Top critical review
27 people found this helpful
Just when you thought it couldn't get worse...
on July 23, 2005
I knew I wanted to do prepaid wireless, so I did my research and then bought a Tracfone thinking that this would be perfect for me as I only sparingly use a cellphone, and the minutes I did use could be approxiately 10 cents a minute. This happened according to plan...however, when I started the process to port my number from a Cingular wireless phone, the nightmare began. I started with the website, which indicated was the best way to talk to them, where I entered my zip code, only to find that they "cannot process this transaction at this time". So I called the customer care center, and quickly realized that their people cannot understand or speak English. The reps will continuely tell you to repeat yourself, because they cannot hear you, they are having problems with their phones, or you need to adjust your phone. However, you can hear them crystal clear. I've called them from multiple phones, all land-lines, and they still say they can't hear you. It's not that they can't hear you, or that you are not speaking clearly...it's that they don't know English. I know how to talk clearly, I've lived in Japan for a summer, so I know how to use simple words to communicate, but these reps can barely understand that! It's obvious that's why they direct you to the website first.
After finally communicating the problem, they said I would need a new SIM card (the card which apparently contains the info the phone needs to connect to the network). Well, that seemed a little wierd, but I waited 5-10 days like they told me to get my new SIM card. When it arrived on the 10th day, I installed as directed, and then called the "help" center to get the phone activated. They then said that this SIM card too was not correct--they would have to send me another one! I was frustrated, but I tried to remain calm...and I asked to speak to a manager. After waiting about 15 minutes, I was hung up on...So I called again...another 15 min...and finally I was speaking to a manager, but her English was only marginally better. When I told her what had happened, she only said, "Don't worry, we will send you a new SIM card" I said I understood that, but that this one was the replacement SIM card, why wasn't this one working. She repeated her answer, and acted like it was perfectly normal for this to happen...why was I bothering her with this problem, essentially.
So the new, NEW SIM card arrives. I install it. I call them.
Once...they tell me to wait 5-10 business days for the port to go through
Twice...the website says it went through, but my phone is not yet activated, so they have me enter some codes on the phone...at last I feel like it might work! They tell me to wait 24 hours for the phone to activate
Thrice...the phone never activates. I call and they tell me THE MOST RIDICULOUS thing ever!
"You need a new sim card, we will send it in 5-10 days."
At this point, I'm in awe of their total incompetance. I remain calm. I tell them this phone has had a total of 3 SIM cards--none of them has worked--and I do not want another one.
They put me on hold. They ask for some serial numbers, after I've told them once during this call. They put me on hold again. She talks with her manager. They put me on hold again.
Finally...the answer. The Nokia 1100 phone I bought is defective. They have been having many problems with this phone. They will have to send me a new phone. I will have to send this phone back and pay for it's shipping...but don't worry... I will be reimbursed for the shipping with some extra MINUTES! This is the last thing I want. I want to use up my minutes and BURN THIS PHONE!
So here I stand. I have no working cellphone, because when they ported my Cingular number, the account was automatically cancelled. The Tracfone certainly doesn't work, and I my old number will probably be lost. I will have to wait for my phone to get to them, and them for my new phone to be sent back to me. I cannot cancel everything, because then I will lose all of the minutes I had on this phone.
My advice...STAY AWAY, STAY VERY FAR AWAY!