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

Tue Jun 26 01:38:44 UTC 2012

I'll look into that. Thanks.

I've been in an email battle with Virgin Mobile USA, and guess what? They
finally offered me a whopping 100 extra minutes for one month for the
"misunderstanding!!" Yea, that'll do a me a lot of good, since I've
switched companies, and it does absolutely nothing to correct the original
problem anyway. What a bunch of idiots!

On Mon, Jun 25, 2012 at 11:20 AM, Gary Wunder <GWunder at earthlink.net> wrote:

> 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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> >
> >
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