I joined Lightyear with some reservations only as a Manager on March the 11th, 2011. I ordered my phone on March the 17th. A certified refurbished phone. I arrived home on the 22nd to find I had missed UPS. I had to drive to the UPS garage and wait until 7:30 to get my phone because a signature was needed. The phone's finish had paint scratched off around the keyboard. It also had about an inch scratch on the screen.
On the 23rd I called customer service to turn on my service. On the 24th they told me my phone was defective and they were sending a new one. On the 29th of March I again had to go to UPS and wait till 8:30 pm. On the 30th I called customer service to turn on my phone and to port my number. I spent the next five days and 4 hours on the phone (my dime) trying to get my number ported. Lightyear claimed my carrier would not port my number. My carrier said it was Lightyrear not following procedures. I finally called customer service and Chris a wonderful customer service rep took my carriers number and I had service within the hour.
My new phone could only get 0-2 bars of coverage and talking was choppy in my house. My backup phone had full bars. My phone would need charging after 30-45 minutes of use. I was on call at work and had to use my backup phone to communicate. I sent it back and got a Rumor2. The Rumor2 only got 0-2 bars in my house. I sent it back 1st class mail. It should have only taken 3 days to get there. It took a week before they acknowledged they had received it.
VP Ron Mattingly was willing to upsell me to another phone. I said no thanks! Just a refund please. He said the phone was scratched and I bought it. He refurred me to Customer Service. An e-mail stated that Mr Mattingly & Mr Pike (Customer Service Director) said the phone was scratched and they would be out $99.99. No refund! I received my first phone with scraches and I put a few on using it . It seemed to scratch easily and they took it back , no questions asked.
Presently, Lightyear has a promotion on Rumor 2's. Buy 2 for $9.99 or one and get a months free service (a $59.95 value) for only $9.99! They are practically giving them away, but fight me tooth and nail on a refund!
I could not promote Lightyear while all this was going on. My experience was bad phones, poor service and uncaring leadership in customer service. What was I going to say"Bad phones, poor coverage"! I am out $124.98 for my website fees and $52.87 for my phone. They will not give me a refund either on my website fees or the phone. They still have my phone!
I cannot say everything is Lightyear's fault, but the past 7 weeks have been horrible! It is one thing for 1 or 2 things to go wrong, but everything?
They claim they are building the most loyal customer base by offering free service. You have to refer 3 to five customers to get it. That means 65-80% will always pay. If their experienceis anything like mine, they will leave quickly! I suggest they avoid Lightyear altogether.