these to emails was also sent to Virgin Medias CEO email@example.com We won't hold our breaths to much by all account hes useless.
3:42 PM (9 hours ago)
27th June 2018
Account number: 07414544***
Our ref: COM1025480**
Dear Mr H*******
Thanks for your complaint received on 20th June 2018 concerning your recent experience with Virgin Media. We are very sorry to hear you are unhappy with the experience you have received. To ensure you receive a response to your complaint, we are now writing to you to avoid any further delay.
Our understanding from reading your complaint is you have requested for Virgin Media to review the following points;
Poor Customer Experience
We would like to assure you that your complaint has been fully reviewed and investigated. In response to the points you have made we would like to offer the following:
First and foremost we are really disappointed to hear we have fallen short of your expectations as a customer; rest assured the feedback you have provided will be raised with the relevant areas of the business to help improve the quality of our service.
Virgin Media pride themselves on providing their customer with the highest level of customer service. We do appreciate from time to time human error can pave the way for feedback and improvement. Virgin Media will always endeavour to listen and act accordingly to any feedback you and other customer’s provide Virgin Media.
We have looked in to this for you and can see that a complaint was raised on the web chat, where we stated that the phone would need to come in for a repair. When looking at the notes on the account we can see that the phone has been in for repair once before and this was for a microphone fault which was repaired and has nothing to do with the current fault.
The current fault is for overheating, we can see when it went in for repair on and this was for the camera app not opening and the LCD screen was replaced as per the notes by the manufacturer.
We can see that the phone has never been booked in for overheating and this is what needs to be done so that this can be resolved. You stated that the camera doesn’t work due to the phone over heating; we now need to book this in for overheating so that the issue can be resolved.
We can see that the phone is still under warranty by the manufacture and is eligible for a repair. We have sent you packaging to your home address which you should now be in receipt of and we request that this is sent back to the manufacture so that the fault can be resolved.
You mention in your email that we refuse to replace or repair the handset and we can confirm that this is untrue as we have booked it in for repair and sent you packaging so that this can be sent to the manufacturer for repair.
You mention that the mobile phone became faulty on June 30th 2017 and when looking at the notes on the account that the phone was booked in for repair on June 27th 2017 and this was for a microphone fault which was fixed. We can see that the phone was sent to the manufacture on the 22nd November 2017 and this was for an issue with the apps.
Since then the phone has not been back in for repair until June 6th 2018 where this was booked in for a camera fault of which the LCD screen was replaced by the manufacture.
It must me stated that the phone has never been booked in for overheating and this is what the current issue is and why we have sent you packaging so that the fault can be booked in and repaired.
You mentioned that they cannot fix the phone and it as there is no known repair and a design fault; we would ask that as the phone has never been booked in for a repair for overhearing how can this be the case?
You mention that you want a full refund for all monies paid for the phone as you claim that a faulty handset has been supplied to you as the phone has overheating issues. We would be unable to repair this and look at the overheating issues if the phone is not sent in to the repair centre.
You claim that we have offered to cancel the contract and offered you a new 12 month deal, you do have the option to upgrade the phone and get a new one and this option is open to you. We do offer customers to trade in their old handsets and full information can be found at:
We have looked in to this and the maximum you would get for your handset would be £64.50 and we wouldn’t advise this as the phone is still under warranty and eligible for a repair.
You mention that the phone is now 10 months old and want a full refund which has been paid; we would not be able to do this on the basis that:
The phone has been used for a period of 10 months.
The phone is still under warranty and would need to be repaired.
You mention that you want to escalate your case and if you wish to does this then please follow the complaints code of practice found here: virg.in/compscop or you can find the full link below:
http://store.virginmedia.com/content/da ... actice.pdf
We understand that you wanted to submit the complaint in writing and we feel that we have given you an adequate response to your email. We hope that you send the phone to us so that we can ensure that the phone is looked at and repaired, if the manufacture is unable to repair the phone, they will replace the phone with the same model or one which is of equal value.
