Virgin's staff are ill informed or plain stupid.

[wallace]

Virgin sucks and it seems as most of their support staff are ill informed or plain stupid.

I am getting a voice recording each time I make a outgoing call telling me my airtime is about to expire. I have called them a few time snow regarding the problem and I have heard loads of stories.
a. Your airtime will never expire as you've paid for it.
b. You have used 35% of your airtime so you need to recharge.
c. Your airtime is used up. (I have R146 left on one card and R188 on the other)
d. You are on a V500 and you have not paid us R500 so your positive balance will be lost (never mind I'm on debit order and they have never run the debit and they tell me it's not their problem whether they run it or not)
e. We'll get back to you.
f. We have had"We have had lots of complaints - I thought they sorted out the problem"

There staff are poorly trained and have no clue. It's not worth dealing with them.

[bwana]

Virgin's becoming Africanised.

[Skeptik]

Sounds like they are in direct contradiction of their own advertising. Take it up with the ASASA..

[kingrob]

Just the fact that Virgin is using CellD's network made me avoid it like the pleague, nevermind the crap service.

[Tahir Ally]

Virgin sucks and it seems as most of their support staff are ill informed or plain stupid.

I am getting a voice recording each time I make a outgoing call telling me my airtime is about to expire. I have called them a few time snow regarding the problem and I have heard loads of stories.
a. Your airtime will never expire as you've paid for it.
b. You have used 35% of your airtime so you need to recharge.
c. Your airtime is used up. (I have R146 left on one card and R188 on the other)
d. You are on a V500 and you have not paid us R500 so your positive balance will be lost (never mind I'm on debit order and they have never run the debit and they tell me it's not their problem whether they run it or not)
e. We'll get back to you.
f. We have had"We have had lots of complaints - I thought they sorted out the problem"

There staff are poorly trained and have no clue. It's not worth dealing with them.

NEW KIDS on the block always have problems.It took 12 years for the other networks to build their networks.Cell C and Virgin Mobile got alot to learn

[Skeptik]

NEW KIDS on the block always have problems.It took 12 years for the other networks to build their networks.Cell C and Virgin Mobile got alot to learn
I disagree with your philosophy. As a counter, here is what I think.

If a company cannot get their act together, then they shouldn't stay in business. Customers are paying good money, they are not supporting a charity.:mad:

I support anyone's right to have a good business and make a profit and have happy customers, but when things are going skew they should either set it right or stop trading!

Conditions in this country allow bad businesses to flourish.

Virgin are full of promises and frequently attack the opposition. (OK, some of what they say about the opposition is true)... but I say Virgin - get your own house in order first!

I intended to write a long piece about my experiences with Virgin, but I see there are already several threads open that describe similar events. Therefore I've added my views below each.

[sean12]

I disagree with your philosophy. As a counter, here is what I think.

If a company cannot get their act together, then they shouldn't stay in business. Customers are paying good money, they are not supporting a charity.:mad:

I support anyone's right to have a good business and make a profit and have happy customers, but when things are going skew they should either set it right or stop trading!

Conditions in this country allow bad businesses to flourish.

Virgin are full of promises and frequently attack the opposition. (OK, some of what they say about the opposition is true)... but I say Virgin - get your own house in order first!

I intended to write a long piece about my experiences with Virgin, but I see there are already several threads open that describe similar events. Therefore I've added my views below each.

I AGREE TOTALLY

VM has not even got someone to adress the problem experienced with data. They are slowly pissing most of us off.

Maybe they can not log onto this site because VM is down more often than it is up.

SO MUCH WAS EXPECTED OF VIRGIN:mad:

Sean

[BradDC]

Give it some time, remember Virgin is reselling and doesnt have any infrastructure of its own. Its strenghts lie in branding & good marketing.

Even in the UK it back onto O2's infrastructure, so I doubt Virgin is going to be building towers anytime soon.

They are a float-point company, they dont physically own anything, its all outsourced. Their call centre (technical) is run by http://www.ccn.co.za/clientsmarkets/ourclients/default.asp
in Gauteng somewhere.

Africa is a completely different ball game to the rest of the world.

[Skeptik]

Give it some time, remember Virgin is reselling and doesnt have any infrastructure of its own. Its strenghts lie in branding & good marketing.
As a customer, giving them time is not an option. First they get it right, then we try them. If they're good, we recommend them to others.

"branding & good marketing"= making false promises and spinning?



Even in the UK it back onto O2's infrastructure, so I doubt Virgin is going to be building towers anytime soon.


They were using the spare capacity of T-Mobile. Is it also O2 now? They have stated they will build here eventually. After they have taken customers money and used it to invest I guess.



They are a float-point company, they dont physically own anything, its all outsourced. Their call centre (technical) is run by http://www.ccn.co.za/clientsmarkets/ourclients/default.asp
in Gauteng somewhere.

That gives me some hope of improvement. They appear not to be performing, so in theory they could be ousted quite easily.



Africa is a completely different ball game to the rest of the world.
Yes, we know. No effective regulation. Overcharging. Poor service. etc..

[Boodles]

Virgin have terrible support staff (as i've said before, they must be voda and mtn's rejects) I dread each time i need to phone them.