Cricket Communications Inc

Review: MY SPRINT PHONE CRASHED, I FOUND THIS CRICKET STORE. [redacted] AND ANOTHER GENTLEMAN VERIFIED THAT I COULD RETURN THE PHONE TO A CORPORATE STORE IF I DID NOT LIKE IT WITHIN 7 DAYS. [redacted] TOLD ME THE PHONE HAD FEATURES THAT IT DID NOT HAVE, NOT TO MENTION THE PHONE IS NOT A GOOD MATCH FOR ME. SO, I LEAVE WORK 1 HOUR EARLY AND GO TO THE LOCATION THE REPS TOLD ME I COULD GO TO ON NEEDMORE. AFTER BEING THERE FOR 1 HOUR+, THEY TOLD ME TO CALL CRICKET OR GO TO THE STORE WHERE I PURCHASED THE PHONE. D/T THE DISTANCE, I CALLED CRICKET THAT EVENING AND SPENT OVER 2 HOURS TRYING TO CONTACT A REP FOR HELP; LARGELY B/C OF SO MANY DROPPED CALLS. I AM 9 MONTHS PREGNANT AND CANNOT TRAVEL TO CINCINNATI TO EXCHANGE THE PHONE. I WAS SOLD THE PHONE UNDER FALSE PRETENSES. IF I WOULD HAVE KNOWN THE TRUTH, I WOULD HAVE NEVER PURCHASED THE PHONE. FURTHERMORE, D/T SUCH POOR RECEPTION AND CUSTOMER SERVICE, I CERTAINLY DO NOT DESIRE TO REMAIN WITH THE COMPANY AFTER I DELIVER. NO ONE IS TRYING TO MAKE RIGHT THE WRONGS, AND I AM IN A NO WIN SITUATION AS A BRAND NEW COMPANY. MGMT IS INACCESSIBLE AND THE LOW LEVEL OF COMPETENCY IS ALARMING. I NEED A FAIR AND EQUITABLE RESOLUTION; I NEED FOR CRICKET TO STEP UP WITH THEIR CUSTOMER SERVICE AND SUPPORT.

Product_Or_Service: Nokia /LUMIA/

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (Requires Explaination)

I WOULD LIKE MONETARY REFUNDS FOR THE AGONY THAT I HAVE FACED AND GAS THAT WILL BE LOSS IF I ULTIMATELY HAVE TO DRIVE ALL THE WAY BACK TO CINCINNATI AFTER BEING TOLD OTHERWISE. NOT TO MENTION THE AMOUNT OF TIME THAT HAS BEEN WASTED. I NEED FOR THEIR TO BE AN EXTENSION TO THE AMOUNT OF DAYS THAT I CAN RETURN THIS DEVICE B/.C SO MUCH OF MY TIME HAS BEEN WASTED AT THE HANDS OF CRICKET TO NO AVAIL. THERE SHOULD BE MUCH COMPASSION TO ME AS A NEW CUS

Business

Response:

June 4, 2014

Review: We paid over $720 for phones and service we did not get. We paid for a month of service in advance and service was disconnected twice because they did not properly credit the payment. We have had nothing buy trouble since we purchased the phone. They never delivered the service they promised.Desired Settlement: Refund of $720

Business

Response:

June 17, 2014

Revdex.com

Online Complaint

Re: [redacted]

Revdex.com Complaint ID: [redacted]

Cricket Account No: 9[redacted]5

Dear Sir/Madam,

This correspondence is in reference to a complaint filed by [redacted] regarding Cricket service. In his complaint, Mr. [redacted] states he paid over $720.00 for phones and service he did not receive. He states that he paid for a month of service in advance, but the service was disconnected twice because the payment was not properly applied. Mr. [redacted] is requesting a refund in the amount of $720.00.

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

We are unable to issue a refund to Mr. [redacted] for the purchase of his device. All returns, refunds or exchanges are subject to the store’s return policy. Amounts paid for service charges are non-refundable and account balances are not transferable, refundable, or redeemable for cash. If your account is suspended or cancelled, for any reason, any remaining balance in your account will be forfeited. Please refer to our Terms and Conditions of Service online at www.cricketwireless.com/terms.

