Virgin Mobile Informative - Truth About Virgin Mobile
I agree, as I have been a CS representative for Virgin Mobile, however don't blame the cs reps..ITS NOT THEIR FAULT!! You want to place the blame, do it with Virgin Mobile, its their policies they follow in order for them to keep their jobs. Virgin Mobile's policies are set up to screw the customer anyway they can, and the reps have no choice as they are limited in their options. Also there are several tiers of service for VM, when you call you start at the bottom of the tier and based on your call and problem you are directed to the right tier. The tiers are as follows: Customer Service Rep, Assists (helps customer service), Supervisors, and Saves (try to stop customers from leaving VM) (Note: when calling to disconnect your service, Saves will intervene and try to make you an offer, it sounds good but nothing special as most of the time its stuff you can readily get from VM anyways, but they try to hype it up like its a gift from Virgin Mobile......crock of crap!!.)Also VM has screwed the employees they do have, how you ask? Virgin mobile was paying the reps around $10 to $12 and hours and now are paying a measly 7.50 and if your real lucky on a few days for a few hours you may get $8.50...how the hell can you live on that?
Now as I said I haven't worked for these scammers for awhile, but I still know people who do and they just sent me the most recent results from the customer service survey...here it is:
The customer's comments: "I have been woefully and financially been misled by Virgin, since purchase of phone. I was told that when I did not pay for the phone service, I just could not use it for that month and if I did not use it or pay for use for two months, I would have to be reinstated if I wanted to continue with Virgin. I did not want to continue and did not want to pay, but someone has been charging my credit card for use of the phone. This is not authorized at all. I was to call in month to month if I wanted to renew the service for the month. When I called Customer Care, I had the wrong pin numbers (missing first two from recall) and was dismissed. I changed my credit card numbers to attempt to convey that I do not want this Virgin service at this time, nor in January, and not likely in February or ever again."
"If I didn't already purchase the phones I would probably use another service."
The areas that were impacted:
Advisor displayed a friendly and upbeat attitude- DISSATISFIED
Advisor displayed a genuine concern for resolving my issue-DISSATISFIED
Advisor offered a clear explanation of options and/or solutions-NEITHER SATISFIED OR DISSATISFIED
Advisor was easy to understand (could speak and be understood easily)- NEITHER SATISFIED OR DISSATISFIED
During the course of your contact were you placed on hold while the Advisor researched information? Yes
Based on the reason for your call, please rate your satisfaction with the frequency by which you were placed on hold and amount of time you spent on hold?-HIGHLY DISSATISFIED
Overall, how satisfied were you with the performance of the Customer Care Advisor who handled your call. If you talked to more than one Advisor, please score only the last one you spoke with.- DISSATISFIED
Was the reason for your call resolved after your contact with Customer Care ? NO
How satisfied are you with Virgin Mobile USA Overall?- DISSATISFIED
How likely are you to recommend Virgin Mobile USA to a friend?- probably will not
As you can see, VM IS NOT on anybody's nice list. Folks to be honest with you, I would go with Net10, why you ask? Let me tell its $30 for the phone and 300 min (Walmart and Target), no bullcrap to deal with and they now have a unlimited plan that definitely beats VM any day. Also with Net10 service is guaranteed just about anywhere, you can go to your settings and jump to another network if the network you are on isn't getting a signal.
Cricket is a nice service, however the available service is very limited (if you have service in your area and not planning to travel, grab Cricket otherwise.....) Also let it be known, Cricket uses the same call centers as VM so your talking to the same reps with different policies!
If you dare to venture into VM territory I wish you luck, but my advice to everyone is to STAY AWAY FROM VM!!!
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