Virgin Mobile – Need To Review Their Processes
By Jim Symcox on Apr 5, 2009 in Virgin, Virgin Mobile
If you’ve followed my thoughts on Virgin’s Mobile arm ability to deliver a phone when promised you may remember that after a week the new promise was delivery for Thursday.
Thursday The Promise Date Arrives
And of course as Thursday arrives. No mobile makes an appearance.
Yet again I contact Virgin, having the dubious pleasure of yet again paying to complain about the no-show of my mobile phone.
I find that the order has gone to finance for another approval! Again! And again I laugh.
Can this really be happening?
The rep says that actually they can now deliver for Friday. I point out that I’ve actually waited in all day 3 times now on the promise that the phone would be delivered. And Friday happens to be a very busy day for me so I wont be in.
It’s suggested that they deliver to another address, I agree and give my neighbours address. Unfortunately the rep discovers that you can’t change delivery addresses or deliveries due the following day.
In the end we agree for USP to try and deliver Friday and if unsuccessful to re-deliver Saturday.
Friday And We Have A Phone!
As planned Friday is ultra busy and I just arrive back after an appointment go and make myself a cup of tea and someone from UPS appears at my door with the phone.
Hallelujah!
I rip open the box to see my lovely gun metal gray phone just waiting to be used. I take it out and search for the Bluetooth headset. Not with it…
SO, yet again I make another call (that I pay for) to ask for the blue tooth headset to be sent to me. The Virgin rep says it will take 7 days to arrive. My lip curls in a sardonic grin and I hold myself back from saying I’m used to it!
Fortunately the rep is sympathetic of my plight as I waited or the phone and spent so much time hanging on and talking to reps that she gives me 3 months free use (within my contracted minutes and texts).
What Do I Think?
Well done at last Virgin for delivering and making me feel a little better about the hours wasted on follow-up that should never have been required.
I seriously suggest that someone, maybe a business growth coach 8-), looks at your business processes for phone ordering because it just isn’t working right.
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Jenna | Apr 6, 2009 | Reply
Isn’t that such a pain?! The same thing happened to me a few weeks ago (although not with a cell phone) when I ordered a couple of books online. One of them I really needed right away and had even went to all the trouble of having it overnighted and was then pissed when they didn’t deliver it. I ended up getting the package that I had paid regular shipping for before I received the other one that I had paid extra for to have shipped over night! Ridiculous.
jimsym | Apr 7, 2009 | Reply
Hi Jenna,
Thanks for your comment.
You’re right and yet if companies look at their processes and improve them they would have us as disgruntled customers, or worse ex-customers.
Jim