Dear Virgin Mobile,
Strike One: My phone was ordered from your website on November 10. It was not shipped until November 19. The upgraded shipping was a nice "whoops, we frakked up" touch, but would have meant more had you told us in the first place that it was on back order. Y'know, so that we didn't look for it in the mail every day starting in that 3-5 day basic shipping window.
Strike Two: When the phone arrived on November 20, I was unable to activate it. This turned out to be because your system showed the serial number as belonging to an existing account. Your rep told me that she was "opening an investigation," and that I would get a call back about it in 24-72 hours.
Strike Three: When I called back today, it turned out that no ticket had been opened, and I spent another half hour on the phone with the hapless rep who had to hear this whole story and (allegedly) open an actual ticket. For which I do actually have an ID number this time, so there's that. We'll see.
In the interim, I've paid one more Verizon bill than planned, and spent the last twelve minutes of the call on hold while Hapless Rep attempted to get a supervisor on the line so I could request a credit in consideration of the delay. No supervisor materialized (Hapless Rep came back on to check in with me three times to see if I was okay with continuing to hold), and I eventually settled for having her make a note on the ticket that I am makig said request.
Keep in mind that all of the above has occurred BEFORE YOU HAVE PROVIDED ME WITH A MICROSECOND OF ACTUAL SERVICE. Once you get me up and running, your service had better be STELLAR, or it's going to take you a long, long time to climb up out of that hole you're starting in.
Just thought you should be aware,
Val
[Here endeth our First World Problem of the day.]
Strike Two: When the phone arrived on November 20, I was unable to activate it. This turned out to be because your system showed the serial number as belonging to an existing account. Your rep told me that she was "opening an investigation," and that I would get a call back about it in 24-72 hours.
Strike Three: When I called back today, it turned out that no ticket had been opened, and I spent another half hour on the phone with the hapless rep who had to hear this whole story and (allegedly) open an actual ticket. For which I do actually have an ID number this time, so there's that. We'll see.
In the interim, I've paid one more Verizon bill than planned, and spent the last twelve minutes of the call on hold while Hapless Rep attempted to get a supervisor on the line so I could request a credit in consideration of the delay. No supervisor materialized (Hapless Rep came back on to check in with me three times to see if I was okay with continuing to hold), and I eventually settled for having her make a note on the ticket that I am makig said request.
Keep in mind that all of the above has occurred BEFORE YOU HAVE PROVIDED ME WITH A MICROSECOND OF ACTUAL SERVICE. Once you get me up and running, your service had better be STELLAR, or it's going to take you a long, long time to climb up out of that hole you're starting in.
Just thought you should be aware,
Val
[Here endeth our First World Problem of the day.]