This is a copy of some of the mail I have sent to Virgin Mobile customer service without any resolution.
I have a situation that your customer service people have been unable to resolve so I am writing to you. I am ready to leave your companyand go to Metro PCS where they have cheaper plans and better customerservice.
I have spoke to 4 different people about this problem and nobody knowswhat I am talking about. I am enclosing a screen shot to show you thepromotion and the number of my referrals in regards to this issue.
I am not at all happy with your company at the moment.
Last month you ran a promotion that promised $50 plus a broadband USBmodem if we had 10 referrals. I had 12 referrals (plus 2 more justtoday) and I have not received my credit or my modem yet. That is 14new customers I have brought into Virgin Mobile since last month. Thatshould count for something.
When I called your customer service to inquire about where my creditand modem were nobody even knew what I was talking about. Theyreferred me to the broadband department and they definitely didn'tknow what I was talking about. For goodness sake, the promo offer isstill on my bonus page.
What kind of company doesn't know about what it is promoting. Where ismy credit and my modem? I am a good customer and I don't like to betreated this way. Your customer service, especially the one onlineform is awful. They either don't respond or take a long time to getback to you.
If I don't get a satisfactory answer by tomorrow I will cancel myservice and switch to Metro PCS where they will be able to answer myquestions in a suitable manner. I am really upset by this situation.
I have two friends ready to switch to your broadband service because of my referral and now I am wondering if it is a good thing to refer them at all. I expected a reply in a timely manner.
I spoke to Ray who connected me to Daniel in Broadband Department. Daniel couldn’t find anything about promo and said he was in the technical department. He tried to help but didn’t find anything. He said he would give me 60 free minutes because of the confusion. I have not seen these bonus minutes show up on my account. I still have the 168 bonus minutes that I had before I called your customer service.
4/9/10: Spoke to Carlos. He couldn’t find the promotion. Transferred me to Cancel Department. Spoke to Maricell. She can’t find it either.
Another problem that I can’t seem to get fixed. My phone started toshut itself down. They sent me another one but it wasn’t the special edition phone (TNT) that I originally had. I was not too happy with the one they sent me but I needed a phone. That replacement burned up and stopped working the same day. They sent me yet another phone and now that one has been shutting itself down. Don’t’ you think that they should have upgraded my phone after all this problem since it is still in warranty. Any other company would have sent an upgrade after two bad phones.
I am disgusted with the whole system that you have. You need to work on your customer service because I am ready to leave your company and I am sure I am not the only one. Customer service is the key to a good business.
4/19/10: Jennifer from HQ Customer Service said she would look into this and get back to me. NOBODY has contacted me and I stil have not received my promised modem and upgraded phone.
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