If Mr. [redacted] made a payment to his account that did not post to his bill a Payment Research ticket can be opened on his behalf. We ask that he call ###-###-#### to start this process. He may be required to provide supporting documents or proof of payment to research the payment in question.

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

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.

Our account was messed up from the beginning. No one could straighten it out, not even a cricket representative, not even cricket

Technical support. Cricket told me that if I paid another month of service they would try to correct the problems I was having with their service. I told them that they need to correct the service first, then I would pay the monthly service fee. I paid over $720 and they still did not correct my service. I did not get the service that I had contracted with them to get. I never could directly access technical support.

Regards,

[redacted] And [redacted]

Review: purchased the phone it is defective and they will not replace the phoneDesired Settlement: radio shack manager mark has poor customer service skills and needs to be fired.

Business

Response:

June 27, 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 her phone is defective and Cricket will not replace it. She received poor customer service at Radio Shack.

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.

New Cricket phones have a one year warranty from the manufacturer. To make a warranty claim, we ask Ms. [redacted] to please contact our Returns Center at [redacted] option 4 (Warranty Claims) or directly to our warranty support provider IMM at [redacted] for assistance. The support center will troubleshoot the device malfunction over the phone and provide instructions for the warranty return, if applicable.

Please note, we offer several warranty exchange options:

•Advanced Exchange: Customers will be shipped a new or reconditioned (like new) replacement device before sending their defective device to the Cricket Returns Center. Customers can choose between 2-day delivery for a $10 shipping fee or next day delivery for a $20 shipping fee. Customers will be charged a security deposit equal to the value of the device ($30 - $600, dependent upon the device). A full refund of the security deposit will be applied to the customer credit card within 5 business days once the customer has returned their defective device to the Cricket Returns Center and if the device meets the warranty exchange return policy requirements. If the device does not meet the warranty exchange requirements - the security deposit will not be refunded and the defective device will be returned to the customer.

•Expedited Post Exchange: Customers must to send their defective device to the Cricket Returns Center before they receive a replacement device. If the return is compliant with the warranty exchange policy requirements, a new or reconditioned (like-new) device will be shipped to the customer. Customers can expect to receive the replacement device within 3 business days after shipping the defective device to the Cricket Returns Center. A $20 shipping fee will be charged to customers for this option.

•Standard Post Exchange: Customers must send their defective device to the Cricket returns center before they receive a replacement device. If the returned device is compliant with the warranty exchange policy requirements, a new or reconditioned (like-new) device will be shipped to the customer. Customers can expect to receive the replacement device within 5 business days after shipping the defective device to the Cricket Returns Center. This option is at no cost to the customer.

We are unable to replace Ms. [redacted]’s device in a store or by any other method. We ask that she utilize the contact information above to replace her device through our warranty support provider.

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

Regards,

Corporate Customer Relations

[redacted] S. [redacted] Circle, Suite. 900

Greenwood Village, CO 80111

Consumer

Response:

I can not be without a.phone for not one day because of business use so they.should exchange.it at the store ' .......etter Business Bureau:

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.

Review: I purchased my phone in February 2014 at the local cricket store close to my resident. I was told by the manager of the store that cricket has great coverage for Madison. The next month I started school (MATC college truax) and I started to get no service. So from 8am till 4:30 pm Mon through Friday I could not use my phone. I also started having problems with drop calls and my phone freezing up constantly. When I finally got some spare time to go to the cricket store and talk to the manager. I explained the situation and asked to be compensated for my inconvenience. He told he there was noting he could do about it because they switched over to AT&T and I would need to call the 611 number. I called the customer cr and got a very nice guy named [redacted]. He was very apologetic and assured me he would be able to assist me. After two hours trouble shooting he transfer which did not fix the problem, he transferred me over to billing. I asked [redacted] if he could explain the situation to the billing agent. He said he would but did not. The billing representative ([redacted]) was rude and loud expres[redacted]g there is nothing she can do and I will not be compensated for their inconvenience. I then asked to speak to her supervisor which was also rude. At that point I gave up and let them know that I would never refer anyone to cricket and I am going to report them to the Revdex.com. They told me to do what I had to do. So I disconnected the call.Desired Settlement: All I would like is to reimbursed for the 3 months that I could barely get any service. I told the customer service agent [redacted] that I got 20% out of 100% usage of my phone. He also looked at my data usage and confirmed I was not u[redacted]g it.

