I accepted the offer of upgrading my plan for the Samsung S** phone on the phone with a...

GetHuman4887482's customer service issue with Virgin Mobile from May 2020

Help with my Virgin Mobile issue
The issue in GetHuman4887482's own words
I accepted the offer of upgrading my plan for the Samsung S** phone on the phone with a Virgin support person on May **th, ****. I didn't receive the technical support I need to transfer data from the old phone to the new one. At the end, I managed to do everything myself. After using it for a few days I found the phone got hot very quickly and decided to return it. It took me * days, * phone calls (countless minutes of holding*waiting time with trying patience) to eventually receive the printable return waybill via email which I had requested since my first call. During the interactions I was asked about reason of my call many times even I assumed contents of my conversations with the various support persons would be fully documented in the system. Just imagine how I felt every time I had to repeat myself for so many times. And, each time, I was asked to wait and call again if I didn't receive the waybill. I can understand authorization might be needed but cannot comprehend why it took so long for a request be submitted. It should be a standard function of Bell's system to generate a printable return email waybill. Was it a staff or process issue? I was told at * different times I could only receive a link to complete and print the waybill and the last conversation I had on May **th was that the waybill could only be sent by "MAIL". The entire process has been extremely frustrated. Soon I will have to deal with the billing issue after the phone has been received by Bell. I pray the Virgin retail stores will be open in early June. Otherwise I'll have to deal with telephone support again My last experience on this subject wasn't great either.

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Virgin Mobile

Customer service issue
Reported by GetHuman4887482
May 29th, 2020 - a year ago
Fixed
Seen by 4 customers so far
Similar issue to 1138 others
0 customers following this
Items needed
Name on the account
Phone number on the account
Billing address
PIN on the account

Timeline

GetHuman4887482 started working on this issue
May 29th, 2020 7:49pm
GetHuman4887482 confirmed the issue is fixed. Hooray!
Jun 2nd, 2020 1:31am