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Misleading equipment return information

Tuning in

When cancelling my service via online chat, I received misleading information from a standardised response about returning equipment. Being autistic, I find it very difficult to manage ambiguity. The agent providing service refused to help me and cut me off.

the confusion I had was from this statement:

The equipment returns package will be sent to you within 10 days after your disconnection date and we ask you return the equipment back to us at your earliest convenience. If your equipment is not returned a charge may be applicable.

I asked what the criteria was for deciding if a charge was applicable, because it uses the word “may”.

they wouldn’t help me understand this. It is misleading. Either tell me a charge will be made or tell me it won’t be made; or tell me under what circumstances it may or may not be charged.

they cut me off, leaving me feeling worthless and like I’d done something wrong for asking for certainty.

can I be given a definite answer or some clarification?

how can I speak with someone who understands autism?


Community elder

I wouldn't worry about this; it's like having a bag of peanuts that says "may contain nuts" on it.  Everyone gets the same thing.  Just concentrate on sending the stuff back; at least that way there won't be any charges.

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Very Insightful Person
Very Insightful Person

Hi @military_boots 

Not all equipment needs returning to VM, for example the older tivo boxes.

The following page should be helpful as it lists/shows which equipment needs returning and also provides recycling information..



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