Just over 2 months ago, I called in to have my plan switched to the new, cheaper $35/mo gold plan that had just showed up on your site. I was disgruntled by the fact that I could barely understand the representative and she could barely understand me. I am pretty sure my plan was never changed.
Today... More
Just over 2 months ago, I called in to have my plan switched to the new, cheaper $35/mo gold plan that had just showed up on your site. I was disgruntled by the fact that I could barely understand the representative and she could barely understand me. I am pretty sure my plan was never changed.
Today I call in and ask about changing my plan, I haven't paid the bill since then because I was not happy about how it was never changed. Again, I can barely understand your employee because of a language barrier, he stuttered and repeated him self dozens of times, and I was made to wait for no less than 45 minutes while he switched my plan... I asked how long he had worked for virgin and he said he was new. He was able to switch my plan, and after I hung up I just paid the remainder of my balance through online banking.
About 20 minutes later, I am back at my desk after my lunch break my phone rings and its Virgin calling about my overdue balance. The woman was VERY rude, spoke little to no English, and was trying to get me to give her my personal information BEFORE she explained that she was from Virgin. I kept saying "YOU called ME, why should I give you any of my info?" before she announced who she worked for. I hung up on her and it left me feeling very angry after.
I used to recommend you to my family and friends because when I had issues in the past I would get a fantastic, English speaking service representative that would always help me.. I haven't had an issue for a few years, and my assumption is that you outsourced your call center since I last called in.
I was literally planning on upgrading my fiance's pay as you go to a new iPhone on the same plan as me, but now I am seriously doubting it. I was never once offered a credit for my account change mistake from 2 months ago, and the call from collections after I had just been on the phone with you for almost an hour was the worst experience I have ever had trying to deal with someone on the phone.
Can you please explain what has happened to your once impressive customer service? At this point I am ready to make the switch, that experience was that brutal. I pay for a Canadian service and expect English speaking help. If It was a French service I was paying for my customer service rep would definitely be able to speak French. You guys should really stop outsourcing your call centers to avoid losing anymore business..
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