Virgin Mobile and Sony Ericsson W995 questions

Penny_Farthing_2

Hi
Please can anyone help me with any of these problems:

W995

Delivered 13th Oct. Love the phone but I have 5 music playlists I created myself. To add extra tracks to them, I'm supposed to enter the playlist and select the first choice which should be 'add tracks'. On one of my playlists I can do this but on the other 4 there is no 'add tracks' choice.

The other thing is that sometimes when I send texts it takes ages to send then I have to wait about a minute while the main screen says 'Emergency messages only' and I can't phone out. I have been with Virgin for over 10 yrs and not had this problem with the network/other phones before.

Virgin Customer Service

I have always found this to be excellent in the past but I have had the run around this time. It takes AGES for them to answer calls. One guy said he'd find the answer to my issue with the playlists and call me back the following day. That was a week ago. On Friday, I was told they would email the problem to someone on the tech side and they would phone me. No joy yet. This is the precis of my gripes with them.

I'm very unhappy with the service and I
wonder if I can cancel my contract as I'm within the 28 day period

Our 28 day Customer Satisfaction Guarantee

Our 28 day Customer Satisfaction Guarantee lets you exchange your joining pack, phone or mobile broadband data device for a different one of the same value or get a full refund, less any airtime or data you've bought. We will even send you prepaid packaging to post it back. For a refund, return it ‘as new’, in its original packaging, with proof of purchase.

Mobile phone: If you Pay As You Go you will be charged for any airtime you have used according to our Pay As You Go tariff. If you are terminating a Pay Monthly contract you will be charged for any airtime you have used prior to termination according to our Pay Monthly tariff

I've tried to select the option 'press 4 if you're thinking about leaving us' twice but it cut me off each time. That's a novel way of making sure customers stay with you!!
I've just called this number from their website and got the 'number not been recognised' message. Sigh.

What to do if you are dissatisfied:
If you are unhappy we need to know about it as quickly as possible. To avoid delay please contact us by:
Contacting Customer Care call 0800 6000 789

I have just emailed a copy of the post to their Customer Complaints email and had an automated reply saying it would take up to 12 days to reply.This would take me outside the 28 days.
I think this is answering the question about whether it's time to leave!!



I'm thinking now would be a good chance to switch to O2 if their customer service is any better.

Any ideas please?

Techhead_2

I can't comment on Virgin. But you chose an awful handset. So I would certainly change that.
I've always found O2's customer service to be one of the best, not perfect but better than other's I've experienced.

Penny_Farthing_2

Thanks for the advice Techhead. I like the phone as I don't want a touchscreen or tiny buttons. I need the sensory feedback of an 'old fashioned' phone and I do like the W995 though I think there are issues about its mechanical reliability.