Virgin Mobile USA Complaint - Terrible customer service experience (later remedied)
Resolution Update on 11/24/2007:
Virgin Mobile responded to my complaint and they are working to correct the problem.
SEATTLE, WASHINGTON -- An update about resolution of the complaint that appears below:
Following the incident described below, I wrote a letter to the COO of Virgin Mobile USA about the issue. Today I got a call from Erin, the manager I spoke with once before. She remains both nice and helpful. It seems that my complaints have had some effect and that VM policy is not the problem. I had the misfortune of speaking to a customer service rep. with a bad attitude. I'm hoping that the company will make it clear to the reps that they must not abuse the customers. I get the feeling that there will be some effort made to get that message across.
Since Virgin Mobile was responsive in handling my problem, I want to declare them to be back in good graces. My daughter is enjoying her Virgin Mobile phone and I may soon proceed with my original plan to move other cell service to VM.
If you encounter a problem with a bad VM phone rep then just advise them that they would be much better off simply letting you talk to their supervisor than having you make them famous on my3cents.com and escalate the issue to the COO.
Virgin mobile has the absolute worst customer service I have ever encountered. The reps are rude and seem to delight in infuriating customers. My rep, who would identify himself only as "Nathan" refused to provide the information that I was looking for, had a patronizing and insulting attitude, and refused to allow me to speak to his supervisor or to provide any further identification.
I called the Virgin Mobile office in CA and managed to speak to a customer service supervisor called "Erin". She was nice. She looked at the plan information on the Virgin Mobile web page that I originally called about and she agreed that it was completely incorrect. She promised to send the correct description of the plan by email. So far she has not sent it. She also heard my complaint about "Nathan" and she seemed genuinely concerned about his refusal to allow me to speak to a supervisor or to identify himself. Erin said that she would have a word with Nathan. If I actually get the promised email then I'll be more confident that perhaps she'll do that part as well.
Until I see some results from my second call, my comments above stand. Virgin Mobile apparently does not have any respect for their customers and they clearly demonstrate that through their rude "customer service".
If you want decent customer service then avoid Virgin Mobile.