clever.alias
02-05-2012, 08:55 PM
Alright, so let's start from the beginning.
I bought a Samsung Galaxy S II in late July. Towards November, I noticed the phone would heat up considerably. The battery would not even last a metro ride to school, and that was while listening to music. I knew this was normal so I contacted the Virgin Mobile Care Specialists. They told me they would send me a loaner phone and I would have to send the phone to their repair centre. The loaner phone arrived in two days and I was surprised at how easy the whole process was. I shipped my phone on December 1st. Now, I knew sending out a phone in December would just slow down the process since the holidays were around the corner. So the "1 to 2 weeks" repair window obviously had to be extended. Fast-forward to the first week of January (January 3rd) and I was curious to see if any progress was made. The Care Specialist talked to the warranty team and told me that the only update they had received from the repair centre was on December 7th and that was of them receiving the phone. That alarmed me. I called a whole month later and there was practically no news on my phone. So I was told to call back the following week and hope for an update. I call the following week (Week of January 13) and thankfully, there was a new update: They had opened it and were "investigating". Nothing further than that. Again, I was told to expect to receive the phone by the end of the week or by the beginning of next week. To keep up, that's the end of second week or beginning of third week that I should get my phone. Now I'm at week 3 and there is still nothing. I call to get an update but again, nothing. So I just gave up. I did not ask for any compensation. I just asked for my phone back. On January 30th, I received a box from Canada Post. I am expecting to receive my phone back, but instead they send me a brand new Samsung Galaxy S Vibrant. Now, the address on the receipt was that of the repair centre. A couple of minutes later, I called a Care Specialist to see why I was sent the wrong phone. She told me she had never heard of this ever happening to someone and she would talk to the warranty team right away. 25 minutes on hold, and the only answer I got was that the warranty team had sent an e-mail to the repair centre to see why they had send me the wrong phone. She also told me to call the next day. So that's exactly what I did, but nothing again! Now they told me to call back by the end of the week. So, two days ago, I called the Care Specialists once more. Again 20 minutes on hold, and all I was told is that the person in charge of this situation, in other words, the person who's taking care of this escalated situation was not working and I should call back tomorrow or on Tuesday.
Two months and counting. I have not received my phone back. What bothers me is that they sent me a BRAND NEW phone, but it was the wrong one. What I don't understand is that if they were to send me a brand new phone, why wait nearly two whole months to do so? And what bothers me even more is the fact that the only way they communicate with the repair centre is by e-mail. We live in the 21st century, how come they cannot communicate by phone and get the answer right away? Every single time I called, I was calm. Even if I had to wait half an hour to get the same answer, I still kept calm.
I went to the Virgin Mobile store I bought the phone at. The manager told me that the serial number/IMEI under my account is linked to a Samsung Galaxy S II. So even he is surprised at the fact that I was sent the wrong phone. Again, I was told the situation would be escalated. But I believe they are making a farce out of this. Nobody should wait two months AND COUNTING to get their phone back, not when that company promises to ship the repaired phone in a timely manner (2-4 weeks).
Is there anything I can do about this?
I bought a Samsung Galaxy S II in late July. Towards November, I noticed the phone would heat up considerably. The battery would not even last a metro ride to school, and that was while listening to music. I knew this was normal so I contacted the Virgin Mobile Care Specialists. They told me they would send me a loaner phone and I would have to send the phone to their repair centre. The loaner phone arrived in two days and I was surprised at how easy the whole process was. I shipped my phone on December 1st. Now, I knew sending out a phone in December would just slow down the process since the holidays were around the corner. So the "1 to 2 weeks" repair window obviously had to be extended. Fast-forward to the first week of January (January 3rd) and I was curious to see if any progress was made. The Care Specialist talked to the warranty team and told me that the only update they had received from the repair centre was on December 7th and that was of them receiving the phone. That alarmed me. I called a whole month later and there was practically no news on my phone. So I was told to call back the following week and hope for an update. I call the following week (Week of January 13) and thankfully, there was a new update: They had opened it and were "investigating". Nothing further than that. Again, I was told to expect to receive the phone by the end of the week or by the beginning of next week. To keep up, that's the end of second week or beginning of third week that I should get my phone. Now I'm at week 3 and there is still nothing. I call to get an update but again, nothing. So I just gave up. I did not ask for any compensation. I just asked for my phone back. On January 30th, I received a box from Canada Post. I am expecting to receive my phone back, but instead they send me a brand new Samsung Galaxy S Vibrant. Now, the address on the receipt was that of the repair centre. A couple of minutes later, I called a Care Specialist to see why I was sent the wrong phone. She told me she had never heard of this ever happening to someone and she would talk to the warranty team right away. 25 minutes on hold, and the only answer I got was that the warranty team had sent an e-mail to the repair centre to see why they had send me the wrong phone. She also told me to call the next day. So that's exactly what I did, but nothing again! Now they told me to call back by the end of the week. So, two days ago, I called the Care Specialists once more. Again 20 minutes on hold, and all I was told is that the person in charge of this situation, in other words, the person who's taking care of this escalated situation was not working and I should call back tomorrow or on Tuesday.
Two months and counting. I have not received my phone back. What bothers me is that they sent me a BRAND NEW phone, but it was the wrong one. What I don't understand is that if they were to send me a brand new phone, why wait nearly two whole months to do so? And what bothers me even more is the fact that the only way they communicate with the repair centre is by e-mail. We live in the 21st century, how come they cannot communicate by phone and get the answer right away? Every single time I called, I was calm. Even if I had to wait half an hour to get the same answer, I still kept calm.
I went to the Virgin Mobile store I bought the phone at. The manager told me that the serial number/IMEI under my account is linked to a Samsung Galaxy S II. So even he is surprised at the fact that I was sent the wrong phone. Again, I was told the situation would be escalated. But I believe they are making a farce out of this. Nobody should wait two months AND COUNTING to get their phone back, not when that company promises to ship the repaired phone in a timely manner (2-4 weeks).
Is there anything I can do about this?