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“£70 excess to get a refurbished phone - what a joke ”

written by on 21/07/2014

After cracking my s3 screen on the Thursday I went through the online process only to be told at the end that I had to make a call to speak to them. I phoned, but as it was a bank holiday they were shut till the Tuesday. I phoned on the Tuesday & after waiting for 20 minutes in a queue I was told I would get a new phone as fixing them is not economical. I thought that £70 was ok to pay if I was getting a new (albeit outdated) phone. Once I'd done the paperwork, emailed them back & phoned them again to pay the excess, the phone arrived on the Thursday (so a full week after I had started the process). However contrary to what they said it was a refurbished one which constantly freezes, shuts down for no reason & is unreliable. I've contacted them - they said to contact Virgin mobile, who told me to contact the insurance. I've been with Virgin for many years but I'll not be renewing my contract.