Before Boost, I was paying $20 a month for my cell phone and it was good. Then I aquired a company and needed text messaging support, so I upgraded to the Boost shrinkage. I bought the most expensive phone I've ever got and even after the shrinkage stops I'll be paying more than I was. I got and activated my Samsung seek end of February. It was a great phone- everything was quick, easy to text, web, and most importantly service all over San Diego even in low reception areas. Early in April I began receiving calls, emails, or responses when I called that I missed out on a lot of work because I didn't answer my texts.
I went through and called the number like any mouse trips a trap. In the course of 5 months, I called dozens of times, often repeatedly. I had to call on a phone different from my own for troubleshooting, but that phone was the only one I had so had to arrange time with friends and family so that I could use their phones for hours. I also had to have friends with non-Boost phones waiting so that we could text back and forth. First I stumped the CS reps' troubleshooting quide, sometimes told that I wasn't getting texts because of a current service outage. My reply was "then why am I sitting next to my brother while he texts on his Boost Phone?"
At every action, the rep would say to wait 72 hours, so at first I did every little mistreatment and waited days to find nothing. One time I was asked to send a text from my own phone to myself and it worked so the rep hung up. Minutes later I texted my friend and found out my specific problem was not receiving non-Boost texts, that was it. I tried to ask about help with having to call on a different phone, but could get no help. I even went down to a Boost store- the girl was bored, touched a few buttons, called a number and didn't talk, then said there was no way she could help me with her 3+ service provider's cell phones in front of her.
Eventually I got the tech dept and stumped their troubleshooting. First I was told that it couldn't be Boost because if I can get Boost texts then it is my phone- call Samsung. I called Samsung and they told me that because I was receiving some text it wasn't the phone but the service provider. I had to reenter my service data into my phone several times and expected to wait three days; but by now I had stopped and was calling daily if I wasn't working. That obviously wasn't working an so with pressure a stumped tech support rep did a factory reset of my phone. Three days later it wasn't working, and a tech rep said he was going to "open a ticket" to have the engineering dept look into my issue and contact me within 72 hours.
Three days go by without a call, when I called I was told my ticket was closed because I couldn't talk to an engineer because I didn't do any troubleshooting or factory resets on my phone. I suffered my abuse and did it all again. At the end I was to be sent me a replacement phone to diagnose my issue. It was to be at my door within 5-7 business days, she even gave me her promise which sucks that Boost would treat her word with such low regard. On the seventh day, I called and was told that my ticket was closed and the phone not sent as of the day before. She said Boost cannot send a replacement phone until I talk to an engineer. I replied I was to get the phone to put that troubleshooting on my ticket. The rep said to open another ticket, and feeling rather dejected I did. The "ticket" was closed by the next day.
The rep and I argued a bit and the end result I could get from her was that I couldn't get my issue handled untill I got an engineer, but I couldn't get an engineer untill I got a replacement phone because Boost was positive it was my phone. A few days later I tried again and after arguing with reps I got the perfect abusive statement. "It isn't Boost, nothing is wrong with the service, it is every other service provider in the world. We need you to contact every service provider you do not receive texts from, have the account holder question why my phone isn't receiving their texts. When you bring us at least 3, maybe we can help you." By this time, all my friends and family knew about my problem and wouldn't sit down and suffer my abuse with me. So my company and I suffered because I couldn't return the phone nor had the money to switch services. I told several reps I wanted some compensation for my problem;usually I was told I couldn't get anything until my issue was resolved, once I got $20 or $30 in my account.
End of July I had trouble paying my bill, which I always did on time. So I paid it a second time so that Boost had their money, and sent them an email. I said I had a confusing error on my account trying to pay my bill, my bank didn't show it going through and paid it a second time. I have other issues with my phone Boost will not help me with. I am extremely dissatisfied and angry with Boost so expect this issue to be handled perfectly. I got a response the next day explaining my current issue and satisfying me. Then he asked me if everything else was ok with my phone, and I blew up and told him the whole story. He said he was in the escalation dept, was going to keep my issue open and transfer me to tech in a way that they would help me better.
At the tech dept, the rep was awesome and listened to my story. Several times he commented how amazed he was that I was so calm and polite against all the abuse Boost has given me. He began to troubleshoot my phone, but I told him I've done that already a dozen times and he said there is no point in troubleshooting again if it's already been done. He talked to his supervisor and mad a case. He gave me a case # and said it was very urgent. I heard his keyboard clacking and he said I was to get a replacement phone, and he was going to transfer me to the safe desk so I could get some compensation. I said this is familiar, now I'm sure there is a "close any open issue dept", can I talk to them? He replied with a laugh then said that was the safe desk. He said I should get something for being so supremely nice to all the reps I had talked to, that he could see in my account everything that I've done.
At the safe desk I was to get a promo code for a new phone because the replacements are awful, $25 into my account now and back pay for time without proper services. But I had to call back in a couple of days for the code and backpay. I had also received a number for direct access to the tech dept. I called the next day and was told that the phone was sent the day before. I was to call 7-25 for the promo but had work. I did call on the 26th and got a code for "70% off on any phone on Boost." I doublechecked the 70% several times and the reps said that was it. On the 27th I got the replacement phone- so cheap Boost won't sell it anymore. I got it activated, got my text but no one elses and was told it will take 72 hours to get full service on my new activation. I asked if my case was open, told it was closed because the issue was resolved. I told the rep that was a lie, I still have my issue and may he document my dissatisfaction, abuse and unhappiness at this treatment. He didn't want to at first but gave into multiple requests.
