Cricket Wireless Reviews (1467)
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Description: Cellular Telephone Service & Supplies, Cell Phone & Tablet Equipment, Supplies & Repair
Address: 1511 Goff Blvd SW, Albuquerque, New Mexico, United States, 87105
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I recently switched to Cricket wireless from *** I wasn't made aware of any new promotions coming up at the time of the switch. I saw an ad a few nights ago stating that if you switched from another carrier, you would receive a $10 credit per month. I contacted Cricket customer service right away. They told me they couldn't honor the promotion. I asked for them to ask to a supervisor, and they told me that corporate office would contact me within a few hours. I never received a phone call. Clearly they just told me anything to get me off the phone in hopes I would forget. I did not forget. I will not be recommending Cricket to anyone unless it is resolved.
Product_Or_Service: Apple //
Account_Number: XXX-XXX-XXXX
Other (requires explanation) I would like the promotion honored as advertised. I only switched to Cricket less than 2 weeks ago. If they do not honor it, I will seek other wireless service and ensure anyone I know does not use Cricket wireless or AT&T.
March 1, 2018
Revdex.com
Online Complaint
Re: ***
Revdex.com Complaint ID: XXXXXXXX
XXX XXX-XXXX
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by ***. Mr. states that during his initial purchase, on February 1, 2018 - at an Authorized Retail location, he was not made aware of any promotional prices. Mr. is requesting that the current promotion of unlimited data for $40 a month for 1 year when you switch to Cricket be added to his account. Mr. feels that Cricket did not honor their advertised promotion and should include him in the promotion since it was offered within the same payment billing cycle. Mr. wants the $10 credit to be applied to his account on a monthly basis.
On February 28, 2018 Cricket manager Damaris spoke with Mr. and explained that promotions are subject to eligibility. Mr. unfortunately does not qualify for the promotion which started on February 15, 2018. We do not offer any type of flexibility on such promotions. We have made a special offer to Mr. and he declined such offer. A copy of this response along with the offer details were e-mailed to him just in case he changes his mind.
We thank Mr. for his communication and trust that this explanation properly addresses and closes his complaint.
Regards,
Cricket Wireless
Customer Corporate Relations
575 Morosgo Dr. NE
Atlanta, GA XXXXX
Went to a Cricket Store in Amsterdam, NY to switch over to Cricket from Verizon Wireless. My husband recently made the switch and said he had great service with Cricket so I figured I would try it out. I went to the store and purchased a Samsung Halo Galaxy phone and was added to my husbands plan. We are on a 3 line plan for $90. After I brought the phone home I instantly started having problems with the service of the phone. The service started cutting out completely to where I couldn't receive any phone calls or text messages for long periods of time. I tried restarting and resetting the phone but it didn't resolve the problem. So I brought the phone back to the cricket store I purchased it from and told the Assistant Manager what the problem with the phone was and she told me I either needed a new SIM card or a new phone. She stated I should try the new SIM card and then if the problem persisted that I should come back to the store and they would replace the phone or refund my money, depending on what I wanted to do. I told her I live over an hour away and driving back that day wasn't an option. She told me I could come back another day, at this point I asked her what happens if I don't make it back within the 7 days that they give you to return their products, and she stated that she would let me make a return after the 7 days because I came in within the 7 days initially. SO, I went in today which is ONE day after their 7 day return policy and was told that they wouldn't take the phone back nor would they refund any of my money. I was told that the Assistant Manager that helped me a few days prior, no longer works there and that no one would honor what she told me. The gentlemen that helped me today reached out to the District Manager who said I could trade in my brand new phone for $50, but that that was my only option because it was outside of there 7 day policy and no one would honor what the assistant manager told me.
Product_Or_Service: Samsung /Halo/55 unl
Account_Number: XXX-XXX-XXXX
Other (requires explanation) I would like a full refund of my purchase price of $134.18.
February 28, 2018
Revdex.com
Online Complaint
Complaint No:
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by ***. In this complaint, Ms. states the device she purchased from a Cricket Wireless Authorized Retailer location started to malfunction. She states after returning to the location she purchased the device, she was told that she could return the device for a refund if the SIM replacement she was given did not resolve her issue. Ms. states she advised the advocate she lives over an hour away and driving back that day wasn't an option. She was advised that she could come back another day, and she stated could make a return after the 7 days because she came in within the 7 days initially. Ms. states she went in after the seven days since her issue persisted and they are not honoring the option to refund the device since it is after the 7-day return/exchange policy.
