VM Customer Service is HORRENDOUS !

Below is the text of the complaint I just sent to VM, Ill let you know what happens... So far? NOTHING!


From:
Terry Beer
3998 N. Northbrook Dr.
Decatur, IL 62526


To: Whomever it may Concern,


My name is Terry Beer, a loyal Virgin Mobile customer of several years.
Let me preface this complaint by saying previous
to the last couple of days I have NEVER had a problem with Virgin
Mobile Service, or Customer Service. I have sent maybe 10 people to you
over the past several years, Im a Virgin Mobile Cheerleader! Which makes
what has happened to me the past couple of days very disillusioning.


On March 15th I realized my present phone, an LG Optimus V was acting up
and would need to be replaced. I went online to your website
and looked at the new phones. I really liked the Samsung Galaxy Reverb,
and noticed that it was going on sale for two days (50% off) on March
18th. So I held off buying for a couple days, on the morning of March
18th, at approximately 7:45 am, I checked the address and other info
before hitting the place order button, I then purchased a Samsung Galaxy
Reverb. Immediately, the order went through and I was shown a receipt,
which I viewed to check for accuracy and then saved as a PDF and is
attached with this complaint.


I went to work, upon returning home after work I checked my email and to
my surprise I saw no order confirmation for the new phone from VM. So I
took my receipt, found the order number and tried to track it online. I
kept getting a order cannot be found message from the website. I went to
my order history, nothing showed. I checked my credit card, a payment of
$120.99 to Vesta Corporation was on my statement, the exact amount of
the purchase on the receipt.


So I called Customer Service. The night of the 18th, I was on the phone
with customer service, and tech support for 93 min. It was found out
that the phone I ordered was going to another name in another state,
same order number, same phone. I was asked repeatedly did you have it
sent to another person in Texas ? (I'm in Illinois)... "No" I answered
everytime "it is my phone, for my use". I was asked "are you sure you
had your correct address on the order?" I'm absolutely 100% positive I
did, as I checked it twice. I was treated all night long as if I had
screwed this order up. I continually offered that I had a copy of the
receipt, and I would send it. No one accepted my offer. At the end of
this hour and a half ordeal I was told they had found the phone at FedEx
in Indianapolis, it was headed to Texas and they would stop it and have
it disabled if it did reach Texas. I asked if another phone could be
sent out to ME at MY address immediately, and was told a case had been
opened and would have to clear headquarters before a phone could be sent
out. I was NOT a Happy Customer at the end of an hour an a half of being
subtly accused of screwing the order up, then told I'd have to wait till
the mess was cleared up.


Today (March 19th) at about 1:30 PM I called back to Customer Service
Tech Support with Case number in hand to find out what was the progress
of the situation. I called with my land line as my Optimus phone is
really messing up now. This call lasted a total of TWO HOURS, during
which time it was suggested repeatedly that I may have entered this
other persons name and address in MY PHONE ORDER ! and That is why this
was taking so long. Finally, I asked for a Supervisor... waited 35 min.
to be connected to him, was finally connected, and asked a simple
question. "Why, when I called last night and it was discovered that my
phone which I had paid for (and incidentally paid an extra $12 for Next
business day shipping, lol, what a JOKE!), and for which I had a receipt
from Virgin Mobile... Why wasn't I asked to send the receipt and offered
to have a new phone Immediately shipped out to me at my address???"


His answer was that he saw that I had placed the order on the 17th not
the 18th, and had not paid next business day shipping, it looks like I
had put in the wrong address on the order, and that it was out of his
hands, that the policy is that because it was sent to headquarters and
it seems that I might have incorrectly placed the order, and was
claiming that I didn't, Headquarters would have to look into it, decide
what had happened, get the other phone back or disabled (to protect my
account, lol), then they would release an OK to send my phone to me! It
might take 1 to 5 Days!!!


Alot of good that $12 did to me, no one by the way has offered to refund
me that money, because it doesn't show on the order that I paid that to
you!!!


This has been an absolute NIGHTMARE, Ill by my phones some other way
from now on. I have been accused of doing something NO ONE would ever
do, put another persons name and address on an order I intended for
myself. And, I have been accused of this REPEATEDLY. I was not EVER
offered an upgraded phone, a refund, my next bus. day shipping fee back,
an offer to immediately ship a new phone out to me. In Fact, I was never
offered anything except suspicion that I might have screwed this up, not
you.


WHATEVER you do make sure NO Customer has to go through this Again,
Ever. I used to think you guys still believed "The Customers Always
Right", but know You Do Not.


Terry Beer

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Wow - sounds like a glitch somewhere in their system. Thanks for posting this. Hopefully you get it resolved.