Cricket Communications Inc

Review: I went in to a cricket store yesterday 6/21/2013 at around 5:30pm where I was sold counterfeit merchandise and the company refused to refund me my money until I threatened to call the police. [redacted]Desired Settlement: I would like for the authorities to go to this store and stop these people from trying to sell this to anyone else. Their return policy is 30 mins and the sales rep failed to tell me that information, but I made it within that time.

Business

Response:

July 1, 2013

Review: I purchased a Sonata ZTE 4g from the local Cricket store about one month ago, and last week it stopped working. The touch screen was receiving input that I was not providing and it kept attempting to ghost-dial an emergency number. The phone was completely useless after this issue started. I was told by the store employee to call a certain number to get a replacement phone, upon calling that number, I was told they no longer handle those claims and was given a new number to call. I called that number, and the man on the other had such a thick accent, I could hardly understand him. Even through the language barrier, I gave him the IMEI# for my phone and he told me they have no record of my phone in their system. After returning to the store, I was given a new number to call and they informed me that it would cost me $80+ dollars to replace the defective merchandise and that they'd call me the next day to get my card information. They never called. I had to go to the store, call the new service # and spend over 30 minutes trying to get them to replace the faulty item. Now I'm a week without a phone and it's costing me close to $50 to replace it. This is a predatory business practice that is fleecing their customers to replace defective merchandise. No other business will charge you extra to replace faulty goods, why are cell phone companies exempt from this basic premise of -any- business?Desired Settlement: I would like a refund for the costs incurred by their predatory business practice. They knowingly keep costs low by selling low-quality merchandise and when it stops working, through no fault of your own, they charge you a replacement fee, demand a hold on your account for the cost of the phone and then charge you for shipping. I would like the replacement fee and shipping costs reimbursed to me.

Business

Response:

July 18, 2014

Review: First complaint-I went to the cricket wireleas store located at [redacted]. I arrived there at exactly 10 am, which is the time that the store was supposed to be open. At 10:08 am, a Hispanic man arrived at the store and opened the store. There was already a line outside the store, which I was the second to arrive. Second complaint- the store seems to be very busy and there was only one person working. Which isn't very logical if the store is busy. Third complaint- it was finally my turn in line. I told him what I needed and he got to work on it, but it took 40 mind and he still didn't have my issue resolved. All I wanted was to upgrade my plan to the $60 plan because I was on the $50 plan. All the $60 plan included was more data. So I waited until 10:50 am to finally walk out because he wasn't helping me. Fourth complaint- while the guy was assisting me, he decided to start helping the people behind me, instead of handling my issues. He started ringing up the purchases for the people behind me, which angered me because I had been there for 40 mins and he still couldn't solve my issue. After I left the store, I went to a different cricket location, and I literally walked out of the other location within 5 mins with all my issues solved.Desired Settlement: I would like if something was done to change the way the store worked and I would like to get compensation for my wasted time at the [redacted] (50 mins)

Business

Response:

November 18, 2014

Revdex.com

Review: Bad customer service..made me wait 3hrs in line...45 mins on phone.half on hora on a store to tell me rudely that its not corporate..and they swap my calls back n forth.insist that they're giving me free phone when its not cuz I pay my insurance n they charge me a deductible ..lost money in my business cuz they couldn't provide me with a replacement phone right away..ppl on the customer.service don't know anything..I just want my phone or pay the diffrence of n equal value one..always give me attitude likeim asking them for a favor.I wanna change to something else..where they don't whatever they feel like with my money..its not the first time..should just go out of business if they can't treat customers right..willing to work something out ...call [redacted]..be fair..don't want anything free..u already made me lose business n customers ..I'm hoping u reach me n change my mind something that I like..NOT WHAT U WANT..how it should be for our money..tired of ur games..unprofessional staff n beat around the bush..Desired Settlement: Wanted a replacement fast but u couldn't do n made me lose my business n customers ..cuz I needed my hotspot internet for my business to turn in some work to a client who had already n I had to give him his money back..so now I'm willing to negociate a great deal..whether I pay the difference of the note 3..or some great deal to the s4..don't wanna hear u can't cuz its been done before..u did it with my previous phone that's now broken..willing to come to an understanding

