This article on Virgin Mobile got me thinking about my account. Now, the story isn't that great but it does point out the frustrations people have in dealing with customer service issues. To summarize, a woman's stepsister passed away and her Virgin Mobile account has remained active for six months. There's really not much to worry about since it is a prepaid account and therefore the stepsister is not gathering up bills after death. The point is that that Virgin Mobile just can't seem to manually close the account. They act like it's a chore to get stuff done.
Again, this is just an inconvenience and at least she's not being charged for a phone that no one is using. But it bothers me to hear stories like this. I mean, think if there was a bigger issue here. Everyone has dealt with companies who are just incompetent when it comes to dealing with customer issues. Sometimes it's like the logic and reasoning behind the actions of a company only make sense to potheads.
I've had a Virgin Mobile prepaid phone since 2004. I haven't signed a contract with another phone company because of my horror story with one in 2003. Virgin Mobile doesn't have the glamorous phones that other companies do but I have what I need: a cell phone.
And I've run into their lame customer service department as well. Last year I moved from Seattle to Vegas and had to change my number. Shouldn't be too hard, I thought, so I called in and made the request. After getting through all the account verification stuff the rep asks me my new location and enters the info to give me my shiny new Vegas number. As I get my pen ready to write it down, I think of all the annoying calls I will have to make to update people on my new contact info.
The rep tells me the digits but the problem is that it begins with 206. The area code for Vegas is 702; Seattle is 206. I ask him to repeat the number. Yeah, I heard right. It starts with 206. So I tell the rep that I've actually moved to Vegas. In the state of Nevada. I don't need another Seattle number. He tells me that's the info he entered and thats my new number.
I explain that this must be wrong because 206 is the area code for Seattle. I need a number local to Vegas. The rep re-enters the information and tells me that he will retrieve another number. This one will be for Vegas and I'll be ready to go. I'll point out that during this part of the conversation both the rep and I have been polite to each other and there's been no "tone".
My new number is ready: 2...0...6...
Now I'm rubbing my eyes in frustration. Look, I tell him, this can't be right. That is the area code for Seattle, I explain, I need a number for Las Vegas. Here's where his attitude kicks in. Maybe he was having a bad day and this pushed him over the edge. Mr. Rep raises his voice and says, "this is your new local number for Las Vegas and it begins with the 206 area code".
Once again, I explain to this guy that this is not the area code for Vegas. Why would I want a 206 number if I already had one. There would be no point for me to call. While I'm talking, I start to imagine that I've lost my old number only to get another which is useless to me in this city. People would have to call long distance to reach me. I make sure I'm not insane and verify that my parents home phone number does indeed begin in 702. "Why are we even arguing. The problem must be on your end because Las Vegas numbers begin with 702."
And that's when he says this: "Sir, this is the number that the system has given you. I'm looking at Las Vegas businesses online and their telephone numbers have the 206 area code."
Does this guy think I'm some kind of idiot? Does he just want to get me off the phone? Luckily, I too have access to the Internets. I happen to have my laptop in front of me and I do a quick Google search for "las vegas businesses". The results show phone numbers beginning in 702 but, oh my gosh! None begin with 206. I quickly inform Mr. All-Knowing-Omnipotent-Customer-Service-Representative that I am also looking at a listing of the same information he should have in front of him and the area code is indeed 702.
Over the phone I hear fingers clicking over a keyboard and then a short pause. And then: "Oh".
You lying sack of cagada. Of course, I didn't say that. I didn't need to; he knew he got caught lying. Yeah, that must be a flawless system they have over at Virgin Mobile. It must be better than Skynet.
Anyway, I get put on hold for a few more minutes and a supervisor returns on the line. His vague explanation is that an error occurred on their end and that I was correct. I get my 702 number and, for laughs, I ask him why I was lied to, and treated poorly. I get the standard "sorry for the inconvenience" excuse and let it go.
So I hope you learn a lesson from reading this. Make sure no company punks try to get away with lying to you. Especially when you know you're right.