Replace 360 Box

[JohhnyMcG]

I wonder if anyone else is getting the runaround from Virgin Media about replacing the 360 box?

I used a Whatsapp chat with the service team and after a long discussion they agreed to send out a replacement 360 box with no charge and no engineer visit required.

Two weeks later a remote control unit only arrived!

I complained to Virgin Media and they said they had no record of sending out a replacement 360 box as agreed, although I have the full Whatsapp transcript and agent name.

I lodged a formal complaint and I am awaiting resolution.

Is this a common occurrence?

[japitts]

---

@JohhnyMcG wrote:

The problem with engineer visits is the threat of charging for the visit if fault does not show when they arrive and also a charge for missing the appointment.

---

I don't understand why there would be any charge for you missing the appointment unless you intentionally chose to miss it?

Taking a photo or video of an intermittent problem happening, easily covers the first scenario.

As already mentioned, faulty equipment is nearly always swapped out by tech visit. Customers get the new equipment installed and proven working with no effort needed, the faulty equipment is returned to the repair loop quicker, and there's no additional courier costs. A win all-round.

[roy247]

 I doubt if they would charge you if you can't pause and rewind live TV that should be easy to replicate.