Virgin Mobile USA

Warrantied phones are replaced with junk

23rd of Aug, 2011 by [email protected]

I purchased a phone from Virgin Mobile in Feb 2011. For the first few months I had a small problem here and there like I would not be able to access the android Market (the wholw reason for purhasing and android phone right?). But the on June 4,2011 my phone became damaged beyond repair and I called customer service. No problem they said they would send me another phone. When that phone arrived it took us days to get it activated because it had still been activated from the original owner ( when they replace your phone they replace them with trade in's that were supposed to have been refurbished). Once I got the phone activated I could not dpownload anything from the market and the phone weas not recognizing my external SD card. We spent another week on the phone with Virgin Mobile before they agreed to send another phone out. It did not work either. By the time they had sent me the 3 nonworking phones I asked them to just refund my money and let me go somewhere else or they could upgrade me to the next android model at their cost. They refused both of those ideas and continued to send me phones that did not work. After the 6th nonworking phone I was quite frustrated and had enough. So I demanded a supervisor and her customer service skills were no better. She told me she can replace the phone but only with the original phone.
I spent al day on the phone with them and they would only agree to send me another phone. (SAME MODEL). After the 6th phone that sis not work I spent 10 12 hours calling and recalloing them until I was finally told that I would be issued a refund but oonly of the $60 that I had just paid since my plan's due date was the 27th of every month and my service had not started yet for that service. Finally I said forget it, I did accept the $60 refund but it has yet to show up on my credit card. I went into their site and removed my credit card information and ordered new phones from T Mobile. The sup[ervisor told me that I could only get a refund on the phone has I returned it in the first 3 days after purchase. Their customer service is the worse than I have ever dealt with and I promised them I would tell everyone O know about their services. They are relatively new to this area and I don;t think they will be here long. People around here will not stand for shoddy servive and shoddy products., I am disabled and live on a fixed income. The only way I could afford to get a new phone was to sign a two year contract with tmobile and then I was given two free phones.
I hope that anyone contemplateing getting this phone servie take a double take because their products sometimes work right out of the box but if you have any problems be prepared for much frustration and aggravation.. This last phone would not even hold my WiFi connection. I would connect it and five minutes later it was down again...
and several times that I called they would pass me from one department to another, an hour and a half on hold and then when you would get a so called supervisor they would hang up on you or provide some condescending remark.

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Comments

4866 days ago by [email protected]

I want to add that I went to Firefly.com and they could not have been nicer. I needed to get my monthlly bill as close to the Virgin Moble and then my husbands phone bill if at all possible, The total for the two of us was $110 a month. So this poor guy on the phone with me sat patiently helping me pick out phones and services for three different companies before I had something I could live with and then I needed to talk to my husband so he called me back in 2 hours, still needed more time so he called me back again in an hour. FOLKS THAT IS WHAT EXCELLANT CUSTOMER SERVICE LOOKS LIKE. The attendant did not have to help me work through all of this he could have just told me to call him back once I had worked it all out. But he didn't, HE WENT ABOVE AND BEYOND WHAT WAS EXPECTED OF HIM... THANK YOU LORD FOR SOME GOOD PEOLE IN CUSTOMER SERVICE STILL BEING AROUND...