- Report: #1142390
Report - Rebuttal - Arbitrate
Complaint Review: Virgin Mobile
Virgin Mobile Virgin Mobile USA Bad 3G service, for more than one year. Never resolved. Refuse to keep their own promises. Warren New Jersey
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Before March of 2013 I bought their HTC Evo V 4G (I had bought into Virgin Mobile's Pay-as-you-go prepaid service since 2011). Since the very moment I activated the phone The 3G service hardly ever worked. Based on their website, their coverage maps show that there is coverage for almost every single meter of town. Also, SMS messages occasionally fail to be delivered to or from me. I moved to the other end of town hoping that it would resolve the problem; it never did.
I called them almost every single month since 3G fails 95% of the time. They never fixed the issue. When I would speak with tech support and they could not fix their own problem, after making me power off, remove battery, update profile, update PRL, update software, do factory reset many times (and I even voluntarily switched phones temporarily), they were never able to fix the problem. They would even refuse to escalate my case after failing to fix it. They would tell me 'we are doing maintenance on our towers for the next three days.' I would call back minutes afterwards and they would tell me 'there is no problem with our towers, we are not performing maintenance on our towers.' They did this to me several times. Lie set number one.
I had decided to start an online store thinking I could use my new smartphone to manage it. What a disappointment. I lost money instead of making any.
After escalating my cases, they would keep changing the escalation numbers every single time and then, they would refuse to transfer me to the higher tier. They would keep wanting to troubleshoot it themselves again and again.
They would offer me a refund for the month I had bad service. Other times they would offer refund for less than what I payed (I was buying their $45 plan for my smartphone). Other times they would say 'we cannot offer any refunds.' Lie set number two.
During one of these calls, I was even told 'we can give you a retroactive refund since the time you started having problems with our service. They will just need to do a calculation of when you started having problems.' I told them on several occasions I wanted the retroactive refund they themselves offered to me but they refuse. Lie set number three.
I made some calculations of how much money I have lost with them and it came out to approximately $500 (paying $45 a month almost every single month). I have told them that I will be closing my account with them after they give me the refund they themselves have promised and they said “We are sorry for your disappointment and would like to keep you as a customer. What can we do to keep you as a customer?” I requested that they give me my retroactive refund, at least $300 (which does not include the pain and suffering they have caused), or a Samsung Galaxy SIIII. They obviously refused, like they always have.
At one point they offered to give me a money credit for the phone that they were about to offer; Galaxy Ring or the VM AWE. I told them I would think about it and would call them back. The technician said “It’s OK. Call us back when you have made the decision so that we can apply the credit.”
I called back telling them that had done a comparison with my phone’s specs and on how much money I have lost with them and that I did not want the inferior phone they were offering. I requested to speak to the main floor manager (Adriana) she said that the only options I had were to accept the offer or get the same model phone (which is the same type giving me problems). I told her I could not accept those inferior offers and wanted to speak to her boss. She said she was the last person I could speak to and the only thing I could do was to write a letter to headquarters. She said she could not give me a refund, or a Galaxy SIII.
I told her I would contact the company and complain about this because I have now been lied to by too many people time and time again.
My cellphone is my only form of communication and called tech support on 4/23/2014 to accept the offer they had made to me for the Galaxy Ring. The technician (Eva) completed the process and said I would be receiving it within 24 to 72 hours. I also requested she change my celphone number, which she also did.
I have called once again (4-28-2014) requesting an update on the shipping of the phone offer I accepted, and the tech (Louie) said there was no shipment made and that he could not give me the phone that I was reffering to.
I have come to the conclusion that customer support has been lying to me and now branded me in such a way that they do not honor even their own word to me.
I sincerely hope that you Virgin Mobile really appreciate your customers because by the way your employees have constantly lied to me and refused to honor their own offers, it seems you do not.
Sincerely disappointed & frustrated,
This report was posted on Ripoff Report on 04/28/2014 01:04 PM and is a permanent record located here: http://www.ripoffreport.com/r/Virgin-Mobile/nationwide/Virgin-Mobile-Virgin-Mobile-USA-Bad-3G-service-for-more-than-one-year-Never-resolved-R-1142390. 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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