Business

Response:

Dear Sir/Madam,

This correspondence is in reference to a complaint filed by [redacted] regarding Cricket service. In her complaint, Ms. [redacted] states she purchased her phone in February 2014. The following month she started receiving poor service. While at school Monday-Friday from 8 a.m. to 4:30 p.m. she could not use her phone. She would have frequent dropped calls and her phone would freeze. When Ms. [redacted] visited a store for assistance she was told that they have switched over to AT&T and would need to call customer service for help. She called and spoke to representative and completed troubleshooting but it did not fix the problem. She spoke to another representative in billing, who refused to provide her compensation and provided poor customer service. Ms. [redacted] is requesting reimbursement for 3 months that she could barely use her services.

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.

Coverage may vary and may be affected by terrain, weather, foliage, buildings, signal strength, high-usage periods, customer equipment and other factors. In reviewing Ms. [redacted]’s account usage for the last 12 weeks, the services have been in use. While we understand she may not have been able to use the services in a certain places or buildings, we are unable to provide a refund for any service charges she has paid to keep her service active.

We ask that Ms. [redacted] refer to our Terms and Conditions of Service online at www.cricketwireless.com/terms, Availability of Service and Coverage:

Services may be interrupted, delayed, or otherwise limited for a variety of reasons, including environmental conditions, unavailability of radio frequency channels, system capacity and constraints, priority access by National Security and Emergency Preparedness personnel in the event of a disaster or emergency, coordination with other systems, equipment modifications and repairs, and problems with the facilities of interconnecting carriers. We do not guarantee the availability of the wireless network or any Wireless Services. You will 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.

As a courtesy for any inconvenience she felt this may have caused her, we have issued a $20.00 credit to her bill on June 27, 2014.

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

Review: Cricket's main phone number on their website does not allow for transfer to correct customer representative. Dial 1-800-CRICKET, dialing 1 for current customer, 1 for wireless service, enter number [redacted], and * anything else. The call then gives telecom noise and states "call cannot be completed as dialed." I notified 2 managers and multiple support staff on 6-24-14 that customers were unable to get through. I was able to get through to different department, but call is always disconnected when they attempt to transfer to the correct destination. They suggested I drive 3.5 hours to a store to get assistance. I am trying to contact them because I purchased a SIM card and 1st months service online. I am unable to active the product I purchased. Since I cannot speak to the department that handles this, and the representatives that I am able to get to tell me that they cannot assist me, I am helpless in this issue. They simply keep telling me to call the number that I have informed them many times is not working.Desired Settlement: I would like for Cricket to fix the toll free number so that customers are able to contact this company regarding the services that they have already paid for, since Cricket is a prepaid service. Customers have no way of getting ahold of customer service for "new Cricket". I would like the a refund for the total of the first month's service on this line, since I am unable to activate the line. This would be a credit of $40 for [redacted]

Business

Response:

July 9, 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, [redacted] states that Cricket’s main phone number does not allow customers to be transferred to the correct customer service representative. He tried several times to get through on June 24, 2014 but could not connect to the correct department. It was suggested that he visit a store for assistance, but the store is over 3 ½ hours away. [redacted] is having difficulties activating service and seeks assistance with this.

We apologize to [redacted] for any inconvenience or poor service he felt he received. Cricket strives to provide excellent service and we regret when that high standard is not met. We were aware of a routing issue with our call center, and worked to resolve it as soon as possible. We regret that this impacted [redacted] attempts to reach Customer Service.

We forwarded [redacted] concern to Technical Support Specialist, [redacted] is working on Mr. [redacted] account and activation error, he has contacted [redacted] to advise him of this. For reference, [redacted] can reach [redacted] at (505) 323-3147, should he have any additional questions or concerns.

We thank [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

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.

