- Report: #1081874
Report - Rebuttal - Arbitrate
Complaint Review: TRACFONE
TRACFONE POOR CUSTOMER SERVICE FLORIDA Nationwide
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I’m sending this because I feel the Paul Harvey organization needs to know what type of service Tracfone is giving. I have been a Tracfone user for over 5 years. After fighting over roaming minutes and contracts over the years I decided just to get a simple phone, no contracts, and no hassles. It was a Paul Harvey radio commercial that reeled me in. I know he wouldn’t advertise a product unless it was reliable.
On August 28, 2013 I had to purchase a new phone because I lost my original phone working in the field and we had a rain storm. When I couldn't find my phone I went to Walmart and bought a new phone. The sales person offered to called in and set up my new phone for me. We were told the phone would be working in 45 minutes. Note: I was keeping the same phone number. I waited in the store an hour and the phone did not come on.The next day the phone still had not come on. I called using the number from inside the Tracfone booklet. When I called and went thru the explanation I was told I was calling the wrong company and they could not help me. The company was (Straight Talk), this number was in your Tracfone box. I was given the correct number to call and I called Tracfone again and went thru the explanation. Was told it should start working in 45min to hr. I waited it still did not come on. Next thing I know, the new phone is activated with a different phone number. I called back and explained again the situation. I was told they could not transfer the old number because I had no minutes on the old phone (I had 400 minutes). They took all my minutes and placed it on a new phone number. Still no solution. Several hours later I called again and was transferred to another department, I was told it would take 24hrs. Still no phone service.On the 3rd day-still no phone service, called again was told it would take another 24hrs to fix due to an error on my account, I waited.On the 4th day still no phone service, I called was told again there was an error and it would take 24 hrs to fix, still no service. By now I’m upset- no one can fix the problem.
Next day I call back, still no service, I asked to be transferred to customer service supervisor, was told the ticket was closed and they needed to reopen the ticket and it would be another 24 hrs. Again I have to wait another 24 hours to get service. I called back the next morning and I’m told it hasn’t been 24 hrs when actually it’s been 5 days and I have no phone service. I was told I can get compensation when the service comes on. I’m wasn’t looking for compensation- I just want my phone number transferred over to the new phone.September 3th, still no phone I emailed Tracfone and complained. Your automated system answered me told me to call in and they would take care of me. I responded I wanted a human to call me. I rec’d a message that they tried to call me and I could not be reached which is hard to believe when they already know the phones don’t work and they don’t have a phone number to call me! I emailed them back and gave them my office phone number to call. They called when I was at lunch and when I got home I returned the call. I spent 2 hours on the phone with them, for them to tell me I have the wrong Sim card in my phone. I purchased a brand new phone still in the manufacture packaging. How could it have the wrong Sim card and why did it take 8 days to figure this out? And they told me they were sending me a new Sim card in about 3 days, not even offering to overnight it after everything I have been thru.
Last night after all that, I emailed Tracfone again in disgust over the situation.This morning I get a call from Tracfone going over exactly what I wasted 2 hours on last night. The agent wanted to know where to send the Sim card (this is incompetence on customer service part).It’s an insult to my intelligence and pure mental anguish on how this matter is being handled. I told the agent that I gave them the information last night and asked why they calling. The agent told me they wanted to verify the address (that Sim Card should have already been in your shipping department) I gave her my PO Box address and she told me it was different than the one given last night. I asked her what address she had and she told me she could not give it to me that it was private information. Can you explain that?I don't understand how so many people could get involved and still not comprehend what was asked of them. I went out of town with a none working phone, this phone number is the backup number for trouble shooting land lines at my office, and I need to keep that phone number. (Otherwise I would have tossed the phone).But aside from that what would have happened to me if my car had broken down? Or I had an emergency while traveling? I also use my Tracfone phone when I’m on the tractor at home working in the field in case I have an accident or emergency.The lack of customer service, poor communication & understanding difficulties by the agents is disgusting.
Would you like to be treated this way? Would you like someone in your family treated this way?I could go out and buy a $500 phone but I chose your $60 phone and I always brag about the service the phone has given me in the past. I’ve seen my Tracfone work better than some expensive phones when traveling.A person/company is only as good as their word. Nothing beats advertising more than word of mouth good or bad.If service stops as soon as your phone is purchased then at least have the decency to let me know and I’ll find another phone company who will look after the little guy consumers.
This report was posted on Ripoff Report on 09/05/2013 08:44 AM and is a permanent record located here: http://www.ripoffreport.com/r/TRACFONE/nationwide/TRACFONE-POOR-CUSTOMER-SERVICE-FLORIDA-Nationwide-1081874. 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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