Virgin mobile customer service?

Its important for my wife to stay in touch when she goes out, she doesnt really like leaving me because of my disability and current state of health but we need food and she visits her parents and so I got her a Virgin mobile phone.

Unfortunately I had to arrange an exchange on the handset and so I rang Virgin, apparently it’s not a problem but I can’t return the phone to their shop which is about two miles away. I’m told by their freestyle team that I am being put through to the “back team” or something like that but after being on hold someone messes up and hangs up on me.
So I ring back, press 2, press 2, press 1, listen to recorded blah blah blah. I’m told that the team will ring me back but the next day at 1pm I still haven’t had a call and so I ring them, after making it through the keypad presses I’m through to a very nice sounding lady. Phew its sorted, no one was ringing back and a courier would be here next week to collect handset and give me the exchange handset.

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However half-hour later a letter arrives that says I have to return the handset via Royal mail and when they receive it and book it in, I will be sent the exchange handset and so I ring back. Press 2, blah blah blah and a guy confirms this and tells me the courier method is the old system!
I explained (ranted on) about all the problems and said they could at least send the new handset now as a sorry, after all if I don’t send the first one back I will be charged as they now who I am, but the short answer was “No!”

How can this happen? Customer service should be number one priority because without it, the company is doomed. However it seems that Virgin are just interested in a smooth service when it’s about signing contracts and after that, well you just have to hope for the best!

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