[QUOTE/]Recently you requested personal assistance from our on-line support center. Below is a summary of your request and our response.
If this issue is not resolved to your satisfaction, you may reopen it within the next 1 days.
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Subject
Phone operations
Discussion Thread
Response Via Email (Julio) 12/13/2011 11:44 PM
Hello Richard,
Thanks for contacting Virgin Mobile Customer Care.
We are sorry to hear that your phone is not working properly.
It is our pleasure to inform you that your replacement phone order has been submitted today 12/14/11. Your order number is "VMUxxxxxxxxx" and it should arrive in 3-5 business days.
This procedure works like this: you receive the package and in it will be the phone and a white envelope, you need to place the faulty phone in the envelope and drop it into the nearest US mailbox. We recommend that you keep the battery and back case from your damaged phone since Virgin Mobile is no longer sending these accessories along with the replacement phones.
We do request the non-working phone be returned to us within 14 days of the original order. If the handset is not returned within the 14 days, we suspend service to both phones (non-working and working) immediately until one is returned. Customers will receive alerts and email messages reminding them to send the older handset back until it is recorded as coming back.
If you need additional assistance, feel free to let us know how we can assist further or contact us at 1-888-322-1122 (or *VM from your handset). You can reach us Monday through Sunday from 4am-9pm PST.
Thanks,
George
Virgin Mobile at your Service
Prepaid Cell Phone Service and Pay as You Go | Virgin Mobile
Auto-Response 12/12/2011 07:28 PM
Dear
rvsidekick6@gmail.com,
Thanks for sending us an email. We received your message dated 12/12/2011 07:28 PM .
Our team is looking at your email right now. Due to higher than normal email volume recently, we will respond to your email within 72 hours. We apologize for any inconvenience.
In the event you need to contact us regarding your original message, please refer to the Incident # xxxxxxxxxxx .This will help us locate and review your correspondence with us.
Thanks once again for writing. We'll be in touch very soon.
Virgin Mobile USA Customer Support.
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Remember, you can contact us using *VM from your Virgin Mobile, or (888)
322-1122 from any other phone.
Customer By Email ( 0000000000) 12/12/2011 07:28 PM
The user was NOT logged in when they submitted this support email request.
The name submitted by the user is Richard A xxxx.
The phone number submitted by the user is 850xxxxxxx .
The PIN number submitted by the user is xxxxx
The product type submitted by the user is prepaid.
The subject submitted by the user is Phone operations.
The message submitted by the user is: (this would be my original email)
Hello!
I am having an issue with a newly received phone that I got due to a previous issue (it happens to be the same issue). It will not charge while it is turned on, only while it is powered down. I do not think it is an issue with my actual phone, it is the second phone I've received because of this issue. I have tried several various chargers at different locations, which didn't help; it won't charge. Is there anything we can do? I don't have another battery to test with these chargers, but I know they work on 3 LG Optimus V's.
My address- XXX NE Cosmos Dr. Pinetta, FL xxxxx
Phone Number- 850xxxxxx
email-
rvsidekick6@gmail.com
Question Reference #xxxxxxxx
Date Created: 12/12/2011 07:28 PM
Last Updated: 12/13/2011 11:44 PM
Status: Solved
Spanish Speaking:
Channel ID:
Siebel Agent ID:
Store Name
Device Type
Brand
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Richard Varn
7:58 AM (1 hour ago)
to Our
Hello,
I appreciate yall trying to fix my issue, however, I,'ll repeat what i said. I don't think the problem is my phone. I tested a different battery and the phone functions normally, so a new phone wont be necessary. The battery is the issue. Thanks though!
Ricky
Richard Varn
8:16 AM (1 hour ago)
to Our
Hello again,
I just tried using my GPS to navigate to a local business. My phone never found my location, and even after it sat for 15 minutes. I tried it again later on in a different location, standing still, and it still didn't find my location, even though I was standing outside. So, I am not sure what to do about this issue either. I have an open ticket already on my account about this issue. This on top of my battery/charging issue doesn't make me happy with my $300 phone. Thanks for looking into my issues, however.
Regards,
Ricky [/QUOTE]
As you can see.... I started off with a charger issue... then, I thought to try my GPS (I don't use it but every once in a while), and I then promptly told them about it... so, I guess I'm getting a new one, but I don't really want a new one... I just want it to work! :/