I am furious right now. Last week my mobile phone stopped working. Thank goodness I still have a house landline. I turned the mobile phone off and back on. I took out the battery and put it back in. Still didn’t work so I called Tracfone, my service provider. I spoke with a company representative who told me to stand by a window. Turn the phone off, wait five minutes and turn it back on. “Was I certain the phone was saying No Service on the screen?” “ Try making a call.” I spent an hour and twenty-two minutes on the phone with customer service. Eighty-two minutes of my time on the phone with someone saying, “Can you turn the phone on and off?” “Can you please try and make a call?” “Do you have access to the phone you are calling about right now?”
Tracfone investigated my complaints and needed to send me a new SIM card. That mailing took another four days. I received the SIM card. I was even able to install the SIM card. I called the customer servce number as given in the instructions that came with the new SIM card.
We went over the same questions. “Do you have access to the phone?” “Are you able to open the phone?” “Can you take out the battery and replace the SIM card?” “Please wait and see if it works when you turn it back on.” “How many bars do you see?” (I am at home and not seeing any bars out of my windows.) “On the screen mam; How many bars do you see?” “No active bars. They are still gray with a red x above them and the words No Service.” “Can you please try and make a call?” “Why? There is no service.” I was disconnected three times and yet I persisted in calling them back. FINALLY, they kick me up to technical support. Technical Support manages to disconnect me another three times. I am beside myself. This should be a very easy, simple fix and it is eating up my valuable time but I am more determined than ever to get this done and over with.
I call back Technical Support. I will not divulge how I got the number. More investigation and lo and behold it seems Tracfone has changed their carrier and is no longer servicing the type of Smart Phone I am using in my area. They will send me a replacement phone. It will be basic phone and not a smart phone. “Not acceptable.” says I. If I have to send you my smart phone to receive the replacement, I want a smart phone as the replacement. TracFone changed the carrier without notification. TracFone has left me without a mobile phone for a week and it will be another week or more before I receive the paperwork and the phones can be exchanged. Let alone the inconvenience of possibly losing the photos and phone numbers on my phone. Well the policy is to only send the basic phone as the replacement. Route me to someone with more authority so I can have an equal swap of my phone. I know that TracFone is going to be sending me a refurbished phone and will be refurbishing and selling my phone so why shouldn’t I be receiving an equal phone to the one I am sending them and not a lesser quality one?
Then my call is routed to the Phillipines from where it must be checked to see if they can indeed send me the same type of phone I am sending them. How about that? The Phillipine person says they can after pretending to check with the Corporate Office in Miami, FL if I send my phone first to Plainfield, Indiana. They will send me paperwork and instructions to add more days for me to be without my mobile phone. I am not happy.
I liked Tracfone because I paid less than one hundred dollars for one year of uninterrupted service but this nonsense has ruined our relationship. Any suggestions for a new mobile smart phone carrier?
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