It all started about 1 year ago. I wanted the new motorola slvr phone. I called the cricket customer service to find a location to purchase the phone. When I arrived at the cricket store they had either just the phone and charger or a package that came with a car charger, leather case and bluetooth as well. The second package cost too much so I asked for just the phone. I was told that they reserve those phones for new customers only and that they would not sell that to me, i had to purchase the expensive package.
Now I have been a customer for over 8 years and that felt like crappy customer service. So I called the service line again and explained what happened. They told me I could purchase just the phone and gave me another dealer to go to. When I arrived at the at the second store i was told I could buy just the phone but would have to buy $50 worth of other products to go with the phone. At this point I was frustrated and beyond pissed! I called the service line again but this time to cancel my service. At that time they offered me a discount on the phone of my choice and gave me yet ANOTHER location to go.
I arrived to the third location only to be told that they were out of the package of just the phone, but with the discount cricket gave me i could get the more expensive package and it wouldn't have been much more. So I bought it.
Now fast forward about 9 months. I decide that it's time to change my number due to some people that wouldn't stop texting or calling me. After changing my number, for reasons I nor cricket could figure out, I kept receiving texts and voicemails from the old number as well as the new number. I took my phone into the cricket service store SEVEN times to have them fix it!
On my last visit as I was walking out of the store I noticed a bunch of settings had been changed. When I made the attempt to change them back I found that I couldn't. I could not access certain parts of the menu, it just would not let me! As well my phones browser was gone, all the ringtones I had purchased, and all the pictures I had taken.
I turn right around, go back into the store and point this out. He takes my phone in the back for over 20 minutes and finally comes out and says that it must have been something I had done because they didn't do anything that would have caused it. Okay, now I'm pissed again! At what point from walking out and walking right back in would I even have the time or knowledge to remove and crew up my phone like that!?!?!?
He assured me that thought it was not THEIR doing, he would trade it under warranty. Only problem being is that they didn't have any slvrs, hey only had razrs. I hate flip phones! But I needed my phone for business and many other things so I accepted. Then he tells me that because I'm upgrading I would still have to pay $45 for the trade! What the hell!!! They just broke my damn phone and NOW want me to pay THEM for a new one?
FINE! I purchase the phone with the intentions that I would keep looking for another slvr online, refurbished or used.
About 2 weeks ago I found a real kick a* fire red slvr online, brand new for $150. I called cricket to see if it would work with their service seeing as I was buying from another company. Tech support assured me that it would work, and that it would need to be flashed to cricket. So I buy the phone and take it into the store to have it flashed. At which point the salesman informs me that the new phone is a gms and cricket runs on cdma. I have no clue what that meant, but cricket tech support damn well should have known! They mislead me and it cost ALOT of money! I called the customer service again to complain.
By the time I reached someone I was already upset, and now the person I'm speaking to barely can speak english. Now this razr phone, from the day I walked out, has never worked right. I can turn the volume up all the way but canot hear a damn thing. As well, the top part wobbles as if it's about to fall off. This is why I hate flip phones. I digress...
So the first person I speak to tells me he is sorry for my inconveinence and directs me to the cricket website to purchase the correct type of phone. I tell him, "No, sir... You're not listening! I just wasted $150 because your company mislead me! I want a phone, a good, NON REFURBISHED phone from your company or I am taking my 8 years of customer loyalty to another company!" At which point he hung up on me.
I called back, asked to speak to someone to cancel my account and once again got someone who could barely speak english. I can't hear a damn thing this guy is saying and all I'm saying over and over is "Aside from telling me your company is sending me a new phone at no charge, there is nothing you can say to keep my business!"
In the end he offered me a $50 discount on any phone I want (any decent phone for cricket is over $200 and they no longer carry the slvr I wanted) and then he waived my current monthly bill so that I could, in his own words, find a service that would be better for me.
Is this customer service? Did I wake up in North Korea at some point? This is bullshit and I'll tell you now, I will take my business elsewhere. 8 long years of loyal service and on-time payments to be treated like this. If you have cricket or you are thinking about getting service through them, I urge and implore you, DO NOT! In the end I've wasted almost $500, not t mention 8 years of monthly payments.
Nik
Clearfield, Utah
U.S.A.
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