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Virgin Mobile Being a pain
Hi there
Sorry if this goes on a bit but I need some advice. My boyfriend has a contract with Virgin, which started last March. In January the phone he got became faulty. He called Virgin and followed their instructions and the phone seemed to work again for a few days but then stopped sending or receiving texts properly again. It would take a good 2 hours to send or receive if they worked at all. He called them again and it was agreed that they would give him £60 towards a new phone as his current one was still under contract. He ordered a phone (a Samsung J600) and thought it was sorted. When he checked his account, however, he realised that they hadn't exactly given him £60 they'd taken the rewards that he'd earned. He emailed them but received no response until he emailed them again a couple of weeks later.
On Tuesday Virgin called and said they'd arrange for a courier to collect the original phone (a KRAZR1) and would exchange this for a phone of the same spec as they didn't have a KRAZR in stock. He chose a Nokia 6300. He was told this would be delivered on Thursday and to give the courier the KRAZR back and they would send an envelope to return the Samsung. He waited in all day but nothing happened. Apparently they tried to deliver to his old address eventhough they have his current one on record and sent the original phone here. He emailed them back and they said it would be delievered today. It's just come now and I've opened it to find it's not new but reconditioned. My boyfriend doesn't know yet as he's on nights and is asleep. Is there any further action he can take, such as not returning the Samsung, which was brand new but returning the Nokia (which isn't)?
Obviously he will be moving his custom on 25th March after his contract ends but I thought I'd see if anyone can give me any advice.
Thanks xx
Sorry if this goes on a bit but I need some advice. My boyfriend has a contract with Virgin, which started last March. In January the phone he got became faulty. He called Virgin and followed their instructions and the phone seemed to work again for a few days but then stopped sending or receiving texts properly again. It would take a good 2 hours to send or receive if they worked at all. He called them again and it was agreed that they would give him £60 towards a new phone as his current one was still under contract. He ordered a phone (a Samsung J600) and thought it was sorted. When he checked his account, however, he realised that they hadn't exactly given him £60 they'd taken the rewards that he'd earned. He emailed them but received no response until he emailed them again a couple of weeks later.
On Tuesday Virgin called and said they'd arrange for a courier to collect the original phone (a KRAZR1) and would exchange this for a phone of the same spec as they didn't have a KRAZR in stock. He chose a Nokia 6300. He was told this would be delivered on Thursday and to give the courier the KRAZR back and they would send an envelope to return the Samsung. He waited in all day but nothing happened. Apparently they tried to deliver to his old address eventhough they have his current one on record and sent the original phone here. He emailed them back and they said it would be delievered today. It's just come now and I've opened it to find it's not new but reconditioned. My boyfriend doesn't know yet as he's on nights and is asleep. Is there any further action he can take, such as not returning the Samsung, which was brand new but returning the Nokia (which isn't)?
Obviously he will be moving his custom on 25th March after his contract ends but I thought I'd see if anyone can give me any advice.
Thanks xx
Let's start again (really need a kick up the bum now) :wall:
Virgin CC £9793.71
0
Comments
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I suppose you could always go into one of their shops and kick up a fuss so they have to phone head office and sort it out. I cant see any reason if instructed then that they should not exchange the phone there and then.0
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