I've actually signed up as a new Virgin Mobile customer on 16/11/2007. I was advised that I should be receiving a new phone in 3 working days and I will be able to transfer my current number. This did not happen. On the 21/11/2007, I rang the Virgin Mobile team (average call-hold time with Virgin Mobile is 15 mins.) The person I spoke to advised me that Virgin Mobile actually have no idea when their customers would receive their phones, as it was a courier company that handles this. She went on to say that it may take up to 5 days to receive my phone! I was not aware of this and it’s certainly not stated any where on their web site. 5 days go past and still no phone. I ring back. I get put through to a number of people but no one is sure what has happened to the phone – but they did tell me to call the courier. I ring the courier. The courier tells me I need some number (I forgot what it’s called) for them to know what has happened with the parcel. I’m advised that I have to ring the Virgin Mobile team again! I ring them again. I get the number. 2 days later, I FINALLY receive my phone. However, now they forgot to include the sim card. So, I had to ring up again. Sim card is received 2 days later. OK - so now I'm ready to start using my phone. No - The phone won't accept my sim card. I ring again. I’m now told that the sim card cannot be activated on my current number and I’ll now have a new number. I’m annoyed with this but as I just want my phone to be activated – I say this is fine. However, the sim card still won’t work. I'm told I have to now go to a Virgin Mobile store to have the phone checked out. The next day I send my husband to the Virgin Mobile store to have a look at the phone. The sales assistant agreed (!!!) that the phone is, yes, faulty. He continued to instruct my husband to find a Nokia store (??) to have a look at it. He husband told him that this is an issue for Virgin Mobile and he is certainly not going to trek around Melbourne looking for a Nokia store. The sales assistant finally agrees that a replacement phone will be sent out and the old phone will be sent back. Today is the 04/12/2007 and I still do not have my phone. I just rang Virgin Mobile and was told that I have to send the old phone back and then I can receive a new one. Why on earth they did not take it back at the Virgin Mobile store? After explaining my story (yes, I had a whinge to them too), the person I spoke to hung up on me (well, they pretended that they couldn’t hear me!) 19 days and still no phone!!! So much for receiving your phone in 3 days!!!
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