Virgin Mobile Warranty

ruthie77

Hi All,

I'm in need of some advice. I have a mobile with Virgin that developed a fault and so I duly contacted them to have it looked at and fixed under warranty. I called them last Friday to find out what was happening and they advised that the phone had been accidentally damaged and would therefore not be covered by the warranty.

Now, the phone was in perfect condition when it was sent to them and in fact had been on charge and working about 10 mins before the screen went completely black. Not dropped, submerged in water or anything. They wanted to charge me for the repair to the tune of £100. I duly told them to do one, the phone hadn't suffered any damage while it was in my possession, so I raised a complaint.

The complaint was eventually answered, and basically they have offered to pay the excess on an insurance claim, but are not accepting any liability for the damage to the phone and won't allow a second opinion. They categorically refuse to have any other information to base their decision, their word is final as their engineers are approved by the manufacturers.

Fast forward to yesterday, the phone arrived back with me. There is a massive chunk out of the plastic around the screen, cracks all round the plastic surround and scratches all over the screen itself. None of this was there when the phone was sent to Virgin. When I challenged them about this, they have said that they will not alter their decision, the warranty is void because of this damage regardless of any other fault and that I need to accept their offer of refunding me the excess or go to the regulatory body.

I suppose my whole point is, I did not cause the damage to the phone, if I had I wouldn't have bothered sending it to them. What are my next steps? Where do I stand? I feel like they have me by the proverbial.

Thanks in advance.
Ruth

susancs

I have Virgin mobile sim only deal but I have had some problems with their customer service and have found an email to CEO usually gets things sorted. Although it is not handled by him it does get passed to the senior team. The email address is [EMAIL="graeme.oxby@virginmobile.com"]graeme.oxby@virginmobile.com[/EMAIL]

Did you take any date stamped photos prior to sending the phone off, that could be used to back up your claim? The reason I ask is that I once had to send off a faulty Samsung phone and was informed that they would not be held liable for any cosmetic damage done by us or if damage occured in the post due to poor packaging by us, so I took date stamped photos of the phone and packaging (as we were only sent a recorded delivery jiffy bag, but we used the orginal box and lots of bubble wrap to protect it).

I wish you luck with your claim.

ruthie77

Thanks for that, email now sent. Here's hoping there's a resolution in sight.

Ruth