Smartcall and Windows phones, very poor customer service making me consider cancelling.
Well, last November I took Virgin up on the offer of a Nokia Luimia 630 with plenty of discounts because I had been a loyal TV and Broadband Customer for so long. Now it's a great little #phone, quite basic but pretty good nontheless. When I took the phone I did say that the mobile signal is quite bad in my flat due to it's very thick walls and was told the Smartcall app would sort me out.
Of course I find out that the app is not available for Windows phones but would be out 'soon'. Fair enough I thought, the 630 works great outdoors, just has either none or very poor signal in the flat. I've done all the network checks, no-one gets a good signal here.
Well now it's nearly September, just been promoted at work and the lack of mobile signal in the flat is getting to be a problem. So I thought, 'well let's see if I can just transfer over to an Android 'phone and use Smartcall on that' - seemed reasonable to me.
So I went to my local Virgin shop, they told me that they could do nothing and I needed to call customer services. Fair enough, should have done that in the first place. I call customer services, they say they cannot help and pass me on to the technical team, who say that Smartcall is not going to come out for Windows telephones and there is nothing they can do as I am under contract. I'm a bit annoyed now and feeling that I have been mis-sold an item that I can only use outside my flat. I mention that if this cannot be resolved (still thinking that my request is a reasonable one) I'll have to think about cancelling as the phone is essentially useless to me.
He offers to pass me through to the contract department to see if they can help at all.
That was 25 minutes ago. I have been on hold with no messages at all, just dead silence on the line for 25 minutes. No 'please stay on hold' messages, nothing.
My question is, are Virgin Mobile literally trying to drive me away ? I've been a happy customer for years. I don't want to go but I am not prepared to put up with this any more. I'm especially annoyed about being on hold for 25 minutes with just dead air on the other end of the line.
I just want to change to an Android 'phone so I can use Smartcall and use my mobile indoors. Surely something can be worked out ?
Re: Smartcall and Windows phones, very poor customer service making me consider cancelling.
Thank you for your reply. While a fascinating read, that discussion only shows what little support you have for Windows 'phones. If you didn't do these important apps for them two years ago it's obvious you won't do it at all.
But the whole real point of my argument is that surely it's not that hard to change a contract to another 'phone. All I want is to change my contract to an Android 'phone and everything would be sorted. I could use Smartcall in my flat - problem solved ? I still think it's a reasonable request.
But I'm not prepared to sit on the end of a dead line for 25 minutes again, that was just silly and made your customer service look incredibly bad.
Oh, and by the way. I was told by the technical guy I was talking to that , and I quote 'my colleague has just informed me that we won't be doing smartcall for windows phones'. That was just before he out me on a dead line.