Virgin Media Cabinet Struck My Car

gregpot2000

Hi There
I am wondering if anyone could offer any advice. Or anyone from Virgin could give me a reply. As I am sick of being given the run around.
I park on the street outside my house, just next to where I leave my car is one of those small green Virgin Media cabinets. We actually had Virgin fitted last year, and after the installation we noted the box didn't look like it had been fitted back right and rang up and told them this.
Fast forward to 31st Oct this year, and somebody walked past and brushed against it, The metal lid fell off and into my car causing a dent and a deep scratch. I rang Virgin to report it, and they said get a quote for the repair work, and send a recorded letter to our Swansea offices, so I did this.
Around a week later, I get a call from them saying they are investigating it, and could I send some pictures of the damage to help them, so I did this.
I then get a call the day after, with them saying they have actually realised they do not have the scope to deal with this type of claim, they cannot investigate it further, and the only way for me to pursue a claim is through the small claims court!
I sent an email back saying I found it odd, as they had told me to get quotes, take pictures etc, just to basically say there is nothing we can do, take us to court, surely that would have been applicable from my first contact with them?!
I have been trying to ring them since, I have made about 4 phone calls, and been told every time, oh someone will ring you back in a couple of hours, obviously they never do, so I am just being fobbed off.
Not forgetting as well, that I am actually a Virgin customer! is this really the way to treat your customers!?
I am annoyed, as it's their equipment, and their maintenance procedures that have damaged my car (despite us reporting it!) so why shouldn't they be liable!?
How can a company the size of Virgin say they don't have the scope to investigate complaints like this, and the only way forward is to take them to court? it just doesn't add up!

Sorry for the long post, any thoughts welcome.

custardy

take their advice

Jamie_Carter

I would have thought that it would be as simple as Virgin processing your claim through their insurance.

chunkychocky

Jamie_Carter wrote: »

I would have thought that it would be as simple as Virgin processing your claim through their insurance.

Yes so would I. They have to have insurance so I'm surprised that they haven't just passed you on to their insurer to deal with it.

We had problems with some tablemats from the Disney Store adhering to the surface of our dining table (a problem with the mats when they get warm) and they passed us straight on to their insurer, who took one look at the photo of the damage, asked us to get 3 quotes for resurfacing the table and sent us a cheque for the average price. I can't understand why it isn't as simple as that for you.

gregpot2000

I can’t understand it either! Especially as they asked me to send quotes and pictures, what was the point of that if they were just going to turn around and say all you can do is take us to court?
It seems like they just can’t be bothered to look into it, hoping the prospect of taking such a big company to court will put me off.

I keep ringing their Indian call centre just to be told someone will ring you back in an hour and that’s as far as I can get now, as the UK based person that originally rang me mentioned the small claims court won’t respond to my emails now, and wouldn’t give me a direct number!

I just can’t believe a company the size of Virgin could treat someone – especially an actual customer like this!

Jamie_Carter

gregpot2000 wrote: »

I can’t understand it either! Especially as they asked me to send quotes and pictures, what was the point of that if they were just going to turn around and say all you can do is take us to court?
It seems like they just can’t be bothered to look into it, hoping the prospect of taking such a big company to court will put me off.

I keep ringing their Indian call centre just to be told someone will ring you back in an hour and that’s as far as I can get now, as the UK based person that originally rang me mentioned the small claims court won’t respond to my emails now, and wouldn’t give me a direct number!

I just can’t believe a company the size of Virgin could treat someone – especially an actual customer like this!

Try calling them again, but speak to customer relations (call 150 from your virgin landline, and then options 1,4,4, I think). Explain the situation, and make it clear that you wish to make a claim through their insurance.

chris_n_tj

[EMAIL="neil.berkett@virginmedia.co.uk"]neil.berkett@virginmedia.co.uk[/EMAIL]

I had a problem earlier this year and got nowhere with the 150 line. So i emailed this bloke. Believe me it worked and things got sorted ASAP x

gregpot2000

Thank you for the advice, funnily enough we are in the last month of our contract with them, so this may help

To be honest, up until now their service has been faultless, and there would have been no question of us leaving, but this has really left a sour taste in my mouth to be point that I want nothing more to do with them.

chris_n_tj

gregpot2000 wrote: »

Thank you for the advice, funnily enough we are in the last month of our contract with them, so this may help

To be honest, up until now their service has been faultless, and there would have been no question of us leaving, but this has really left a sour taste in my mouth to be point that I want nothing more to do with them.

I know its upsetting, but it was an accident and these things happen. It could have been worse, at least it fell on a bit of "tin" and not a child.
Email Neil and I bet you any money they will sort it. x

Stageshoot

Call 01945 802496

That goes direct to Virgin Media CEO's Office complaints team.,

Think they will sort it out for you. Or if not at least point you to the right department

arcon5

Do you also have something showing you reported it last year? I suspect their defence will be along the lines of they was unaware of the fact the box had been vandalised by a third party, thus are not liable and not been negligent. With this it should be a straight forward case.