Business

Response:

March 20, 2014

Revdex.com

Online Complaint

Re: [redacted]

Revdex.com Complaint ID: [redacted]

Cricket Account No: [redacted]

Dear Sir/Madam,

This correspondence is in reference to a complaint filed by [redacted] regarding Cricket service. In his complaint, Mr. [redacted] states that he experienced very poor customer service from Cricket. He was inquiring about a replacement phone and feels he was given the run around and transferred back and forth between representatives. Mr. [redacted] states that Cricket is charging him a deductible for a replacement phone.

We apologize to Mr. [redacted] for any inconvenience or poor service he felt he received. Cricket strives to provide excellent customer service and we regret when that high standard is not met.

The Cricket Handset Protection Plan will replace the customer’s handset if lost, stolen or damaged. The cost of this feature is $5.00 to $10.00/month depending on the handset. Deductible amounts range from $20.00 to $200.00 depending on the handset.

Our records indicate that Mr. [redacted] received a replacement phone on March 11, 2014. We are unable to waive the cost of the deductible paid under the Handset Protection Program. As a courtesy, we have applied a $20.00 credit to Mr. [redacted]’s account. We have also forwarded this complaint to an Operations Manager for further review. Mr. [redacted]’s feedback will be used for any necessary coaching and follow up training.

We thank Mr. [redacted] for his communication and trust that this explanation properly addresses his complaint.

Regards,

Corporate Customer Relations

6380 S Fiddlers Green Circle, Suite 900

Greenwood Village, CO 80111

Review: Purchased a phone(Galaxy S5)from Cricket Wireless.I traded-in a phone( unlocked Galaxy note 3)that they valued at $212.00. I brought Cricket's phone back during the return period of a week as I was having connection issues with their network and did not receive my trade-in or cash back for my trade-in that they valued at $212.00. They sent my trade-in to corporate two days after I purchased their phone even though I had 7 days to returns theirs. They should have waited to the 8th day which at that time I would of been under contract. They have received my phone for free as I was not informed that this was the process. Had I known, I would of kept my trade out of the deal while I tried their services.Desired Settlement: I would like to be compensated for my phone at what they valued it during my trade-in which was $212.00

Business

Response:

November 4, 2014

Revdex.com

Review: Recently I purchased a Samsung Galaxy S4 in the amount of 600.00 this past February 2014. At the time of purchase, no Cricket employee and our representative informed me of such changes. If they would have in formed me of upcoming changes, I along with many others wouldn't have made the purchases. Now I'm being informed that I am going to have to purchase a new phone due to Cricket being purchase or merging with AT&T. I don't think Cricket's consumers should be affected in such a monetary amount by their business decisions. I'm looking to be either compensated on my loss or being issued an AT&T Samsung Galaxy 4 or higher for this inconvenience.Desired Settlement: Replace my phone with a Samsung Galaxy S4 or Samsung Galaxy S4 to be used on Cricket's New AT&T network.

Business

Response:

September

11, 2014

Revdex.com

Review: My husband and I were looking to change our service provider. We looked around at various companies and cricket showed that we could get service in our area for the best price. We checked the coverage map provided online by cricket and it showed that we had service. We then went to the store and checked the more detailed state map provided, which showed that we had coverage, and asked a few questions about the service. We then went home and discussed our options and decided that cricket would work for us. So we went back to the store checked the map again and then purchased the service and phones. When we got home we discovered that we did not get service anywhere in our area, even though the maps showed that we should have plenty of coverage. We gave it 24 hours to see if it would improve and it did not. So we went back to the store and were able to get a refund for the phones, but were told that they could not give us a refund of the $70 for the month of service. They gave us a number for customer service to call and talk with them about a refund of the service. We called that number only to be told that no one there can give us a refund. They refused to patch us through the their supervisors and continued to say that they could not give us that refund. As we were talking to them we pulled up the map online and it still showed that we should get service, but the people on the phone were saying that their maps showed that we did not. It is false advertising and misleading the consumer for the maps online and in the store to show that there is coverage in areas where there is not coverage. The people talking to us on the phone were all telling us different things about when and where we could have gotten a refund instead, but then turning around and saying that we couldn't have gotten a refund anyway. Each one was telling us something different.Desired Settlement: We would like a $70 refund for the month of service that we paid for and did not get.

