On September 15, 2010 I called Cricket's 877 number that was advertised on a local TV Station. The sales rep was very happy to take my $109 for a month of service ($40), Modem purchase price ($64.99), and taxes. I received the modem on 9/16 via FedEx as promised. I immediately loaded the driver software, and my nightmares began...
The modem/service will NOT load Rich Text, but only HTML. I logged into my Gmail account, and it took 15 MINUTES to load. Then, I tried to open an e-mail which was just a message from a friend, nothing fancy. IT TOOK ANOTHER 7 MINUTES BEFORE I GOT A MESSAGE THAT THERE WAS A 'SERVER ERROR'. I backed out of the e-mail and re-opened the Gmail account. ANOTHER 15 minutes. ANOTHER SERVER ERROR MESSAGE! Just to let you know the offer was to include a full rebate for the purchase price of the modem, but there was NO REBATE INFORMATION in the package!
I attempted to call 1-800-CRICKET for customer support and was in a perpetual loop of automated responses for 20 minutes ON MY CELL PHONE, BURNING UP MINUTES! This went on for 2 DAYS!
Saturday, 9/18, at 11:15 a.m., I went to the Cricket dealer here in Surprise, and he told me he could not help me! I explained what was going on, and I dialed the 800-CRICKET number and demonstrated that I was in a perpetual loop. He tried to call on the DEALER HOTLINE, and got the SAME THING! I called their number on my packing slip (866-384-4425) to get a Return Authorization Number. I got "Lauren" in the Technical Support office. "Lauren" spoke with a VERY thick accent, and I truly believe that I was talking to a call center in India! When I asked for the RMA#, he told me that he could not help me with that and to call back on 866-384-4425. I promptly informed "Lauren" that this was the number that I called when I got to him! (More to follow on this - spoke to a local dealer!).
"Lauren" kept coming on the line apologizing for the long hold time, and that there were no supervisors available to take my call. I WAS ON HOLD FOR 48 MINUTES! I told him that I wanted a supervisor to call me back so that I would not be burning up the minutes on my cell account with Verizon, and he said, "WE ARE NOT AUTHORIZED TO CALL YOU BACK. YOU HAVE TO CALL US ANOTHER TIME WHEN WE CAN TALK TO YOU". UNBELIEVABLE! With this, the dealer here in Surprise actually told me to file my complaint with the BETTER BUSINESS BUREAU and process my refund claim that way - A DEALER ACTUALLY TOLD ME TO COMPLAIN! DOES THIS TELL YOU SOMETHING?
I left and came home, STILL ON HOLD from Lauren. FINALLY, Lauren came back on the line and told me to take my modem and packing slip to the Cricket store at 5775 West Bell Road in Glendale, AZ and process my refund that way. This store is 20 miles from my house, so I called there and explained what was going on and asked them to call me back.
THE ONLY GOOD THING THAT HAPPENED TODAY was that Jose at this store called me. He listened intently and was APPALLED that I was having this issue but explained that "when the call center receives 6 or 7 calls from the same number, they automatically route your calls to Tech Support!" OMG... Great service... NOT!
I was told by Jose to go to a LAND LINE phone and call 866-384-4425 and that I would get right through. I did what I was told, and I did get right through... TO TECH SUPPORT AGAIN! I made "GARY" look at the notes that Jose put on my account, and he RELUCTANTLY gave me the RMA number, and then promptly told me that my refund would only be "about $62.00, depending on the condition of my modem, and that I would not receive any other refund for line usage".
THIS IS THE CRUMMIEST EXCUSE OF SERVICE THAT I HAVE EVER HAD FROM ANY COMPANY IN MY 50 YEARS ON THIS EARTH! I WILL BE PRINTING THIS VERBAGE FROM THIS COMPLAINT AND ENCLOSING IT WITH MY ORDER, WITH A SEPARATE DEMAND FOR A REFUND IN FULL FOR $109.00 AS PAID.
I WILL FOLLOW THIS UP WHEN I GET MY 'REFUND' AND LET YOU KNOW EXACTLY WHAT THEY DO FOR ME.
THINK TWICE BEFORE YOU DO BUSINESS HERE!