Virgin Mobile

RedOnRed

I bought a reconditioned Nokia 3220 back in February from Virgin Mobile which i've had to have replaced twice due to various faults. Meaning that i'm now on my third.

I rang them today stating (understanderbly) that I didn't want another recon one and that I wanted a (different model and pricier) new one that I would pay the extra for. After a pause, they said I could but that as the recon one had been reduced in price by £25 since buying it, they would credit me for the reduced amount only against a new one.

After four hours and as many phone calls with a manager offering various compromises ranging from phones that no one would want and "meeting me half way" deals, they finally caved in after a threat of legal action and a demand for the managing director's contact details.

I'm happy that I finally got my way, but disappointed at there lack of good will and understanding at a long serving customer that's been messed about. They should feel flattered that i'm staying with them and buying another phone off them.

In this situation, when I originally payed £65 for the phone, does anyone know whether they are legally right to only offer a credit for a lower amount due to them taking the liberty of reducing it to £40 a few months later?

rolpaula

Sorry haven't a clue about the legalities there..

but we are Virgin mobile customers who have usually got good service....they always have replied promptly when phoning and replaced faulty phones quickly......we bought a Phillips 355 reconditioned from them and that didnt charge up so I rang them and they got their driver to pick it up and gave me another one to try which was ok........

There reconditioned prices are very reasonable too........

RedOnRed

rolpaula wrote:

Sorry haven't a clue about the legalities there..

but we are Virgin mobile customers who have usually got good service....they always have replied promptly when phoning and replaced faulty phones quickly......we bought a Phillips 355 reconditioned from them and that didnt charge up so I rang them and they got their driver to pick it up and gave me another one to try which was ok........

There reconditioned prices are very reasonable too........

I've been with them for years, and yes, they do offer a very good service, good prices etc, etc. But they are also seemingly very good at quickly replacing one faulty recon phone with another faulty one.

My experience today though has seen the other side of them. The side of them that displayed a sulky reluctant tone and a manager that couldn't bring herself to tell me directly that they would eventually give me what I wanted, so got a regular call centre operator to do it for her - who sounded overwhelmingly pleased at having to do it...not.

Additionally, not once did they acknowledge or show the least bit of sympathy for giving me THREE rubbish phones back to back.

kev.pudd

Check out sales of goods act, and you will find that had you quoted this bit of legislation, I.e. that goods are to be of merchantable quality, and fit for purpose.
then they may have been a bit more helpful.
Obviously if they had tried the "oh its gone down in price" lark " and that is what it is worth", then just wave your receipt in front of their nose.
Did the price include credit and sim card pack, as they would be entitled to make a reduction for that.

Personally I have never had a problem with V. mobile but sometimes even the good guys need a reminder. :rolleyes:

rolpaula

Maybe a letter to the customer services manager explaining your experiences ?

RedOnRed

kev.pudd wrote:

Check out sales of goods act, and you will find that had you quoted this bit of legislation, I.e. that goods are to be of merchantable quality, and fit for purpose.
then they may have been a bit more helpful.
Obviously if they had tried the "oh its gone down in price" lark " and that is what it is worth", then just wave your receipt in front of their nose.
Did the price include credit and sim card pack, as they would be entitled to make a reduction for that.

Personally I have never had a problem with V. mobile but sometimes even the good guys need a reminder. :rolleyes:

Didn't have any credit or sim card bundled with the phone.

I seemed to get exactly what I wanted, although only after I had told the manager that unless she called me back next time telling me what I wanted to hear, then otherwise she should have her legal departments and managing directors contact details to hand to give to me.

I've been with Virgin Mobile almost from the start, so all of this sort of adds insult to injury.

Like most call centres, they're very good to do business with providing they're working from a script. They just can't seem to think out of the box otherwise.