I received a call from Virgin Sales on 28-10-2013 to upgrade my phone to a Samsung S3. I was told the phone would reach me within 7 work days and that I would receive a call when they deliver. Two weeks later, no new phone and no phone call. I called Virgin, and was told the matter would be escalated and I would be contacted within 24 hours. 24 hours passed - no call. Called again on 12-11-2013, and was told that Samsung S3 is out of stock but that I could have a S4. I agreed - once again I was told no later than 7 work days (but was promised that it would be much sooner because I had received 'bad' service and waited long). I called Virgin on 21-11-2013 because I hadn't received the new phone or a phone call - and was informed that the phone had been sent back to the warehouse. Once again the matter was 'escalated', I was told I would receive a phone call within 24 hours... didn't transpire. At this stage I still have my old phone, which has reached it's 2 year contract and now is full of glitches... I've been waiting for almost a month to get a new phone. Every time I have to call Virgin Mobile to find out what's going on... unacceptable. I'm cancelling my contract.
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