Cricket has stated on numerous occasions that they would be more than willing to credit my account for 2 months of service for the issues I went through contacting them as well activating the product. They have yet to actually credit my account for what has been promised. I would not consider this issue closed until Cricket fulfills their most recent promise of crediting my account for 2 months of server for this particular issue.

Review: I bought a new phone from the Cricket Store on E State St in Rockford IL. I bought the phone on May 30, 2014. On June 27th the phone would no longer power up. I took it into the store and they game me an 800 number to call. Now mind you I bought a Motorola phone. When I took the phone back they should have told me that I needed to contact Motorola, but instead told me to call this number and I would have to send it in for Warranty. I sent the phone in and it was received on June 30th.(tracked by tracking number) I have called several people and no one now knows where my phone is and no one will help me. I am now out a $150 and no phone. I am paying for a service that I am not receiving. I want either my money back or a new phone. I am tired of getting the run around with this matter. I just keep getting pushed aside like no one cares at all. I work with customers of my own everyday and I have never treated them like they don't matter. Cricket is the worst for customer service that I have ever dealt with. Once I get my phone or money back I will no longer continue using the. I will also pull my family, friends, and co-workers off the plan as well.Desired Settlement: I want either a refund or a replacement.

Business

Response:

July 18, 2014

Review: I already have an account with a phone number [redacted]. I ordered a sim card($9.99) and a plan($40) to activate on my account to take part in a group save discount. First my order wouldn't even process, then after resolving that issue, they cancelled my first placed order, then after ordering the sim and card it arrived and I couldn't activate the number they gave me([redacted]). I spent an hour and chat and another on the phone trying to resolve this. The chat said they would call me back when they manually activated my phone number because their system wouldn't let me activate it online. I never received another call and their system said they couldn't even see where I had tried to get them to activate the sim.Desired Settlement: I want a refund in the amount of the sim and plan and shipping costs that I incurred which is about $54. To also fix their system and make it where you can actually add a line to participate in the group save discount or take it off their website.

Business

Response:

TO: [redacted]

Review: I previously filed a complaint against this company for the same reason as this one. However, for some reason, it was closed without it ever being resolved, or any action taken by the company to address the issue. This company sold me a phone that they claimed was a 4G phone. However, after researching the phone, and talking directly to the manufacturer , it was dertermined that this phone is NOT 4G. I took the phone back and was refunded the cost of the phone but they have refused to refund the rest of my money; which is a total of $73.97. I have spoken to a representative from their company by the name of [redacted]. She has called me and told me she would address these issues but has done NOTHING as of yet. They have still not even yet cancelled my account even though the phone was returned 4 days after I got it, as instructed by the Attorney Generals office. Plus this company is continuing to sell these phones to their consumers as a 4G phone when it isn't. I believe they are defrauding their customers and I have also filed a complaint with the Attorney General's office.I have all the documentation to prove that this phone, and probably others they are selling as 4G, is NOT 4G as they claim.Desired Settlement: I want the balance of my money returned, $73.97, and I want this company to quit advertising, and selling this phone, and any others they are claiming to be 4G, to their consumers if they are not in fact 4G capable

Business

Response:

July 30, 2014

Review: On 7/12/2014, I had a [redacted] broadband device reactivated and paid for a months worth of service at [redacted] ###-###-####. The total cost was $80.00 ($15.00 activation fee, $65.00 for 8GB of high speed internet. I tried to use the device when I got home and it wouldn't work. I called [redacted] and spoke with the manager who directed me to 1-800-CRICKET. They ran me through troubleshooting but could not get the device to work. I than called the Cricket store on Noland Road on Independence and spoke with their manager. He told me that the device should not of been activated because they are obsolete. I have tried numerous times with different managers to resolve this problem to no avail. I believe I am owed a refund since no service was provided me. They say their policy states no refunds on cellular services but they have failed to provide me with the service promised.Desired Settlement: Complete refund of activation and monthly service charge of $80.00.

Business

Response:

August

20, 2014

Revdex.com

Review: Buy took out 157.60 out of my bank after it has been paid.Desired Settlement: Refund

Business

Response:

August

22, 2014.

