Hi,
First thing's first I am writing on behalf of my Dad.
We went to the Virgin Mobile store in clear water to renew a cellphone contact. After browsing the phones a Samsung S4 was chosen, all was done and dealt with. We Went home and put the phone charge after a while then saw that the phone Froze completely with the phone being warm all round. Pulled the battery out and the phone restarted as it was non responsive. After one week we then returned to Virgin and explained the nature of the problem, only to be told that we need to update the software! We complied and downloaded the most recent software needless to say the problem still persists Which means my Dad would need to go back again! This is frustrating and really poor service!
The consultant should have taken the phone back there and then because obviously the phone is faulty. This type of service is really unacceptable!
Working in customer care field myself, I would never send a client away to deal with the problem alone! If it was me I would have updated the software for the client and apologize for the inconvenience and still try every other solution.
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