Virgin faulty products only rplaced with refurbished units

mediacomplaints

[FONT=&quot][FONT=&quot]I have had lots of run-ins with virgin mobile over an overheating sony xz and how virgin tries every trick in the book to ignore the customer so much so I built yet another virgin dispute website.lol[/FONT][/FONT]
[FONT=&quot][FONT=&quot]I have found out a few things that not many will know.[/FONT][/FONT]
[FONT=&quot][FONT=&quot]1/ virgin mobile CS only has a limitted amount of on-screen options for booking in repairs to their repairers Uinipart![/FONT][/FONT]
[FONT=&quot][FONT=&quot]2/ The invoice they send with the invoice and ambulance box is fully destroyed by unipart when they recieve it and before it goes to the tech guy so even though CS has failed to write the correct fault the customer then reports it on the space provided on the invoice the repairers will never see it and the chances are it gets returned unrepaired.[/FONT][/FONT]
[FONT=&quot][FONT=&quot]Are they doing this to stop known mobile product faults from becoming RED FLAGS on their systems thus denying customer concerns and or complaints?
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[FONT=&quot][FONT=&quot]3/ Virgin thinks they are doing us a favour by giving us handsets and they only do this for our benefit not theres so in effect they wash their hands even though we mostly sign credit agreements, numpties![/FONT][/FONT]
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[FONT=&quot][FONT=&quot]Below is the latest email to their CEO uesless team, my qusetion is; are they allowed under 2015 act to replace faulty goods with refurbished products?
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[FONT=&quot]VIRGIN FAULTY PRODUCTS ONLY RPLACED WITH REFURBISHED UNITS[/FONT]
[FONT=&quot]COM10254802^.[/FONT]
[FONT=&quot]I have had lots of run-ins with virgin mobile over a overheating sony xz and how virgin tries every trick in the book to ignore the customer so much so I build yet another virgin dispute website
[/FONT]
[FONT=&quot]Yes you have read it correctly, I was directly told this by the mobile complaints team in India yesterday.[/FONT]
[FONT=&quot]It turns out that if any brand new mobile phone develops a fault or manufacturing design fault outside the first 14 days Virgin Media will only exchange such a unit with a refurbished handset of the same make and model.[/FONT]
[FONT=&quot]If you!!!8217;re really unlucky and they no long have any in stock you won!!!8217;t get another model or a different brand, this is against UK and European Consumer law on the supply of faulty goods?[/FONT]
[FONT=&quot]Please tell me this is not true? You sent me a refurbished unit that wiped out my consumer rights to have Sony repair my handset instead of your repairer Unipart are the CEO team fully aware of this sharp consumer practices?[/FONT]
The Consumer Rights Act makes it an implied term of the contract that goods be as described, of satisfactory quality and fit for purpose both units you have supplied me with is neither you have now had 6 attempts to repair this fault and for whatever reason your agents have failed! I asked yesterday of the India complaints team to replace with another brand of the same value they stated they understood my direct concerns but their hands were tied by virgin company policy of NOT offering refunds and this is the CEO teams fault, please respond to my concerns this can!!!8217;t be true or is it?
I still await confirmation my SAR request has been accepted and when I will receive it into my care?

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mediacomplaints.co.uk

Frozen_up_north

That's the same for most warranty repairs, where it's quicker to issue a service exchange unit, or replacement board into your existing case.

However in most cases the replacement will be indistinguishable from a new one, except it is likely to be in a plain box.

When I worked for a major manufacturer their exchange units had to look absolutely mint, no scuff marks or scratches were allowed. The repair techs only had around 15 mins per unit and a lot of new cases and screens. It wasn't the mobile phone industry, but I doubt they will be much different.

boatman

Frozen_up_north wrote: »

That's the same for most warranty repairs, where it's quicker to issue a service exchange unit, or replacement board into your existing case.

However in most cases the replacement will be indistinguishable from a new one, except it is likely to be in a plain box.

When I worked for a major manufacturer their exchange units had to look absolutely mint, no scuff marks or scratches were allowed. The repair techs only had around 15 mins per unit and a lot of new cases and screens. It wasn't the mobile phone industry, but I doubt they will be much different.

That all sounds perfectly believable. The trouble now is that the CRA gives them one chance to fix the phone, then you can ask for money back or price reduction. If under 6 months old I would think its reasonable to expect a new replacement not refurbished. after 6 months almost certainly refurb.



I think it really would be better for them to send a new phone, then fix the damaged one, using it for those broken ones that are more than 6 months old.

mediacomplaints

Thanks guys I understand what you have said but I have 3 additional issues,


1/ phone was 14 months only and had full european sony warranty on the motherboard the replacement does not so Sony has confirmed they wont look at it as it can be verified and they have confirmed the unit is past its 2 year life and virgin has stated I got one of the last they had in stock!


2/ It had the same fault as all XZ an overheating camera that lasted less than 180 seconds both examples uploaded to youtube, Yesterday I asked for an exchange to a different brand or model to the same value and they point blank refused, if the goods are not as described and not fit for purpose is a full refund the only option also got a virgin credit aggreement still in force, what options do I still have guys?


3/ Its now been back for same repair 6 times now its something that cant be repaired...lol

pmduk

mediacomplaints wrote: »

2/ It had the same fault as all XZ an overheating camera that lasted less than 180 seconds both examples uploaded to youtube, Yesterday I asked for an exchange to a different brand or model to the same value and they point blank refused, if the goods are not as described and not fit for purpose is a full refund the only option also got a virgin credit aggreement still in force, what options do I still have guys?

I suggest you make a formal complaint to Virgin Mobile Media Finance, who are jointly liable for the performance. This can be escalated to FOS rather than the normal CISAS route.