- Report: #1041902
Report - Rebuttal - Arbitrate
Complaint Review: Virgin Mobile
Virgin MobileInternet United States of America
Virgin Mobile Data Failure, Refusal to Refund, Terrible Customer Service Internet
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First, the picture messaging stopped working on LG Optimus Elite about three to four weeks ago. If sending or receiving picture messaging, received error message. Voice issues with phone also began around this time.When I call anyone, they cannot clearly hear me and said it sounds as if my phone is out of range or damaged, but it has full service and is not damaged. The data/Internet also stopped working about three weeks ago. Will connect to WiFi networks, but will not use Virgin Mobile data. Called tech support 7-10 days ago. I was told they could do nothing certain because I was calling from the phone I was experiencing trouble with. They said, however, just to turn it on and off, and that should work. It did not work. I used WiFi temporarily but this became extremely inconvenient, and my picture messaging continued to fail.
Ordered Kyocera Rise to replace LG Optimus Elite last week; hoping this would resolve data issues, voice issues and picture messaging issues. Voice issues seem to be resolved with Kyocera Rise. Still unable to use data or send and receive picture message. On April 8th, I spoke to tech support three or four times. Each time I was repeatedly told to turn my phone on and off and other similar things. I followed each troubleshooting step to the letter and it failed each time. Customer service repeatedly promised to fix the problem then failed to do so repeatedly. Each time I was "transferred" to a different tech support division but was either disconnected or I hung up after 20+ minutes of waiting. On April 8th, I left two Internet messages and two voicemails on the corporate hotline (NOT the customer service number). Received an email with the EXACT same troubleshooting steps I followed the day before. I tried them again but it did not work. I called Virgin Mobile's customer service number to speak to a supervisor. The person I originally spoke to promised my phone would be reimbursed within 7-10 days and her supervisor would credit the past month back to my account. Her supervisor did NOT cancel my service. He refused to do so. Instead he gave me a free month of service which I said I did not want, and tried to transfer me back to tech support. After a 20 minute wait, I hung up as my phone battery was almost dead and my minutes are almost gone.
The issue is STILL not resolved and I am extremely frustrated and disappointed with Virgin Mobile. They may offer cheap plans, but please consider what you are getting yourself into before investing in them. They have terrible customer service and do absolutely nothing to aide with technical issues.
This report was posted on Ripoff Report on 04/09/2013 12:16 PM and is a permanent record located here: http://www.ripoffreport.com/r/Virgin-Mobile/internet/Virgin-Mobile-Data-Failure-Refusal-to-Refund-Terrible-Customer-Service-Internet-1041902. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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