Beware of ****ty service through virgin mobile

Hi all my name is Jeremy and i have had the ****tiest four months dealing with virgin mobile. Ok first i bought a phone for work that i thought would be decent for it, the Venture. I paid $98 from virginmobileusa.com, it wasnt working so after a week i called them and told them the problems, they said they would replace it, i stressed my concerns about returning for my money and the gentleman assured me it would be their in a few days. It came a week and a half later!!! It did not work i called and told them the issues with technical support and he had no clue how to resolve the issue. He said he would send it up the ladder for further inspection and i would be called within 24 hours. Called 5 days later to tell me that they would have to send a replacement, 28 days at this point. I told him i wanted my money back, he convinced me that this was a welding error for the sd card not being recognized and he had no cue why the wifi wouldnt be working with the error code i gave him. I get the phone i think its working cause i dont need to use the sd card for work really, but the sd card wasnt working..... I bite the bullet but then my service is not working all the time and going from 3g to 1x to just bars and losing service, i couldnt use the internet on it either, and this lasted two and a half months of paying $60/month. they kept telling me it was a tower that was down and the first time i called they said it would be down two weeks, i said ok this went 3 weeks i called again they said sorry and it would be up by 9/15. It wasnt so i called and they said they were working hard on the problem and gave me a $10 credit(a month and a half of no service). They finally resolved the problem 10/21 and said they wouldnt be able to give me a credit for the time down. I tell them about my phone still not working they send me a new one. Amazingly it works and i am content i send back the other shell of a phone and a month later my service gets shut off.... they say they havent recieved it and i have to pay $20 for the phone( ok at this point you should know when i called them at the 28 day mark the phone had dropped to $30 now its $20) So they think i kept a defective phone, to make this plausable i would need a new battery and sim card, Battery is $35 and the sim is $10 so i would pay $45 dollars or $20 for the new phone that is working..... i ****ing hate these people and my personal evo broke and this is all i have left..... DONT GO WITH VIRGIN MOBILE i have been a customer of theirs for 8 years and this is the **** they pull

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When you sent the phone back, was there some type of tracking? How are you supposed to prove that they got it?

When they sent you the replacement phone, did they send you a new MicroSD card, or did they have you use the same one? That could have been causing some of the issues. In regard to the signal, I would normally say Virgin Mobile might not work good in your area, but if you've had them for eight years then I'm assuming it normally works. Keep in mind, some phones get better reception than others. From what you've said, I think most of the issues have been fixed, except they say you didn't return one of the defective phones, right?

Why would you need a new battery? Is it draining quickly? Everything should be under a one year manufacturer warranty, as far as I know. You can try to get them to replace the battery too if you believe it is not working like it should. Keep in mind with a smartphone that batteries don't last long. You usually can't get more than a day's usage without charging again. I charge my phone almost every night.

This is an older post, but I'm just confirming the same thing happened to me with a return. I was returning a defective phone, sent back the original right away, started getting texts stating I needed to return the old phone. I verified 3 times they had the phone, no problem. Just ignore the texts. I didn't buy it so kept calling back and got the same answer. Sure enough, on the date the texts indicated my service was turned off. I called in and the rep actually was a good one (rare experience with VM) and she had my service back on in minutes.

I just had fraud on my account this week. They told me I'm a liar, they won't help me and it's all my fault. They were extremely rude and insulting. I want to switch to another carrier if I can find a good price. Terrible company - don't ever use VM if you can help it!

Originally Posted by WIGal

This is an older post, but I'm just confirming the same thing happened to me with a return. I was returning a defective phone, sent back the original right away, started getting texts stating I needed to return the old phone. I verified 3 times they had the phone, no problem. Just ignore the texts. I didn't buy it so kept calling back and got the same answer. Sure enough, on the date the texts indicated my service was turned off. I called in and the rep actually was a good one (rare experience with VM) and she had my service back on in minutes.

I just had fraud on my account this week. They told me I'm a liar, they won't help me and it's all my fault. They were extremely rude and insulting. I want to switch to another carrier if I can find a good price. Terrible company - don't ever use VM if you can help it!

Sorry to hear you've had a bad experience. There really needs to be some type of tracking so that you can have proof that they received the phone. I don't think it costs much to require a signature through the post office.

I've had better experiences emailing Virgin Mobile, and on extremely rare occasions, emailing [email protected]. I prefer email because what you say cannot get mixed up, and if they say something back to you, it is in writing. They can't take it back. Maybe in the future you can try contacting customer service that way.

What plan do you have with Virgin Mobile? If you do want to switch, I'd be happy to help you find something comparable.