This is a letter I wrote to one of there so called Customer Service specilists. I think that it speaks for itself.
Hi,
My name is Christopher and I am a Cricket customer in Winston-Salem, NC
I just recently uprgraded my phone from worn out Motorola c341 to a new Xcursion. I also added Cricket Clicks to my account. I researched the different phone models that you have offer and after a call to kyocera's tech department, I was told that the Xcursion was the most compatible phone with cricket software that kyocera makes. So I decided and about a week later i had my new phone. After adding the cricket clicks to my service I
went to the catalog. It only took me a moment to realize something was wrong because I only had access to about 3-5 applications. Not jsut games or ringtones. Only 3-5 apps were availible to me. I called the 800 Cricket tech service dept. And fter not too long we discovered (the CSR and I) and came to the conclusion that somehow, somwhere, and someway my phone got missed and not all of the software got installed into my phone. She suggested that I remove my battery while the phone was still powered. She said that if that didn't help that I would have to go to a full service
Cricket store and have the phone reprogrammed. She said that the nearest "full service" store was located on Silas Creek pkwy.in the Silas Creek Shopping center. The CSR then asked me if I knew where it was and I did, it is only 3 miles from my house, so I said thank you and when I hung up with her (by the way she was very helpful and friendly I wish I had written her name down so I could give her a nice complimant) I tried as she suggested, but to no avail. So the ncxt day I drove to the Full Service store and took a number (#25 was displayed on the wall indicator i grabbed #27) there were several customers in the store and I sat to wait for my number to be displayed.
After about 10 minutes a man came out from behind the counter proceeced to help the other customers. Now this is very important. There were 2 police officers in the store, I guess moonlighting as security. They were standing near the back door chit-chatting. Back to waiting my turn. As I sat there number in hand, Carlos (I later found out his name) coninued to help everyone else in the store only after they were finished did he finally come up to me. He asked what I nedded and I proceeded to tell him and demonstrate on my cell. After about a minute he said "So what do you want me to do about it" I repeated what the CSR had told me the evening before and asked if he would reprogram my phone. I told him that I had only had the phone for about 4 days and I would like to have it fixed and working properly. Now as we discussed this we were standing by a group of signs outlaying the prices for services. Carlos look at me, after I had asked him to reprogram my phone, and said "we dont do that here." this brings me to the signs on the walls. I turned and looked and pointed to the sigh that plainly read "Reprogramming $15.00" and I had been told by the CSR the evening before that they are a full service store. So I asked about the sighn. "if you dont reprogram phones what is the fee fore?"
Now I admit that I was a bit frustrated by that, after having to wait while everyone else got taken car of first. This also leads me back to the 2 officers in the store and the next crowd of people that were entering the
store.
Carllos replied to me, refering to the sighn, that it was if you purchaed a phone from a friend or somehow used, they charged $15.00 to put that ESN in they new owners name. The only problem with his explanation is that the phone that I replaced with the Xcursion was a used phone. I didnt have to go to any store or pay a $15.00 reprogramming fee. Only activation and and 1st months service. And I asked him about that, he shrugged his
shoulders and said if you dont believe me then call and ask them why they told me that they reprogrammed phones.
At this point I was a bit mad. Well maybe a bit more than mad. But I held my tongue and placved a call to the 611 number and in less time than I waited to be waited on I was on the phone with another CSR, After explaing
the most recent set back in enjoying my phone. I asked him again if the store was in, indeed was a Full Service store. He said, and I quote, " I am not sure, however if you could tell me what city you are in I will give you
the address of a Full Service Cricket store, Can you Hold please". As I told him sure, I could hear him typing in the background, and only a moment or two later he returned." I am sorry to have to have put you on hold" he apologized, and continued" Do you know where Silas Creek Crossing shopping center is located." I laughed and told him that is were I was standing. After about 20 minutes of us both wondering why this guy, Carlos was
refusing to help me, I ask the CSR on the phone if I could speak to his supervisor and maybe he could shed some light on the situation.
The CSR again, apologized and asked if I could hold, I agreed and he transfered me to a supervisor. Once again I explained the whole situation. Now I have to admit, I was frustrated and my hearing is bad, so my voice tends to carry, especially when on a phone. After I went through the story for this Supervisor on the phone he asked to speak with Carlos. So I walked to the counter and told Carlos that a Cricket tech service supervisor would like to spreak to him. He did even answer me for about 5 minutes while he stood behind a young lady and told her a couple of jokes. Carlos, finally, came around the counter and I handed him my phone. He went a ways off from me, and when I went over to near him he held out his hand in a stop gesture and then went behind the counter and into a back room. Returning a good 10 minutes later and handed my phone back to me as he walked away.
I asked the Supervisor what was said and he told me that There is an obvious missunderstanding and that all phone come with only a couple of games. Refering to the factory shipped feature. Under tools. I aksed him if he missunderstood what i was saying, he replied no he didn't, and II then reminded the Supoervisor that not only did I tell him the problem but demonstrated it for him as well.
At that point I'd had enough, The tech manager on the phone, said that maybe I had the right software and I was missunderstood the CSR I had previously spoke with about my phone and the applications. He continued to say that is what Carlos seemed to understand and that I must be mistaken. I replied no, It was that Carlos was a lier and just did know his job. I admit that I could have said that better, while getting my point across. But I had been in the store for more than and hour and a half. After working 10 hours in a retail store, that If I had spoke to one customer the way he spoke to me I would be fired on the spot. And I am the Manager of the store. So out of line, yeah it was, and I regret it. However, Carlos came out from around the counter and said that I was being too loud. I apologized for raising my voice and tried to explain that I am hard of hearing. He told me to talk outside. That is when I asked him his name and Refused to give me his last name. Now mind you there were 2 officers standing at the back door. As I walked out (just so happens my phone died and I have not been able to get any customer service people on the phone to help me fix these problems.
But I found out 2 days after I had made a complaint against Carlos to the Greensboro store that he told them that I had cussed him out, amd was a raving madman. I freely admint to being a bit loud and very frustrated and even angry, but I never used a single swear word or any to those nature until I walked out the door passed the 2 officers, as I passed the male officer at the door I did say that I was thankful for his presence, otherwise I might have done something I would have regretted and the officer leaned towards me and said" I wouldn't have blamed you ". I went outside and have not been in the store since. That will be 3 weeks ago this Friday. Then I find out what he told his bosses and I have been banned from the store. I have never been in any trouble in my life. Nor have I ever asked for more than what I am paying for. That is all that I had asked of him. And that is all I am asking of you. Thank you for all of you patience in reading this letter, and
I hope to hear a response soon.
Christopher
winston-salem, North Carolina
U.S.A.
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