360 box faulty, no replacement for 3 weeks?

[Kevz65]

Short story. New joiner to vm. Had a horrible experience so far. To which the forum team have kindly helped partially resolve (second part is outstanding and the team are working on it). So happy to have help for that issue. 

However last Friday (16th Dec) my two week old TV 360 box failed. Won’t turn on. Tech from VM advised that a new box would be dispatched and would come Monday 19th dec. I took the day off to wait for the delivery. Nothing came. Got into the WhatsApp chat and spoke to an agent who gave me a yodel tracking number. They said the delivery is not due till 3rd Jan!

tracking also shows no information.  
So I now have no tv till Jan, over Christmas none the less! How is this acceptable??

anyone able to assist urgently ?

[japitts]

Faulty TV boxes are usually diagnosed by virtue of a tech visit - meaning they are replaced while the tech attends, and the faulty equipment taken away.

You mention that you were given a Yodel tracking number - what does this report on the Yodel website? https://www.yodel.co.uk/track 

If in doubt, calling into CS on 150 (or 0345 4541111 from a non-VM line) will get you an immediate response.

[Kevz65]

It shows that the parcel is yet to be received by  Yodel.

The tech I spoke to on the phone (who called me back after I initially logged the fault) was adamant that a visit wasn’t required as she could tell it was a faulty box (would not boot up and the hard drive whizzing in a loop)…..

[japitts]

---

@Kevz65 wrote:

The tech I spoke to on the phone (who called me back after I initially logged the fault) was adamant that a visit wasn’t required as she could tell it was a faulty box (would not boot up and the hard drive whizzing in a loop)…..

---

Regardless of the reason for the fault, box replacements are generally done by tech visit as a matter of course. There are numerous reasons, but the speed of getting the faulty kit back into the repair loop is one.

[Kevz65]

What would that mean then for my service ? No TV over Christmas?

The fact that there is a Yodel tracking link is good. But it shows as not picked up still which is worrying. 

[David_Bn]

Thanks for coming back to the thread @Kevz65, can you please provide us with any updates you've since received on the replacement set top box? 

Kindest regards,

David_Bn

[Kevz65]

All good now. The CS I had spoken to was wrong in the end and I got the box yesterday. 

[Ilyas_Y]

Hey @Kevz65 thanks for the reply on the forums.

I'm glad to hear that the matter has been resolved.
As always - reach out to us if you need anything and we will always assist.

Kind regards,
Ilyas.