“Having had my mobile for nearly two years, and it now has decided to enter a mode of non-functionality, (it don't work), I called Virgin Mobile, as being advised so to do on their web-site, to see what can, or could, be done.The lady operative, Carol, was exceedingly helpful. She explained all my options very carefully and very clearly. Well, on her recommendation, I picked a new phone and package, which not only gives me a top rate phone, but saves me a few pounds each month. I find each time I deal with Virgin, the results are always a seemingly good outcome, that sits well with all parties. Very polite, very courteous, very professional.”
“Ordered a phone, broke within two weeks, was told it was not covered by Warranty Complained and was told to send the phone back and a returns pack would be sent. 3 weeks and 6 phone calls later returns pack arrives, send phone back and it was returned next day advising it was faulty.
Phones again and was told phone was faulty. Advised I told the company this 3 weeks ago and I wasn't trying to hide that face. was told it would have to be investigated with the courier to see if they damaged it. Advised this want the case but followed there process, was advised I would get a call back.
5 weeks after my initial call made a complaint to the ceo and returned the phone and got my money back.
However got a letter saying that I was in arrears - had to ring again and was assured I did not have to pay this. 8 weeks 22 phone calls 4 letters and 4 emails later it seams (!) to be sorted.
On thing is very apparent is that the call centre agents do not read account notes as I had to explain the situation every time I rang in.
I used to work here and I'm shocked at how far standards have slipped.”
“Though virgin have been good with me upon renewing my contract for a new iPhone 7 Plus they said it would take a week as it was on back order. It has been 3 weeks now and the only information given to me is when I phone them up and ask for it otherwise they leave you in the dark. Again they are a great company for signal and price but the way I have been left in the dark about for 3 weeks about when I’ll be getting my new iPhone is a joke.”