Revdex.com

Review: My phone was defective so I initiated a warranty exchange with Cricket's Call Center/Warranty Department out of [redacted] PLAINFIELD, IN 46168; phone: ###-###-####. I chose to do an advanced exchange which is when Cricket charges a deposit to my credit card for the value of the replacement device and sends me a new phone which after I receive it, I pack up and send back my old defective device with a prepaid return shipping label to: Returns Center [redacted] Plainfield, IN 46168. This process was completed and as of Wednesday July 23, 2014 as per online confirmation by tracking number Cricket has received my old defective device. Over the phone when I initiated this exchange a customer service representative advised me it would only take 7 to 10 business days for me to receive a refund of my deposit charged to my credit card, and even in a letter I received from the warranty department I was advised I would receive this credit within 10 business days. To date it has been 15 business days and I still have not received my refund. I have called everyday since the 10 business days has expired, starting on Thursday 8/7/14 and each time I speak with a customer service representative they have told me that an "escalation" request has been sent to the credit department and I should have my refund by the next business day, which has not occurred yet, and I'm never able to speak with a supervisor or the credit department. The amount owed is $369.99.Desired Settlement: The deposit charged to my credit card is to be refunded in full.

Business

Response:

August

28, 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].

In his complaint, Mr. [redacted] states that he filed a warranty exchange

claim for his defective phone. Mr. [redacted] chose the advanced exchange

option witch a deposit is charged for the value of the replacement phone to his

credit card and when he receives it, he returns the defective one. According to

his complaint, the process was completed on July 23, 2014. Mr. [redacted]

states that he was told by a customer service representative that it takes 7 to

10 business days for the funds to be credited back to his credit card. Mr. [redacted]

has contacted customer service several times and was told that the issue had

been escalated, but no credit has been issued. Mr. [redacted] is requesting

the funds in the amount of $369.99 to be credited back onto his card.

We

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

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

high standard is not met.

The warranty provider that Cricket uses is a

separate company not owned nor operated by Cricket. We do not show any records

that Mr. [redacted] contacted our Cricket customer service department in

regards to the $369.99 credit, so we assume that Mr. [redacted] contacted IMM,

our warranty provider. We apologize for the issue Mr. [redacted] is

experiencing with IMM. Regrettably, all warranty exchange issues must be addressed

with IMM. We advise Mr. [redacted] to contact IMM’s customer service

department at ###-###-#### for further assistance.

We

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

properly addresses his 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.

In the message from the business they state they have no records of me contacting the Cricket Customer Service regarding my refund, this is false. On at least one occasion I did contact Cricket Customer Service regarding my warranty exchange, AND the refund processing and was instructed to contact their warranty department.

Review: I purchased the Samsung S4 because I had accidentally dropped my Samsung S3. I did not have insurance so I went to a Cricket store located on Route 14 in Crystal Lake, IL. I had been in there before so I recognized the first person I talked to. I had known that Cricket would be updating their current networks so I was skeptical on purchasing one of their less expensive phones since I knew they would not be compatible. I was speaking with both of the representatives and had specifically asked them if the Samsung S4 would be compatible with the new network. They were both happy that I asked and reassured me several times that the phone would work. So, I made the purchase. To my knowledge, a few days later, I found out that the $500 dollar phone I just purchased, would in fact, not work. I would have to purchase a new phone within a few months. I immediately contacted the store in Crystal Lake and demanded to speak with a manager. A few days later, he finally contacts me only to say that it was passed their return policy for a refund (7 days). It was the 8th day when I spoke with the manager. I then had asked if he could relay my information to the district manager since I have been a customer with Cricket for almost 10 years. He said he would pass my information along. I never received a call from the district manager. To me, this was all a result of a deceptive sale.I then proceeded to contact corporate. I was told several things that weren't true and then eventually talked to a man named [redacted] who claimed to be the head of customer service. He told me that there was nothing he could do since the stores are independently owned. As a result of all of this, I am now paying for a phone that will not work within a few months on the network that I have been a customer with for almost a decade. I was lied to, deceived and completely disappointed that this happened since I have never complained about Cricket Wireless before.Desired Settlement: I would either like a complete refund for the phone that I purchased under a lie that was told just to make a sale for the store or a replacement phone of the same value that will work on the new network.

