Stood up, hooked up and held up
Vanessa from LINX cancelled in the end, so I called Virgin Mobile instead and got through to the same music line I’d listened to for an hour and 35 minutes last night. I tried calling my voicemail again and pressed the requested 1 to discuss reconnection, but that put me through to the One2One operator who could do nothing about the Virgin Mobile service. She gave me an alternative number, but it was unobtainable. I tried the original number again when I got into work, and after half a track of Robbie Williams it was answered. I told the woman how long I’d been holding on last night. ‘Oh,’ she said. ‘It’s closed at that time of night.’ I asked her why they told you to hang on if it was closed and she said that was just the way it was.
When she’d charged the remaining balance to my credit card I hunted through the Virgin Mobile web site for a feedback form, filled it out and clicked ‘Send’. The result was an error message. Eight times (although, as I found out later, my message had gone through anyway - it was just the redirection that was off centre).
So, I resorted to traditional journalistic methods and sent the press guy a stroppy note, signing off:
“The reason that I chose Virgin Mobile in the first place is that I am a technology journalist and had trialled the service as part of my job and been very impressed with it. Sadly, your totally inadequate customer support structure now makes me doubt I will ever recommend your services again.”
He wrote back within an hour, while I was browsing the Carphone Warehouse site to see what Orange was offering to say he’d forwarded my mail to customer services and hoped that my view of the service had not been spoilt too much.
Hmmm.
The rest of the day was spent with proofs again. The reviews section had to be finished by this evening so it could be sent off to repro, so I didn’t get out of the office until after 8. The trains were surprisingly quiet, considering it was a Friday.
Met Paul for fish and chips, and watched the first episode of Hitchhikers Guide to the Galaxy, which he’d recorded off the telly earlier in the week. It’s not aged as badly as everyone in the office had made out, and it’s no worse than an early-80s Doctor Who. I was never into the books, but it was an interesting TV culture point.
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