Virgin Mobile Customer Care

Hello,

Just wanted to report that I had my first couple of encounters with
Customer Service with the Virgin Mobile prepaid service.

I received a call today from an "unknown" number... and because I
haven't used the phone much and still needed to test it out, I answered.
It was a rep from VM and he wanted to ask me how I enjoyed their service
and if I had any questions and to welcome me. Not to mention the fact
that their customer care is available 24 hours a day (not sure about
holidays).

Second, I emailed customer care (from their website) to inquire about
adding a specific ringtone, and to ask a question about their terms and
conditions... and I received a reply in about an hour. The first
paragraph of the email was a standard statement, but the second
paragraph was written specifically about what I had inquired about...
not some canned automated response that I had gotten used to from
Sprint's ecare.

All in all, I was quite surprised at how great their customer care
system is. Which leads me to my question... I was under the assumption
that Sprint handled Customer Care duties for Virgin Mobile. Am I wrong
on this? Does Virgin Mobile have their own call centers and reps?

Thanks,
Eric

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› See More: Virgin Mobile Customer Care

And, it sounds like they run it WELL!

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Eric wrote:
> *I was under the assumption that Sprint handled Customer Care duties
> for Virgin Mobile. Am I wrong on this? Does Virgin Mobile have
> their own call centers and reps?
>
> Thanks,
> Eric *
They do have a calling center here in Colorado Springs, CO. I have a
friend that works there. He gets $20 per month of prepaid service,
which he uses for mostly text messaging. He is a real nice guy. Kinda
quiet. Perfect for Custmor service. He used to work at MCI's customer
service too.

--
Posted at SprintUsers.com - Your place for everything Sprint PCS
Free wireless access @ www.SprintUsers.com/wap

My experience with them has been hit or miss, though mostly good. It seems
they hire a lot of kids as their CSR's (customer service representatives). I
was trying to activate my phone for a family member one time, and the girl
that I got hooked up to was high. I am not kidding. She was very, very
distracted, her breathing was very deep and odd. She couldn't concentrate on
helping me. When I told her my name, she laughed like it was a big joke.
There would be long pauses in her instructions (the script she seemed to be
reading off of). She was really, really distracted. It was as if she was
like a dim-wit being distracted and amused by a butterfly flying in front
of her (metaphorically speaking). You could tell she was on something. In the
end that gal botched my cell phone activation. I kept getting the searching
for network message. I had to call them back up and tell them what had
happen, and this time I actually got a very helpful, polite, apologetic girl,
with a spanish-sounding surname. She fixed me right up and hooked me up with
her supervisor, so I could tell him about that girl who decided to come to
work high that day.

Well, he said it looked like it was a girl from their Washington (Spokane)
center. They have more than one call center. He said he'll get in touch with
her supervisor and take care of it. Funny thing is, when I had another issue
with them, and I called them up, I got that girl again, and she was still
working there. But this time she wasn't high and was was thinking straight,
though she still didn't sound very bright to me.

Now, my only other issue with them is that I'm still getting overcharged an
extra minute if it's close to the next minute. If I use 1 min 5 secs, it
charges for 2 mins. That's correct - the way it's supposed to be. But if I
talk for 1 min 54 secs, it's supposed to charge for 2 mins. Their system
often times charges me 3 mins. My emails to them about this matter go
unanswered. They are usually good at answering emails within a few hours.

Despite these shortcomings, I can still recommend Virgin Mobile for the light
user.

==================================

Hello,

Just wanted to report that I had my first couple of encounters with
Customer Service with the Virgin Mobile prepaid service.

I received a call today from an "unknown" number... and because I
haven't used the phone much and still needed to test it out, I answered.
It was a rep from VM and he wanted to ask me how I enjoyed their service
and if I had any questions and to welcome me. Not to mention the fact
that their customer care is available 24 hours a day (not sure about
holidays).

Second, I emailed customer care (from their website) to inquire about
adding a specific ringtone, and to ask a question about their terms and
conditions... and I received a reply in about an hour. The first
paragraph of the email was a standard statement, but the second
paragraph was written specifically about what I had inquired about...
not some canned automated response that I had gotten used to from
Sprint's ecare.

All in all, I was quite surprised at how great their customer care
system is. Which leads me to my question... I was under the assumption
that Sprint handled Customer Care duties for Virgin Mobile. Am I wrong
on this? Does Virgin Mobile have their own call centers and reps?

Thanks,
Eric