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"Terrible Customer Service Resolving Billing Error!" on by Shotzi21
Pros: Cheap service
Cons: Horrible customer service resolving billing errors!
Summary: I was recently charged $92.15 for a 19 minute phone call from Florida to New Jersey. This is obviously a mistake, but after trying to resolve this issue, customer service has done nothing and does not give a reason for this charge. I am told repeatedly that they are are looking into to it. They have a terrible rating with the Better Business Bureau. I am sorry I did not check out this company before I did business with them!
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"you get what you pay for" on by nrambo370
Pros: bought the new lg optimus V, nice phone decent 3g coverage and service. i commute from ft myers, fl to tampa and ft lauderdale weekly. i am able to stream audio over their 3g network without interruption THE WHOLE WAY :)
Cons: the 3g network had issues at first, likely due to the popularity of their new smart phones. persistence was key, along with noting the customer service rep's name (make them spell it) employee id (make them repeat it) along with the date and time (make t
Summary: FAR FAR HAPPIER WITH VIRGIN COMPARED TO METRO PCS. at least with virgin mobile, i can call a number and speak directly with a rep.
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"Good plans, horrible customer service." on by leviwarfel
Pros: Phones, plans, signal.
Cons: Customer service, expensive phones.
Summary: When I first joined Virgin Mobile a few year ago, it was fine. I used the Kyocera Wild-Card, and I was content. But not recently it's been getting so much worse. I have a LG Rumor Touch, which is a great phone. But it seems as though I have to call customer service every other day!
They take money out of my account when they shouldn't, and when I call it takes a good hour to get the money back. I had to recently get a replacement phone, which took THREE MONTHS. They had to send out 'an invesigation', they said it would only take 24 hours and it ended up taking a week before I had to call back. Turns out they didn't even send out the investigation request! They then said they put me on 'high request'. And then I called a week later and they said the that when the investigation would call me, which they did two weeks later. Then they finally sent me out a replacement phone! When I recieved it, THE BOX WAS COMPLETLEY EMPTY! Not one single thing in the box. So I had to completley restart the process. After another month of calling customer service they sent me out another one, which didn't work! It was registered to another person! Then after another few weeks of calling they sent me another one, THE WRONG PHONE. I have a Rumor Touch, and they sent me a Rumor 2. So then they FINALLY sent me my replacement phone, which had a huge scratch in the side, and freezes up all the time - but I'm not going to complain to I can save a few more months of my life.
Not only all those problems, but it's hard to talk to the customer service reps. It seems as though non of them speak English, just broken English. They always ask me to repeat what I said, and when I say I can't understand them they get mad and disconnect the line!
I do admit they have a good phone selection, with good pricing. But if their customer service doesn't change soon, I'm going to have to switch to Boost Mobile. -
"Be careful when porting your number!" on by paulckruger
Pros: Nice features, light weight. Bright screen,
Good plan 300 talk and unlimited web, email and text for $25.00Cons: Virgin Mobile has major issues porting. I had to abandon my old number to get a working phone without waiting an unknown number of days.
Summary: Be careful if porting your number...!!!
I bought the Loft and tried to port my number over. The short version, I pretty much had a choice of no phone service at all for perhaps a week or losing my old number.
Virgin Mobile seems to have some MAJOR issues porting numbers. I am not sure it is specific to this phone but my many conversations with them seem to indicate this is the case. As of this writing I had to abandon the port and lose my old number to get a functional phone with a new number. Even though they successfully "ported" my old number to their system, thereby killing my other phone, they are still not able to activate my Loft and can't even give me a date or time.
When I phoned to port I was told 24 hours...but in an hour my old phone went dead and my account was closed. I cannot understand why they need even 24 hours to port when every other time I changed carriers the port took less than an hour and I had service.
My 95 YO mother relies on being able to call me on my cell. I am handicapped and can't afford to be driving around with no means to get help if I should have a break down on the road...and my customers rely on reaching me when I am out of the office. Not having a working phone is not an option.
The phone looks nice and seems to have a lot of good features...but Virgin does not have their act together on this phone with regard to porting.
If you just want a Loft with a new number you can do that almost instantly online...but DON'T try to port your old number to this phone unless you have a spare phone or don't mind being without service for an unknown period of time.
Date/Time of my last contact with Virgin, May 29, 10 AM. They promised to have me working on a new number in two hours. Let's see.
Virgin Mobile is owned by Sprint as is Boost, my former carrier at twice the cost.
Be careful and ask a lot of questions before committing to buying their phones to port your old number too. -
"Customer Services are not helpful" on by Bcohen57
Pros: The company has the cheapest international rate.
Cons: Representatives are having bad attitude on the phone. The wait time for a live advisor is taking too long.
Summary: I ordered a phone on 06/08/09. When I received it, it was a used phone. I called up the company and they sent another one for me right away. After two weeks, I returned my phone via FedEx. The package was returned on 07/01/09 and as of 09/03/09 I still have not received my money back. I called and called, but no results. What should I do?
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