Virgin Mobile Customer Service!!

James0101

I'm a Virgin Media and Mobile customer for around 6 years with a perfect payment history. I called them a few days ago to double check when my contract was up for renewal. I was passed to their upgrades team where I was informed I was due an early upgrade as I was an "excellent customer". Fair enough I thought, I'll see what deals they have. I currently have the S3 and was contemplating moving onto the S5 or Z2......

Anyways, after being on hold for a few minutes the guy tells me "unfortunately, your only a C2 customer and in order to get one of those two phones, you need to be a C3. Can I tempt you with an S4?" What?!?! "What on earth does that mean" I said to him. "It's our in house credit scoring system and to get the top grade phones, you need to be a C3 so I will have to put a request in for you which takes 24/48hours". "So your telling me, a customer who will be on his fourth mobile contract with you coming up, who has never missed a payment and is a Media customer has to be "checked" in order to be allowed the luxury of getting a newer phone?" I said. "That's how it works Sir" he replied.

Feeling annoyed and rather insulted at this stupid Business tactic, I waited the 48 hours to the find out my request to become a "C3" is declined!!!!! And why is it declined? Apparently because I moved from a "C1" to a "C2" a month ago and you cannot move to a "C3" until you have made three good payments in a row! I've made over SEVENTY good payments in a row for Gods sake! Man, I've never heard of anything so stupid in my life! OK, maybe have a scoring system in house to maybe decide what grade a new customer would come in at after their initial credit check? But, an existing customer who has had three phones already and has other Virgin products too with a perfect payment history?!?

Anyone else had this? So, if I'm a good boy for two more months - I'm allowed a new Samsung phone! A JOKE!

This certainly isn't a case of "if Virgin don't give me a new phone, I can't get one" Changing providers wouldn't be a problem. I called their Retentions Team to get a final bill if I was to buy my remaining contract out. When the guy asked me why I wanted to leave and I explained it all to him, he was more baffled by it all than me! I just struggle understand how a company can come out with such rubbish to their good, loyal customers!

19lottie82

it's nothing to do with "loyalty", it's about how much money you make them.

if you're not happy, vote with your feet and move to another network, which is what I think I would do in your opinion.

James0101

Well considering I'm a Media customer, mobile and I also moved my line rental to them from BT recently - I spend a few quid with them!!

Yeah, moving seems the best bet. Will have a look about at what deals are available shortly....

19lottie82

Another tip would be, wait until you are within the minimum term of your phone contact, then see what VM offer you, no providers will give out their best deals during an "early upgrade" period. Advisors will be trained to try and push carp, 2-3 year phones on to customers who don't really know any better, but are conned into thinking they have got a good deal.

James0101

I mean I have never really had a cause to complain.

At the end of my previous contracts, they have gone out of their way to offer me great deals to keep my custom.

Same with my Media services. A couple of times I've told them I've been offered a better deal and they have discounted my bill.

I am approaching the end of my contract now, with only a couple of payments left. Hence they are offering me the upgrade now, but only the "C2" and not the "C3" phones!!! lol Pathetic......

robbies_gal

they all do this they have differnt levels for howmuch you pay a month not how long you have been with them

James0101

Well I pay them enough and have done for many years now. Media package, line rental and my contract is the VIP unlimited tariff which carries the highest monthly premium.

They have no problems upgrading me to a "C3" apparently, but I have to pay two more payments on time to justify my upgrade to this after over seventy good payments in a row?! Sorry, no logic in that what so ever!!!

robbies_gal

and ive paid for 12 years iwth them it still wont get me a better phone

James0101

Leave then.

This has never happened to me on my previous renewals and I have always been given the choice of any phone with a good rate to match!