Virgin false advertising or honouring deal

Cornucopia

I'll obviously have to complain to CPW - this is the second time they have wasted my time this week.

Cornucopia

According to CPW this deal was sold to c. 2600 customers, and the known issues should have been resolved with VM last week.

This (third) CPW call centre adviser said that the extra 2GB of data can be activated on the VM mobile app. I'm not confident that that is true, because I looked on the online app, and couldn't find anything like that. (Also because none of the other advisers for CPW or VM mentioned it).

CPW have given me a Goodwill payment of £25 for the hassle involved with this and another issue this week.

I should also say that EE were much more professional when I spoke to them, as well as delighted with the prospect of getting me back as a customer.

mobilejunkie

Funny. I've recently had a bad experience with a complaint to EE. Had to stand my ground endlessly before they even addressed the compalint and finally agreed an offer.

Not sure any network is worthy of the phrase "customer service" nowadays.

Londonlisa12

Cornucopia

Thank god someone replied who has actual experience of the VM mobile call centre and its total uselessness and false information

I was also advised I could resolve the problem by going online,registering,then to plan and device and the supplementary offerings.
this was total rubbish which was confirmed by another VM member of staff the next day.
I initally gave my 30 days notice rather than apply the 14 day cooling off period since the out of tariff charges for the few days I used the phone would be more than the £8 monthly fee.
VM have apologised and taken full responsibility for the problem so anyone blaming CPW is barking up the wrong tree.
Anyway good luck in resolving your problem.

Cornucopia

I think this is an example of a thankfully rare poor service scenario where we, as customers, are caught between two defective companies. I still couldn't say whose fault it actually is, though my instinct is heading towards CPW, not least because they are selling a product that their Call Centre agents know has issues.

I've basically resolved my issues - I have my PAC code to transfer away from VM, and will go back to EE. I will have to pay a little more than with VM, but I am not confident that their service will be good after this shaky start.

The final piece of the picture will be to see if I can get the Goodwill Payment refunded on to my credit card (having made one of the problematic transactions for exactly that amount only a few days ago). If not, I'll have to see what else I can do with it - maybe I can use it elsewhere within Dixons Group?

I will also be interested to see what (if anything) staff in CPW stores know about the VM £8 issue.

Cornucopia

I went to a CPW shop over the weekend and asked about reverting my Goodwill Payment to old-fashioned cash, and after some discussion it turns out that it never needed to be issued as store credit in the first place - cheque was always an option (I just wasn't offered it).

The Store Manager(?) I spoke to was very dismissive about the Virgin issue - he told me that "all" I had to do was go into the Virgin Mobile App to "claim" my "extra" data. When I suggested that it would have been good if 4 other CPW staff, and 2 VM staff had told me that, or even if the online App had had that functionality, he went into "too easy to cast blame" mode, and I bid him good-day.

Londonlisa12

The virgin mobile app has no facility to "claim" the extra 2gb.

VM staff have confirmed this to me after I went through it with a tooth comb.

Cornucopia

Londonlisa12 wrote: »

The virgin mobile app has no facility to "claim" the extra 2gb.

VM staff have confirmed this to me after I went through it with a tooth comb.

That doesn't surprise me at all.