I have flagged this as a quality and customer service issue.
I have been using Virgin Mobile in the USA since 2006 and in past years found the service great. However recently I have become a little frustrated. I have 2 Virgin cell phones and when I called from one with an issue about another I had to navigate the frustrating menu options to find some help with the phone. None of the IVR options matched my needs so I selected troubleshooting only to go round in circles. The IVR system kept on playing the same set of announcements - there seemed to be no way to speak to anyone! After probably 15 minutes of frustrating messages I finally connected with an agent - talk about call avoidance! The agent was based in an outsourced contact center and almost sounded like a robot. I explained my problem and she said 'Ok ma’am, what we will do is ..." I let her finish and said I am not a woman. She obviously did not take notice because a minute later she called me 'ma’am' again. I said again, I am not a woman. At this point she apologized. She knew my name etc but for some reason called me 'ma’am' twice! I found this once before with Virgin Mobile USA.
Come on guys, this is not acceptable and I certainly do not sound like a woman! And the service? it was very poor overall - talk about call avoidance with IVR! Eventually the agent gave me a solution in the form of a set of instructions - I asked if they could be emailed but they don't have access to email so I had to write down the instructions and was told I could call back if they do not work. You can bet I read back word for word the instructions - all of them - because I did not want the hassle of calling back, spending 15 minutes trying to get an agent and then being called 'ma’am'. Come on Virgin Mobile USA - what happened to the great service I used to get? Cost cutting on service will lose my business.
Publish Date: March 2, 2010 10:27 AM