customer service response time to email?

Hi guys....

Long time lurker just registered so Hi!!

Just wondering if anyone has an idea of a normal response time to a email to customer services.. I redeemed some miles on monday via FC for some V Holiday vouchers.. all well and good..
woke up to email enclosing the vouchers... however they have sent me £400 worth and not as requested £4000 worth... but have deducted 800k miles from my account... !

obviously emailed straight away i) but aart from the generic reply have heard nothing..

[Neil]

Hi and welcome to V-Flyer.

I would personally give your FC support number a call. The email response time could be a couple of weeks and also it might need to involve some more information. If you give them a call, someone would be able to have a look at the issue straight away and at least you can sort any potential problems/info they need straight away.

Neil

I called FC as soon as I read the email... the person I spoke to took a while to understand .... and suggested I just redeem the miles again B) then he suggested I email Customer Services

[Scrooge]

Ok, this is the first time I have come across this.

Give FC a call again, get someone who can wrap their head around what has happened, if that doesn't work ask for a supervisor.

Thanks for that.. tried phoning again...and bingo... just received the other £3600!!!

[Scrooge]

The FC lost a lot of reps right before Christmas, a new group were hired and trained, they just came on line and well..... It's a step learning curve for some, sometimes it just pays to be nice, say thank you, hang up and call right back.

Hi,

I would just like to add that I also had problems with FC customer services a while back, to the point that I sent a complaint via email and still have never received a responce 4 months later!

However I found that the guys on the Virgin Facebook page extremely helpful and they were able to sort out my enquiry and complaint very quickly, so I would always reccommend to try them aswell. y)