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TonyDi
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Faulty mobile phone - bought via PAYG rewards

My wife used her PAYG rewards to purchase a new mobile phone from Virgin in May last year.

The mobile now won't switch on or charge & understand that it will be covered under Virgin's online shopping warranty.

How do we make a claim for a repair/new handset?

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Superuser
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Re: Faulty mobile phone - bought via PAYG rewards

Hi TonyDi,

when my mobile from Virgin developed a fault, I simply called customer services on 789 (0345 6000 789 from any other phone).

I remember being passed around a bit and receiving a call back from someone else.

All friendly and very helpfull. A couple of days later I received an exchange handset.

AlexKid :-)

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Superuser
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Re: Faulty mobile phone - bought via PAYG rewards

Hi TonyDi,

when my mobile from Virgin developed a fault, I simply called customer services on 789 (0345 6000 789 from any other phone).

I remember being passed around a bit and receiving a call back from someone else.

All friendly and very helpfull. A couple of days later I received an exchange handset.

AlexKid :-)

If you want to say thanks > click 'Kudos'.
Answered your question? > click 'Mark as Helpful Answer' also.

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TonyDi
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Re: Faulty mobile phone - bought via PAYG rewards

Thanks for the reply AlexKid.

I'll get my wife to call them.

Thanks again.

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Forum Team (Retired) Mat_H
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Re: Faulty mobile phone - bought via PAYG rewards

How are you getting on with this TonyDi?

 

Let me know if you need anything at all.

Thanks,

Mat


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hilaryplum
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Re: Faulty mobile phone - bought via PAYG rewards

did you have insurance? My new phone won't work , 2 months old,but didn't take virgin insurance

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Superuser
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Re: Faulty mobile phone - bought via PAYG rewards


hilaryplum wrote:

did you have insurance? My new phone won't work , 2 months old,but didn't take virgin insurance


Hi hilaryplum,

I didn't have insurance. it was a pay as you go mobile.

If your phone is only two months old, I would give them a call:

789 from a Virgin mobile or 0345 6000 789 from any other phone.

AlexKid :-)

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TonyDi
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Re: Faulty mobile phone - bought via PAYG rewards

Update.

My wife called 789 regarding this issue with her Sony Experia Z1 compact - handset not charging & will not switch on. Handset bought from Virgin in May last year using PAYG rewards.

The agent suggested that we change the battery but my wife told her that the battery can't be changed as it's sealed unit. The agent insisted that she sent us a new battery & charging lead & when received we "melt" the glue on the back of the phone with a hairdryer to get access to the battery!

Is this a ploy from VM to get us to invalidate the warranty on the handset?

Surely my wife should be offered a new handset or are VM waiting for the warranty to expire?

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spell
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Re: Faulty mobile phone - bought via PAYG rewards


hilaryplum wrote:

did you have insurance? My new phone won't work , 2 months old,but didn't take virgin insurance


If it's an issue with a fault it's a warranty matter.

Nothing to do with insurance unless you broke it /had it stolen or lost etc

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TonyDi
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Re: Faulty mobile phone - bought via PAYG rewards

Hi 

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Forum Team (Retired) Mat_H
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Re: Faulty mobile phone - bought via PAYG rewards

Hi TonyDi,

 

Thanks for keeping us updated. This doesn't sound right on our side.


I want to look into this for you, I've sent you a PM detailing the next steps. You can view this by clicking the purple envelope in the top right.


Thanks,

Mat


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