Business

Response:

September

2, 2014

Revdex.com

Online

Complaint

Re:

Revdex.com

Complaint ID: [redacted]

Cricket

Account No: [redacted]

Dear

Sir/Madam,

This

correspondence is in reference to a complaint filed by [redacted] regarding a

refund request for service. In her complaint Ms. [redacted] states she purchased

service with Cricket Wireless due to better pricing, however she did not have

coverage in her house. Cricket’s coverage map indicates good coverage. Ms. [redacted]

is requesting what she paid for service which is $70.00.

We

apologize to Ms. [redacted] for any inconvenience or poor service she felt she

received. Cricket strives to provide excellent service and we regret when that

high standard is not met.

After

reviewing Ms. [redacted] address in Cricket’s coverage map we found she has

coverage in her area. In addition, per Cricket Terms and Conditions, we do not

guarantee the availability of the wireless network or any Wireless Services. We

do not have access to our network outside of our coverage areas. Coverage maps,

available on our website or in store, show a high-level approximation of

wireless coverage and there are gaps in coverage not shown by this

approximation; actual coverage may vary and be affected by terrain, weather,

foliage, buildings, signal strength, high-usage periods, customer equipment and

other factors. We do not guarantee coverage and our maps do not show actual

network performance.

Also,

any amounts paid for service charges are non-refundable and account balances

are not transferable, refundable, or redeemable for cash. If the account is

suspended or cancelled, for any reason, any remaining balance in the account

will be forfeited. Consequently, we are unable to refund Ms. [redacted] for

Cricket’s service.

We

thank Ms. [redacted] for her communication and trust that this explanation properly

addresses her complaint.

Regards,

Corporate

Customer Relations

Greenwood

Village, CO 80111

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The coverage maps don't even look be near any gaps in service. I'm not concerned about the performance of the service, but rather the availability of any service at all. I would have been fine if I only was able to use 2G service in my home, but couldn't even make a call until I walked into the middle of our street. The fact that we went back to the store and they pulled up the AT&T service map and the staff confirmed why we don't have service makes me sad. Every customer service person on the phone had a different story to tell and were all frankly not very friendly. I request that Cricket at least update their service maps so someone else does not fall into the same trap that we did, but still feel I deserve a refund on the service we never got.

Regards,

Review: my phone just stopped working from one moment to the next. It has a little scratch on the back that it had before it stopped working and [redacted] will not replace it. I have bought several phone and have spent hundreds of dollars. I would like to be treated fairly and would like to have my phone replace. I have only had this phone for a little over three months. It should still be under warranty. They say the small scratch on the back voids the warranty. They haven't even seen the scratch and they still void the warranty. I don't believe they are being fair. I would appreciate any help Thank you

warranty issues I have had phone for a little over three months only and already doesn't work I have had phone for only a little over three month and it stopped working from one moment to the next and they will not replace it they say warranty is void because it has a small scratch on the back, which was there before it stopped working I have spend hundreds of dollars with cricket communications and I would like to be treated fairly and have my phone replaced. Thank you.Desired Settlement: I would like my phone replaced.

I would like for them to honor their warranty and either make a better product or replace their prodcut when it malfunctions. Their phones are not cheap to buy but it seems they are cheaply made. Thank you

Business

Response:

April 15, 2013

Revdex.com

Online Complaint

Re: [redacted]

Revdex.com Complaint No: [redacted]

Cricket Account No: [redacted]

Dear Sir/Madam;

This correspondence is in reference to a

complaint filed by [redacted], regarding a Cricket handset. In her complaint, Ms. [redacted] states her phone

stopped working. Due to a scratch on the

back of the handset, she states a warranty claim was denied by [redacted]. Ms. [redacted] is requesting a replacement phone.

