Virgin Mobile Mini Store

Virgin mobile Canada is the worst Telecom company in Canada! I have baught a screen protector for my Samsung Galaxy S5 from Virgin Mobile in Dufferin Mall and the installation of the screen was not proper. There were bubles, scratches on it and it was not at the middle of my mobile phone screen. The sales person in the store promised me that I can return the screen protector and he will refund me my money back if I am not happy with it. I came after couple of days but the sales person refused to return my screen protector and refund my money back!
I talked to his supervisor he said he is not aware of what the sales person promised me and the company policy is not to return the product. Also, the supervisor told me to come back after 3 days when the manager is available so I can talk to him. I asked the supervisor for the manager phone number but he didn’t give it to me! Then I asked him for the complaint department phone number of Virgin Mobile and he gave me the customer care phone number. I called the customer care phone number and they told me that they can’t help me because I don’t have an account with Virgin Mobile!

I went here yesterday to switch from Bell. The plan I got was much cheaper than what I had before and I was able to get set up with a new phone. The rep was friendly and helpful and the whole process was super easy.

Never have I been more upset or disappointed in a company. TERRRRRIBLE SERVICE in every aspect possible. Signing with this company is the biggest mistake any cell user could make. My EXPERIENCE WAS TERRRIBLE AFTER TERRIBLE AFTER TERRIBLE-​GETTING ROBBED AND CHEATED LEFT RIGHT AND CENTER!!!
Any time I reached customer service, I was passed on and on, speaking to them was like talking to a robot and as helpful as trying to solve an algebra equation with chewing gum.
FIVE STARS FOR FRUSTRATING THE LIFE out of custome
I will forever work my persuasive and very effective sales charm on sending any potential client who approaches a kiosk within my view to another company WITH PLEASURE.
I vow to serve as a cell advising vigilante for all my eaton and dufferin walking days.
SHAMMMME ON YOU!!! boo!

I am shocked to read the horrible reviews. I had the best experience ever today switching from Wind (boo) to Virgin. The sales rep Matthew was so awesome. He was totally laid back and answered all my questions. I really hope I don’t end up hating my service like everyone else has.

Right from day one, I’ve had nothing but issues with these crooks. First of, the phone I had didn’t even work properly, so I had to waste even more time by giong back in the next day to get it running.
Then to make matters worse, I was lead to believe that I can take calls from any Sudbury number if I’m not in town, but if any other number, like say one from London or Toronto came in, that would be billed long distance. Flash forward to a month later and my $ 30 credit was wiped out. Why? Because of long distance charges! I was then told by the same crook that if I answer it anywhere but Sudbury, I WILL be billed long distance at a rate of 35 cents a minute. What the actual fuck!!!
Another common problem is you might end up on another city’s cell phone tower. I remember one time I was at home when a call came in and it was cut off 10 minutes later. I call up customer service (after being cut off a few times) and the stupid bitch tried to tell me that I wasn’t in Sudbury, but in a town called Hearst. At that point I had never even heard of Hearst, and had no idea what a Hearst was. The useless CSR said she’d «Credit me back just this one time» and I asked why this happened and she told me «Well you got your money back, why do you care?».
Finally, good luck getting through to their useless customer service reps. Very often you’ll just get cut off, and if you do manage to make it through, there will be so much interference on the line that you won’t be able to hear anything they say.
Maybe if they spent actual money on a real phone system and not some shitty unreliable voip system, this wouldn’t happen.
Update: I yet again had more money taken away from my balance, this time because of data charges. Apparently what happened is my small alottment of data wasn’t reset when the new billing period began, which resulted in overage charges.
It took well over an hour on hold before I was cut off. Since I was in the New Sudbury Mall I went to the Virgin Mobile kiosk but they were totally powerless to help me. The girl working was finally able to get through to a French speaking rep who said everything should be working fine for me then on.
Come the next day I call and demand to speak to a supervisor whose name escapes me. She told me my data had all been used up, despite me having half of it remaining, and I monitor the usage on my phone like a hawk. I only ever use the mobile data to check Facebook or my work schedule very briefly, and then it’s disabled once I’m done. She however was not able to tell me how much data I have used, or how much I am over, just that my monthly data had all been used up. What the actual fuck!!!
She said she’d give me a $ 20 credit to make up for all the nonsense I have gone through for the last year. While that is very nice and appreciated, it still isn’t nearly enough for me to stay with them because for what I pay, I get squat.
At least at Koodoo they are much more reasonable, and if I end up on a random cell tower in a neighbouring town, I won’t end up with bogus roaming charges.

Virgin Mobile’s customer service is dismal at best, and this is putting it mildly! I have called customer service three times; in order, to get clarification about upgrading my phone. The two times I called I was not told that I would have to upgrade my plan to upgrade my phone. The third time, I called I outright asked what the conditions were to upgrade my phone, I was then told I would have to upgrade my plan or if I decided to go on Super Tab I would have to pay $ 799.00 in the store up front. Someone tell me, what would be the point of then choosing either of these two options? I would rather walk into an Apple store and purchase the phone from them, this way I’m not locked into any contract and have the freedom of changing provider’s if a better plan comes along! When I was debating signing with Virgin I clearly remember being lead to believe that upgrading my phone at anytime would be no problem, but this clearly has not been the case. Through this ordeal I have waisted about five hours over the course of two days, and have arrived at no solution. I did however, end up getting very frustrated and will be definitely leaving as soon as I find a better deal!!!

Very rude customer service from the store manager. They did not accept my identification and refused service. Accused me of trying to fraud them. All I wanted was an upgrade of service. Going back to WindMobile.

If I could give zero stars I would. You literally cannot contact the Complaints Department. After 3 days they are supposed to contact you and I am still waiting. These folks sold me a phone under false pretenses. Essentially, I work in a coverage dead spot and I can get neither a reduction on my bill nor a refund on the phone without facing major fees. But of course all of that is academic at this point, as the Complaints Department is about as accessible as Shangrila. Boy I’m miffed. Worst customer service. Don’t go here. Go with smoke signals and Morse code before Virgin Mobile.

NO STARS!
virgin mobile is so shitty at customer service, got a blackberry nov 10 for daughter the charging unit is not working so they sent to blackberry to fix. blackberry couldn’t fix it and they charged me $ 140 anyway for the service or no service. now she has no phone and they want me to pay $ 280 for a new one otherwise i’m screwed and still have to pay the montly bill for $ 45. don’t ever deal with them. i have rogers for my own phone (huge regrets i didn’t use them) and they always take care of hardware when your a month to month auto billing customer. so basically virgin is fuck you and your cell phone problem. and to end my rant all cell phone companies in canada are a huge rip-​off. breathe!!! if anyone knows of a cheap place to get an unlocked blackberry please let me know… thx you Unilocal people

Virgin prides itself on their customer care which is a total joke. They have the worst phone in customer care. The wait time is always over 10 minutes and then you risk getting cut off like i did on three separate calls.
Add to that the insult of not being able to register online unless you have a credit card associated with a Canadian address. The whole point of pay as you go is the hassle free aspect of it. Virgin adds extra hassle. I am taking the phone back.
I would avoid Virgin Mobile at all costs. Their marketing is not in line with the actual experience of trying to set up their phones.
Avoid!