Well calling Virgin was fun and games to get my account "fixed"
Here is what happened and it's amateur hour again!
NB: In all cases I called the Velocity FF number, entered my FF number (Plat)
1. "Aussie" call centre - When the gentlemen answered I should have just hung up, you know, when you get that person whom you can just tell doesn't have a clue. Anyways told him that I was getting the "Unfortunately this request could not be processed" message and when trying to log-in to my account that I would like it fixed. He didn't understand so I hinted that maybe he should ask someone else. He then just assumed I wanted my password reset, so reset it for me. I then confirmed (knowing it was a waste of time) that this would fix the error I was having, he said yes.
2. "Indian" call centre (I didn't think they had anyone here) Called straight back and was through to an overseas call centre. Shudder - Before giving any of my details I asked if the rep was aware of the "Unfortunately this request could not be processed" error message and he assured me that he was. So gave him my FF number (even though I had entered it) I should have hung up here (again). He asked all my ID questions and then said he would need to transfer me. I was then transferred to someone else (again overseas) who had no idea and just thought I wanted a password reset again no matter how many times I said the error message was "Unfortunately this request could not be processed" and that he should check with someone else. I hung up in the end
3. "Indian" call centre - Claimed I had gotten through to the wrong area again (I pressed the right buttons) and transferred me to a nice enough lady in Australia. Again no knowledge of the error message, and I basically told her to find out and that it will likely need to be logged with IT Support. I was on hold for about 10 minutes and then she came back and told me it was logged with IT support, NO ETA for it to be fixed, NO idea of what was causing it and in her words "IT support have your number as it's not good that they call me as I don't know what the error is" I just politely said "Thank you" and we ended the call.
Now what makes this amateur hour
1. Never acknowledged as a Platinum member, only called by name once
2. 1 hour wasted
3. 3 phone calls, transfers and no-one seems to know about the problem or when it will be fixed or what's causing it.
4. The problem has been happening with my account for over a week and other members have the same problem (not good enough)
5. No ownership of the issue on the 3rd call:
a) Where I work we have an IT support department who log faults and then farm it out to the relevant department. The IT support department are generally not trained to speak to customers and the geeks behind the scenes are definitely not, as they work behind computers and avoid the public, it generally works well, and that is just how it works. I doubt Virgin is any different....
b) As a Platinum member (Yes DYKWIA in this case)
I would expect the rep to take this issue as her own and follow it up with me from start to finish. Instead it was just hand balled to IT support.
c) Will IT support call me to let me know it's fixed ? I doubt it
d) When will it be fixed ? I couldn't be told and I'll have no updates as no-one will call me
So yet again Virgin showing themselves as a true LCC operating firmly under amateur hour, and all because their website still doesn't work after many many many months and a weekend outage to improve nothing!
Well done Virgin you have cemented my pure hate of your airline and my desire to NEVER fly your airline again domestically and as a very last resort to LAX
You are firmly up there with Tiger in my books, oh wait you own part of Tiger now. That should work well given your current failings
