So originally I ordered 1 V6 box, then found on my package I could get the 2nd free.. so 1 week ago I rang to add the 2nd box. At first the CS guy said it would be £50 for the 2nd box too, so I said that it should be free on my package. He went off and checked and said yes, free for 2nd box, but he said it would be 2 activation fees and no matter what I said to him, he would not change that. So today I rang back (hoping to get someone else who would know what they were talking about) to change the 2nd activation fee. Oh nope.. he said it is down for only 1 activation fee, but I was being charged £50 for 2nd box... grr. So I asked to be put through to Retentions and at last! I got someone that knew what he was talking about and got it sorted once and for all.. Only the 1st box being charged for and only 1 activation fee. So to the guys in Retentions Yay! and thanks for the help.. to first line CS.. crap.. please Virgin teach your CS staff what they need to know..
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Activation Fee's are a way of making up for "free installations" and are unneccessary
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I really don't mind paying 1 activation fee.. my issue was I kept being told different costs everytime I rang.. 1st was told I would pay for both boxes.. then only 1 box but 2 activation fees.. then paying for 2 boxes but 1 activation fee.. eventually had to get on to Retentions to get to only pay for 1 box and 1 activation fee. Retentions suggested that 1st line CS did not have the correct codes for giving the reduced pricing. Who knows why? I just think all CS should be on the same page. Can't be too much to ask can it?
Thanks for your post and apologies to hear about the issues you had trying to get the correct pricing sorted for when you ordered your second V6 box.
Each department has different codes for the orders and it is really easy to get a little confused. I can only apologise and will ensure feedback is given to the departments to highlight the correct codes.
If you have any further issues, pop back and let me know. I'll take a look at the order to ensure things are as they should be.
Kath_F Forum Team
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