I am the proud owner of a shiney new iPhone (even though I said I’d never get one..usability and Twitter won me over). The problem is that it’s not working like it’s supposed to. The good thing is that it’s not a problem with the phone. My problem lies with my mobile carrier. Virgin Mobile Australia. You see, I ordered the phone last Wednesday, and received it within two days…excellent service so far. I expected to charge it, activate it and I’d be right (speaking from experience, I’ve seen it done). But that’s not what happened. I contacted Virgin the following morning and was told that I’d need to wait 24-48 hours for my previous plan to be changed over to the new data plan. I wasn’t happy, but what could I do? I put up with only having Net access when I was in Wi-Fi range, and called again first thing monday morning. Again I was told … 24-48 hours, your service will be switched on and someone will contact you. I was willing to show a little more grace, so I waited…still no one called and my data plan still wasn’t operational. This morning I called for the third time and spoke to two different people. and for the third and fourth times I was told … wait another 24-48 hours! It has been a week since I ordered my phone and verbally agreed to the contract for the data plan, and yet I still get told to wait for a phone call, with no explanation of why or how long it will take for the data plan to be set up!!!!

I have been a Virgin devotee in a number of areas for many years, faithfully choosing their services over traditional, established providers, because they offered great service with a quirky twist that appealed to my inner rebel. I have always been very impressed and pleased with their service. This experience however, has left a very bad taste in my mouth. I am extremely disappointed with the lack of adequate communication as well as the delay in delivering the services they promised.

I hope this gets sorted out soon….next stop … the Ombudsman.

signed…Waiting by the phone

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