"Good plans, horrible customer service."2.5 starson 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.