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Originally Posted by spreadsheet
I think I read it in terms & conditions once that they can't guarantee an uninterrupted service
If they start caving in to compensation requests the proverbial floodgates would open
(I was with them when they were ntl and were giving out that dial up disk that allowed unlimited access - that pink one. There was a certain spec that you had to have - OS etc and I told this one guy the computer he had was not of sufficient spec - and blow me down if he didn't go out and buy a new computer and send the invoice for it in)
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I'm sure it will be in their terms and conditions somewhere, this is standard practice to cover themselves.
This does not absolve VM from their legal and moral duties towards their disabled customers.
I have heard a similar tale to the call you mentioned, one customer wanted VM to replace his TV when it stopped working!
Those critising me for helping a disabled friend should save it for situations like this.
Quote:
Originally Posted by Andy C
Well I am since having a spinal injury and if my remote stops working I wouldn't be able to change channels. Would I expect compo? Er, no, especially if it's ten years old like you say. What do you think they should have done, scrambled a helicopter to get your friend a remote the same day?
Any reason why you couldn't lend him your remote? Or any other friend of his?
As for his manager, of course he's going to pull strings if he's a friend and tell you what you want to hear.
If a delayed lack of service if VMs fault then there may be an excuse for a claim, but not for wear and tear of a remote... you can't blame VM for that!
A.
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In the circumstances I would have expected more than the usual "we'll put it inthe post and he'll get it when he gets it".
I'm not sure how it was achieved, but delivery of the new remote was expediated as I would have expected as a matter of course in a situation like this.
As I mentioned earlier, I couldn't have lent him mine as I live too far away and am disabled myself too.
I take your point about the manager that I contacted. The saying "it's not what you know, it's who you know" is very true, but it should not have to be this way to get things done. Without this contact, my friend would have been left for a week with nothing more than a shrug of the shoulders from the customer services rep.
Wear and tear of supplied equipment is the responsibility of service providors.
How this is managed by VM is up to them. They could embark on a rolling program of replacement, but this would be wasteful and expensive.
Their policy of repair or replacement when problems arise seems to be the best policy in my view, but circumstances that require more of an intervention, such as this case, must be dealt with properly.
Quote:
Originally Posted by Perfect Choice
As stated before, the simple answer is to just buy a second remote as backup. Hardly a big ask!
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AFAIK one cannot legally buy a VM remote controll.