VM denying terms of contract - action?

stann0 · 27-01-2014, 19:21

This is a bit long - sorry!

When my contract expired in December I rang to negotiate a new one. We agreed my package and the guy said he would send an engineer to install a superhub2 as I was having big wifi problems with the SH1. I made a point of asking if there would be a charge - he said no, because the equipment wasn't working for me it would be classified as an essential repair. On that basis I agreed a new 12-month contract. We then arranged an engineer visit.

When the engineer came a few days later he asked what the problem was. I said I thought he was there to install a SH2. He rang his manager and said that he couldn't do that because it wasn't authorised. He left.

I immediately rang CS to find out what was going on. They said they had no record of the free SH2 on my notes from the previous week. I was astounded! I asked if they could listen to a recording of the conversation (as it was the basis of a legal contract) - they said no.

After talking for about 30 minutes the guy said he would send an SH2 in the post for a self-install. I made it absolutely patently clear that I wasn't prepared to pay anything for this because, as far as I was concerned, it was included in the terms of my new contract. He agreed.

4 days later the SH2 arrives and is working. You can probably guess what happens next! I get my bill today and they've charged me £20 for a self-install SH2. I've just come off the phone to them and they say there is no record on the second conversation where they said the SH2 would be free (for the reasons stated above).

To say I'm angry is putting it mildly, not just because of the money but because of the incompetence. So 2 different verbal contracts have been made and they have then both been denied (or at least there are "no notes on your file"). It's my word against theirs. They say my only option is to write to head office - no-one in CS has the power to do anything about this, apparently.

I can't believe this is able to happen. I stupidly thought that all phone calls were recorded to avoid exactly this kind of situation. In a way I'm being accused of lying and I REALLY don't appreciate it.

Mick Fisher · 28-01-2014, 18:51

Been there, been done and got the T-Shirt.

I'm with Sky now and all is good.

stann0 · 28-01-2014, 19:01

I've written a letter to the complaints dept in Swansea. I'm not going to let this rest!

weenie · 31-01-2014, 19:25

Quote:

Originally Posted by stann0

I've written a letter to the complaints dept in Swansea. I'm not going to let this rest!

I would write to Virgin Media, Media House, Bartley Wood Business Park,Hook,RG27 9UP ...

Or Chief Executive Office
Customer Support
Virgin Media PO Box 238 Wythenshawe Manchester M22 0WJ or even better both ... and see who gets back to you first ... send them recorded delivery

spiderplant · 31-01-2014, 22:48

Quote:

Originally Posted by weenie

I would write to Virgin Media, Media House, Bartley Wood Business Park,Hook,RG27 9UP ...

Or Chief Executive Office
Customer Support
Virgin Media PO Box 238 Wythenshawe Manchester M22 0WJ or even better both ... and see who gets back to you first ... send them recorded delivery

There's no point writing to both. The Hook post will get redirected to Wythenshawe or Swansea anyway. No customer support staff work in Hook.

weenie · 31-01-2014, 23:06

Quote:

Originally Posted by spiderplant

There's no point writing to both. The Hook post will get redirected to Wythenshawe or Swansea anyway. No customer support staff work in Hook.

no but they do deal with complaints, well they did my complaint ... and they allocate you one person to deal with the complaint ... well they have done with me

I have his name and direct phone number .... just thought it might help you ... that's all ... and good for you not letting it rest ... like I say I wish you good luck

Wild Oscar · 02-02-2014, 16:07

Quote:

Originally Posted by Mick Fisher

Been there, been done and got the T-Shirt.

I'm with Sky now and all is good.

Off topic I know but I'm curious? If you are no longer a VM customer , why would you still be posting here?

I would be long gone if I ever left ...

Mick Fisher · 02-02-2014, 17:13

Quote:

Originally Posted by Wild Oscar

Off topic I know but I'm curious? If you are no longer a VM customer , why would you still be posting here?

This is an unofficial cable forum and there are sub forums that cover many subjects unrelated to cable. Perhaps you are confused with the Official VM Help and support forum. I do not visit or post there, probably couldn't as being no longer a subscriber anyway.

Quote:

Originally Posted by Wild Oscar

I would be long gone if I ever left ...

Your choice

weenie · 02-02-2014, 17:16

Quote:

Originally Posted by Mick Fisher

This is an unofficial cable forum and there are sub forums that cover many subjects unrelated to cable. Perhaps you are confused with the Official VM Help and support forum. I do not visit or post there, probably couldn't as being no longer a subscriber anyway.

Your choice

qasdfdsaq · 02-02-2014, 23:34

I was asked by some to stay here after I left VM because apparently I "know stuff".

In any case it's fun watching people moan about their crappy VM connections. I get to gloat about how much better my 1Mbps mobile broadband connection is. Oh wait...

stann0 · 28-02-2014, 18:42

Update: As a result of my letter I got a phone call apologising for the shoddy treatment and a refund of the £20. Fair enough and I'm happy with that. Shame it couldn't be sorted out on the phone with CS.

Gary L · 02-03-2014, 22:33

Did they apologise specifically about lying and telling you what you want to hear, just to get money out of you?