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mrselnombre
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Message 11 of 18
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Re: HUAWEI p20 Pro bundle

Actually it was confirmed that on ordering the agent on the phone didn't select the right option. So nothing to do with stock.

A mistake is fine. It's all the lies that followed, and the fact I will now miss out on the offer despite trying to sort it out when I realised the issue... Last week on day of delivery.

I mistakenly believed the advisors when they said the watch was coming

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Message 12 of 18
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Re: HUAWEI p20 Pro bundle

I apologise repeatedly for the situation. I know that doesn't solve anything or change anything mrselnombre. 

 

Thank you.  

Ryan_N - Forum Team
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mrselnombre
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Message 13 of 18
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Re: HUAWEI p20 Pro bundle

And now I've been told I can't get my PAC number until the return is received and processed... Two weeks!....

My phone is on its last legs, if it dies I can't work. And that's not me being dramatic, I work on my own with children. I have to be able to get help at any moment if there is an emergency, and I also need to be contactable.

The whole reason why I bought a new phone....

So do I change my number and all my social media business paraphernalia or wait and cross everything.

 

What's happened to your customer service?

15 years I've been with virgin, never a single issue that wasn't easily handled...

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Message 14 of 18
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Re: HUAWEI p20 Pro bundle

Have they advised it will be two weeks to wait for the PAC code?

 

^Martin

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mrselnombre
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Message 15 of 18
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Re: HUAWEI p20 Pro bundle

They said 2 weeks to process the return until they can give me the pac code.

If they'd not convinced me not to return last week, I'd be a week closer. Hell I'd probably not be this annoyed, and happy to try to order the bundle again and stay with virgin.

. Lol

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Message 16 of 18
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Re: HUAWEI p20 Pro bundle

Has the phone already been sent back to us or are you awaiting the bag? 

 

^Martin

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mrselnombre
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Message 17 of 18
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Re: HUAWEI p20 Pro bundle

It left this morning, now I know it'll take a few days to get to you.

 

But 2 weeks? Really!

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Message 18 of 18
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Re: HUAWEI p20 Pro bundle

Because there is an outstanding return on the account it won't let us make any other changes this includes generating a PAC. 

As soon as the phone is back with us we'll be able to do it for you, this can take up to two weeks but I'm sure it will be back with us a lot closer. 

Again we do apologise for any upset and frustration this has caused you. 

Emma_C - Forum Team
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