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Virgin Mobile!!
drunknmunky666
Posts: 4 Newbie
Hi
Im really hoping someone can help me out here
I have a contract with Virgin Mobile..with a Nokia 5800 handset
I called to tell them there was a fault with the phone and they sent me out a new well reconditioned phone eventually
After recieving the other handset I was still having the same problems..Once again called them and passed round from pillar to post they asked me to send the phone to them so they can conduct tests. I recordered a Video of one of the faults from another phone and sent the phone off. The phone tech person asked me to put it for the attention for him so he could conduct the tests and to send it on Tuesday of last week so he would recieve it Wednesday. I enclosed a letter of complaint and also the problems I had with the phone and asking them to call me to confirm they had recieved it. Only got a phone call today!
Ive just got off the phone to Jet (yes thats his name) @ Virgin Mobile and he said he couldnt do anything as he cant see any fault with the phone. I told him to look at the video on the phone which he did and said he didnt believe that I had took that video and could have downloaded it off youtube or from somewhere else.
@ 18.57 he said his shift ended in 3 minutes and would like to get it wapped up, im thinking what great customer service that was. While still thinking why is person calling me a liar and not helping a paying customer out I told him I would like to cancel the contract. He told me that this wouldnt happen as he would note on the system that the phone is working and that its now gone past the time of him finishing and he is not insured to in the building after 19.00 he then terminated the call as I told him that was pathetic.
The letter of complaint I enlosed stated that all correspondence would be sent to Ofcom, CISAS and Watchdog. I just feel the customer service I have had is disgusting. I would recommend anyone not to them as their C/Service is awful, they use excuses after excuses, they have Call centres in South Africa, Phillipines who dont have a clue what they are talking about and the attitude towards everything. They use email to communicate between departments instead of getting it done right away, but with VM everything takes 72 hrs and still after that you dont get a phone call back, you have to ring them again
Im hoping someone can give me a light at the end of the tunnel to end this contract quick with VM
It also states in the terms and conditions that
Your right to cancel: You may end this Agreement immediately in the following circumstances:
(a) if we break this Agreement in any material way and do not put it right within seven days of you asking us to
But when I mentioned that he said he would make notes stating I wouldnt be aloud to cancel
Im really hoping someone can help me out here
I have a contract with Virgin Mobile..with a Nokia 5800 handset
I called to tell them there was a fault with the phone and they sent me out a new well reconditioned phone eventually
After recieving the other handset I was still having the same problems..Once again called them and passed round from pillar to post they asked me to send the phone to them so they can conduct tests. I recordered a Video of one of the faults from another phone and sent the phone off. The phone tech person asked me to put it for the attention for him so he could conduct the tests and to send it on Tuesday of last week so he would recieve it Wednesday. I enclosed a letter of complaint and also the problems I had with the phone and asking them to call me to confirm they had recieved it. Only got a phone call today!
Ive just got off the phone to Jet (yes thats his name) @ Virgin Mobile and he said he couldnt do anything as he cant see any fault with the phone. I told him to look at the video on the phone which he did and said he didnt believe that I had took that video and could have downloaded it off youtube or from somewhere else.
@ 18.57 he said his shift ended in 3 minutes and would like to get it wapped up, im thinking what great customer service that was. While still thinking why is person calling me a liar and not helping a paying customer out I told him I would like to cancel the contract. He told me that this wouldnt happen as he would note on the system that the phone is working and that its now gone past the time of him finishing and he is not insured to in the building after 19.00 he then terminated the call as I told him that was pathetic.
The letter of complaint I enlosed stated that all correspondence would be sent to Ofcom, CISAS and Watchdog. I just feel the customer service I have had is disgusting. I would recommend anyone not to them as their C/Service is awful, they use excuses after excuses, they have Call centres in South Africa, Phillipines who dont have a clue what they are talking about and the attitude towards everything. They use email to communicate between departments instead of getting it done right away, but with VM everything takes 72 hrs and still after that you dont get a phone call back, you have to ring them again
Im hoping someone can give me a light at the end of the tunnel to end this contract quick with VM
It also states in the terms and conditions that
Your right to cancel: You may end this Agreement immediately in the following circumstances:
(a) if we break this Agreement in any material way and do not put it right within seven days of you asking us to
But when I mentioned that he said he would make notes stating I wouldnt be aloud to cancel
0
Comments
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You've no right to cancel - you pay virgin for a sim card service. If your hardware is faulty then that's a separate issue - try them again, asking for your call to be escalated to a manager, or put your complaint in writing.0
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You've no right to cancel - you pay virgin for a sim card service. If your hardware is faulty then that's a separate issue - try them again, asking for your call to be escalated to a manager, or put your complaint in writing.
Dont know if your aware thatsean but we do have rights which are clearly stated on the Consumer Direct Site
The trader must sort out your problem, not the manufacturer
Remember, if you are entitled to a refund, replacement, repair or compensation, it is the trader who must sort out your problem. The trader cannot tell you to go back to the manufacturer or to claim through a guarantee or warranty.0 -
Drunkn, I'm fully aware - as I'm not a moron. Asking a network to cancel a sim service because the phone doesn't work is ridiculous. That's not to say that the network shouldn't help, as it was them that sold the phone. That is why I advised the op to go back to Virgin, and escalate the issue about the hardware.0
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Drunkn, I'm fully aware - as I'm not a moron. Asking a network to cancel a sim service because the phone doesn't work is ridiculous. That's not to say that the network shouldn't help, as it was them that sold the phone. That is why I advised the op to go back to Virgin, and escalate the issue about the hardware.
Im not calling you a moron...but as said this is the second phone and you cant go any further with them.
Nokia told me to speak to Virgin which I have and they wont do anything. Ive asked for advice, dont want to get into a keyboards warriors fight off over here :rotfl:0 -
If you've had 2 with the same fault are Virgin sure it's not a network related problem?
As above, the contract and the phone are separate, no network will cancel the contract due to a hardware issue.0 -
If you've had 2 with the same fault are Virgin sure it's not a network related problem?
As above, the contract and the phone are separate, no network will cancel the contract due to a hardware issue.
Its ok, im going to get a phone from Phones 4 u and they will pay out the remainder of the contract0
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