Business

Response:

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]. In her complaint, Ms. [redacted] stated that she

broke her previous phone. Ms. [redacted]

went to the store, and she purchased a new phone Samsung S4. Ms. [redacted] stated she was told by a couple of

representatives at the store that she would be able to use the phone with the

new GSM network. When she went home and found

out days later that this phone won’t work after the transition she wanted a

refund.

We

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

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

high standard is not met.

We will be upgrading our CDMA network to a 4G

LTE GSM network and expect to stop offering CDMA wireless service in most areas

as early as March 2015. Ms. [redacted]’s CDMA device and phone plan will remain the

same until these changes are completed in 2015.

We are unable to provide a phone that is

compatible with Cricket’s new GSM network. There will be ongoing promotions,

incentives and phone trade-in options for Ms. [redacted] if she chooses to activate

service on Cricket’s new network. We are

not able to provide equipment refund.

We

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

addresses his 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.

I am going to file complaints until I get my money back because what Cricket has done to not only me but thousands of others is absolutely unacceptable. I purchased my phone in May with not only the intention of using it for several years but with the supposed knowledge from their sales representatives that this phone will continue to work on their new network. After getting very unprofessional conduct from their employees, not only was I lied to intentionally but completely ignored. I WANT A REFUND!!!! I do not want this phone. I want the store closed down on Route 14 in Crystal Lake, Illinois. The owner should be ashamed of himself for allowing his employees to blatantly lie to customers just so they can get the sale. A week later, the whole store is changed to reflect the changes within Cricket. This is WRONG! I have been a customer for almost 10 years and do not deserve to be treated like this. The manager purposely called me back after the return date to only tell me that I can't return the phone!! What is wrong with that picture? And to tell me that the district manager will call and never get a call is completely beyond me. Where is the customer service or the customer is always right motto? I deserve a refund or at least a phone of equal value because I was lied to and deserve my money back.

I want a refund or a phone of equal value!!!!

Review: I ordered a phone via Crickets website on the 10th of August. The shipping label was created the following day and scheduled for delivery on the 13th. It is now the 20 and after repeated phone calls and online chats I still have not received the merchandise I paid for or any date on which I will receive it. I have been repeatedly told to contact UPS and they have turned me back to Cricket as they never received the phone to be delivered. At the end of the week I was told it was a technical issue with porting my phone number from Legacy Cricket (as I have been a client for 5 years or so) to the New Cricket. I was just told today (8/20), after finally getting them to create a ticket on Monday, that my ticket has been upgraded but still with no end in sight. All this happening while I have no phone, and have lost the money I have spent on my billing as well as purchasing a new phone.Desired Settlement: I would also like to see my plan compensated for being run through the circles, both waiting my time and money. A phone upgrade would be ideal, while a bare minimum would be to cover the plan time lost do to their dropping the ball and not being able to assist me after persistant inquiries into the matter.

Business

Response:

August 29, 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] in regards to his experience with the migration process. In his complaint, Mr. [redacted] states that he never received the device he ordered online and that his migration to the new Cricket failed, leaving him without a functioning phone. Mr. [redacted] would like to be reimbursed for his inconvenience and time without service.

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

After reviewing Mr. [redacted] claims, we have verified the phone ordered on August 10, 2014, was rejected at the point of delivery. This rejection of delivery resulted in Mr. [redacted]’s tentative Cricket account to be cancelled and a refund being issued for the payment of $157.46 on August 21, 2014.

We have verified Mr. [redacted]’s CDMA account is still active and have opened [redacted], so that he can be contacted to complete troubleshooting for his device issues. In addition, we have provided an adjustment on Mr. [redacted]’s account in the amount of $51.50 for the inconvenience he has experienced in migrating to the new Cricket.

