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helenmf
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no response to complaint

Virgin media damaged my brand new floor upon installation in June.  The communication throughout has been non existent and at best horrendous.  It took until the end of August for an area manager to come out and assess this damage (Simon Izard).  He gave me his mobile number and email address as point of contact and assured me the issue would be resolved.  It was another month until an external company was sent out to assess the damage; i was told the damage was so significant that a localised repair could not be completed and to return to original condition the floor would need to replaced.  Again no contact from virgin following this assessment.  I called and emailed Simon Izard and did not get a response.  I contact virgin on 02.10.20 - they informed me that the case was now in Simons hands and so could not provide me any further details.  They assured me that Simon would be emailed to make contact with me.  I have had no such contact,  Upon phoning virgin today - I was told that the complaint had now been 'resolved' and read out a letter detailing that Virgin would not do anything about the damage.  

I am absolutely furious.  Virgin media have admitted liability for the damage but their 'resolve' has been to do nothing at all.  I will inform everybody I know of this issue and would never recommend Virgin as a provider to any contacts.  SHAMBOLIC SERVICE 

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Andrew-G
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Re: no response to complaint

Search, read and follow the VM complaints Code of Practice. I always recommend putting complaints in writing and sending by recorded post. If VM can't sort your complaint out to your complete satisfaction in four weeks, then I suggest you need to initiate legal action.  If you're a member of (eg) Which Legal Services, they'll provide guidance on what to say and do.   Failing that you may want to consult a solicitor, and add the circa £100 cost of the initial consultation to the claim. 

If the forum staff can grab this and get it sorted that will be quicker and easier for both parties, but don't settle for any compromise or inadequate goodwill gesture just because it's easy.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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Chris_W1
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Re: no response to complaint

Hi helenmf, thanks for the message and sorry to hear that you have had issues with the damage to the flooring. Have you since managed to get this resolved? Have you been able to get any update or resolution of Simon, what has been advised by both him and the technical agent who attended. What have you been quoted for the floor? Chris 

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helenmf
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Re: no response to complaint

No Chris I have no response from anyone at all, things have gone from bad to worse. Emma vernon agreed that I would be sent a cheque for £750 in Nov and the money would arrive to my postal address within 10 working days. No cheque has arrived. Each time I call back I am told the same : cheque has been authorised and will arrive in 10 working days - almost 4 months later nothing. Each time I speak to someone I request Emma vernon contact me - NOTHING. I am now completely out of pocket and have wasted hours of my life on the phone to virgin media - SHOCKING service 

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Chris_W1
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Re: no response to complaint

Hi helenmf, I am sorry to hear that you are still having issues with this and we want to get things resolved for you. I will send you a private message over to you so that we can get this looked into further for you. Chris

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