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

I wrote the report yesterday and said I would continue when I knew more, after being hung up on by a supervisor.

Today was not much better. 

I contacted Boost at 1:24 pm 11.27.2012, the second day in a row, about a credit to my account that I was promised. I spoke with Jim, I.d. LJ561780. I asked for his super directly, and he asked me to hold. He placed me on mute (what is with this company and not actually putting people on hold!) for 8 minutes before coming back to say his supervisor was doing another escalation call. I explained what had happened previously (supervisor Rudolph promised me 2 months credit on my account for time lost). He reviewed the account and insisted he could not credit more than 15 days. I reminded him again of the 2 month guarantee, and he said he would review the notes for that call again. He placed me on mute for a couple of minutes. He then came back and tried to get me off the call by saying he would review the matter and call me back. I told him that I did not want to be called back, and that he could transfer me to whatever supervisor was available, that I didn't believe he would actually call me. He agreed, placed me on mute, and then promptly hung up. At least he didn't make me wait 10 minutes like the last one I suppose. 

I called back immediately ( I now know the company number, and menu sequence by heart), speak with a Phillip who is very polite. I ask for a supervisor, and he agrees, and promptly transfers me to his super after a very brief 35 second hold. Thank heavens they have some competent people there. 

I then spoke with Hector i.d. HI050697, supervisor. I go through the whole explanation again. He politely tells me he will look through the account.  He went over policy with me, and I agreed that it was reasonable, and would have been reasonable had the first supervisor explained it to me, but he didn't. He promised me 2 months, and so I expected the two months. He then started repeating what he just said. I asked to speak to someone higher up. He hemmed and hawed, so I asked for the GM.

GM, George, i.d. TG031611. I, again, go through the issue. He then informs me that disciplinary action would be taken against the supervisor who made an 'unfounded' promise. I told him I didn't want the only person who had actually tried to help me to have action taken against him, I just wanted what was promised. At this point, I am angry. And I fee I have every right to be. I have been yelled at, called a liar, hung up on, and given the run around from here to sunday. I told him I would be filing a complaint with the BBB, that I had already filed with ROR. He then offered me a credit of 10$ and I asked why it was getting even lower. He gave me some excuse about not eligible for credits. I asked for his boss, and said I would keep going higher until I reached someone who actually could live up to their word. He offered to transfer me to an escalation department, but then said they were in a meeting. He promised to call back in 45 minutes with them on the line to handle my issue. I told him I didn't believe they would call back, but gave him my info. 

Then I told him I would keep calling back until the matter was resolved. He promised to call me back.
I never got a call back, but 5 minutes after that call, my service was reinstated, with credit for 2 months on my account. 

I dont know if it was the thought of me screwing up the centers repeat call rate that did it, but I finally got what I was promised. That being said, it almost wasn't worth it. I may switch companies after the horrible service I have had. We will see. Hope this helps anyone with trouble with Boost. 

****Again, for those who want to contact them-the best way is to call 1-888-266-7848, wait for the English menu to begin, then press 5, 2, 4. Wait for the last menu to end, there will be a pause of about 3 seconds, then the automated voice will say press 0. Follow the prompts from there (they just ask for number, pin, etc) and you will get a representative.****

Oh, I never experienced initial wait time, so that was positive. Although, its probably cause they have the option to speak to a rep buried so far into the menu that no one can reach them.