Virgin Mobile Warranty

Doguss65

Hi all. First post so here goes. Opted for a Virgin contract and a Samsung S7 Edge. Took delivery in September last year but the contract didn’t start till October so the phone stayed in the box. October came around we activated the phone. Abt 3 weeks in, the phone started to play up, often freezing with nothing but a black screen and blue LED always mid way through using an app. Anyway, Spoke to Virgin and expected to return the phone for a replacement but because we hadn’t found the fault within an 11 day period of delivery we had no grounds for replacement I explained the phone remained boxed as the contract didn’t start till the October but this made no difference. We sent the phone back for repair, it came back within 3 days !! Unexpectedly fast if it was to be repaired. Since then it’s continued with the same fault, I’ve spoke to Virgin again expressing my disappointment but only told to send it in again which we’ve done. Finally my question is this, where do we stand as regards a replacement rather than repairing a phone that’s only a few months old ? How many times is it acceptable to send the phone in for repair, If it was a watch, a TV or numerous other items, surely they’d be replaced ?
Any input or advice would be greatly appreciated.

Thanks in advance

pmduk

Remind them that the Consumer Rights Act gives them one chance only at a repair. Don't hesitate to use the formal complaints procedure if necessary.

Doguss65

Thanks for that, looked at trading standards but just keep getting bounced around in circles

pmduk

Trading Standards don't really handle individual cases anymore.

Doguss65

Ok didn’t know that, always assumed they did. So where should the best place to start? Never had this problem before, other companies deal with their warranty claims loads better

Jon_01

Vigin media CEO email; tom.mockridge@virginmedia.co.uk

He won't get it, but someone from the mobile Exec office will get back to you and, hopefully, help you.

Doguss65

That’s brill.

Email sent. Could strangle them all ������

Doguss65

Good Afternoon,

Thank you for taking the time to compose this and get in touch with us Martin, i would like to advise by posting this on Facebook means this is not a letter.

The current warranty guidelines are sufficient to cover the handsets we sell Martin and i assure you we are not breaching any contract. Breaching contract entails we have broken our own terms and conditions that you have agreed to.

You refer to the The Consumer Rights Act 2015 but we are governed by the European Sales of Goods Act 1979 and under 6 months, the warranty covers the handset and we offer a repair. This does not mean replace.

Can you please confirm if you are in possession of the handset at the moment? We do indeed want to assist you with this and ensure you are not

Doguss65

This was their reply !!!!

pmduk

Ask them for a complaint reference number and to escalate the matter, That act was replaced by the Consumer Rights Act 2015.