On 8-1, 72 hours later, I called back. The tech rep made me do a service reprogramming, which I said I would but is an abusive request because I have done one to this phone and please document my abuse of your request. He claimed he did and I did the reset. Then he said my service was perfect and without error, in 72 hours I'll be getting texts. I said I've been hearing that for months and will not accept it. I asked for his supervisor and was hung up on while on hold. I called CS and explained, and while on hold to tech I was hund up on. I called tech and the rep was good; he made a ticket and gave me a number. I said I've had multiple tickets and he said there isn't any in my account history. While doing the ticket he said that at first his outage map said there were no outages but that partway through that his map said there were three. He also said I might not get texts because my phone number was ported. I replied that I've had my issue while I've been next to a Boost phone making texts and that if it was my number then please confirm this. I also asked what to do if my ticket is closed with my issue unresolved, his answer was that all I could do was open another. That afternoon I got a call from Boost asking for more details on my issue, and what the rep thought was my issue was incorrect and didn't relate to my issue at all. The next morning I got a text at 9:51am. "Sprint here - your issue was related to routing - it has been addressed & U should be good to go now" I tried texting and it worked perfectly.
That afternoon I called tech to get my service transferred back to my samsung since Boost finally admitted it wasn't my phone or every other provider in the world. The rep said he didn't want to because that will mess up my service again. I said it shouldn't, my issue was routing not phone transfers. I also asked for a reset of my phone so that there is no error that could cause my issue again. He activated the Samsung saying it'll be 72 hours and refused to reset my phone, saying it was unneccesary. I said if it's unneccesary why have I been doing it 5 months, aren't you supposed to be accomidating, is it really so hard for you to help me a little bit. He said he wouldn't help me, so at my request put me on hold for his supervisor. And was hung up on. I redialed and the next rep reset my phoneright away, and transferred me to the safe desk at my request. And was hung up on.
After 7-23, I would email Boost after every call or reply, giving a situation report, often venting a little anger but not being rude or unreasonable. At first I got repied the next morning. The final few took several days, got a pointless reply or just didn't get answered. I was trying to get the recompensation I was told I was to get. Also, I checked on the promo and it wasn't 70 but 30% which with my phone fine I didn't really need it. And the replacement phone was worth less than $10. One call I was to be transferred to the safe desk and got Tony, who would only day he was from the "we sell cell phones dept." He transferred me to the safe desk and told me I was given inaccurate information on the promo and that was that.
Also that the $25 was more than ample payment for 5 months of abuse, plus I also got a free phone too (like I was given the most precious of gifts from the Lord Himself...). I was about to cuss him out so I hung up. I emailed that I wanted what I was told I would receive or else I want arbitration as defined in the service contract. I wasn't getting responses and emailed that I didn't want anything now I just wanted to arbirate or sue. I was emailed that Boost was sorry but my issue was reported as resolved. I emailed back that an issue was resolved but if a person read my email then they would see this is a different issue. Without response I emailed again for arbitration, saying that without a response I was certain that Boost was breaking it's side of the contract, and I can sue or whatever. I received a reply to that email that I would be contacted soon, then got previous email's respones afterward.
The next morning I got calls from two different reps. One giving me a number that was different and sent me to a different dept. There the rep said that the super-magnificent replacement handset, the cheap promo code for a phone I still couldn't afford are the absolute best Boost can do and that any reasonable person would be more than happy with that. She also said that my issue was inspected and deemed that compensation for not getting texts for 5 months was calculated at the $25 I got. Something about .25c for texts I didn't understand? I said I'll give the phone back, I didn't need it if Boost would've done their job, and that I can't use a measely promo for a phone I can't afford to replace a phone that works fine. Therefore the compensation is not acceptable and if that's the best offer I want to arbitrate. She said that is all I will get, accept it and Boost will not arbitrate with me. I said that is against the contract, she says so, and I say I'm certain I now have the right to sue.
I was directly lied to, provided deliberate misinformation through a rep, and am positive my account was edited. There must have been a plan to try not to help me, too many cases and tickets and information closed, deleted or never dealt with. Looking online, Boost Mobile LLC. has multiple addresses as it's main address, no phone numbers go through except the lame CS ones, and there is absolutely no way of contacting anyone or any dept higher than ground level. Living in San Diego, I was thinking of going to Irvine and walking in their doors, but the federal gov't website I looked Boost up on claimed they were east of the mississippi, so I don't know if it'll work. I have read the contract in detail, have been very careful with my actions with Boost. Also, as I have learned the process of this I have kept more detailed logs. I am certain that Boost has violated their end of the contract and I have the right to sue, file a class action or whatever helps me and all the other people that have suffered like me. With their protection from customer communication and restrictive contract Boost is knowingly procedding in unlawful and in my opinion unconstitutional in some way.