How to handle Virgin Mobile Customer Service

[primetechv2]

A 10-page user's manual would be nice, but it's got to start somewhere.

VM's customer service is notoriously difficult to use, to get to higher levels, etc. So I was wondering if anybody had any advice to offer, any numbers they've found, etc.

Personally I've noticed calling Virgin Mobile back within their estimate time with problems is a good step (e.g. the 72-hour delay), and that occasionally yelling gibbeish at Alex will make him more readily pass you along to the proper live advisor (although I'm still trying to find the fastest way to CS).

[AndreBSD]

I've actually had the best support using the contact us link on virginmobileusa.com, everything was solved the first time around from the redirect of death to changing phone numbers. Takes a few hours for them to get back but it's a lot easier than having to call.

[ap3604]

I've had some serious problems with Virgin Mobile customer service.

First month they charged me $27 twice so I called in to get a refund. The person didn't understand what I was talking about so I had to call back and get someone else. The second person understood what was going on but didn't know how to do anything about it. I said I wanted a supervisor and he placed me on hold and hung up on me! =/

I called a 3rd time and finally got someone who said they would put it in the system to refund the 2nd $27 charge and that it would take a 7 days to process.

Well its been 12 days and I still haven't gotten a refund so I called again yesterday and immediately asked for a supervisor. The supervisor I talked to said there was nothing he could do (WTF? A supervisor can't help with a simple refund?!) and that he would escalate it to the "investigation team". I told him that I wanted an email from him confirming that I would get a refund for the extra charge and the supervisor told me flat out "We aren't able to send emails"... Riiiiiiiiiiiiiiight.

So now I'm giving the investigation team 48 hours like the supervisor said and will call back to raise hell soon since I know that nobody in customer service is either A) trained properly or B) cares.

This is probably going to end up being the worst customer service experience I've ever dealt with. It's starting to make me wonder if the extra $25/mo savings I'm getting over T-mobile is worth it.

I will try the contact us link on their website but can on the forum w/ someone with Virgin Mobile experience help us with better ways to get what we need?

[daxedo]

Well, I don't know if it is/was the right way, but ... I went to twitter and chose to follow VMUcare. After doing that I posted about how I was having a bad day due to Virgin Mobile data being out and the run around I was getting over the phone and the closing of tickets but not fixing the problem. I did this a couple of times during the day, not trying to be overly negative, just venting.

Then after I direct mailed the VMUcare representative through twitter, I started getting text messages from Virgin Mobile discussing the status of my problem. Could be coincidence, but somehow I doubt that.

Through those text messages I did get a direct phone number to someone in Virgin Mobile 866-553-9806. I've not yet called it though because I figured the fact that they actually took the time to send me a text message meant they might be really working on my problem so I'd comply with this wait request.

[Churner]

after I direct mailed the VMUcare representative through twitter, I started getting text messages from Virgin Mobile discussing the status of my problem. Could be coincidence, but somehow I doubt that.

You can get similar results posting issues like this on the wall or comments feed of http://www.facebook.com/home.php?#!/VirginMobileUSA on Facebook. I've never tried it, but I've seen it happen there. Read the wall and comments of that Facebook account to see examples.

Gripes on these social media tend to get more attention because customers can see them AND company executives can see them.

Too bad they don't pay as much attention to posts here.

[bpearr96]

Im not sure if you already knew this but if you say "customer service" then "trouble shooting"at alex it will go directly to a real person

[Jason Boy]

^Also during times of outages you can call this number to speak to an American Like me =)

1-866-553-9806

Than Press 1

(This number also works for technical help of any type during normal business hours)

[daxedo]

I happened to stumble across this information today from http://www.consumeraction.gov/corporv.shtml.

Virgin Mobile USA, LLP
Customer Resolutions
10 Independence Blvd.
Warren, NJ 07059
Toll free: 1-866-794-8049
E-mail: execescalations@virginmobileusa.com
www.virginmobileusa.com

Perhaps it might be of some assistance.

[Devcomm]

You can also just hit 0 (Zero) and you'll get taken to a live rep when calling 888-322-1122.

[meowsrus]

^Also during times of outages you can call this number to speak to an American Like me =)

1-866-553-9806

Than Press 1

(This number also works for technical help of any type during normal business hours)

That's not true. I was told to call that number (a VM rep called and left a message on my CELL, when I left my HOUSE number), did, and you get a message saying "the number you tried to reach is no longer in service. Press 611 from your cellular phone". and when you press that it stops the call.

Um, ya, whatever. That was soooooo helpful.

[Taylor Hull]

That's not true. I was told to call that number (a VM rep called and left a message on my CELL, when I left my HOUSE number), did, and you get a message saying "the number you tried to reach is no longer in service. Press 611 from your cellular phone". and when you press that it stops the call.

Um, ya, whatever. That was soooooo helpful.

And posted a year and a half ago.

Sent from my Galaxy Nexus using Tapatalk 2

[vmobi]

Just answer: operator
When prompted by the avr questions. Seems to get you to a human faster. It's still far from perfect but it seems that VM now has North American csr's in addition to other foreign based cs.

Sent from my HTC_A510c using HowardForums

[Churner]

Just answer: operator
When prompted by the avr questions. Seems to get you to a human faster

Saying "Live Advisor" works, too.

[meowsrus]

And posted a year and a half ago.

Sent from my Galaxy Nexus using Tapatalk 2

The message was left for me YESTERDAY because I called on Monday and I tried to return the call YESTERDAY, from 3 different phones (land lines and cell).

So it was IRONIC that this would be here, that after a year they are STILL SAYING you can call that, even return calls to it, and it is STILL WRONG.

Sheesh, but I said that in my previous post........

[idbl_fanatic]

I usually just sent an email to vmsocialcare@sprint.com and get an answer within the hour