- Report: #226489
Complaint Review: Virgin Mobile USA - Warren New Jersey
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Virgin Mobile USA
http://www.virginmobileusa.com Warren, New Jersey, U.S.A.
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Virgin Mobile USA Sells Phones doesn't activate them, calls me a terrorist! ripoff Warren New Jersey
Originally bought my pay to use Monthly phone in 1999 at a Electronics Store. Always kept it activated July of 2006 phone kept redirecting me to a pay toll service even with a balance of over $40.00 on it. Virgin Mobile stated I needed to buy a new phone, and the best deal would be through them. They would even give me an additional $20.00 to cover costs of the new phone. Phone came Fed Ex Yippie!
I unpacked it charged it up and called the activation number. Was told that they had no record of the serial number, mind you this was shipped from their warehouse? Go figure, I kept trying to activate This phone before my minutes run out.
They finally told me they couldn't activate it called me a terrorist and that I would use this phone unlawfully. Strange Business practices, Something is cookin? WOW
Mark
normandy beach, New Jersey
U.S.A.
I unpacked it charged it up and called the activation number. Was told that they had no record of the serial number, mind you this was shipped from their warehouse? Go figure, I kept trying to activate This phone before my minutes run out.
They finally told me they couldn't activate it called me a terrorist and that I would use this phone unlawfully. Strange Business practices, Something is cookin? WOW
Mark
normandy beach, New Jersey
U.S.A.
3 Updates & Rebuttals
Splacky
Malstrom City,Washington,
U.S.A.
ESN issues.
#2UPDATE EX-employee responds
Tue, June 29, 2010
First, Virgin Mobile USA does not have "it's own warehouse".
In fact, Virgin Mobile does not have much of anything, really.
They resell Sprint service. They farm out customer service to call centers in Manila run by a company formerly called ICT Group, now called Sykes. And, shipping, receiving, refurbishing, & RMAs are handled by a company called Brightpoint
1251 S Perry Rd, Plainfield, IN.
They essentially have devised a way to do as little as possible and still get your money.
Sometimes phones get mislabeled, logged in, or logged out wrong at Brightpoint. This mixes up the ESN for the person that gets the phone.
But, the most common ESN fail occurs if some other customer in some other place tries to activate a phone and they misread their own ESN at activation time. Of course, their activation fails and, for whatever reason it remains associated with that "still born" account.
Then....some days, weeks, or months later, a customer receives a phone and correctly enters in their new ESN and activation fails through no fault of their own, because the system thinks that phone is associated with another account.
A CSR can figure this out easily by doing a system search for that ESN. If it is already associated then chances are, it is to an account that has had no activity on it. This is a clear sign of an ESN incorrectly associated.
It can be fixed 2 different ways, in the back office through an "Investigation" or set up an RMA with Virgin Mobile and exchange the phone.
You
McKinleyville,California,
U.S.A.
Virgin Mobile and their ESN nonsense
#3Consumer Comment
Mon, June 23, 2008
Yes, I have an ESN "issue" as well. I had to read that ESN so many times that I memorized it, yet my phone is still sitting there, and 10 customer service people with Virgin Wireless plus hours and days later on the phone with them can't get my account on that phone. "I don't understand." They would say. "It says your ESN is associated." They would act like maybe I should know WHY and HOW to fix this, they sure didn't. Even the supervisors and specialists are clueless. I knew I wasn't the only one with an "ESN issue" that they don't want to bother with.
Splacky
Malstrom City,Washington,
U.S.A.
Most common ESN issues
#4UPDATE Employee
Fri, June 29, 2007
"no record of the serial number".....the most common cause of this kind of problem is the customer misreads the ESN from the label inside the phone. The font used for this very important number is very tiny and the 6 and the 5 look alike unless you have extraordinary vision....or a microscope. The Live Advisor may have erred by not guiding the customer through the menu items in the display on the phone where the ESN can be found in larger font under Phone Info/Phone Build or Build Info.
