Where are your Corporate Headquarters I asked, after being asked to give them one more chance to say they are sorry without solving the problem. What was the problem? 5 months of failed calls with drop rates at around 90% failed on 2 calls. After buying a new phone, getting a new number, jumping through 48 hours of hoops, we had hopes social media might solve what their service center failed to. No in fact they compounded and drag it out. I guess they should be proud they retained us this long, because WHO willingly stays except for hoping a company will be the company they loved for 2 years prior.
Twitter support would not give me the corporate headquarters information to pass on my concerns, but of course this is public information
Virgin Mobile USA is located in Warren, New Jersey, United States. I was told Virgin runs on Sprint's "B" towers so service I suppose is unpredictable. When bad is an epidimic how does a social media savvy company respond? The answer defines much about what the company is, and I daresay I am disappointed, because I LOVE the brand and Sir Richard Branson, but this abysmal failure to respond, deliver or resolve is something I am proud to be done with as of today.
VIRGIN MOBILE: You could hear a call drop. I love to talk about great services, and I recommended Virgin Mobile as one of the most affordable and effective no contract plans, until we moved. In January 2013 we moved to Pleasanton, CA, and the problems seriously began. Problems that Virgin Mobile was happy to have us running around paying full price, buying new phones, and all the time, from February until June, telling us the performance was due to the towers being upgraded. Not sure when they would be done..
If coverage is so good? Why is it bad? That is the question I would ask over and over again The answer became clearer, and clearer. In the end it comes up to this. Virgin Mobile did not care about performance problems or the customer experience.
Now if 90% of your calls drop, and YOU KNOW it, would YOU reimburse the bad experience?
Virgin Mobile says no! They can not reimburse, they told me after being dropped from business conference calls, clients, customers, my kids in an emergency, my parents telling me of the death of my Grandmother. You see to Virgin, its just a drop, not EVERY SINGLE TIME your call fails, at a rate of 90% dropping, and not being able to reconnect or stay connected.
Just because someone has a Facebook, Twitter, Customer Service, and Email does NOT mean they care about creating a positive customer experience.
After calling repeatedly and spending over 48 hours on support calls where we were told to get a new phone, a new number etc between January and March, we began emailing and tweeting.
Twitter: 48 tweets from February 3, 2013- June 20, 2013 I requested assistance. Phones have got to work, I asked them to fix or reimburse.. Instead they apologized. I had to trial another account, I did T-Mobile have NOT had a call drop since. I asked them to reimburse the time I went without a working phone to my husband's account so HE can wait until they fix the towers. They failed to call on 3 promised calls, declined my request to follow up or reimburse.
https://twitter.com/search?q=%40VMUcare%2C%20%40dawnckhan%20%40VMUcare%2C%20OR%20%40dawnckhan&src=typd
Email: 45 emails from April 2013 until yesterday , when my husbands contract was up for renewal, requesting assistance, resolution, escalation and compensation for paying 100% and getting 10% service.
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