Virgin Mobile Broken cell phone London Kentucky

This letter is to complain about service I recently received from Virgin Mobile. I ordered a telephone directly from Virgin mobile's website. I received a defective phone and it was replaced with as second phone. The second phone was defective right out of the box, however, I could call and text with it. I called to report it malfunctioning the day I received it but I kept it and requested a different but comparable model phone.

After months, many hours on the phone, and speaking to several customer service representatives, floor supervisors, and managers I indicated that since I had not gotten a response to my request I would like a better model phone as compensation for the delay, the hours on the phone, and terrible customer service. An issue ticket was created and I was supposed to get a call back from manager. They also offered a $100 credit for switching providers. I had to call 4 times over a span of 6 weeks to get this credit when in the initial call I was told it would only take 30 days to have the amount credited to my account. Weeks went by and I never received a phone call. On October 25^th, after about 2 months and about 10 hours of cumulative time of being on the phone, I dropped my cell and it no longer worked. I spoke with Vick a Lead Specialist Supervisor who said that because I broke the phone I could not get it replaced by even the same model phone. I explained the phone was malfunctioning out the box and because of their 45 day replacement guarantee I should at least be able to get the same model phone because I had reported it not working properly the day I received it and it was Virgin Mobile’s fault it had not been replaced because I had not been called back by the manger looking into providing me a better model phone. He offered $45 to replace a $200 phone I purchased that never worked properly. I accepted because Virgin Mobile wore me down, it was a war of attrition they won. This seems to be their approach on customer service. This conversation has a reference number of I406930285. I asked Vick for his employee # which he refused and also refused to give me his manager’s name. On October 28^th, I spoke with floor supervisor Kay, employee # LS974579 our conversation reference number, which she did not want to give, is I408803977. I advised this was the last opportunity before reporting them to this agency. She stood by what Vick said and advised I could do what I wanted.

Vick treated me like a child. I had to explain my problem to him several times because he did not seem to be listening and therefore asked me the same questions repeatedly. He was very confrontational even though I was frustrated he treated me with no respect, something I provided to him.