We apologize to Ms. [redacted] for any

inconvenience or poor service she felt she received. Cricket strives to provide

excellent customer service at all times, and we regret if that high standard is

not met.

We forwarded Ms. [redacted]’s complaint to

management in her area, who contacted her and arranged for her to receive a

replacement handset at a local store. Ms. [redacted] stated she would pick the

handset up at her convenience and would consider the complaint resolved.

We thank Ms. [redacted] for her communication

and we trust this action resolves her complaint.

Regards,

Corporate Customer Relations

6380 S Fiddlers Green Circle, Suite 900

Greenwood Village, CO 80111

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: Was not able to take pictures or view my gallery, error message: SD card full.Took phone into store for help,the young man corrected the problem.The very next day the speaker for incoming and outbound calls stop working, I could not hear anything. Now can only use the phone in speaker mode to hear (not a good thing). Again took the phone into the store, was told my speakers are dead, it is nothing they can do,ask me if I had any headphones, my response, yes I do. I faithfully pay my bill.After this visit upon arriving home looking at the pictures and notice a picture missing (of myself)it may be others that I am not aware of. Also, Cricket monitor all my calls,when I dial a number before the phone starts ringing, I hear a really loud click, then the phone began to ring. only sometimes it will ring then I hear the loud click.but extract clicking noise is always there.Handset had no sound or very, very low.I stated to a friend when I text, I use the microphone, I do not type. The very next four hours, the microphone was not working.Desired Settlement: Replace the phone, and the picture deleted or moved please return,I was in a church service the other four pictures taken the same Sunday are in place.Thanking you in advance.[redacted]

Business

Response:

February 28, 2014

Revdex.com

Online Complaint

Re: [redacted]

Revdex.com Complaint ID: [redacted]

Cricket Account No: [redacted]

Dear Sir/Madam,

This correspondence is in reference to a complaint filed by [redacted] regarding Cricket service. In her complaint, Ms. [redacted] states

that she is not able to take or view pictures on her phone. She is receiving an

error message that her SD card is full. She is also experiencing issues with

the speaker on her phone. Ms. [redacted] believes that Cricket is monitoring her

calls, and states that she hears a loud click after she dials a phone number.

Ms. [redacted] requests a replacement phone.

We apologize to Ms. [redacted] for any inconvenience or poor service she

felt she received. Cricket strives to provide excellent customer service and we

regret when that high standard is not met.

All returns and refunds are pursuant to the return policy for location

where the product was purchased. Most stores accept returns within 30 days from

the purchase date. If Ms. [redacted] believes her current phone has a

manufacturer defect, we ask that she visit her nearest Cricket store for

warranty evaluation.

Cricket uses the latest technology to ensure that the contents of a

customer’s wireless conversation or data requests are not intercepted by random

third parties. Therefore, it is highly unlikely that conversations would be

intercepted.

First, we can unequivocally state that Cricket does not

support or condone the implementation of any kind of “spyware” on cell phones

for the purpose of exploiting customers’ personal information. From a technical

standpoint, we are unaware of any application specifically designed for this

purpose and would not knowingly allow it to be used on Cricket

handsets. If Ms. [redacted] feels strongly that her service is being

tapped, she may want to consider changing her wireless phone number or using a

different mobile handset.

We suggest Ms. [redacted]

visit a Full Service Cricket Store to have her phone inspected for defects or

account errors. While many people believe that noises such as

clicks, static or voices indicate line tapping, most wiretapping devices emit

no audible sounds. It’s possible that an internal account error is

responsible for the issues she has described. In addition,

“crosstalk,” or hearing other’s voices on the phone, is a common phone issue

when phones are tuned to the same channel.

Because Cricket uses the latest technology to ensure that the contents of Ms.

