Is Virgin Mobile customer service always this bad?

[angelhunter54]

My fiancee recently ordered a phone from the Virgin Mobile (NYSE: VM) website. She has some questions she would like the answers to before before activationg the phone. These are simple questions that are not specific to her account. Every time she asks the questions via email, they respond that they can't answer any questions without her phone number and password. She tried calling the customer service number and sat on hold for over 20 minutes. I emailed them three times asking these questions as a potential customer, figuring they may be more resonsive to someone whos money they haven't received yet, with no response whatsoever. Is this level of non-service what she can always expect from Virgin Mobile?

All she wants to know is how is the airtime that came with the phone applied? There was no mention of it in the packaging and no card or anything.

Can she use this airtime to activate the phone without buying more?

What happens to this airtime if she signs up for a monthly plan?
Finally, their website says weekday prime time hours are 7 PM to 7 AM, while the brochure that came with the phone says 7 PM to 12 AM. Which is it?

[william W]

No, not really.
I'm using Virgin Mobile (NYSE: VM) now, their service is Ok.
VM will give you $2.50 airtime for start and but you'd better buy a top-up card after you activate the phone (at any major retail store.)
You need to call VM customer service to activate your phone.
Once you on the phone, they will ask you to choose the plan: min2min, day2day, mon2mon...
Otherwise, you can log on to www.virginmobileusa.com ,
you can also switch to any plan at any time with no extra charge.

P.S. VM monthly plan is not cheap...Why didn't you consider a contract plan from another carrier??