• Report: #1120602

Complaint Review: Consumer Cellular

  • Submitted: Mon, February 03, 2014
  • Updated: Mon, February 03, 2014

  • Reported By: HtT222 — High Point North Carolina
Consumer Cellular
7204 SW Durham Rd Ste 300 Portland, Oregon USA

Consumer Cellular Terrible customer service. Misinformation. Portland Oregon

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DO NOT USE CONSUMER CELLULAR.  (That's the short version.)
When I first called, I specifically asked, in several ways, whether the phone I wanted to buy would work on their network.  (They only offer 6 phones, only two of which are Android, both of which are utter crap.)  I was going to buy a GSM Unlocked Moto X, a phone that IS available on the AT&T network, which they use.  The woman I spoke to assured me that the phone would work with their service.
It didn't.  I couldn't send or receive MMS (picture texts).  After they made a couple of half-hearted attempts to fix it, they told me, "Well, since that isn't one of the phones we sell, we can't guarantee all features will be available on our service."  Um... even though you told me that it would work?  
After another runaround with Motorola, I found the answer myself.  (Just add ",mms" after the word "default" in the VPN settings.)  So, that was fixed.
Then, the service one day just suddenly dropped out.  It gave me a little red triangle symbol with a white cross, and said "Emergency Calls Only".  I called Consumer Cellular.  They again reiterated that, since it was not one of their phones, it may not work on their service.  Despite the lie that got me to start with them in the first place.
They tried sending out firmware upgrades and had me turn the phone off and on a billion times, to no avail.  They escalated the problem to the next tier of support, which meant I waited a full day for another call, only to be told the same thing.
Eventually, the phone just found service again on its own.  This happened four times.  After the fourth (I only called about three of them, and went through the same runaround) I called Motorola to be sure it couldn't be a hardware issue (nope) and then called CC to cancel my service with them.
One of the many times I'd called, I'd mentioned that I had bars, but no '4G' designation.  I was told CC doesn't HAVE 4G.  Later, when I called again and got someone else, I was told they DO have 4G.  So I kept getting different information from different people.
The 'supervisor' who left a message after one of my many calls/escalations told me that I "may have to use the phone outside" my house.  (Ludicrous, 'cause they supposedly use AT&T's infrastructure, and I can use my AT&T phone fine indoors.  Not to mention, they tout themselves as the service for the elderly; are you really gonna tell an elderly person that their for-emergencies-only cell phone won't work inside their home??!)
Just now, I called to give them one last chance to redeem themselves, and the 'supervisor' was excessively rude, telling me the same thing about the phone not necessarily working on their service.  I told her that I was told explicitly that it would.  She didn't care.  I told her they were losing at least 5 customers (I've got a family plan) because I'd been lied to and jerked around.  She said she was sorry I *FELT* that way, but that was the way it is.  
Now they're charging me over $10 for what was supposed to be a free trial of their service, 'cause I 'exceeded the limit of text messages for the free trial', which only happened because I had to keep TESTING the texts, 'cause my texts weren't working!
I cannot tell enough people not to use this chaotic, poorly-run company that doesn't give a hoot about their customers.



This report was posted on Ripoff Report on 02/03/2014 04:19 PM and is a permanent record located here: http://www.ripoffreport.com/r/Consumer-Cellular/-Portland-Oregon-97224-7574/Consumer-Cellular-Terrible-customer-service-Misinformation-Portland-Oregon-1120602. 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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