[redacted] wireless conversations and data requests are not being intercepted by

random third parties, it’s highly unlikely that her conversation is being

infiltrated.

We thank Ms. [redacted] for her communication and trust that this explanation

properly addresses her complaint.

Regards,

Corporate Customer Relations

6380 S Fiddlers Green Circle, Suite 900

Greenwood Village, CO 80111

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I am not satisfied with this resolution, because: I can't hear the sound is very low on all incoming and outgoing calls.

I must use the phone in speaker mode to communicate all phone calls. The phone was in a good working condition,

before taking the phone to the store. The reason for taking phone in has been corrected (SD card full) was not able

to view picture gallery or take any pictures. The speaker problem only happen after leaving store upon returning home.

Also, one of my pictures are now missing taken in a church service, I would like for that picture to be restored to my gallery.

Thanking you in advance,

Ms. [redacted]

Business

Response:

March 11, 2014

Revdex.com

Online Complaint

Re: [redacted]

Revdex.com Complaint ID: [redacted]

Cricket Account No: [redacted]

Dear Sir/Madam,

This correspondence is in reference to a rejection filed by [redacted] regarding Cricket service. In her rejection, Ms. [redacted] states

that the volume on her phone is very low and that she has to use her speaker

mode to communicate for both incoming and outgoing calls.

Again, we apologize to Ms. [redacted] for any inconvenience or poor

service she felt she received. Cricket strives to provide excellent customer

service and we regret when that high standard is not met.

Our position on this matter has not changed. Ms. [redacted] will need to

visit a Cricket store for a warranty evaluation and options for a replacement

device. The nearest corporate owned Cricket store to Ms. [redacted] is located at:

Review: I paid for a $50 plan. Without my knowledge I was changed to a $45 restricted plan. I was lied to when I inquired about services. I was not informed about changes made to my plan. There were changes made to the service that was not informed about.Desired Settlement: I want a refund for the service I did not receive. I was not allowed to make an informed decision.

Consumer

Response:

I now have phone service that works as requested. My issue is resolved. With no money out of pocket.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I purchased a cricket phone and minutes in January 2013. The service did not work where I live. I called cricket. I was told to return the phone to [redacted] and Cricket would refund the $35 for minutes to my bank account within 30 days. I never received the refund. I called several times. I was told to go to the cooperate store inLittle rock(an hour from my home). I did. The store told me I had to call customer service. Which I had been for months. Finally, July 10, 2013, I spoke with a supervisor. After explaining the situation numerous times to the same person, she issued a refund. She assured me I would have a check in te mail within 10 business days. Ten days later, I still do not have a refund. I called today, July 24. I spoke with another supervisor who refused to help me or answer any question I had. After being in the phone for over 45 minutes, he hung up on me. Seven months of being lied to and refused to help is very frustrating. I would like me refund of $35. I have spend money on tax and gas money getting to their store with no luck. I was given a number on July 10th to confirm this refund: #[redacted]Desired Settlement: $35 for the minutes bought.

Business

Response:

August 1, 2013

Review: I have two phones under my name with Cricket Wireless. My phone and my wife's phone. My wife had to purchase a newer model phone due to her being a college student and the frequent use of her lap top when she is away from home. My family and I decided to take a trip to visit family in [redacted]. When we arrived my wife needed access the internet, and She was talked into purchasing a HTC One Smart Phone from an independent Cricket dealer in [redacted] on 2/18/2013. This dealer [redacted] told us we would have the access to the internet by adding the Wifi Hot Spot service, which she would not need any other additional components to use on her laptop. Her plan was $60 dollars a month, which included the Wifi Hot Spot services, and insurance. Things was ok from there until we returned home, which is on 2/27/2013 in [redacted]. Before we left on our trip, my husband made a payment in advance to cover our phone services from February until June. On March 26, 2013, a payment of $172.89 was processed and posted to my husband's [redacted] Debit#[redacted] and Cricket states they don't have record of this payment. They are refusing to handle this issue, and we also were told yesterday there is no insurance on my wife's HTC One handset. We need someone to investigate because monies is missing and we are struggling parents of a 3 year old and don't have time with this mess.Desired Settlement: I want my payment researched and processed and my phone issue corrected regarding the insurance I am suppose to have on my wife's phone.

