I have love-hate relationship with this company
I have been with Virgin for many years as prepaid customer-somewhat satisfied as customer as pay-as-you-go and recently switched over to 2 yr plan when I bought a Samsung Galaxy 3 on 2 yr term plan. I bought phone at Mobile Shop after researching many stores to buy from Xmas on I was very misinformed... More
I have been with Virgin for many years as prepaid customer-somewhat satisfied as customer as pay-as-you-go and recently switched over to 2 yr plan when I bought a Samsung Galaxy 3 on 2 yr term plan. I bought phone at Mobile Shop after researching many stores to buy from Xmas on I was very misinformed about the plan and terms of return after 15 day trial period. The sales clerk never informed me the details about the plan at all and left important information out and critical info about return policy.
I had them setup the phone and my voic email at the store and transfer my existing number on flip phone over to Samsung phone. She said everything was a go but when I got home no one could call me or leave voice email as neither was working correctly. Also I tried to call long distance to Alberta and got warning message I would be charged fee for the call even though plan was Canada wide at no charge The next day after I did get it working as I called into Virgins tech support number and it did get fixed by midnite of day I bought he phone on.
The next day since weekends were FREE I called many of my friends to talk as plan said weekends and evenings free. What I did not realize until few days later I would exceed the maximum minutes one could use to test the phone out that being 30 minutes. I was not told about this in clear understandable manner so on Sun whenI called Virgin I was told I had used 428 minutes so now the phone could not be returned without incurring penalty fee. Both the company Virgin and Mobile Shop left out very important information I should have been told. So before end of rial perod I used about 157 minutes of my air time as I was being charged incoming and out going calls if I received or made calls 7-5pm weekdays.On pay-as-you-go all my incoming calls were free no matter whenthey were received. So in order to get more money out of me I wasforced to signup for 100 min extra for 7 dollars asifI ran out of minutesVirgin charges.50/min for each additional minute you use. My plan was 34 plus 4 dollars for 25 voice mail messages they only give you 3 basic allowance. So I am at 45 and thats without any data or taxes yet.
I want to share this as I want to warn potential new cellphone customers the promos they offer sound geat until you get add-on fees added on. In my case they gave me free 75 dollars in superstore gift cards (they hadto be used all same day for accesories and groceries)phone at zero cost .Another thing the promo offers are temporary with plan prices and perks so be careful as they are not permanent even Virgin changedthis plan already raised it by 5 dollars and now include mandtory data package.
I DONOT reccommend this provider orthe store to purchase from based on my bad experience and BUYER BEWARE ASK LOTS OF QUESTIONS and keep asking and do not let the answer given "DONT WORRY ABOUT THAT NOT IMPORTANT or EVERTHING IS FINE dont accept any of these kind of answers!
For my trouble Virgin did grant me 30 dollar credit for my first month but still that does not make up for all the deceptionand misinformation I received from both store and them.
Footnote Consumer Affairs have been made aware of this issue and media. The (Commissioner for Complaints for Telecommunications Services (CCTS)has also been notified about this case. Less