Quote:
Originally Posted by Rob King
After complaining about the cost of the uhd movies I got this replie today
" We’ve looked into it – here’s our findings:
From your online query, we understand that you are concerned about the charges for sky channels.
This mail is to keep you informed that the charges are valid and the decisions are made by higher authorities. We being advisors will not be able to make any changes to the standard price that has been provided to all customers.
We would like to inform you that the charge is for UHD and it is a charge that has been paid by all the customers who opt for the UHD channels.
unfortunately, we will not be able to provide a waiver or a credit for the charges.
We would like to let you know you can manage your account online and keep an eye on any upgrade offers available to you by registering or signing in to your My Virgin Media account at virginmedia.com/myvirginmedia. When you get signed in just click on 'My upgrades & offers'. You can even manage your account on the move by downloading the My Virgin Media app onto any compatible iOS or Android device. "
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It's just corporate waffle and, personally, i'd take it to CISAS. Saying that all customers are paying for it is clearly not the case as has been demonstrated by this thread.
Apparently, it costs VM £150 if they make decision quickly and up to £600 if a full investigation is carried out.
If you say that you intend to go to CISAS, if they had any sense, they'd let you off the charge as this would only cost them £72 over a year. Alternatively, many people get mattets resolved by writing to the office of the VM CEO
daniel.potts@virginmedia.co.uk
Quote:
For Virgin Media complaints, the "ombusdman" service is provided through the Communication and Internet Services Adjudication Scheme (CISAS), but in principle it works in a similar way to Ombudsman Services, in that the service is free for customers (regardless of outcome), and the outcome of a complaint review is binding on VM. The review is carried out by an independent and trained arbitrator, and I'd emphasis the "independent", in that they aren't there as a consumer advocate or representative, they are there to examine the facts of the case and come to a dispassionate and fair resolution
Have people taken VM to CISAS and won? Certainly, as only around 10% of complaints to CISAS about VM are not upheld (ie no action). The evidence for this assertion is here. What that also shows is a lot of VM complaints are "settled" rather than upheld. When a customer complains to CISAS they first of all check to make sure that the complaint is within their terms of reference, If the complaint is within ToR, Virgin Media are liable for the costs of the adjudication (called a case fee). If VM resolve the complaint immediately with an offer that meets the customer's demands, then the case is described as "settled", and VM are only charged a small case fee (I believe around £150). If VM don't do that, then CISAS investigate and come up with a settlement that is binding on VM, and VM get charged the full case fee that I believe is somewhere in the range £400-600. The data indicates that VM resist many complaints on their internal process, but then roll over as soon as the customer raises it with CISAS (of course, most give up before that, which is why VM resist in the first place).
I suggest you read the CISAS guidance and phone them to make sure that your complaint is fully compliant and that you've got the necessary information. If you don't have accurate records, you can make a subject data access request to Virgin Media and they'll have to provide (free of charge) a copy of all data they hold on you, including either transcripts or recordings of all voice calls
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https://community.virginmedia.com/t5...n/td-p/4062117