
Jessica of Hampton, VA on July 23, 2010
Well, I'm just explaining the experience that I have had with virgin mobile only when there's something wrong with my phone. This is just the past few months not counting the other years that I have been with virgin mobile.
Let me start off to say that I bought my phone from Wal-Mart for 50 dollars and it came with a year warranty. Since, I have got this phone, it's going on my sixth time if it happen again and one of them I paid for again because it had barely made the warranty date. I always pay my bill, sometimes it might be a little late but they get it and I know its not a contract phone but I pay a lot of money for my services a month, which I wont mind if i can get some better customer service.
Second thing, my picture messaging wasn't going through because it was stating that I needed to put money on my account and then it would work. I have unlimited. This was a problem that I didn't think was a technical problem that they could do themselves. So, they sent me to technical support and told me they had to handle it.
They told me that I had to wait three days and they are going to call me back and if I didn't hear from them then to give them a call. So of course, I called back like I always do in that situation. The representative told me that they're still working on it and that a storm hit. As they are telling me all this, I keep asking them do they understand what my problem is. They always answered yes and kept going. They told me to call back in 24 hours if I didn't hear from them.
They tried to tell me one more time that I had to wait 3 days all over again. I got upset at this point because I feel like nobody is really listening to me and they don't really know what my problem is, so i think about something. Just ask them to tell you what your problem is so you will know that they got it right. So, when I ask the lady can she repeat to me the problem that I am having (I said it 3 times). She said, "Yyour picture mail is not working." That's when I knew that they really didn't know.
After explaining to the representative what my problem was, over and over. She reset my account and the problem was fixed. I went through all that waiting for nothing. And that was on the 17th of July of this year. I got that handled a few days later my phone gets turned off because they didn't get my phone that was messed up (they just had to switch my phone again). The representative told me that, if he had seen the tracking code in the system then he could turn my phone back on.
He didn't find it, so he told me that I had two options. I could give them 25 dollars for price of half of the phone, or I could just wait with my phone off until they get the old phone back. I suggested that they just turn my service back on, right then and there and give me a courtesy of 2 to 3 days and if you still don't get it, turn my service off.
I knew that I had put the phone in the mail and I never gave them problems with not returning my old phone.He hung up on me.I spoke with another representative, she stated that there was nothing that no one could do, kept putting me on hold and I kept getting hung up on. I kept calling back, I asked to speak with only supervisors at this point, even they hung up on me. I was advising them to just look at my past account with them. I'm not getting anything and this is from supervisors.
Finally, I call and talk to a customer representative, he asked me my number and my v key and asked my problem. From that point on, took care of the whole situation. He put me on hold, looked at my account and all my notes from my experienced I had. He turned my service back on and said, I have been a good customer and apologized for all the other people I had spoke with before.
All that took no longer then 10 minutes. It took me over an hour and a half to deal with this. Now out of all trouble I went through, all I want is an upgraded phone the loft or the rumor touch (the rumor touch is the same price that virgin mobile cause me to loose). I have been with them for almost four years that's all I ask from them for my hard times. Thank you for hearing me out. I hope we can work something out.