Claim under consumer law?

[Leemartin890]

I am currently paying monthly for an iPad and contract, but the device has stopped working for no apparent reason. I have spoken with the manufacturer (Apple) who have sent me a supporting report, they have advised that I contact virgin to discuss a replacement via consumer law. Any support on this process would be greatly appreciated. 

[jpeg1]

That is wrong. Consumer law applies, as confirmed by Apple. 

And will be confirmed by Citizen's Advice and anyone else who has basic knowledge of the law. 

[SG2023]

Hi,  my contract is active with Virgin and in Apple link (you shared) it states seller is responsible to replace.

can you help me in getting this replacement. 
Regards

[enlli]

As long as I have been on this Community Virgin have denied any responsibility for repair after 12 months.

How they have got away with it for so long I cannot fathom.

Apple are just as bad

[SG2023]

Hi Team,

I got this device from Virgin, my contract is active. Apple confirmed in their report confirming technical issue with the device and they replace the device in conjunction with Consumer Law.  As I did not purchase the device with them, they advised me to connect with seller (Virgin).  The same is their official line, as the link share by your colleague mentions the same, as discussed above.

I am wondering where is the GAP?

Could you please help resolve this issue.

Regards

SG2023

[Tom_W1]

Hi @SG2023 thanks for contacting us although we're sorry this is still ongoing.

I will send you a PM to try to and get further details to investigate this further.

Kindly expect the PM to arrive shortly and respond directly when you can!
Many thanks

[SG2023]

Hi Tom,

I appreciate you PM me and asked for details on Wednesday.  I responded with information on Thursday and expected to get this sorted out within this week. 
However, I am really disappointed for not getting any response from you in last 3 days in-spite of reminder.

Hence come back to this main thread to get better support.

thanks

SG

Regards

[Tom_W1]

Hi @SG2023 thanks for your reply. 

I have been out of the office since Wednesday, only returning today - I am going to respond to your latest PM in a moment.

Thanks for your patience.

Many thanks

[SG2023]

Hello Tom,

I am still struggling to get resolution from Virgin on my iPad replacement.

On your behalf some one (Ash) has responded privately and the response is not very helpful.  Wondering what is the challenge here??

1. I have a active contract with Virgin and paying monthly direct debit for the devices I own.

2. The device is active but technically malfunctioning, display is not coming up.

3. Apple reviewed the device and said, as per consumer law, I must reach out to Virgin to get my replacement, as the device needs to be replace for the technical issue.

I believe, Virgin is obliged to adhere to consumer law and help me with the replacement.  Let me know if you need any more information to support a customer??

-SG2023

[Robert_P]

If you are in a Private Conversation with my colleague we would request you raise this there for further assistance. 

[jpeg1]

@SG2023  Following the usual Virginmedia principle, they are giving you the run-around in the hope that you will eventually get fed up and go away.

You have consumer law on your side. You can either get advice to write a suitably worded letter to their head office, or do as they want and give up.