Virgin mobile

[Cbooth]

I took out a phone contract with virgin mobile last September. My phone screen was accidentally smashed recently, when I took the contract out I received an email to say I was entitled to one free screen repair for the first 12 months I put a claim in for it online it didn't go through so I rang them to try and sort it out. I was told on the phone the claim was sorted and someone would be in touch to arrange for the phone to be picked up for repair. I received an email the next day saying the claim had been refused I rang them again they then told me it wasn't going through and have sent it over to the complaints department. I refuse to give up and I still have the email saying I'm entitled to one free screen repair. Any ideas on this would be appreciated

[echat11]

Hi CBOOTH

Firstly don't correspond with companies via phone, always in writing.

Write a Formal Letter of Complaint, mark it as such, explain what's happened, why it's unsatisfactory (you have an email as proof of entitlement to a fixed screen) and what you want them to do (fix the screen as per the email). You could attach a copy of the email you received from Virgin Mobile to the email you send to the CEO. Email it to :

Lutz Schuler
Chief Executive
Virgin Mobile UK

lutz.schueler@virginmedia.co.uk