Quote:
Originally Posted by foreverwar
There must be a fix for it, as my V+ (and lots of others, including my neighbours and family, who have v+) doesn't have this "feature".
Surely, if it was "an inherent flaw in the service that they provide", we would be noticing it in Leeds?
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While it would be nice and simple if what you were saying was the case, your logic is, in my opinion, rather flawed.
If there were a fix, there would very likely be documented examples on the web of individual customers having their problem fixed. I've yet to see any although, again, I'd be happy to be corrected on this.
With regard to your assertion that the fact that the problem doesn't affect everybody means that there is not an inherent flaw in the service, your logic, again, doesn't seem to me to stack up. The problem exists and many people are experiencing it - that is a statement of fact. That you and many others aren't experiencing the problem doesn't negate that fact that this flaw exists. It could be that it only affects certain channels, it could be that it only affects certain programmes, it could be that it is only a problem at certain times of day, it could be that it is only a problem in certain geographies - it could be any number of things which mean that you simply haven't experienced the problem but that doesn't mean that there isn't an inherent flaw in the service.
When a car manufacturer issues a recall because there is an inherent flaw in the braking system, that doesn't necessarily extrapolate to everybody's brakes catastrophically failing at the same time, or under the same conditions, or even at all. That's not to say that the flaw doesn't exist, merely that not everybody has experienced it yet. It is still an inherent flaw and it still needs to be fixed and the stuttering sound is no different. Many people experience it and many don't, seemingly nobody knows how to fix it, and VM have failed to come up with a fix despite having had months to do so.
Quote:
Originally Posted by foreverwar
btw, how can it hurt to report and let them attempt to remedy it? You seem to have made up your mind without allowing VM a chance to fix it, and it can only help any case you may bring if you show that you let them attempt to fix it (imho).
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I haven't made up my mind not to report it but I am happy to put my head above the parapet and say that it is my prediction that they will give me the runaround by trying out 'fixes' which have no proven track record of solving the problem in order to try to appear as though they are keeping up their side of the bargain. For example, rebooting and reformating (I and many others have tried this many times) will have no more positive an effect on the problem than smothering my V+ box in jam but do you think that they won't waste my time and theirs by getting me to try it anyway?
I'll give them a call on Monday and report back here with the outcome of my efforts.
---------- Post added at 13:08 ---------- Previous post was at 13:01 ----------
Quote:
Originally Posted by Paul
If you don't report the fault then you are making your target of cancelling the service a lot harder to achieve without penalty. If you were to take your complaint to arbitration because VM refuse to cancel without penalty the arbitration group will tell you that you must follow the complaints procedure as outlined in VMs Ts and Cs/ complaints procedure. Failing to do this just makes it difficult for you to prove your case that the service is not fit for purpose.
VM are not breaching the contract if they are not aware that you are not getting the service you feel you are paying for. As far as they know you are happy with the service and have no problems.
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It's hard to disagree with what you are saying. My only caveat is that if VM know that they don't have a fix for the problem (and it is my belief that this is the case) then the right and proper thing for them to do would be to concede from the off that they don't. That way, I can get on with cancelling my subscription and getting a service that does what I want it to do. If they give me a timescale by which they anticipate that the problem will be fixed, I will be able to make a judgement call about whether I am prepared to wait or not but, again, I don' think that is something that is going to happen.
I can just see this requiring far more effort and hassle than it needs to have although I stand to be corrected and will report the outcome on here.
---------- Post added at 13:10 ---------- Previous post was at 13:08 ----------
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Originally Posted by JethroUK
V+ has so many errors that VM know about (not as described) - just site a few of these in your cancellation and they'll let out without a struggle
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I do hope that you are right. Are there any documented examples of people successfully cancelling early without a struggle, having cited known problems with the service?