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

Mon Jun 25 17:20:12 UTC 2012

How about writing to the Atty. Gen. of your state 

-----Original Message-----
From: blindtlk-bounces at nfbnet.org [mailto:blindtlk-bounces at nfbnet.org] On
Behalf Of Sean
Sent: Monday, June 18, 2012 6:14 PM
To: Blind Talk Mailing List
Subject: Re: [Blindtlk] Virgin Mobile USA: Faulty Products, Horrible Service

Hey Chris.

I finally got a response to the email to Virgin Mobile I posted to this
list about. It was just the usual script: "Please accept out apology. We
take these complaints very seriously and are doing everything we can to
make sure it doesn't happen again, blah blah blah." What a surprise, huh?
I'm going to respond with another email. As you suggested, I'll also try to
get a hold of a CEO email address or any other higher-up I can find. Not
that I think anything will be done, but letting them all know how inept
their company is will make me feel better if nothing else. They also used
to have a Q&A forum where anyone can post. I was going to post my email
there for everyone to see, but I haven't been able to find it again. Maybe
they took it down after receiving more complaints than questions. I
wouldn't doubt it. I'm thinking of what else I can do and am open to other
suggestions people may have. At least one person I know of has ditched
Virgin Mobile USA and I have convinced at least a couple others who were
thinking about Virgin Mobile not to go with them. That has helped. I'll
continue to divert business form them as much as I can.

Cricket will be coming out with a prepaid iPhone plan at the end of the
week. I've already pre-ordered one, so I should be getting it no later than
next Monday. One reason I went with Virgin Mobile was because they're a
prepay company. I don't want to have to deal with long contracts. The
iPhone seems to be real good about accessibility from what I've heard, so
hopefully I'll have better luck with Cricket.

Take care.

Sean

On Mon, Jun 18, 2012 at 9:36 AM, Chris Nusbaum
<dotkid.nusbaum at gmail.com>wrote:

> Hi Sean,
>
> Wow! I'm sorry you had to go through all of this! I have no firsthand
> experience with Virgin Mobile, as I have always used Verizon. You might
> want
> to send a complaint to their CEO or another high-up at the company,
> although
> I'm not sure how far you will get with that considering what you've
already
> told us about your experiences with their tech support reps and so-called
> supervisors. If this doesn't work, I encourage you to switch to another
> carrier. My recommendation would be Verizon. This is because I have had no
> problems with their customer service, as well as because they have a good
> selection of phones, including ones that are accessible out of the box
> (both
> the iPhone and a traditional phone called the Sampsung Haven,) and I've
had
> very little problems with dropped calls when using Verizon. Please keep us
> posted as to anything you hear back from them!
>
> Chris
>
> -----Original Message-----
> From: blindtlk-bounces at nfbnet.org [mailto:blindtlk-bounces at nfbnet.org] On
> Behalf Of Sean
> Sent: Sunday, June 17, 2012 7:12 AM
> To: blindtlk at nfbnet.org
> Subject: [Blindtlk] Virgin Mobile USA: Faulty Products, Horrible Service
>
> 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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