Report: #1313664

Complaint Review: SafeLink Wireless - Miami Florida

  • Submitted:
  • Updated:
  • Reported By: California Donna — Vallejo California USA
  • SafeLink Wireless ***************** Miami, Florida USA

SafeLink Wireless TracFone Wireless, Inc. No Customer Service, Malfunctioning Phones, Service Interruptions Miami Florida

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I initially had service with Assurance Wireless, but switched to SafeLink after hearing that they provided Data Services in their California Lifeline Services (which Assurance Wireless did not).  I filed my Application for Service in late February 2016, but when I didn't hear anything back from them, I called on March 30 to check the status of my application.  They said they were waiting to hear from California Lifeline.

On April 11, I called again to check the status of my application.  I was told I had been approved on April 9 (tho' I wasn't informed of that approval at the time).  I asked how long it would take to receive my phone, & was told it would take 7-10 business days (7-10 days from when? they wouldn't specify).  Although I asked about keeping my phone number before I applied, I asked again, just to make sure.  I was assured that it would be no problem.  All I had to do was to call SafeLink when I receive the phone, and they would help me "port" my number.

I received my phone on April 18, and immediately noticed that the sound quality was quite poor.  During most calls, either I couldn't hear the person calling or they couldn't hear me - required repeatedly dialing the number in order to actually be CONNECTED on both ends! 

On May 24, I called SafeLink regarding multiple problems on my phone, such as:

1.  Calls disconnected, & Airplane Mode triggered without my input

2.  VERY slow response to touch screen buttons (sometimes as much as 15-20 seconds)

3.  Repeated VoiceMail notifications, but no new voicemail received

4.  Games freeze or shut down mid-game, sometimes requiring battery removal & reboot to clear

5.  Sometimes display is double-exposed - both partially visible, neither responds to touch screen, - no response to "BACK" button - VERY slow response to "HOME" button

6.  Sometimes audio continues, but screen goes black

7.  Sometimes audio cuts in 7 out while game is trying to open

ALFRED (Customer Care Agent), who barely spoke English,  told me that I needed to call back on a different phone, so I could instructions on re-programming my phone.  I told him that this is the only phone I have, and the only phone I have access to, but he said nothing could be done until I called on a different phone.

On May 26, I finally was able to call SafeLink using a different phone. DAVID (Customer Care Agent), who also barely spoke English,  instructed me on doing (1st) a partial re-program, then a complete factory reset.  When this was completed, he had me download one of the games I'd been having problems with & try to play it.  Although the touch screen response was somewhat faster, it still took almost 35 seconds to load the game & almost 15 seconds for a response to the touch screen during play.  David then had me try to make a call, which I did.  The sound quality was still rather poor, tho we could actually hear other (not necessarily understand what was being said, however).  At this point, I was told the best option was to replace the phone (Ticket #1138394793), which should arrive within 7-10 business days-but perhaps as late as June 7-10, because of the holiday weekend (Memorial Day).  I WAS NOT TOLD I WOULD LOSE MY PHONE SERVICE UNTIL THE NEW PHONE ARRIVED!!

On May 27, I attempted to send a text to a friend, but got only a message indicating I was "not on the network".  I tried to make a phone call, but got the same message.  I then went online to the "SafeLink Technical Support" line and initiated a "Chat".  The Chat site was not responding to my keystrokes, and Agent "PRIME" sent a message saying "I haven't heard from you in 2 minutes.  Next time, if you need help, call us", then closed the page.

I initiated another chat with technical support & got a MUCH nicer person who told me that my phone service had automatically been deactivated when the new one was shipped, because the service had been transferred to the new phone before shipment.  I was given a FedEx tracking number to help me determine when the phone would arrive.  Unfortunately, because of the holiday weekend, the shipment didn't even get processed in the Illinois warehouse until Friday afternoon, then didn't get sent to FedEx until Tuesday (they don't work on weekends!)!  The FedEx Package Tracking site initially said it would be delivered on Friday, but it actually didn't arrive until Monday, June 6.  That's 10 days with NO phone service at all!!  My brother suffered a massive heart attack and died at a little after 5:00pm on Friday, May 27 - but I didn't find out about it until Sunday night!!

When my phone arrived on Monday, June 6 (same make, same model), I immediately downloaded a few games, as well as my Contacts list.  I made phone calls, determining that the sound quality was slightly better than before, then tried my games.  They seemed to be functioning fine.

On June 25, I again called SafeLink Technical Support, as the new phone was beginning to have the same problems as the previous one, i.e., call disconnects, phone puts calls on "Hold", switches to "Airplane Mode", etc. I explained the whole history to the Customer Care Agent,  who initially was unwilling to do much of anything. When I asked for a Supervisor, the Agent said, "I am a Supervisor" and put me on hold, then the call was disconnected. I realized the phone had shifted to "Airplane Mode" again, & I deactivated that immediately. The phone rang & it was SafeLink. The same Agent proceeded to tell me that they could send me an "upgraded phone" which was a "better model" of LTE phone.  I said I was unwilling to do without phone service for another 7-10 days, and that SafeLink was legally obligated to provide the service they were contracted to provide. He said that if I wanted to keep the same number, the service would be transferred to the new phone before shipment, resulting in no service until the new phone arrived. I again asked "May I speak to YOUR Supervisor, please?", and was placed on Hold again.

Someone who identified themselves as a "Floor Supervisor" then came on the line, then immediately told me that I needed to call back on another phone.  I attempted to explain that I didn't have another phone, and what recently had been going on, but BRIAN refused to even discuss the problems I was having with my phone, the history of problems on my previous phone, or what may, or may not be done to fix any problems that existed.  All he kept repeating is "Call back on another phone.  Until then, we cannot help you."


At this point, I am so frustrated, I don't know what to do!!  While being forced to deal with this total lack of Customer Service and loss of my phone service for 10 days (so far!), I'm also mourning my brother's death, which of course, has made everything more difficult.  SafeLink seems to not be at all concerned with maintaining consistant phone service for their customers, even though this is exactly what they are legally obligated to provide.  They are bound not only by Federal law, they have also contracted with California Lifeline to insure that low-income citizens have the ability to call for help when they need it!!  How can a customer call for help if their phone service is deactivated without notice, then non-existant for up to two weeks at a time?  Emergencies can't be scheduled!!

This report was posted on Ripoff Report on 06/26/2016 08:49 PM and is a permanent record located here: https://www.ripoffreport.com/reports/safelink-wireless/miami-florida-33178/safelink-wireless-tracfone-wireless-inc-no-customer-service-malfunctioning-phones-ser-1313664. 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. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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