Virgin Media grrrrrrrrr - Advice

layza101 · 10-11-2009, 13:24

Hello, i'm just lookin to see if anyone has been in this situation before, basically I had Virgin Media installed a month ago and the fella that came asked if he could move my partners Xbox, to which my partner replied 'Yes but can you switch it off first' but this fella didn't, he lifted he Xbox which was still on with a game running and put it on it's side, which then it made an awful noise. Now the fella didn't seem really bothered because he was saying, 'oh i've been through about 10 Xbox's, is this your first?' to which my partner replied yes. Anyway the Xbox no longer works properly, the game in the console at that time is ruined and we have tried other games and they cut off half way through. Now I phoned Virgin that same day to complain, was told we would have contact by the installation manager in the next 2 days, which never happened, so called again the following week and was told I would be contacted again, which I never, so now after a month of waiting still nothing. I have heard that complaints over the phone are on a time line, so after so many days they are discarded, so I am going to write to them now.

Has anyone been in a similar situation, and can you write in the letter that you can contact a solicitor if it is not resolved?

Thanks.

~sugarpinkloz · 10-11-2009, 13:28

All I ever have is problems with virgin. Their customer service is terrible, they took my direct debit 2 WEEKS early, caused me charges etc, and then refused to admit fault. this was just the 1st in a string of problems ive had with them.

in short just demand to speak to head office or send a complaint email and someone will get back to you.

David ® · 10-11-2009, 13:28

Can't offer any advice on the VM, but is the xbox still under warranty?

molliepops · 10-11-2009, 13:34

When we had virgin media installed the man managed to kick a hole about a foot wide in my hall wall - they continually promised to send someone round to access the damage after a year we gave up and had it uninstalled and now have sky/BT - such a different approach to customer service it is great !

layza101 · 10-11-2009, 13:46

My partner has just rang again, and they have promised to get the installation manager to call us in the 2 hours, I should go the betting shop and make some money on them not calling.

layza101 · 10-11-2009, 13:47

Quote:

Originally Posted by David ®

Can't offer any advice on the VM, but is the xbox still under warranty?

No it isn't, he brought another one for £90 so he is going to keep the receipt in case we need to send it too them.

Hopeless_Savage · 10-11-2009, 14:01

Doesn't matter about the xbox's warrenty because it wasn't microsoft's fault it broke. It was the installer. Personally though if he wanted the move the xbox I would have walked over there myself and turned it off. Nothing was stopping him doing that.

CTIMan · 19-11-2009, 03:11

Quote:

Originally Posted by ~sugarpinkloz

All I ever have is problems with virgin. Their customer service is terrible, they took my direct debit 2 WEEKS early, caused me charges etc, and then refused to admit fault. this was just the 1st in a string of problems ive had with them.

in short just demand to speak to head office or send a complaint email and someone will get back to you.

Hmmmm tried that route and they refused to do it!

They gave me an address in Swansea to write to which I did.
Got a letter saying someone would het back to me soon!
That was six weeks ago. Written twice more since and heard
nothing. Customer service in this country seems generally to be
poor but Virgin set the standard as far as I am concerned.

WokStation · 19-11-2009, 09:35

I would write a letter to their head office, explaining what happened, on what date, at what time, every detail you can remember in a matter-of-fact way (so without anger and accusations). Just state that he moved the Xbox without turning it off despite being asked to turn it off first, and as a result the Xbox and the game that was in it suffered damage.

Seriously scratching the disk is a well-known side-effect of turning an Xbox from bottom-to-side or side-to-bottom when it's turned on.

Include in the letter the costs for replacement, and ask when you can expect them to pay it. Be prepared to follow it up in county court.

Mr Obseen · 19-11-2009, 10:02

Why didnt you or the partner switch the Xbox off first instead of leaving it up to the Virgin installer?

Hooloovoo · 19-11-2009, 10:38

Quote:

Originally Posted by Mr Obseen

Why didnt you or the partner switch the Xbox off first instead of leaving it up to the Virgin installer?

Exactly what I was going to ask.

I would have thought it was up to the customer to ensure access is available for the installer to do their job?

If I was having cable installed I'd shift my TV and everything else out the way first so they had room to install the access point. Then I'd move everything back myself. I wouldn't want them messing with my stuff and leaving all my cables in a knotted mess. I like everything neat and tidy!

2shy2007 · 19-11-2009, 10:54

It was up to the owner of the x nox to unplug it surely, instead of just saying, 'yes, but unplug it'

I see no blame anywhere else, and I am a rabid anti VM person.

pawprint · 19-11-2009, 12:42

When we were due our VM installation we made sure everything was switched off and moved to allow for them to install.
I wouldn't have been sitting playing a game when they were there thats for sure.

Pinkpineapple · 19-11-2009, 13:41

Virgin are actually horrendous for messing up they really are! I was with them for 2 years and when they were good they were really good but when they ****ed up they royally did so.

Numerous times they miscalculated my bills and took more out then they should have. They ended up giving me months of free internet to make up for the amount of bank charges they got me. My bank kindly refunded my first few but then they said enough's enough.

They are pretty shocking to be honest! You will find yourself constantly chasing them up as they don't often do what they say they will..!

All I can suggest is that you keep on top of it cos they will listen to you.. eventually. Nothing like a bit of heel dragging, however. But I do agree with the majority in here, I probably would have moved my own things and then put them back myself as I don't like other people touching my shizz.

Mr Obseen · 19-11-2009, 14:34

Its well known fact that moving an Xbox 360 while turned is is an ill advised idea.

The only thing at fault here is some common sense.

matrixlad · 19-11-2009, 18:50

You shouldnt let them fob you of saying someone will call you back, stand your ground and stay on the line.