Business

Response:

June 7, 2013

Review: I went to pay my cellphone bill of 50 dollars, but my Fianc did not know if I would be able to so he sent his friend to pay it. His friend ended up pay the bill too and as a result of that, we tried to get on of the payments back. The store would not have that and said that they could not refund the money and that the two payments that were made were now for October and November. I think that it is ridicules to not give the customer back their money when it was accidently over paid. The thing that really upsets me the most is that the store didn't even say anything that the bill was already paid. That is defiantly bad business.Desired Settlement: Refund of the 50 dollars that was over paid.

Business

Response:

October 16, 2014

Review: I am a senior citizen and I have been using cricket for quiet some time (years) and my bill has always been the same $37.45 from a $35 dollar plan. I am person that lives in the poverty percentage line and don't have much money to pay for the bill. Now Cricket is charging me $39.54 and without explanation they just adding that money to their pocket. I tried to go to one of their retailers stores (on [redacted]) and their customer service was very unprofessional and rude couldn't give me any reasons of the addition to my bill. I tried calling their customer service on their # [redacted] and there is no one live to speak with and their recording message just hangs up on you if your calling to ask about the bill. I tried logging into the computer to see the bill online and even in the computer account it doesn't show details of the bill. I just need an explanation of the addition to my bill.Desired Settlement: I just need for my bill to go back to the normal amount or an explanation of the addition in the bill.

Business

Response:

June 04, 2013

Review: I have had a prepaid account with Cricket for 3 years and I have auto pay. My monthly payment has been taken out of my account on the due date each month. This month July 2014 the payment was taken out 2 days prior to my due date. The due date is the 5th of every month. I have already paid for June 5th-July 4th. I called to cancel my service on July 4th, the last day that I have paid for. Then I found out that they have already taken the money for next month. The reason that they took the money early is because cricket merged with AO wireless which changed the "terms of agreement". I was unaware of this change until today. Cricket is refusing to give me my money back for the month of July 5-Aug 4. I will not have service for this month so I don't understand how/why they will charge me for service that I do not want and will not have.Desired Settlement: I would like a refund for $35 that was taken out of my account on 7/3/14. My due date is on July 5th and I cancelled my service on July 4th. I will not pay for service that I do not need/want. They were not authorized to take this payment early. They take my payment on the due date every month. Just because they are merging their companies does not mean that I should be adversely affected.

Business

Response:

Review: I have a paper saying that my bill was due 6/20/14 and I went to make a call and phone was off I called them and asked them about it and the told me the bill was due the 6/19/14 I have the paper in my files saying that it due 6/20/14.Desired Settlement: Full refund phone cost and service cost

Business

Response:

TO: [redacted]

FROM: [redacted], Customer Support, Cricket Wireless

DATE: July 2, 2014

SUBJECT: [redacted]

Mr. [redacted],

We received your complaint filed with the Revdex.com regarding the date in which your bill was due for the month of June 2014.

On 7/2/2014, I contacted you to discuss the issue. You shared that you visited one of our retail locations on May 20, 2014 to begin service with Cricket Wireless and explained how you were told your bill due date for the next month would be June 20, 2014. I clarified that the bill renewal date for June was on the 19th and not the 20th. Prepaid service with Cricket Wireless requires the funds to be on the account prior to the bill renewing for a new service cycle; this will avoid any interruptions in service. A payment of $67.00 was not on the account by June 19, 2014 which caused the account to go into suspension on June 20, 2014.

Due to the miscommunication a service credit was applied to the account for the amount owed and your service is now active. I also confirmed that due to the service credit applying on July 2, 2014 the due date for the month of August is on August 1, 2014.

We regret the frustration you experienced with your bill due date. We appreciate your business. Please feel free to contact me in the future, should the need arise.

