13-10-2024 20:02 - edited 13-10-2024 20:02
Hello,
We are having issues with our free gift being honoured by virgin media. We chose the free tv when we signed up for VM. Firstly, the delivery was 6 days after the date we were told in our tracking email (12/09/24). When the TV got delivered 18/9/24, the screen was completely smashed. We raised this the same day, and was told to wait 48 hours and someone would be in contact regarding a replacement...48 hours went by and no response. Contacted them and they said a request will be put in on 21/09/24 as we needed our account to be 28 days old. On 25/09/24 I followed up and was told that a request was put in and someone would be in contact within 72 hours...still no contact. I contacted again on 2/10/24, I was told to 'just wait' and when asked for details of anyone else I could speak to they refused to give me any. Apparently a note was left on my account on 1/10/24 that they have received the query, but I have had no communication whatsoever. It has now been another 11 days and I have heard nothing. At this point it feels as if I have been scammed into a contract with the promise that I would gain something from it but now VM are withholding their end of the contract. The free gift was the ultimate decider between going with VM and another provider however this is pushing me towards ending the contract with VM as it has been nearly two months.
Does anyone have any contact details on where I could escalate this please?
Answered! Go to Answer
on 13-10-2024 21:50
Hi @Leahjenks
Info below from the following page https://www.virginmedia.com/help/gifts
If you have any problems with your gift, you will need to contact the provider.
If you have a problem with the wine gift you received, contact Virgin Wines on 0343 224 1001 within 48 hours of receiving your gift.
For problems with hardware gifts, contact Exertis on 01282 858 484 within 48 hours of receiving your gift. If your gift is damaged or you didn’t receive the correct gift, Exertis will arrange for a collection and send out a replacement. You can also have your gift replaced if it develops a fault within 28 days of you receiving it.
on 13-10-2024 21:50
Hi @Leahjenks
Info below from the following page https://www.virginmedia.com/help/gifts
If you have any problems with your gift, you will need to contact the provider.
If you have a problem with the wine gift you received, contact Virgin Wines on 0343 224 1001 within 48 hours of receiving your gift.
For problems with hardware gifts, contact Exertis on 01282 858 484 within 48 hours of receiving your gift. If your gift is damaged or you didn’t receive the correct gift, Exertis will arrange for a collection and send out a replacement. You can also have your gift replaced if it develops a fault within 28 days of you receiving it.
on 14-10-2024 11:29
Hi Leahjenks, thanks for posting and welcome to our community.
Sorry to hear that you've not got a working TV as a welcome gift. Have you followed the recommendation as per newapollo? If you have done so, and without any success, please do get back to us and we'll be happy to take a look on your behalf.
Regards
Lee_R
on 14-10-2024 14:48
Hi Lee,
When we contacted virgin regarding the damage we were not informed about having to contact Exertis, nor during any of the later live chats to rectify the issues, as we were consistently told that VM would sort it all for us. I will try contacting Exertis, thank you.
on 14-10-2024 14:49
Thank you for this! Hopefully this works 🤞
a month ago - last edited a month ago
Hi Lee,
I have contacted Exertis and they told me that I had to contact them within 48 hours of receiving the TV so they can't do anything about it. This was not possible as we were unaware we had to do so, after being told by Virgin Media that you would sort it and send someone out to replace the TV - no mention of Exertis at all. It has now been a month of trying to deal with this issue. Can you please advise on what to do next?
a month ago
Hi @Leahjenks
Thanks for coming back to us. The next steps are here;
If the gift develops a fault more than 28 days after delivery, the customer will need to refer to the manufacturer's warranty of the product and contact the manufacturer directly if needed. The manufacturer's warranty will be found in the original packaging that the gift came in.
This is from the Gifts with Purchase page;
Best wishes.
Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill
a month ago
Hi John,
The TV arrived to us smashed. We have been waiting a month for Virgin to sort something out as they said they would. Now, we are being told we had to contact exertis when no one made us aware of this.
Please can someone get into contact with us as our experience with customer service around this entire issue is awful.
a month ago
Hi @Leahjenks, thank you for your response.
I can see you've spoken to the team since your latest post. Has a resolution to the issue been provided?
Please pop back to us at your earliest convenience.
Regards,
Daniel
a month ago
Hi @Daniel_Etl,
I have been told that someone will be in contact within 48 hours, but given I've been told that three times previously and not heard anything, I'm not very trusting of that.
I would just like a replacement TV to be sent out to us or a voucher covering the value of the TV so that we can get one ourselves, as this process is taking too long now.
Thank you