It's rare that I write notes on personal experiences, but when it happens, is that I'm really exasperated. And this is the case today.
I will deconstruct the Virgin Mobile Customer Service.
It all started in late July, I wanted to change phone (after almost three years of loyal services rendered by the iPhone). I was already at Virgin Mobile monthly plan but just basic web without and without obligation. Customer Service contacted me about whether I want to change. I told them I will think about their proposal. On July 28, and they remind me to do it quickly and under pressure, I give a wrong zip code (75017 instead of 75016, which is just across the street) ... It, I realize later .
I must receive the phone two days later, on July 30. Nothing, not a week later, 2, 3, 4, 5 ...
Meanwhile, I phoned several times to Virgin Mobile that gives me my number package tracking. I go several times over the following weeks after the post office closest to my workplace (where I had to deliver my famous Galaxy S2). It gives me a No (3631), who tells me not much on the supposed location of the package ... A if I learn that it is the sorting center nearest you, waiting to change the postal code. I had already stated several times the right and Virgin Mobile, and the Post Office.
In early September, the Post finally I file a No worthy of the name (that of the SAV Colissimo rather effective). The service tells me to learn the next day and I have a mail stating that my package was lost. It would not surprise me ... :/
I send this mail not to Virgin Mobile story that they know and make a claim. In response to this mail, I have a totally inappropriate response ... And of course several Virgin Mobile Angels, very handy for tracking file ...
In short, I finally lost patience when I see and get a levy of € 141 in my account (phone + ticket value of August), I am opposed.
Frankly, you would not have done the same? Once we paid, it's over for the consideration of our needs.
My faith, I will not pay for a product that I have not received a subscription and I have not enjoyed, if??
What I had not been there!
Two days later, I realize that I can not make calls, very annoying ... So I call my Virgin set (nice ...), I was told that nothing can be done and that the Service Quality must m to call. I had already said that three days ago.
And for once, I was super legit and warned by mail that I was opposed and had forwarded the mail Colissimo.
Finally, the fifth day, this is not the Quality Department who calls me but my line is completely disconnected (not even receive calls). How do you want, from there, as rule Virgin our different calling me (since my line is not even available)? Better and better!
This is a phone operator who takes into consideration not only the needs but also mails information to its customers ...
Result:
- Lost a lot of time in diverse and varied communications (face to face, telephone, mail)
- The money lost in communication overtaxed Virgin
- Buy a prepaid kit at La Poste (at least to help out, luckily my iPhone was unlocked)
- The legal department of Virgin Mobile finds nothing better than to give notice and threaten me to pay the amount due + the amount of subscriptions to the end of my commitment, bah yes, for that be on the back of thunes cheated consumers, as many go to the end!
- Icing on the cake so to speak: I find myself capable of being enclosed in a file that is accessible phone operators pretending to be dead beat and thus potentially cutting me any opportunity to subscribe normally ...
Nice program!
And, working in the e-commerce and have therefore taken some information, it turns out that according to my legal department:
1. Virgin Mobile has no right to cut me my line without telling me, in the wild. They should have to contact me before to find a solution: cancel the sale and make me switch back to my original plan to 29 € the time I receive a new phone ...
2. I never had the benefit of the statutory period for withdrawal because I never received the parcel
2. because I never received my package, the sale is supposed to be null and void. Commitment is worth to receive the package.
Moral of the story: Virgin, "begin to be plucked," be relaxed because the mobile is their corporate culture, their culture by customer!