10-11-2009, 13:24	#1
layza101 Forum Member Join Date: Jan 2007 Posts: 158	Virgin Media grrrrrrrrr Hello, i'm just lookin to see if anyone has been in this situation before, basically I had Virgin Media installed a month ago and the fella that came asked if he could move my partners Xbox, to which my partner replied 'Yes but can you switch it off first' but this fella didn't, he lifted he Xbox which was still on with a game running and put it on it's side, which then it made an awful noise. Now the fella didn't seem really bothered because he was saying, 'oh i've been through about 10 Xbox's, is this your first?' to which my partner replied yes. Anyway the Xbox no longer works properly, the game in the console at that time is ruined and we have tried other games and they cut off half way through. Now I phoned Virgin that same day to complain, was told we would have contact by the installation manager in the next 2 days, which never happened, so called again the following week and was told I would be contacted again, which I never, so now after a month of waiting still nothing. I have heard that complaints over the phone are on a time line, so after so many days they are discarded, so I am going to write to them now. Has anyone been in a similar situation, and can you write in the letter that you can contact a solicitor if it is not resolved? Thanks.

10-11-2009, 13:28	#2
~sugarpinkloz Forum Member Join Date: Jun 2009 Location: Devon Services: Virgin Media (dreadfull!) @sugarpinkloz Posts: 853	All I ever have is problems with virgin. Their customer service is terrible, they took my direct debit 2 WEEKS early, caused me charges etc, and then refused to admit fault. this was just the 1st in a string of problems ive had with them. in short just demand to speak to head office or send a complaint email and someone will get back to you.

10-11-2009, 13:28	#3
David ® Forum Member Join Date: Oct 2009 Gender: Male Posts: 220	Can't offer any advice on the VM, but is the xbox still under warranty?

10-11-2009, 13:34	#4
molliepops Forum Member Join Date: May 2005 Gender: Female Location: woking Services: sky, bt Posts: 2,566	When we had virgin media installed the man managed to kick a hole about a foot wide in my hall wall - they continually promised to send someone round to access the damage after a year we gave up and had it uninstalled and now have sky/BT - such a different approach to customer service it is great !

10-11-2009, 13:46	#5
layza101 Forum Member Join Date: Jan 2007 Posts: 158	My partner has just rang again, and they have promised to get the installation manager to call us in the 2 hours, I should go the betting shop and make some money on them not calling.

10-11-2009, 14:01	#7
Hopeless_Savage Forum Member Join Date: Jun 2006 Gender: Female Location: Derby, England Services: Virgin Media VIP Posts: 2,415	Doesn't matter about the xbox's warrenty because it wasn't microsoft's fault it broke. It was the installer. Personally though if he wanted the move the xbox I would have walked over there myself and turned it off. Nothing was stopping him doing that.

19-11-2009, 09:35	#9
WokStation Forum Member Join Date: Jun 2005 Services: Half meg ADSL, Freeview. Posts: 13,335 Blog Entries: 5	I would write a letter to their head office, explaining what happened, on what date, at what time, every detail you can remember in a matter-of-fact way (so without anger and accusations). Just state that he moved the Xbox without turning it off despite being asked to turn it off first, and as a result the Xbox and the game that was in it suffered damage. Seriously scratching the disk is a well-known side-effect of turning an Xbox from bottom-to-side or side-to-bottom when it's turned on. Include in the letter the costs for replacement, and ask when you can expect them to pay it. Be prepared to follow it up in county court.

19-11-2009, 10:02	#10
Mr Obseen Forum Member Join Date: May 2009 Location: Glasgow Services: Sony Bravia LCD, Sky HD, Virgin 20MB, XBOX360: Gamertag:Mr Obseen Posts: 566	Why didnt you or the partner switch the Xbox off first instead of leaving it up to the Virgin installer?

19-11-2009, 10:54	#12
2shy2007 Forum Member Join Date: Jan 2007 Posts: 3,970	It was up to the owner of the x nox to unplug it surely, instead of just saying, 'yes, but unplug it' I see no blame anywhere else, and I am a rabid anti VM person.

19-11-2009, 12:42	#13
pawprint Forum Member Join Date: Oct 2009 Gender: Not specified Location: Fingers in the Nutella jar. Posts: 124	When we were due our VM installation we made sure everything was switched off and moved to allow for them to install. I wouldn't have been sitting playing a game when they were there thats for sure.

19-11-2009, 13:41	#14
Pinkpineapple Forum Member Join Date: Aug 2009 Location: North Yorkshire/Newcastle Posts: 206	Virgin are actually horrendous for messing up they really are! I was with them for 2 years and when they were good they were really good but when they ****ed up they royally did so. Numerous times they miscalculated my bills and took more out then they should have. They ended up giving me months of free internet to make up for the amount of bank charges they got me. My bank kindly refunded my first few but then they said enough's enough. They are pretty shocking to be honest! You will find yourself constantly chasing them up as they don't often do what they say they will..! All I can suggest is that you keep on top of it cos they will listen to you.. eventually. Nothing like a bit of heel dragging, however. But I do agree with the majority in here, I probably would have moved my own things and then put them back myself as I don't like other people touching my shizz.

19-11-2009, 14:34	#15
Mr Obseen Forum Member Join Date: May 2009 Location: Glasgow Services: Sony Bravia LCD, Sky HD, Virgin 20MB, XBOX360: Gamertag:Mr Obseen Posts: 566	Its well known fact that moving an Xbox 360 while turned is is an ill advised idea. The only thing at fault here is some common sense.

19-11-2009, 18:50	#16
matrixlad Forum Member Join Date: Dec 2007 Posts: 324	You shouldnt let them fob you of saying someone will call you back, stand your ground and stay on the line.