. You don’t turn a blind eye, you don’t ignore them, and you certainly don’t pretend the problem doesn’t exist for that customer. Unless you’re the “Social Media Team” for Virgin Mobile Canada.
Over the years I have worked with a number of companies involved in social media. From Loblaw to Aviva Insurance, Mars Canada to Boehringer, NBC Universal to Sandy Bay Networks, my advice has always remained the same: Treat EVERY comment, good or bad, the same. You don’t “get” to weed out the bad; all that does is show your customers that you don’t care about the problems they have with your product or service. Furthermore, if you’re not interested in hearing the bad, how are you ever going to improve? Are you so above mistakes that you’re never wrong? (I assure you…that’s not the case.)
Here’s some advice, companies: Get a clue. It’s not 1995 anymore; your customers not only expect better, they INSIST upon it. Gone are the days where the bare minimum was enough to get by. Furthermore, if you’re going to involve yourself in the social media world, don’t think that deleting a comment is going to go unnoticed. Your customers notice.
Then they Tweet about it. And blog about it. And write Facebook updates about it. That one customer whose voice you thought wasn’t worth the effort to reply to, whose voice wasn’t important enough to listen to?
She’s got a voice.
Saturday Morning Ramblings
I am a tired girl this morning. When will I learn to turn the ringer off on my phone on weekends? Apparently not this weekend. I don’t have an issue with people calling/texting - I love it. But before 8am is a bit much. That’s all I’m saying.
Last night we bought the kitties a Kong toy. It’s this pink and yellow monstrosity, and it’s filled with catnip. Emma (the older, stripey kitty) immediately went for the bag it was in as we were trying to unload groceries. Upon finding it, she let out a loud “Mrrrow!!” and stole it while it was still in the packaging. Trying to be helpful, I removed the cardboard backing and attempted to pass it to her. She took it rather aggressively (she’s a bit of a catnip freak) and proceeded to drop it (accidentally, I assure you) onto the floor, upon which Ivy (the younger, Siamese kitty who is laying in my lap and nomming my foot as I type her story) took the chance to make off with it like a bandit in the night. I’m going to say that while the Kong toy is obviously a great success, we should have bought two. Guess what I’ll be picking up later today?
In other cat-related news, Miss Ivy doesn’t know it yet, but today is Bath Day. To be blunt, she smells like a foot. She’ll be unimpressed to the highest degree, naturally, but will prance through the house like it was her idea afterward. In case you’re not already aware….Cats Are Jerks.
We have guests coming this afternoon. The Husband’s buddy from work and his GF are coming over, and I’ve been asked oh-so-beggingly by The Husband to make my “Famous Cheese-Stuffed Meatballs”. Personally I believe he’ll just use any excuse he can get, as this dish is among his favourites. The cutest part of this request was his exclamation of “I’ll help you!!”. While both adorable and thoughtful, the best way for him to “help” will be to stay out of the kitchen while I work my magic. Sweet that he’d offer, however. While I may not have married The Husband for his culinary skills, both his Sweetness and Sense of Humour rate highly on the “Must Haves” scale.
It’s obviously time for more coffee and to somewhat start this day. I’m going to go with the coffee part, and not so much the starting of the day part. Why? Truth be told, I haven’t a reason one could label “good”…but I just don’t care.
Happy Saturday! :D
Why, Monday? Why?
Mondays and I usually get along pretty well. I wouldn’t go so far as to say we’re BFFs, but we’re not at each others’ throats. Usually.
This Monday is different. This Monday arrived less than impressively and has made it a point to remind me constantly throughout the day that it’s here. I’m relatively sure it’s using a loudspeaker of some sort - that would certainly explain the headache I’ve got. I think I saw it carrying a holster, too.
It’s not all bad, of course. Few things are, really. My website is going to be up today, which makes my little heart beat a bit faster. I’ve been productive, which is always a nice feeling. The sun is shining. Both cups of coffee I had were excellent.
I can find the good in anything, I tell you! Please, Monday…let’s be friends again? <3
