Hi There

I am wondering if anyone could offer any advice.

I park on the street outside my house, just next to where I leave my car is one of those small green Virgin Media cabinets. We actually had Virgin fitted last year, and after the installation we noted the box didn't look like it had been fitted back right and rang up and told them this.

Fast forward to 31st Oct this year, and somebody walked past and brushed against it, The metal lid fell off and into my car causing a dent and a deep scratch. I rang Virgin to report it, and they said get a quote for the repair work, and send a recorded letter to our Swansea offices, so I did this.

Around a week later, I get a call from them saying they are investigating it, and could I send some pictures of the damage to help them, so I did this.

I then get a call the day after, with them saying they have actually realised they do not have the scope to deal with this type of claim, they cannot investigate it further, and the only way for me to pursue a claim is through the small claims court!

I sent an email back saying I found it odd, as they had told me to get quotes, take pictures etc, just to basically say there is nothing we can do, take us to court, surely that would have been applicable from my first contact with them?!

I have been trying to ring them since, I have made about 4 phone calls, and been told every time, oh someone will ring you back in a couple of hours, obviously they never do, so I am just being fobbed off.

Not forgetting as well, that I am actually a Virgin customer! is this really the way to treat your customers!?

I am annoyed, as it's their equipment, and their maintenance procedures that have damaged my car (despite us reporting it!) so why shouldn't they be liable!?

How can a company the size of Virgin say they don't have the scope to investigate complaints like this, and the only way forward is to take them to court? it just doesn't add up!

Sorry for the long post, any thoughts welcome.

Thanks

Edited by gregpot2000 on 22/11/2012 at 13:09