Virgin Mobile

Virgin Mobile's customer service, unacceptable!!

Whiz Kid

Virgin Mobile's customer service, unacceptable!!

Recently bought an I-phone from Virgin Mobile and tried to activate it on my own through the website, what an exercise in futility! The website malfunctions, even when you put your serial number/IMEX number in correctly and then confirm. Keeps replying with question marks. I then tried to email customer service through the website, TOOK OVER 36 HOURS TO GET A RESPONSE!! Also tried to contact live customer service representative through their toll-free number, there is NO PROMPT FOR SUCH!! In the meantime, I wanted to get my phone activated since I already had switched from a pay-lo to unlimited plan, thinking that might be the problem. So I ended up going to a Virgin Mobile dealer to get them to activate the phone, charging me $25 in the process, since I didn't buy the phone from them. Can't fault the dealer, they need to make a buck here. When I finally did get a response from the Virgin Mobile customer service team, they said I had already contacted service and there didn't appear to be a problem. Well yeah, duh!! I did so through a third party, which with a proper functioning website and access to live phone help during customer service hours, this would have not been necessary. I asked for a $25 credit on my service for something that should have been free and I was denied my request. WORST CUSTOMER SERVICE EVER!!! I would not recommend Virgin Mobile to anyone and will probably switch carriers due to ridiculously unacceptable customer service. 

4 REPLIES 4

Re: Virgin Mobile's customer service, unacceptable!!

next time use there customer service on facebook 

Master

Re: Virgin Mobile's customer service, unacceptable!!

Even there it's awful. It's all bots who end up telling you to call while taking hours to reply to concerns.
Whiz Kid

Re: Virgin Mobile's customer service, unacceptable!!

At this point it seems non-existent! I have had my new phone for 8 months and still can't get it activated and can't return it! I'm so bummed and upon several attempts to contact them, I still got no help. I found somewhat of why answer all in the reading I did. But it took a lot! And I work 3 jobs so time is right! ZUGH!
Agent

Re: Virgin Mobile's customer service, unacceptable!!

Hi there Faithkins. We do apologize for this inconvenience and we definitely want to look into this. Please send us a private message with the details of the phone and we will look in to it immediately. Victor21