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

Regards,

Corporate Customer Relations

Greenwood Village, CO 80111

Review: Hello I went into cricket to buy a good phone and I came out buying a lemon I can't even talk on the phone because it has to many dropped calls and the ear phone jack will not let me talk on the phone I tryed working it out but they are say I will lose all my money basically if I return. The phone I am on disability and need my phone for medical reason I just want to have a phone that works properly the internet is the worst thing ever I can't get through to nothing not even to see if my medication and doctor documents on email are thereDesired Settlement: I would like my refund of 125.85 because this phone is not all it craked up

Business

Response:

September,

17, 2014

Revdex.com

Review: I signed up for unlimited talk,text, and internet. Now the broadband is separated and I now have limited full speed internet. The connection is slow that I now lose connection. For an increase in the monthly rate, I can have the speed increase. I talked with **(([redacted]) who explained the current rate policy and the increase in cost since I am a "Legacy" consumer. A was placed on hold for at least 3 times if not more to hold for a manager; no manager was available. Then I lost the connection (hung up on) after I asked How much data would I get for $10? I just want my connect speed to increase so I can access the internet. I am 66 yrs old and this change is creating a hardship and frustration. Since I paid, I can't afford to change providers. This is about ###-###-#### broadband.Desired Settlement: I would like unlimited internet at full speed. Without an increase in price since that is the plan I was on until the cell and broadband was separated without any notice. I would like a written summary of the new broardband sent to my address. If I qualify for a senior citizen discount, I would like to apply for the discount cell and broadband.

Business

Response:

October

7, 2014

Revdex.com

Review: Phone failed to work within first week. Touch screen buttons do not work, can not send or receive calls because of faulty touch screen. when we immediately went back to store with in week the employee said turn it sideways and some letters work then turn in upwards again and some of the other letters work. His solution! Now none of the screens work. Not one thing on this phone is working and crickets solution is for me to spend more money (already $200 into the phone) and send it to them so in 7-10 business days if they decide I didn"t break or drop phone in water they may send me a new one after putting a 79.99 hold on my credit card and $30.00 for shipping.Not to mention all of the other issues we have had in the one month that we have had this phone. No one at cricket has presented me with a workable solution other than give them more money!Desired Settlement: I would like a replacement phone sent to me and then I will return their useless one. If that is not possible I would like the money refunded to me that I purchased it for. 121.55 less the $40.00 monthly service fee.

Business

Response:

October

7, 2014

Revdex.com

Review: I purchased a smart phone through Cricket on line. The phone came on Sept. 11. My son came over and activated it on the 13th. On the 18th I realized the phone was defective. I could hear my son talking but he could not hear me. Prior to that I was mostly using texting. I took to nearby Cricket store and was told it had defective microphone. The store owner said he could not help me due to the fact I did not purchase the phone through him. He told me to call ###-###-####. I had to borrow my neighbors phone as I do not have a land line. I was on the phone for approximately 2 hrs not being able to resolve my issue. Finally I was told that I had to file a buyers remorse claim. Unaware of what that was, I said I just want my money back for the phone and I will purchase another tomorrow. They said someone would contact me within 48 hrs. I said please contact by email because the microphone is broken and you will not hear me. I called back 8 days later to say no one contacted me. They said the resolution was made and closed. I could barely understand the woman on the phone. She had a heavy accent and the phone was cutting out. I asked her to send the resolution to me via email and she said that is not policy that she would send it through text. She did not send it yet. She said because I did not send it back within 7 days that I would not get a refund. She said something about my warranty and perhaps getting it fixed. I said I bought a new phone and I am now a Sprint customer. I just wanted to get a return invoice, send this phone back to the wireless company and get a refund.Desired Settlement: I would like to have my resolution texted or emailed to me. I was having difficulty understanding the person on the line due to heavy accent. I was told they could not email to me the resolution but she would text it. I have not received and I do not understand how the decision was resolved. Am I getting a refund? Do you want this defective phone sent back to you? How can you hold me to a 7 day return policy when the phone is defective. I would like a refund for the phone.