Very truly yours,

CC: Revdex.com

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

it was settled but in a way didn't really want it to be settled kept pushing me in to getting my phone on but told them didn't want there service and said I didn't want too be with a sevice that treated me like they do asked them about getting money back and told me was past the seven day and kept pushing me to get my phone on so I just got it turned on wish would of said no but what can I do if I cant get the money back for a service that treats people like they do might as well get my phone on so I don't waist the money so stuck with a phone and company I don't want

Review: I purchased the phone and service plan on 10-09-2014, I received the phone via UPS on 10-10-2014, When I removed the phone from the box it had a cracked screen thereby making the phone useless. I called Customer service immediately and told them the phone was going to be returned and I wanted my money refunded. The Lady did a Buyer's Remorse and she gave a number that is listed below. She also gave me a return ticket for UPS I boxed up the Dear Valued Customer,We have received and will be returning to you the product that fails to qualify for credit based on Cricket's return policy. Please see the RA info belowPRODUCT IDSERIAL #RA #REASON FOR RETURN[redacted]PhysicalDamageThank youphone and sent it back via UPS. I heard nothing after several weeks and calling them almost every day sometimes spending over 2 hours on the phone trying to find when I was going to get my money back. I received the following via email I called them back and they were suppose to have a supervisor get back to me. I waited for the return call never happened I called them back again and again was told they did not know what was going on. I called and was told a company was suppose to refund my money They never did and when I call their number nobody answersDesired Settlement: I paid 113.00$ for the phone I want the money refunded as I am out that money that I paid for a phone that I received broke I hope you can help me

Business

Response:

December 12, 2014Revdex.com

Review: I went to cricket store located at [redacted],Ohio 44134 to purchase a new cellular phone on Thursday 09/25/14.I had a plan with radio shack cricket CDMA which they refer to as "old" cricket.I wanted to retain my present phone # which is called porting so I asked [redacted] the salesmen to begin the process he told me it would be done Sunday 9/28/14.He told me if I purchased a phone at that time I might lose my $.Friday 9/26/14 approximately 12 pm [redacted] from the the store called me saying the port was complete & I could pick up a phone & it would work with my # I asked why it was done so quickly she said that happens sometimes.I returned to the store at 430 Friday Amir was the salesman so he tells me the port isn't complete but sold me phone at 523 pm saying I just need time & will eventually work he tried for 3 hours to get phone working to no avail.So I left at 730 with my new phone not working I paid $99.99 for phone & $50 for a month of service.I called customer support at cricket at least 20 times between Friday & Sunday to ask for update or new information on the port status no one could help me or had any answers if the phone would eventually work let alone what date or time it might.I returned to store Sunday 9/28/14 about 1230 pm Amir was working again he informed me the port/ migration was lost & wouldn't even though Friday it was complete he said I might be able to get anew phone to work but I didn't want a new # the port was cancelled at that time I left at that moment.Ireturned Tuesday to cricket returned phone & was refunded $80.99.I understand they have a restocking fee & didn't want to refund $50 for service but they couldn't get phone activated & I spent 6 hours in the store & I can only imagine how many hours on the phone trying to get situation fixed.I called another cricket location & was told shouldnt take longer than 24 hours to port a phone #.I felt no one was interested in getting the phone working or might not be knowledgeable enough to port a phone # for a customer.Desired Settlement: I feel I should be refunded $77 which is what I didn't get returned from my original payment.They were unable to activate my newly purchased phone in a reasonable amount of time.I understand if I returned the phone because I wasnt satisfied with the service or phone but they were unable to make activate it for whatever reason.

Business

Response:

October

17, 2014

Revdex.com

Review: This company allowed someone to take my phone number to another company without my permission. They have also charged my credit card for the month and will not allow me to get a refund or get my number back.Desired Settlement: I don't want to deal with a company that allows someone to steal phone numbers and that won't help me solve it. All I want is my money back for the month of May. My card was charged on April 30th for May services. If they claim I switched companies why would they still charge my card and not issue me a refund? Bad business practices.

