[Blindtlk] Virgin Mobile USA: Faulty Products, Horrible Service

[Aisha aka Mandi F]

I have virgin mobile and had no problems. It sucks that you had.
I am waiting for them to support the iPhone, which is happening on the 29.


Sent from my iPad

On Jun 17, 2012, at 7:13 AM, "Sean" <s.p.lundy at gmail.com> wrote:

> I recently bought a Motorola Triumph smartphone from the prepay cell
> provider Virgin Mobile (owned by Sprint) for about $300. This phone is
> supposed to include a feature called Zoom Mode, which acts like a
> magnifying glass by dragging it over the screen. For some reason, Zoom Mode
> wasn't installed on the phone they sent. After having to wait three days
> for a response to my email, they finally offered to send a replacement.
> Unfortunately, the replacement phone had the exact same defect. I had to
> wait three more days for Virgin Mobile to tell me to call their tech
> support, which I did. There was nothing the tech could do, so he asked for
> a contact number and told me he was going to escalate and that they would
> get back to me within three days, which to my knowledge never happened.
> 
> They claim to have a 30-day money back guarantee, so a couple days ago I
> called them to inquire about sending the phone back and getting a refund. I
> was told that I couldn't get a refund for a replacement. Long story short,
> I ended up getting yelled at by one rep (whom I couldn't understand half
> the time because of his bad English) and hung up on by a supervisor (whom I
> also could barely understand for the same reason) after I explained that
> both phones had the exact same defect. The problem was on their end, not
> mine.
> 
> The supervisor told me they tried to contact me on the 9th. Even if this
> were true, I originally called on the 3rd, so it took them six days to try
> to notify me instead of the three the tech advised me it would take. I sent
> an email to Virgin Mobile to tell them how disappointed I was. describing
> in detail everything they had done wrong. I explained that I was legally
> blind and I need Zoom Mode in order to use the phone to its full extent, so
> if they had sent a notification by text, there's not really any way I could
> know about it. I made a comparison to telling a paraplegic that he would
> have to walk up the stairs to get to a wheelchair.
> 
> I have yet to get a response from Virgin Mobile. For every email I've sent
> so far, I've gotten an auto-response saying I will hear back within 24
> hours. After about three days, I finally get an answer with a script
> apology, saying they took so long because they've been receiving more
> inquiries than expected. Maybe they're getting inundated by emails telling
> them how great their service is LOL.
> 
> I don't expect to ever get my $300 back from Virgin Mobile USA. I'm just
> doing whatever I can to advise those who need adaptive technology, and
> everyone else for that matter, against this incompetent, unethical company.
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