Virgin Mobile
Left with a dysfunctional phone and no remedy in sight

Everything was going fine until my Kyocera Switch Back phone started to shut itself off and turn itself back on mysteriously — haunted by the ghost of Kyocera, I used to say. Since I had ordered the phone from Virgin Mobile and it was under warranty, I called Virgin Mobile's customer service. The first call that I made left me to interface with someone whose English was unintelligible, and he told me to buy a new phone. I called again, and the second representative told me to buy a new battery. When I told him the phone was under warranty, his response was, "That doesn't matter." I called a third time and was finally transferred to a representative who proposed that I send in the telephone and that I would get a replacement phone. This procedure actually worked, but as I was to learn, I had not solved my problem yet.

No sooner did I get my new phone, I tried to program it by downloading ringtones. I then discovered that I could not do so because I got a message: "Network Unavailable. Retry Later." I got this message if I tried to check my account balance as well. I called in to customer service, hoping to get assistance. I was told that an investigation into my case would have to be opened up and pursued. That was on January 8. To date, the problem has still not been resolved. Calling customer support is in itself a nightmare, as I have to navigate through a maze of recorded questions and give answers that will give me access to a live advisor, even though the answers I give are not really relevant to the problem at hand. On the last call that I made, the representative instructed me how to reboot my phone and told me not to use it for four hours. I did as I was instructed, but the reboot did not reconnect me to the network. I am despairing from this situation; will I be forced to change providers now?

Company: Virgin Mobile
Country: USA
State: New Jersey
City: Warren
Site: virginmobileusa.com

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