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Dear Virgin Mobile,

Strike One: My phone was ordered from your website on November 10. It was not shipped until November 19. The upgraded shipping was a nice "whoops, we frakked up" touch, but would have meant more had you told us in the first place that it was on back order. Y'know, so that we didn't look for it in the mail every day starting in that 3-5 day basic shipping window.

Strike Two: When the phone arrived on November 20, I was unable to activate it. This turned out to be because your system showed the serial number as belonging to an existing account. Your rep told me that she was "opening an investigation," and that I would get a call back about it in 24-72 hours.

Strike Three: When I called back today, it turned out that no ticket had been opened, and I spent another half hour on the phone with the hapless rep who had to hear this whole story and (allegedly) open an actual ticket. For which I do actually have an ID number this time, so there's that. We'll see.

In the interim, I've paid one more Verizon bill than planned, and spent the last twelve minutes of the call on hold while Hapless Rep attempted to get a supervisor on the line so I could request a credit in consideration of the delay. No supervisor materialized (Hapless Rep came back on to check in with me three times to see if I was okay with continuing to hold), and I eventually settled for having her make a note on the ticket that I am makig said request.

Keep in mind that all of the above has occurred BEFORE YOU HAVE PROVIDED ME WITH A MICROSECOND OF ACTUAL SERVICE. Once you get me up and running, your service had better be STELLAR, or it's going to take you a long, long time to climb up out of that hole you're starting in.

Just thought you should be aware,

[Here endeth our First World Problem of the day.]


( 9 comments — Leave a comment )
Nov. 23rd, 2010 09:00 pm (UTC)
Is it too late to send the phone back and sign up with CREDO Mobile instead? In my experience, their service is stellar.
Nov. 23rd, 2010 09:14 pm (UTC)
Never heard of 'em, but good to know.

It's not too late (no contract involved, and the phone is returnable for 30 days), but the choice was the result of a LOT of research and waiting about a year and a half for an appropriate plan to become available at a price worth chucking our current extremely inexpensive (but also very bare-bones) grandfathered Verizon plan.
Nov. 24th, 2010 09:08 am (UTC)
CREDO Mobile.

I became a customer when they were Working Assets Long Distance (as in, landline long-distance calls). One thing I really like is that they're a nonprofit. Part of their revenue goes to a variety of worthy causes (both charitable and liberal social activist), and customers get to vote every year on which causes to support. They use the Sprint network, so coverage is nationwide.

One of the bonuses for signing up is that they send you coupons for free pints of Ben & Jerry's ice cream.
Nov. 24th, 2010 09:44 am (UTC)
Looks very cool. They start at almost twice my budget. *wry g*

Thus proving once again that you get what you pay for!
Nov. 23rd, 2010 10:39 pm (UTC)
Wow...they are messing with the wrong Consumer Bitch!
Nov. 24th, 2010 09:45 am (UTC)
I'm still giving the benefit of the doubt that it'll fall out in an acceptable manner. *wry g*
Nov. 24th, 2010 01:10 am (UTC)
FWIW, I've used Virgin Mobile for...5 years or so? Bare bones phone, minimal minutes/month (which is why I do pay-as-you-go). I've found it pretty easy to navigate, but I don't think I've ever needed to speak to a rep for anything. Easy to add minutes online, and pretty good connectivity most places in the U.S. I am about to upgrade to a slightly nicer phone (maybe a $20 one!), just because mine is worn out. We'll see how it goes, transferring my account to the new phone.
Nov. 24th, 2010 09:47 am (UTC)
As long as your new phone is actually new, my hunch is you'll be okay. I think this is just a weird problem they weren't prepared to deal with.

Unfortunately, coming on top of the late delivery and the screwup with the first trouble ticket... well.
(Deleted comment)
Nov. 24th, 2010 09:55 am (UTC)
My plan was to do the activation online. (And we would have picked it up at Best Buy, but that required a trip to Best Buy. In all the busy lately, the 3-5 day shipping time seemed the better option.) Then it told me the serial number wasn't a real one. Then I tried to activate it through the phone itself, which promptly did NO account signup steps, and flashed me a number with a 708 area code. Then I called and headaches ensued. *sigh*

I'm giving the benefit of the doubt that it'll come right in the end, and that this is just a weird problem that is throwing people for a loop. But the multiple screwups are not doing good things for my goodwill.
( 9 comments — Leave a comment )


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