Business

Response:

October

13, 2014

Revdex.com

Review: Saturday, June 13,2014 we purchased an LGTRUE Samsung cell phone for $29 plus tax. Wireless Choices,a business representing Cricket. 1[redacted], Oh 45011. We set up voicemail and all was fine. I bought myself a phone the same day that's working fine. The receipt clearly states I can get it refunded within 7 days. We couldn't get the voicemail to respond to any numerical selections like pin number or choose 2 if you want this dept 3 if you want that one etc... once the call is connected it simply won't recognize selections. We called the customer service line the same day of purchase. They reset password but problem continued. We brought the phone to the store to exchange it. Customer service said it should be exchanged, warantee dept agreed. Customer service spoke with store employee as well. Even though it was exactly one week 7 day of purchase, the store employee says it was the 8th, as the date of purchase-day one, Sunday-day two, Wednesday-day three and so forth, Saturday being the 8th even though it was purchased the previous Saturday one week, 7 days exact! The receipt didn't specify one week being 8 days by their policy. It simply stated return within 7 days for refund. I have made complaints to the corporate office in California to no availe. Corporate cannot dictate to their local companies how to define a 7 day period, nor are they willing to compensate the loss we've experienced. We're stuck with a defective phone that all agree is defective. We had it in the 7th day to exchange it. They refused to honor their policy printed on the receipt.Desired Settlement: I'm going to go with another provider at this point as I have no faith Cricket will honor any policy at this point. I want a refund for the phone $29.99 plus tax.

Business

Response:

October

6, 2014

Revdex.com

Review: I bought my Samsung S3 one year ago from a cricket store and paid $600.00 for it. It was working very well until one month ago. Since last month, the network has been very weak. I couldn't use google map, or internet explorer at all, and while I was talking, my call was getting disconnected due to "No Network Connection". So I went to the cricket store, and when I told them about my problem, they said cricket is changing its network system and no longer support old! systems, and my phone has an old system! and if I want my problem to be solved I should trade my phone with them. So the way that it works is that I choose a new phone with new system, and they give me discount of $115, because my phone is like new. Their new phone though is $450, so I should pay $300 to have my problem solved! But it is not actually my problem. I had no plan to change my phone because it was working well, and it is new. Why should I pay for their upgrading their system? It is wrong, and not acceptable at all. Please, Please, Please solve this issue for me. Thank you very much.Desired Settlement: I want them to replace my cellphone with a new Samsung , the same as mine or higher model, that has a new system on it, without any charge for me.

Business

Response:

November 11, 2014

Review: Decided to sign up for Cricket's 5 for $100 plan. First line was set up in a store on 2014-10-11. Nothing but a variety of problems since. Advertising plainly states 5 lines for $100 [redacted], even stating "where what we say is what you pay, like 5 lines for one hundred bucks a month" in a commercial. When setting up the 2nd line on their website, we were charged $40.80 ($40 Basic plan, $9.99 SIM, $0.81 tax, -$10 for Group Save Discount). When trying to activate the SIM, a message showed we had to pay a $10 balance before it could be activated. Cricket chat support cleared this up and got the 2nd line working with no extra payment. We then ordered our 3rd line at a charge of $30.80 ($40 Basic, $9.99 SIM, $0.81 tax, -$20 for Group Save Discount). Website showed we needed to pay a $20 balance before we could activate. Chat support was less helpful this time, refusing to activate unless $20 was paid and saying that all lines were full price the first month. I countered that the promo is 5 for $100, not 5 for $200 and then $100. I also mentioned that we paid what their website charged. Finally reached a supervisor the next day (2014-10-11) who credited $90 for the cost difference of the additional 3 lines. Activated the 3rd line and ordered/ported the 4th. Got an email on 2014-10-13 saying the number port failed and order was cancelled. Called Cricket and old carrier and found out that some of the porting info was wrong. Tried again on Cricket's site to be told that the number was already being ported. Went to old carrier's site to purchase another month (service ending 2014-10-15), but it said number deactivated. My phone number had somehow ported to Cricket with no SIM being activated. Cricket support proved worthless again, unable to send a SIM to activate. I can't use my phone number and have no service. I have transcripts of all chats, recordings of all calls, and screenshots of all relevant cricketwireless.com pages.Desired Settlement: 1: My porting issue resolved immediately. This requires a micro SIM that can be activated with my number that has already been ported. 2: One month credited for each hour spent on the phone/on hold with Cricket to fix their problems. Records show that current call time is roughly 6 hours. 3: A formal apology from all Cricket executives posted prominently on the main page of Cricket's website.

Business

Response:

October 30, 2014