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15CREDIT WHERE IT’S DUE
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[email protected]Contact
Garmin-^ Support page^
http://www.snipca.com/
Can I get a
refund for Virgin
overcharging me?
CASE ONGOINGIssue 633 • 8 – 21 June 2022I contacted Garmin
when the case on my
Vivoactive fitness watch
(pictured) broke where
the strap was attached. I bought it
over two years ago, and have found
it far superior to rival Fitbits.
I emailed the company and received
an immediate acknowledgement. They
said they would replace the watch free of
charge, despite it being well out of warranty,
and without any prompting from me. I wasasked to complete a simple form to
confirm my address, and three days
later a new watch arrived. They
didn’t want the broken watch back,
nor proof of purchase.Garmin replaced out-of-warranty watch for free
A
We’ll try. Anne’s
problem arose
because in December
she called Virgin about
getting its Volt package (www.
snipca.com/41996), which
upgrades you to the next-level
broadband speed, and doubles your
O2 data.
She was told by a customer-service
assistant that this would normally add
an extra £5 a month to her bill, but it
would be free if she signed up to an O
mobile account.
At the same time, she was told that her
broadband would be upgraded for free to
100Mbps. Her bill would show as £83 aQ
In January this year, Virgin
Media O2 overcharged me by
£13 and despite numerous
phone calls and emails, I can’t get
this corrected. I know it’s not a lot
of money, but my emails are being
completely ignored and the call-centre
staff seem unable to understand my
problem. Can you help?
Anne Geraldmonth, instead of the
normal £70, but she was told
this £13 would be taken off
when her payment was due.
Anne duly signed up with
O2, but despite this Virgin
failed to ensure the money
was deducted from her January bill,
which has caused confusion. The
call-centre staff can see that from
February £13 is being recredited every
month before her payment is taken, but
she’s still owed £13 from the January bill.
We’ve asked Virgin to investigate this
and ensure the money is recredited to
Anne’s bill, so her next bill should be
£26 lower.Is Apple to blame for my iPhone dying?
Q
My first-generation iPhone SE
(pictured) died after I downloaded
an iOS update. Neither the staff
at an Apple store nor an Apple-approved
repair firm could identify the problem.
I was told that fixing it would cost me
£279.00. This seems unfair, so is there
anything I can do?
Sheila TruemanA
Software problems like these are
incredibly hard to prove, especially
against a company as huge as
Apple. In fact, we’ve yet to hear of acustomer winning such a
case against one of the tech
giants.
However, the Consumer
Rights Act is clear on this
issue. If a software
download breaks a device,
the company that released
the software is responsible.
They must repair the
device, fix any software glitches or offer a
refund. Often the only way to work out
whether you have a case is to trawl web
forums to see if others have suffered thesame problem.
Sheila faces two hurdles. One, her
iPhone is five years old, and so could
be considered to have reached the end
of its life; and two, nobody has been able
to locate the source of the problem,
meaning she has no proof the iOS
update was to blame. However, they must
have some idea what the problem is
because they’re charging her to fix it.
While Sheila asks Apple for more
information, we’ll investigate whether
other people have experienced the
same problem.
CASE ONGOINGFriends tell me this is typical of
Garmin’s customer service, and the pride
it has in its products. I’ll certainly buy their
products again.
Robert Levene