I ordered a ringtone in September and a game in October. My phone could not download either. I had been calling, emailing and text messaging Virgin Mobile about this from the beginning. It took my persistence and nearly four months for this to be resolved. Not only that, my last phone call to them which lasted 34 minutes consisted mostly of me waiting on hold and being asked by two different representatives if I was willing to accept "about $5" instead of what I paid.
I insisted on a full refund, which I did receive. I subsequently filed a formal complaint about their customer service.
The second time I phoned their company to get my phone activation corrected (the first attempt was unsuccessful) I was assisted by an incredibly nasty and downright insulting representative. She was snide and very short with me, to the point I was rather dumbfounded as well as offended. At the end of our conversation I requested to participate in their customer service survey, which was offered at the start of the phone call. The rep turned vicious and snapped "Definitely!" and then actually hung up on me.
While I have spoken with some courteous and efficient people at Virgin Mobile over the months, which I did mention in my complaint, the hassle and negligence I have come to associate with this company is not worth putting up with.
I'm getting a new phone and going with MetroPCS.
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