Since I do a lot of my shopping online, when I wanted a pay-as-you-go cell phone I looked online. I know a few people that have Virgin Mobile cell phones; I played with the phones and decided that I wanted that brand. I went to Virgin Mobile’s website to checkout what kind of phones they had. I give Virgin Mobile a ‘gold star’ for the free shipping on website orders. It is the perfect opportunity for them to squeeze more money from customers that do not want to settle for one of the basic phones available in stores (you can find stores that carry them on Virgin Mobile’s website).
After picking the one I wanted, I proceed to the checkout section filling in all my shipping info and junk. But the checkout did not go through, I was kind of mad at this point. The problem was with Virgin Mobile’s website, there was an error code where an “I accept” check box to the terms of service should have been. I sent this error code to the customer service, and decided to try again in a few days or at least wait to hear back from customer service. The response from Virgin Mobile’s customer service was stupid, they did not even acknowledge that I was having a problem or that I was telling them something. It made me a little more mad. I tried to order off the website again and the same thing was wrong, again I emailed customer service telling them “I bet you have lost some potential customers because of this”. They would have lost me as a customer if I did not really want a Virgin Mobile phone.
Finally, I just got the item number for the phone I wanted and called the 800 to order. Once I got to a person the ordering went smoothly. The rep was nice and apologetic for the problems I was having with the website. She informed me that they (rep’s) had nowhere to complain about the website and that they do not control it. To me that just sounded stupid, if the phone reps cannot tell someone to fix it and the websites customer service is a robot or something, will this problem ever be fixed? I don’t think so.
At least the shipping is free when you order from the 800 as it is on the website. To be honest if it wasn’t I would of demanded they ship it free since I did not want to order from the 800 I wanted to use the website. I got the same deal on the phone that I was going to get on the website too. I do not think that would of happened if I didn’t tell the rep, “you are going to give me the same deal as on the website right” “since, it is Virgin Mobile’s problem, not mine”. I bet that if I had been ‘nice’, I would have gotten the run around. So, do not let a phone rep not give you the same deal as on the website, especially, if you were trying to order online first and couldn’t.
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