When is a promise not a promise? (Virgin Energy)

Member Name: averagepunter

Product:	Virgin Energy
Date:	08/04/02 (352 review reads)
Rating:

Advantages: View bills by internet

Disadvantages: Abysmal customer service, Broken promises

Answer: When it is made by Virgin energy!

Back in September 2000, I was tempted by an offer from Virgin Energy to switch my gas and electricity to them. The offer was sweetened by the promise of £15 in Virgin vouchers for signing up, plus a further £10 for every person I recommended who signed up (which my mother subsequently did, and for the record, she did receive her vouchers).

I should have seen the warning signs, when after three months, nothing had happened. I called Virgin only to be told they had experienced problems switching my gas and therefore I was stuck in a void somewhere. I pointed out that it would have been nice to be told what was happening, but I got the usual - demand was very high and they were experiencing a slight backlog.

Shortly thereafter I received the email telling me that my electiricty service would begin and was told that my vouchers would be issued after the first direct debit had been taken. However, the vouchers never arrived.

I tried phoning but found myself in never ending call queues. I sent e-mails, even got a response promising that my query would be looked into asap. I sent follow-up e-mails, letters but.....nothing.

So, I am taking the one course of action a dissatisfied consumer can take and moving my business elsewhere. Of course, I have just received an e-mail from them expressing their regret that I have chosen to move to another supplier, and asking whether there is anything they can do to change my mind. I have sent them my reasons, but am not optimistic of receiving a reply.

Thanks for nothing Virgin Energy!

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