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Registered office: Media House, Bartley Wood Business Park, Hook, Hampshire, RG27 9UP
Registered in England and Wales with number 2591237
11:56 PM (1 hour ago)
Hello Chris, thank you for that but here’s the thing your customer service team never reports the right fault when it goes back to the repairer not once has this happened, every time I have had to amend the repair sheet and say it’s the wrong repair advice only for that to be completely ignored by the repair team once its went in for repair so we can’t trust that can we, besides many customers have already reported this is exactly what happens if the fault is very expensive to repair so perhaps it’s really by design?
For example our web chat last week you put on the advice to the repair team it was for BATTERY OVERHEATING not once in our web chat did we mention battery overheating problems so where did that come from?
More importantly every time I have asked customer services about either a new repair or to get this overheating camera issue fixed your customer services in the tech side kept saying they were fully aware of the handsets overheating issues and they were waiting for Nero 8 and later versions to fix the overheating issues and refused point blank to take it in for repair.
https://www.google.com/search?client=fi ... -W6QeoPbjM
I thought if no repair can be made or was not available then what would be the point of sending it in at all, just like my point no repair is available right now as I note with interest you have not made it clear at all in this response that this known Xperia overheating issue that the entire community is aware of and with so many returns from customers of other mobile providers shows this is indeed a faulty design with no known cure unless of course you can prove otherwise?
Are you denying the regulators of virgin media are not aware of this overheating faults and there’s a record of other customers being fully refunded for being supplied with this faulty phone by other providers, other providers removed them from sale because of this and other faults with this phone and the high rate of faulty returns.
Any mobile phone has to be fit for purpose so it follows any smart phone that overheats within 180 seconds is not fit for purpose and the last time it went into YOUR Sony repairer it was not fixed at all and perhaps your CS team has been instructed to ignore such concerns and write any such crap on the repairers invoices to cover up such problems?
The only time this camera phone went into your repair shop for overheating issues on the actual repair invoice was two weeks ago they found the fault and repaired it here is the evidence on youtube they failed yet you have stated its an easy repair or it can be repaired NO IT CANT, or prove it Chris?
Posted within 24 hours after it came back from the repairer, https://www.youtube.com/watch?v=QTuxpGX-OGo how come they had it 2 days fixed it and this was the result?
I have asked Virgin CS every time to release Sony's official repair for the camera's overheating issues known throughout the industry, if there is one at all, SONY UK has stated to me on the phone there is no FIX or Repair for overheating XZ handsets and your proving my case by not releasing the details of the repairs at all?
Have you contacted the repairer yourself in person to find out anything at all, no mention of that rather important piece of information you have left out Chris?
Virgin is rated as a company less than 1/5 on reviews.co.uk and trust pilot showing how bad Virgin treats its customers most state they want to give a zero ranking as 1 is too good a score to give you, you don’t get industry reviews like that by being honest and trustworthy and acting in the best interests of your customers.
Your response is entirely predictable and complete nonsense and does not stack up to a row of beans, the phone has always had these overheating issues a simple Google search proves that has always been the case it’s also true that Sony stated a fix was going to be in the Nero Android update same information your CS was giving all virgin mobile customers basically playing for time at your loyal customers expense?
You stated "The phone is still under warranty and would need to be repaired". It cant be repaired there is NO KNOWN fix if thats not true include a statement from Sony UK stating thats not true? That would be so easy for a company such as Virgin Media to get and release but you wont because you and Virgin Media don't care?
As I have stated to you before and given this response I have used my emmense web-skills set and opened an media dispute website and we will get a full picture of any wrong doing by your company overtime on other loyal virgin customers as information is king and the days of pulling the wool over their eyes will be a thing of the past!
This reply along with yours will be forwarded to Resolver.co.uk ref RES551236* and no-doubt to onto the CISAS service where you and this stupid response will get what it deserves?
Past loyal Virgin Media Customer.
Preview YouTube video Virgin Mobile Contract Faulty Sony XZ Camera Overheating
brian hunter <firstname.lastname@example.org>
12:19 AM (1 hour ago)
Virgin Mobile Complaint to the CEO about a faulty phone that there is NO KNOWN CURE for?
Bro. B***** H******.