Stilĺ waiting for free gift

[Inde130]

Signed up with virgin 6.8.2022. Incentive of 43" LG tv. Advised 28 days after activation,  the tv will be dispatched.  Way, way past this 28 days.... and several useless, frustrating and mind numbing phone calls later to a below par customer service department,  I am no wiser.

Advise to anyone considering switching to virgin.... "STAY WITH SKY ! "

Poor..... really poor.

[Ernie_C]

Perhaps this will be useful?

https://www.virginmedia.com/help/gifts

[Molly_T]

Hi Inde130, welcome to the community! Thanks for posting. 

Really sorry to hear about your missing free gift! When you signed up, was the gift offered as part of a deal with us or a 3rd party site? 

Do you have an email or print screen reference which confirms the deal including the TV? 

As advised by the community already in this thread you can see more information about gifts and our gift policies here. 

For hardware gifts our trusted partner Exertis will despatch your hardware gift within 28 days of the activation or installation of your Virgin Media services. Once your gift has been despatched, it should be delivered to you within 14 days. 

If the gift has not arrived, and you do not have an email from email@codes.edenred.co.uk. (including checking in your junk or spam inboxes) you will need to get in touch on 0753 305 1809 so we can offer further support. 

Please let us know if you have also followed this process with no luck, and we will do our best to help! Thank you. 

All the best. 
 

[Inde130]

 

[Matthew_ML]

Hey Inde130, thank you for reaching out and I am sorry you are haven't got your gift yet.

Did any of the above help at all?

I can also see you have been in contact with the team about this, did they manage to resolve this? Thanks 

[Inde130]

Not resolved yet unfortunately. No contact still.

[Gareth_L · Accepted solution]

Hello Inde130.

Can we please ask what was advised when you called 0753 305 1809?

Gareth_L

[Inde130]

For information the number you quoted was a text message sent to me, inviting me to make yet another call to your customer service number.

[Matthew_ML]

Hey Inde130, thank you for reaching out and letting me know this.

Did you managed to give them a call at all? If so did they managed to get this resolved for? Thanks 

[Andrew-G]

If I could make the observation to forum staff, your replies here don't seem to be helping one bit.  Instead of telling the customer to phone any of the useless customer service numbers VM have, or asking them "how did it go, what did they tell you?", you should be taking some ownership and sorting this out.  There's been repeated screwups with acquisition incentives lately, and the common factors are (1) "Virgin Media" and (2) "Virgin Media telling customers they've got to argue with some third party compnay they've never heard of".  VM offered a free TV, the customer took that into account when they made their decision to enter a contract, now there's a clear contractual and statutory obligation for VM to provide a free TV, or compensation sufficient to allow the customer to buy their own equivalent set through retail channels.

Unless somebody at VM is going to earn their pay and sort this out now, the customer needs to stop messing around with VM's appalling pretence of customer service, and raise this as a formal complaint.  That will get the required result (of a 43 inch TV and a goodwill payment), or it more likely it won't.  If it doesn't the customer then needs to phone the complaints adjudicator to understand the process by which a complaint can be submitted to them for independent review.  They'll sort it out if VM chooses not to honour legally binding commitments.