Posted by XtremelyDisappointed
My husband and I have been with Virgin Mobile for 7 years. We have never had trouble until now. I purchased a phone as a surprise gift to my husband and it has turned out to be a total nightmare. On March 24 we received the phone and it didn't work AT ALL (no sound, no picture). I called that same day and told customer support about it. The support tech told me to send it back in the envelope that came with the phone. I asked if he meant the envelope that goes to the recycling center in KY and he said Yes, the envelope that came with the phone.I verified this with the agent twice because it just didn't seem right, and he confirmed that was the right thing to do. So I wrote the RMA# on the envelope in permanent marker and the next morning my husband put the phone it in a USPS dropbox on his way to work. When I received the replacement phone later that day (Mar. 25th), I noticed that there was a special envelope along with the new phone. I immediately knew the agent told me to use the wrong envelope so I called VM tech support again and told them what happened. They assured me it was ok and that they would take care of it. HA!!!!!!
May 7th my husband received a text messages on his phone informing him that his service was going to be suspended. I called VM tech support to find out what was going on. They said I hadn't sent the defective phone back, so they were going to turn off service. I explained the situation, the agent found the notes in their system and said the agent I talked to in March didn't assign a case # to the account. If an issue isn't given a Case #, it is like there isn't any issue! So this agent assigned a case # and said to call back the next couple days to check on the case. I do what she says and a couple days later I'm told that someone will call me back, I don't have to call back anymore. I should just wait 24-48 hours. (Just so everyone out their knows... if an agent tells you to wait 24-48 hours, it means "We aren't going to do anything except make you call back, speak to a different agent, repeat yourself 2-3 times and get tell you to wait 24-48 hours AGAIN!" It is a vicious cycle. Also, if someone says they are going to call you back, DON'T believe them. You are NOT going to get a call back - they are just trying to get rid of you!!)
Unfortunately, I was still an uneducated customer at that point and believed them.
Six days and numerous calls and time wasted later, I find out from another agent that the Case given to me was assigned the wrong code and I've been talking to the wrong team for the past 6 days. He assigns me a new cast # with a different code and says someone will call in 24-48 hours. Yep, I still believed them.
3 days later and no call back, I called in and found out that the case had been closed because they still hadn't tracked down the phone. Did anyone call to update me about this?? NO!! The new agent created a Follow Up case # and said that it is marked as Top Priority. I'm told that I have 2 options, 1) Wait until they find the phone, or 2) pay the $65 which is what the phone cost. Now I am livid!! Why in God's green earth would I pay for a phone that they sent us that didn't work in the first place and then told me to send back in the wrong envelope?? I get off the phone with that agent and call back in, the next agent seems to take me a bit more seriously and says she will have her supervisor call me back in 1 hour. HA HA HA HA Nope - no call back!!
It is a week and a half, over a dozen calls back to VM, 16 agents and too many hours on the phone to keep track of anymore, later; and we are still in the same status as we were a week and a half ago. The lack of knowledge, initiative, determination and time Virgin Mobile agent put-forth is beyond comprehension. The adamancy these scripted agents have about following processes and procedures to find a phone that doesnÃ?Æ? work, and lack of empathy and consideration to reinstate our service - even though this entire situation was caused by numerous mistakes on Virgin Mobile part - is unbelievable. It makes it very clear to my husband and I that a $65 phone that is useless is more important to Virgin Mobile that 2 loyal, long-term customers. Or should I say two 'former' customers. If this isn't resolved by Monday, we will be switching to a different cell provider!