Well, Virgin Mobile has really outdone themselves this time. And not in the way you might think.
Last month I wrote a scathing review about them and their customer service and how they outright refused to take an unnecessary $45 charge off my bill. I didn't even use the damned phone and they were charging me!
Today, I tried to make an outgoing call and my phone wasn't working. It directed me to Virgin Mobile, saying that I had outstanding charges. I came home and got on the computer to check out my bill. $114 when my bill should be $60? I don't think so! not this again!
I got on the phone immediately and the girl who answered offered to take the $45 charge off my bill. Just like that. I didn't even have to ask. I wonder if they can see on their computers exactly who I am and what I have done and how pissed off I have been with them in the past. (This was the $45 from last month that, for some reason, didn't get paid off when I paid my bill online.)
She then told me that she could put me through to customer service (or "solutions experts" something or other) and he was soooo nice. "Hello, Samantha love, how are you today, darling?" I told him he could make my day better by cancelling my plan. He said he would do anything to keep me as a customer. He was very nice and I'm not going to tell you what he did for me, because I don't want you calling your company and demanding that they do the same for you, but it definitely made up for the lack of customer support I received from them last month.
Moral of the story:
Ask to be transferred to the specific area of customer support - "solutions experts" -- I think that was their name -- at Virgin Mobile.
I really didn't want to leave Virgin. I love getting discounts at H&M, chances to win tickets, and other valuable offers. Customer service is very very VERY important to me and I cannot stress it enough.
William from downtown Toronto's Virgin Mobile truly made my day better and I so appreciate it.
No comments:
Post a Comment