My virginmobile phone recently went haywire 14 months into a 24 contract, but luckily it was under guarantee so I sent it off, having duly filled out the form that ‘no, it’s not been damaged’, ‘no, it’s not been exposed to water’ etc etc.
So far so good, but then virginmobile contact me to say it HAS been water damaged and want to charge me £100 to fix it. Without wishing to doubt virginmobile, what I know of my phone, where and how it is used etc, I dispute that, it hasn’t. They suggested that I send it back to Samsung under their warranty, and sent it back to me.
It took me a while to find the relevant info for the Samsung warranty and I have now discovered that I have to take the phone in myself, with an hour’s traveling involved, plus parking costs etc.
I’ve written to virginmobile to ask them whether or not they will reimburse me for my time, traveling costs and the time that they have been charging me for a contract that I cannot use, should Samsung find no evidence of water damage. I see this as reasonable, given that as far as I am concerned I have a phone that is under warranty but which virginmobile refuse to fix because of said water damage – if that isn’t demonstrated by an independent third party then why should I have to pay this and take this time out of my day?
So far no response from virginmobile, who are happy to continue charging me for my contract meanwhile.