Customer relations

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bean

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How long do you think is acceptable to hear a response to a customer complaint? A number of weeks back I experienced a very distressing incident that I won't detail pending a response from Virgin.

The thing is I submitted my feedback on the 30th and still have not had a response.

As a Gold member on the verge of Platinum and a stout advocate of Virgin I really am becoming dismayed.

What's others experience with response times?
 
How long do you think is acceptable to hear a response to a customer complaint? A number of weeks back I experienced a very distressing incident that I won't detail pending a response from Virgin.

The thing is I submitted my feedback on the 30th and still have not had a response.

As a Gold member on the verge of Platinum and a stout advocate of Virgin I really am becoming dismayed.

What's others experience with response times?

ive had good outcomes with contacting VFF directly thru FB. Maybe send them a msg with details of your initial complaint ?
 
My usual turn around time has been shorter than that. A recent response to me as a silver member took 7 calendar days.

(The response itself was poor, complete form letter that didn't address the matter (both service and safety) or address any follow up questions - to the point I had to re-ask and got a more personalised response.) I used to get quite good responses but Virgin service in general feels like it's taken a huge tumble of late.

I'd definitely follow it up via social media - I've found their Twitter pretty responsive. (In the past anyway!)
 
Has anyone noticed that the almost non-specific responses are geared to sync with key words in your enquiry? The generic replies certainly don't address individual issues and I find them rather condescending.
 
Yes, mine thanked me for my custom and was disappointed to hear of my concerns with the service, but they'd pass it on to the training team.

My actual concern was a safety issue, caused by the "forgetfulness"/lack of care by the Cabin Crew Leader and then I had some follow up questions regarding how I can deal with the situation in the future. None of that was addressed until I followed up a second time.
 
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The squeaky wheel gets the grease. Keep complaining and become a thorn in their side - they'll eventually address you, just so you go away. Works for me when chasing debtors.
 
bean, 2 weeks seems long - even if the complaint has been referred to "other' departments for comment. I trust you kept a copy of what you wrote - that can be the problem with the "electronic" versions of the complaint forms.

I'd be pushing the point now.
 
This is why I never write to customer service. I either send a snail mail letter to the CEO, or threaten legal action. That always gets their attention.
 
Think I'll give them a call tomorrow. It's just upsetting, I'm such an advocate for Virgin and have pushed God knows how many people towards them, pushed my companies to use them...but time after time they are burning me.

If this isn't resolved satisfactorily I'm going to use my 1m points and swap to the rat.
 
I logged an issue through VFF here. Took them a few days to come back to me but then dealt with their relatively promptly. The Twitter team can be quick too.

The cut and paste responses irritated me and I pushed on this point - and to their credit they came to the party and addressed the issue and my complaint.
 
I am still waiting 9 months later. No I haven't pushed the issue, nor should I have to. I believe they are inconsistent and if you actually want/need a response, you will have to do all the work.
 
I received a response within a few days. Asked for review and again responded within a few days. They have responded a few more times since.

I'll keep nagging until I get a satisfactory response.
 
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