Business

Response:

May 20, 2014

Review: I purchased a HTC One V Smart Phone from Cricket online and the phone arrived mostly dead on arrival. The wireless function and Hotspot function do not work. On the day that I received the phone (04 May 2013 ORDERED and received 06 May 2013) which was that Monday (06 May 2013) I took the phone to a authorize Cricket dealer and let them trouble shoot the phone. They verified the issue and gave me instructions on how to have the phone replaced (It is under a 30-day no hassle return policy). On 07 May 2013 I went to a corporation store as per the instructions but was advised my account was locked and the phone could not be replaced. I called Cricket Online Customer Service and was told that was a mistake to return to a Cricket Corporate Store and the phone would be replaced. That afternoon I did so, to a different store (a corporate store that was on my way home). I explained to the staff person there what I needed and what I had been told and they refused my request telling me that was against policy. I came home and called Cricket again. I was told that a new phone would be mailed same day (08 May) no more problems. I checked 13 May with Cricket and they deny having spoken with me and the process has re-started. I am 300.00 into this phone and it does not work as promoted and the company has not honored its policies.Desired Settlement: I want my phone replaced. Not in three or four weeks or two months. I am paying for a service that I expect to be given. I have paid for a product that was supposed to be delivered to my door in a 100% functional order and is under a 100% hassle free return guarantee. I have honored my part by paying as required in advance for all these items, guarantees, and services. I fully expect Cricket to honor their obligations or be penalized just as others are when they do not meet theirs.

Business

Response:

May

16, 2013

RevDex.com

Online

Complaint

Re: [redacted]

Revdex.com

Complaint No: [redacted]

Cricket Account No: [redacted]

Dear

Sir/Madam:

This

correspondence is in reference to a complaint filed by [redacted] regarding

a defective device. In his complaint, Mr. [redacted] states that he purchased an

HTC One V phone online and received it on May 6, 2013. He states that the

wireless function and hotspot feature was not working properly and he visited a

Cricket dealer for troubleshooting. Mr. [redacted] states that they verified the

defect but could not replace the phone because his account was locked. Mr.

[redacted] called customer service and they referred him to a corporate owned

Cricket location for replacement. Mr. [redacted] states that he went to the

corporate Cricket store and explained his situation. He states that the

representative at the store refused to replace his phone and told him it was

against policy. Mr. [redacted] said he went home and called customer service

again. He states that he was told a new phone would be mailed on May 8, 2013.

Mr. [redacted] states that he called Cricket again on May 13, 2013 and had to

request a replacement again because there was no record of his request on May

8, 2013. Mr. [redacted] is requesting for his phone to be replaced.

We

apologize to Mr. [redacted] for any inconvenience or poor service he felt he

received. Cricket strives to provide excellent customer service at all times,

and we regret if that high standard is not met.

In

reviewing Mr. [redacted]’ Cricket account we see that he made several attempts to

replace his phone. We were unable to assist Mr. [redacted] with the exchange in

store because the phone was purchased online. We do understand the

inconvenience this may cause customers, but our computer system will not allow

it because the phone originated from a separate inventory than the store. Our

records indicate that Mr. [redacted] called on May 8, 2013 and inquired cancelling

his account. We advised Mr. [redacted] about our return policy and offered an exchange;

he stated he would call back because he was driving. When Mr. [redacted] called on

May 13, 2013 a replacement request was submitted to Cricket’s web sale support

team.

We

are unable to fulfill Mr. [redacted]’ request for a replacement because our

records show that Mr. [redacted]’ replacement request was approved on May 14, 2013

and we sent Mr. [redacted] an email to notify him of this. On May 15, 2013 Mr.

[redacted] received the replacement phone and it was activated on his

account.

We

thank Mr. [redacted] for his communication and we trust this explanation resolves

his complaint.

Regards,

Corporate

Customer Relations

6380

S Fiddlers Green Circle, Suite 900

Greenwood

Village, CO 80111