Can't even get the basics right
My experience with Virgin Mobile has been terrible, and I haven't even used the cellphone yet, although I have wasted 2.5 hours of my life (so far) trying to get service set up. I called yesterday to set up new service with a phone number from another carrier. I went through most of the process with a representative, but when it came time to program my phone, she got a "-1 error" (whatever) which she said was a glitch in the system that would not allow her to program my phone. She told me to call back when my old phone stopped having service and that they would program my new phone, no problem. The next day I had no service on my old phone. I called, as instructed, and was told that the agent from the day before had made a mistake and that they could not start my service and they didn't know when they would be able to. This was not acceptable, as I now have NO service. People can't even leave a message. After a little over an hour on the phone, with much perseverance, I got a supervisor who had someone enter my info by hand, which allowed her to program my phone. She swore that I would receive a text within the hour confirming my service and I would then be able to use my phone. I did get a text 2-3 hours later, but my phone doesn't work. Exasperatingly, I sat on hold for TWENTY MINUTES this evening without ever getting through to a person. And then their hours ended, so I gave up. I will have to call again tomorrow. Who knows how many more hours this is going to suck down? Who knows when (if) I'll have a working cell phone? One thing I do know: I'm not sticking with Virgin Mobile. I understand that mistakes happen, but not answering your phone or being able to fix mistakes is not an acceptable way to run a business. STAY AWAY!