- Report: #974179
Report - Rebuttal - Arbitrate
Complaint Review: Boost Mobile
Boost MobileInternet United States of America
Boost Mobile Rudolph i.d. AD498532, Paris i.d. ZE712634, Jay i.d. 5353367 Poor Customer Service, Rude, Disconnected Calls, Made Guarantees they did not keep Internet
*Author of original report: Update on Guarantee Failure, Boost Mobile
I then went to a Boost store, the girl advised me of how to contact them, and apologized that if she fixed it there would be service fees, so I had to contact Boost over the phone. This is the best way to contact I have found: 888.266.7848, wait for the English menu to begin, then press 5, then 2, then 4. Wait for the menu to finish and pause, it will then say press 0 for a rep. Follow prompts from there.
I contacted Boost, and was told that I would need to contact the manufacturer Samsung. I asked if I would receive complimentary service for the time I was without the phone, and was told to call back when it was repaired so they would know how long I was without a phone.
I contacted Samsung-by far much easier to get a hold of. The Rep was pleasant, and quick to asses the issue. I was emailed a shipping label and told to send it back to them and they would fix it, no charge since within warranty.
I finally received the phone back on November 26 (yesterday). I called Boost to get the time without added to my account. I spoke with a man, who spoke poor English and did not understand what I was asking, so I escalated to a supervisor.
At this point I started taking names and IDs. I spoke with Rudolph, and after some very frustration conversation, He guaranteed me that in 2 hours my phone would be back on, and I would have 2 months of service credited to my account. He actually used the word Guarantee.
After 4 hours I called back, my account was still restricted and I had no service. I spoke with a Paris, who insisted she could only credit me 21 dollars. I referred her to the previous ticket, she acknowledged the call by saying who I spoke with and the time. She placed me on mute for several minutes then came back insisting that she couldn't do anything more. I asked her to speak with a supervisor. She came back insisting on the same thing, and then said that there was no record of the previous call. I told her to transfer me to her supervisor at that point.
I was then transferred to Jay. He was extremely rude, talking over me, and insisting that what the previous supervisor had said, did not happen. He then told me they wouldn't make promises like that, and they couldn't credit me with more than 21$ for time without service. I advised him to listen to the call where the supervisor guaranteed me the 2 months of service. He again repeated they couldn't do that. I told him that it would have been fine if they couldn't have, except that I was told it would be done, and I expected the company to keep their agreement on the matter. That supervisor told me I would get 2 months of service for my trouble with the company, and I should receive it. After Jay yelled and argued at me for a little while, I asked if I could speak with the site GM. He muted me for a minute, and then told me fine, he would transfer me. After leaving me on mute, not hold, for 10 minutes the call was disconnected.
I called back again immediately. At this point it was after midnight, and when I reached the customer rep line, I got an automated message saying to call back within business hours of 7am-11pm local time. I will continue to push the matter with Boost, but I am not hopeful at this point. More than likely I will cancel service with them, and change companies.
This report was posted on Ripoff Report on 11/26/2012 11:29 PM and is a permanent record located here: http://www.ripoffreport.com/r/Boost-Mobile/internet/Boost-Mobile-Rudolph-id-AD498532-Paris-id-ZE712634-Jay-id-5353367-Poor-Customer-Se-974179. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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