as a loyal customer to virgin for many years, i decided to upgrade and come out of my VIP tariff to a new samsung S20 tariff and upgrade, on the 9th Jan 2021, then decided that i did not want the phone on the 15th Jan, a few days later, i contacted Virgin Mobile and was told they would send me packaging to return the phone within 3-5 days. Its now the 29th Jan and still not received anything and many calls later chasing nothing. i explained the urgency of returning and changing to a S21 ultra as better camera and options as currently i cannot use the current phone or download applications, set up accounts, or use the phone as i don't want to damage the phone if sending back, this is causing disruption to my business, today i have now just been informed that even after sending back the phone it could take a further 15-21 days to process the cancellation before i can get swap to the S21 ultra, originally i was told it would be a few days once ive returned. i have already waiting over 15days and not received anything. This is outrageous customer service, and i require someone to contact me before i cancel my contract with virgin mobile and all my virgin media services and tell all family and friends
Beth, i ordered a new Phone and then within the 14 days i decided it did not meet my requirements, i arranged to return on the 12th jan and was told i would receive a jiffy bag within 3-5 days and will able to return. I waited and nothing came i then called back after 6-7 days only again to be told the same, again i waited and even said that i would be happy to post my self and pay for postage recorded delivery and i was told it was not possible to do this and i had to wait for a new jiffy bag. I waited again and nothing came, all this time i was unable to use the phone as i ran the risk of wear and tear and afraid to get it marked, also i was unable to download any apps, make accounts, use the phone as normal knowing it will be returned. eventually after requesting to speak to a supervisor i refused to wait for another jiffy bag and wait another week, i demanded an alternative, i was then told that they could email me a label which i could print off and post back the phone, something i requested from day 1. I printed of the label and sent the phone back, since then the phone has been received by Virgin and that matter is closed. Ive now been told that the phone i want is now out of stock due the delays and i have to wait in the queue for a new one which is due in march so now im without a phone for a month and in a much worse situation. This is unacceptable having been a very loyal virgin mobile and virgin media paying customer for many years, paying over £160.00 per month. i am not happy with the way this has been handled, without thinking of the customer
I can really understand your frustrations with this. I wish I could tell you that it can be solved here and now but if the phone you want is out of stock, there is nothing that I can do in that regards.
Can you confirm which phone it is?
Ryan_N - Forum Team - https://community.virginmedia.com/t5/custom/page/page-id/WelcomeGoodFolk