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Lunch » Tags » Technology » Reviews » Virgin Mobile No Contract Wireless Service and Rumor Touch Phone » User review

For God's Sake, Can't Anyone Get It Right?

  • May 19, 2011
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In March, we decided to get our daughter a cell phone for her 12th birthday.  I decided on a Virgin Mobile No Contract Plan which consists of unlimited web and text (my daughter would rather text than talk) and 300 talk anytime minutes for $25.00 a month.  We picked out a cool LG Rumor Touch phone.  I liked her phone so much I bought one for myself.  We both have been satisfied with the phone itself, until a neighbor's dog got hold of her phone and freakin' ate it.  Now here comes the true test of how well a company is run.  Time to call Customer Service -- Oh My God....

I spoke to a lady and explained what happened; we only had the phone for 2 months and it got chewed up and destroyed by a neighbor's dog and I wanted a replacement.  She just could not grasp the fact that the phone was mangled...."Well what doesn't work?"  My reply is "Nothing...it is destroyed".  "Are you able to get a picture on it?"  and  "You mean you can not see any icons on the screen?" were the next five questions she asked.  Yes, I said 5 because that's how many times she asked me after repeating to her the phone was destroyed by dog teeth.  "Have you tried troubleshooting it?" was her next question.  My reply was this (and things are getting a little tense on my end) "No, seeing as how NOTHING works on it 'cause it's mangled, no, it can not be troubleshooted!"  Wanna know what her next question was?  "Have you tried turning it on and off to see if you can troubleshoot it?"  OK - that does it, now I'm angry!!  I lost my temper at her stupid question -- (can you blame me?  We have been on the phone for 15 minutes now) -- my reply is "You are NOT listening to me!  The phone is MANGLED -- it's DESTROYED -- it got EATEN up by a dog -- there is NOTHING left of the phone to try and troubleshoot!  Do you understand the phone is in PIECES?"  I assumed she got the point this time, because she asked me where I got the phone, I told her, and she said to take it back to the store to get a replacement  phone.  I felt better.......

...until I realized this was her subtle way of ending our conversation.  The store could not take it back and replace it themselves because the 30 days had passed to return it.  This was understandable.

The next day I got my hubby to call them back, cause I did not want to deal with Customer Service again.  He called, explained the whole situation, and that Rep said they could do nothing about it; they would not replace it.  Explaining what the first Rep told me was doing no good, so they transferred us to another Rep.  They all said the same thing...we can not replace it; you will have to buy a new one.  OK then, I need to cancel our service to that phone (I did not have $100.00 and REFUSED to buy another phone) so we got transferred again.  After explaining to this Rep why we wanted to cancel the service, he replied "Oh we will send you a replacement!" 

Did they?  Well, yes and no.  They sent us only the FRONT of a Rumor Touch.  Try and stick a mangled back-of-the-phone to the front of a normal phone and see what happens.  Not to mention that some of the keys on the keyboard did not work.  Time to call again!!  My hubby called them again, explained the situation, and they said they would send another replacement.  Kenny made it very clear to them that we needed the WHOLE phone, and they assured us they would send one.  Got the package today, and what was inside?  The FRONT of a phone....again!!!   I am assuming right now that we are dealing with idiots.  I have now sent them an email, and am waiting for a response.

My rating of  +3 is actually for the phone and the plan itself; but to rate the quality of the Customer Service would be a definate -3.  In the meantime, I have already paid for her month of service and she can't even use it.  And if you're wondering why the neighbor does not pay for a new phone?  Well, that will never happen because there is a conflict of how her dog actually got a hold of the phone.  I know how the dog got it, but I can not prove for a fact that it was not my daughter's fault..so that's the end of that!!

Would I recommend Virgin Mobile?   I really like the phone although the sound quality is not the best.  It has a music player on it, and the phone is easy to use.  The web is slow on it because it is only 3G, but that's OK because I don't really use that.  There are no free apps with this at all-----you want a new ringtone or game or other app, you have to pay for it.  Needless to say I have boring ringtones.  I tried downloading free ringtones from other companies, but they will not go through or work.  The Plan itself is a good one if your credit will not allow you to get a really awesome phone and plan.  And I like the idea of no contract.  Basically, I just need a phone to text and chat on, and this one is good for that.  The Customer Service sucks totally.  You may be OK as long as a huge hungry dog with fangs doesn't grab your phone!!  Wish me luck........
For God's Sake, Can't Anyone Get It Right?

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May 24, 2011
Wow, so sorry to hear that Brenda- major bummer about the neighbor and Customer Service :( Thanks for letting me know though cuz the hubby was going to get a Virgin Mobile phone instead of his T-Mobile. I think I'll let him know to just hang onto his phone!
May 24, 2011
All in all the phone service is good; just the Customer Care that needs improvement. I did eventually get the whole replacement phone. I found writing an email was more productive than speaking to the Rep on the phone!!
May 25, 2011
Isn't that crazy? It's this generation- we're more email friendly than phone friendly. You're more likely to get a quicker and more efficient response from an email. Strange but, true! I'm glad you got the whole phone!
May 25, 2011
Thank you Sam; it is a shame isn't it!
May 19, 2011
sorry about your ordeal, Brenda. These days it is always who you get to take care of you. Bad training and bad people are always around certain companies, I wonder why some are still around given the stunts they've pulled. Calling the Better Business bureau or an elite supervisor can help you....failing that, you can always threaten them that you are going to super-glue their toes LMAO!
May 20, 2011
You and Scotman hit it on the nose; bad training. I was a Customer Service Rep at one time for an internet company, and I made it a habit to consult someone else if I did not know the solution to their problem; never be afraid to admit you don't know the answer. I learned this being a Medical Assistant; people's life are in your hands and you can't afford to make mistakes. This is just my way of dealing with people, and I guess I expect other CSR to be the same. Fortunately, I had good training at that job which helped lots. Another thing that gripes me are the people with heavy accents; I have nothing against foreign people at all, but damned they can be hard to understand on the phone especially when they talk a mile a second and mumble. Anywho, I am expecting the phone backing and the battery in another shipment - if they fail, you can bet I'll threaten to glue their toes together! LMAO -- you're my sunshine; you always make me feel better!!! Thanks for the read and comment Woo--very much appreciated.
May 19, 2011
Oh wow, what an ordeal! Sounds like they have to button up on their customer service. For $25 a month though for web and text, plus minutes -- not bad... I pay 4-5 times as much for my iPhone :x Sorry you had to go through this, but I'm glad to hear they're at least willing to partially replace it. Thanks for sharing your story!
May 20, 2011
Thank you Devora; for your comment. I am now expecting the phone backing and battery in a separate shipment according to the response to my email. I'll keep my fingers crossed!!
May 23, 2011
Good luck! Would love to hear an update on how it goes. I happen to love most other Virgin things and hope this has a good outcome :)
May 23, 2011
As a matter of fact, I just received the rest of the replacement phone today. They sent the front for the second time, after I emailed them they said the battery and the phone backing were shipped separately. I received both and now Brandi has a whole new phone!! Yeah!! I like the Virgin stuff (I have Broadband to Go as my internet right now), but they need to work on phone skills and customer contact. All in all though, the outcome was good. Thanks for asking Devora!!
About the reviewer
Brenda ()
Ranked #70
I love to read mysteries and thrillers; I am addicted to scary psychological thrillers and horror movies; "The Exorcist" and "Silence of the Lambs" being 2 of my favorites. I love … more
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