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greendragon74
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Sent phone back for repair on 27th march-still not been returned!

I sent my phone back for repair [in the return pack virgin send out] on the 27th march [booked the repair online on 26th march], it had not been charging properly. It is still in warranty.

 

Phoned customer services on 7th april, they said it had been caught up in a backlog due to the system update and should be with me within a week.

 

A week passed, I called again on 15th april to be told its still not even been looked at, they confirmed that it was with the repair team, but that they could give me no indication of when I would get it back. I was told by the manager that I spoke to [Damien] that he would look into it and call me back later that day, he didn't call me back that day, or since.

 

It has been 3 weeks and 3 days now, I still don't have my phone back and am none the wiser as to when I will get it back.

 

I keep reading about repaired phones being returned in 4 days, are Virgin still making that promise when they still have the backlog that my phone is supposedly caught up in?

 

Im totally fed up with Virgin mobile right now, any suggestions on who I can contact to get this sorted?

 

Thanks.

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ce017995
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Re: Sent phone back for repair on 27th march-still not been returned!

Hi,  my situation is the same as yours except that I tried to log a call on March 28th but couldn't because of the system upgrade so had to wait until 1st April when the system was operational again.  I've called 3 times since then but there are no definitive answers, only more confusion.

 

 I was told that there had been further "system" complications and that my problem/phone had to be identified and re-input back into the system after it was received so from that I can only assume that VM are experiencing major difficulties with their upgraded system.  

 

I was also told that my phone may have been sent back to the manufacturer (Sony in my case) which may also form part of the delay.  It was also told that there was a possibility that a replacement phone may have to be sent, but that hasn't happened either which is even more confusing because I'd have thought that that would have been the most straight forward solution considering the amount of time It's been away, so why mention it in the first place if it wasn't going to happen.

 

I don't know what to think at the moment and totally get where you are coming from with this most frustrating situation.

I don't know what else I can do but phone again at the end of the week and hope for more positive news and not mixed messages and confusion.  This is such a strange situation and I can't help thinking that there is more to this than VM will reveal to us.  I work in IT and fully appreciate the problems an upgrade can cause, but the length of time involved so far makes me think that something has taken a turn for the worse or, as a symptom of the upgrade, out phones have been misplaced/sent to the wrong centre or lost.

 

I know this isn't really any help at all, but I sincerely hope that we get our/a phone back very soon so that we can get back to normal again.

 

 

 

 

 

 

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greendragon74
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Re: Sent phone back for repair on 27th march-still not been returned!

Hiya

 

Yes, it all sounds horribly familiar!

 

Yesterday I emailed Virgins CEO Tom Mockeridge , I didn't really expect it to get to him personally, as I imagine he would be inundated with emails on a daily basis, I did get a response from the CEOs case manager and she said she has assigned my case to one of their specialist complaint agents and that they would be in touch within the next 24 hours, not heard anything yet though...

 

They gave me a complaint reference number and a number to call in the meantime if I need to.

 

I really hope this leads to a resolution, I really need my phone back!

 

Maybe you could try emailing the CEO, if you haven't already.

 

Good luck with it all!

 

Edit; I tried to post the CEOs email address, but it wouldn't let me, I found it on google, if you can't find it, I think I can send it to you in a private message.

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Robcouronne
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Re: Sent phone back for repair on 27th march-still not been returned!

I sent my phone back on the 31st March and am having a very similar problem, customer services are no help whatsoever and I keep getting the answer "you SHOULD get your phone back in four to five days"........I am still waiting! They never call me back when they say they will and I get emails saying they have just received the phone although they received it on the 1st of April! I was with TMobile for 17 years and wish I had never changed to Virgin as they are bottom of the ladder for customer service. 

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Forum Team (Retired) Mat_H
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Re: Sent phone back for repair on 27th march-still not been returned!

Hi all,


I'm really sorry to hear about the complications you've had with getting your phone back.

 

I'll reach out to some of my team to get to the bottom of this for you. I'll come back when I have an update.

 

Thanks for your patience.


Mat


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Robcouronne
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Re: Sent phone back for repair on 27th march-still not been returned!

I had a similar problem, waited over three weeks on a repair and in the end I emailed the CEO of VirginMedia and a very nice lady called Megan from his office dealt with my problem and within three days I had a brand new newer model of the phone in getting a repair! A lesson learned here......go to the top of the tree if the service is not acceptable!

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Forum Team (Retired) Mat_H
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Re: Sent phone back for repair on 27th march-still not been returned!

I'm glad to see you got this all sorted in the end Robcouronne Smiley Happy

 

Let me know if you need anything at all.


Thanks,


Mat


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ce017995
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Re: Sent phone back for repair on 27th march-still not been returned!

Hi Mat,

 

are you still looking in to this?

I'm still don't have my phone back, it's been 35 days now and I have been in touch with the exec team after having no success with the customer service team.  I've had one phone call from the exec team who essentially said the same as the customer team, so I'm still no better off.  For three weeks now I've been told that my phone has been seen, is unrepairable and will be replaced and I get this, but why is nobody sending it to me? 

Can you do anything?

Thanks

 

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Forum Team (Retired) Mat_H
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Re: Sent phone back for repair on 27th march-still not been returned!

Hi ce017995,

 

Thanks for your reply Smiley Happy I'm really sorry that you've still not received your phone.

 

Can you PM me your Mobile number so I can chase your issue up?

 

Thanks,


Mat


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Forum Team (Retired) Mat_H
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Re: Sent phone back for repair on 27th march-still not been returned!

Hi Ce017995,

 

Are you still having issues? Please PM me if there's anything you need Smiley Happy

 

Thanks,

Mat


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