Poor customer service
Complaint
James Inn
Country: United States
I've been a Tracfone customer for years. Last month Tracfone contacted me saying I need to replace my current phone with a new one.
They sent me a new phone but as soon as it arrived I discovered that the phone is defective. I contacted Tracfone using their 800 number (800-867-7183) but they refused to send me a new phone.
In fact, I don't know if they ever were able to understand my problem: every time I called I spoke to people with strong accent, and for me it was hard to understand what were they saying. It's also extremely hard to get to a real person when calling them. Their support is exhausting.
I've canceled my service as they were unable to offer me a solution to my problem.
They sent me a new phone but as soon as it arrived I discovered that the phone is defective. I contacted Tracfone using their 800 number (800-867-7183) but they refused to send me a new phone.
In fact, I don't know if they ever were able to understand my problem: every time I called I spoke to people with strong accent, and for me it was hard to understand what were they saying. It's also extremely hard to get to a real person when calling them. Their support is exhausting.
I've canceled my service as they were unable to offer me a solution to my problem.
Comments
Issue: I purchases a card in order to use a promo code before expiration (I didn't actually need minutes yet). When the promo minutes didn't show up in the total minutes added, I emailed TracFone via their site customer service email option. I received an email back stating they attempted to call me (no data record of any call from TracFone to be found on the phone they say they called - or any phone for that matter) and that they needed more information (I'd provided my phone number, serial number, promo code in question, and 120 card info, name, contact info, and detail of missing promo minutes in the reported added minutes on the phone). That was the 21st, and today, the 25th, was the first day I've had time to sit on the phone with them since taking time to email them the day of issue.
The call: I spoke with 3 reps - each sounding just as inept as the previous despite stating each was one management level higher than the previous - each sounding so similar in voice and verbiage they could have been taken for the same person. Each was completely uninterested, simply reading the same two scripts over and over in disjointed and uneducated verbiage - first telling me that the system shows the promo minutes were added, but when I ask why they aren't appearing in the minutes the phone states were added, telling me that due to my only calling in 5 days after adding the minutes, they can't verify where the minutes they show in the system actually went.....When the email is brought up, with time/date stamp record of my attempt to address the issue immediately following and within the now stated days, making this call simply a follow up to the first contact, I'm told again that the system shows the minutes were added, then again that due to it being 5 days later... etc ...until I'm finally told, 3 reps later, that had I called them rather than just emailing, this could have been handled - but their site doesn't suggest that if you choose to use their offered email option you are forfeiting any possible resolve of issue. I still have no answer as to where the minutes they say their system shows, but which my phone did not, actually went, and am assured that since they now consider it over 5 days, I will not find out and they no longer owe any investigation (again, the email apparently doesn't count as first contact).
The reps are unbelievably rude - telling you to let them finish (repeating one of the same 2 scripts again) or suggesting that you just didn't pay attention to the minutes when they were added, or that if you want to use the promo code (that's not showing) you can buy (another) 120 minute card and use it with that card (again, I didn't need this one, and only bought it in order to use the promo minutes while still valid).....This company offers terrible customer service and presents like a circle scam....if email isn't as good or valid as phone, then they should state that in the option for emailing customer service - if there's only 5 days to address a difference in minutes, that should be stated too, but since my first communication re minutes in question was emailed the day of, this 5 day later follow up is just that - a follow up - companies worth their steam don't suggest that if an issue can go unresolved long enough it can be discarded and no longer their responsibility to address.
Now that I've seen so many similar complaints all across the web, and know my experience isn't so unusual, I'll use up these minutes and then switch companies. Unbelievably, blatantly back on you, not their problem offensive.
Purchased a Tracfone LG 440G at Walmart-Titusville, Florida 32780 on Monday 26th August 2013 in 'GOOD FAITH' that I would be able to make National & International calls i.e. United Kingdom.
The packaging clearly stated that I'd be able to make International calls however after spending 6 hours on the phone being 'bounced' around five different Tracfone Helpdesk operators. It was eventually explained to me that "Restriction-54" means I'm NOT allowed to make International calls! I want my money back NOW or the service that I paid for!
DON'T BUY FROM THEM! From a very Angry Customer :o(
My TracFone went missing during a shopping trip and when no store had it turned in and whomever "found" it wouldn't answer calls and then turned the phone to not accept calls, I called TracFone customer service the same day. When I told the rep my phone was stolen that day she offered to deactivate the phone. I said okay, assuming that is their recommended action in these cases. She did not offer any additional information and asked if there was anything else I needed.
After a few days I decided to switch my minutes and number to my boyfriend's TracFone--which he no longer uses. This cannot be done online because the phone was deactivated. Their telephone customer services hours were no good for my schedule, so I let several weeks pass before deciding to try customer service again. I chatted online and they started to transfer my number but when I asked it I'd lose the minutes I had (400+ minutes were still on my phone) they said yes I lost the minutes. I asked if I would lose triple-minutes for life and was told I would still have them but have to call customer service. So like other complainers on here, the only way to get something done is to speak with their frustrating reps. I have to decide if that's worth it or take the loss of the 400+ minutes and just switch to another carrier now.
What useless pack of thieves.
My account balance says 0 minutes which is BS. I will never pay to renew the service unless my minutes get restored. If they don't then I'll recommend to everyone I know to avoid using tracfone unless they want to get scammed. What is the point of paying for minutes if you don't even get to use them? There is no point - my money will be spent elsewhere. Very disappointed in the lack of integrity of this company.