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horrorhead
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horrific virgin customer service

Tried to upgrade 2 mobile phones at the end of september, was sent one phone fine but the other should have been a sony xperia but was sent a nokia 215, tried to arrange to have it returned and was basically accused of stealing the sony. I was told they would send a jiffy bag to return nokia which never arrived, rung again and another was sent but the paperwork inside said was returning sony phone, rung again and another bag was sent,finally returned nokia only to have it sent back to my home saying that i was meant to return a microsoft phone ??
At this point i have been promised over 10 jiffy bags that have never arrived, have been hung up on by customer services and had complaints dept ringing and saying it was being sorted. I have now told them that i want to send everything back and have nothing to do with the company.
Unsurprisingly to send everything back requires another jiffy bag which at this point i have been 'told' has been sent out twice but still haven't received anything but more promotional literature.
I am at the end of my tether and considering legal action, can anyone offer any advice or recommendations for bringing this matter to a swift conclusion.

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Forum Team
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Re: horrific virgin customer service

Hi horrorhead

 

I'm very sorry to hear about the difficulties regarding the return of your handset. I want to look into this and clarify the situation regarding these return bags. I've sent you a private message which you can view by clicking on the envelope in the top right.

 

Hope to hear from you soon.

Dave


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horrorhead
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Re: horrific virgin customer service

Time for an update, have finally received a jiffy bag to send back all the items but surprise surprise another problem, the paperwork attached to the jiffy bag says that i am to return a 'Sony Xperia E5' which was the phone i was supposed to have received in the first place.!!

As i have experienced at an earlier date if i just put all phones in the jiffy bag anyway they will just be returned as they are not the phones discussed. 

Is this company that inept or am i being strung along just so i carry on paying my monthly fee.

I have now requested a letter of deadlock as i am going round in circles.

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pr1v8cy1
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Re: horrific virgin customer service

Hi

I am sorry to hear of your issues, although not surprised after my own experiences.

My advice would be to contact offcom.

Good luck!

Sarah

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