We contacted the local management team that is over the location that Ms. visited, and they agreed to contact her for a resolution. After Ms. was contacted she stated her phone now works and she is satisfied. She was still not happy with what she went through. The store has enforced the 7-day rule for returns with the staff. We contacted Ms. as well and she advised us that the issue is resolved, and she is satisfied with the resolution.
We value Ms. feedback and apologize 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. We thank Ms. for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
575 Morosgo Dr., NE
Atlanta, GA 30324
/SG
(The consumer indicated he/she ACCEPTED the response from the business.)
I was contacted by cricket and I told them my phone is now working better and I no longer wanted a complete refund. I was issued a credit towards my next bill considering in total I drove OVER 200 miles trying to get the problem resolved.
I purchased an Applauz headphone at the Cricket location on 2/2/18. I was told to return with any questions.I couldn't make sense of the headphones, so I went back to the store during my next trip, 2/21. I am disabled and can't get around without help.
When I asked how the headphones worked, I was told by *** who sold me the product and told me to return with questions, that he had no idea who to work the headphones. Apparently, he lied when he said to return with questions.
I called Cricket's 800 number. I was told by someone named *** that my account would reflect a permitted return. When I called *** back, I was told the store was a franchise and not under the jurisdiction of Cricket.
I called the 800 number back, only to be told by a *** that there was nothing they could do. I reminder her that I was lied to initially. She told me at that point that the call was being recorded. I said, great, let's get the recorded phone call with *** that states that my account was updated for a refund. *** said that would not be possible. She didn't explain why it wouldn't be possible.
I was lied to by the Cricket store; then I was lied to by the 800 number when I was told that problem would be taken care of.
Product_Or_Service: Applauz headphones
Order_Number: CABTQAXXXXXX
Account_Number: no contract
Refund I would like a refund. I have been lied to by Cricket several times.
March 19, 2018
Revdex.com
Online Complaint
Re: ***
Revdex.com Complaint ID: XXXXXXXX
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by ***. In the complaint, Ms. feels she was treated rudely by both the Cricket Wireless Telephone Representatives and the Agent at the Authorized Retail location. Ms. was requesting information pertaining to the functionality of her purchased headphones and states she felt disregarded and was refused assistance.
Upon receipt of the complaint, *** Cricket Wireless management, is in the process of reviewing Ms. telephone and in-store interactions for areas that may need improvement and have reached out to our representatives and field management for further training and improvements. We have also asked that our local Cricket Authorized Retailer assist Ms. with an overview of the product she purchased.
We thank Ms. for her communication and trust that this explanation properly addresses her concern. If Ms. requires additional assistance or has any additional questions, she may contact ***
Regards,
Cricket Wireless
Customer Corporate Relations
575 Morosgo Dr. NE
Atlanta, GA XXXXX
I was charged twice by this company.on February 19th at 11:57 am and 12:01pm The bank approved the payments of $97.00 dollars. There were 5 total charges only 2 were approved the other 3 were denied. I contact them becuse my son has asthma and needs to be in contact in case he has an attack. Also because I have diabetes. they say it was a bank issue. I believe them, than later I went to my bank to solve the matter and realize they were right. Cricket wireless did charge me twice and it was approve. I call again and spoke with a suppostly manager name *** he told me to pay $40 dollars he will wave the fees and extend the payment for 7 days until the refund me the $194.00. I agree to it. He ask me if I was gonna pay cash or card I say cash because I didnt had any money left since all this happend. I was at a cricket wireless location in yuba city the representative *** at the store was my witness and was the person the help me call. He even spoke with the manager. The manager there say let me on the line until I see the payment post. I did and later he say something happen the I was only gonna have service for 24 hours because there was something wrong with the system. The he pas the phone to a lady name Erin the comunnicaton manager or account manager. She say the I had to pay the remaining balance in order for me to have service. I explain to her the previous manager had promised to extend my services for 7 days until they refund me. She didnt listen, and kept saying the samething. She only agree to wave $10dollars even do she say I wasnt gonna have the extension the manager promise I have to pay now a remaining balance of $37 plus a$3dollar fee. Nothing was solve I have Negative $84 dollars on my bank account. If they cricket doesnt refund me my funds within 3 days I would also get a $35dollar over draft. I just want them to refund me $316.00 wich includes the negative fee at my bank and all the I pay. For all the stress is should be fair also they need to honor their word next time
Product_Or_Service: LG //Two lines for $80
Account_Number: XXX-XXX-XXXX
Other (requires explanation) Refund for my negative balance they cause at my bank $84 for the $194 for what they charge and the 3 dollar fee the i pay and the $35 dollar fee from my bank. It does not include my stress and time. A total of$316
February 28, 2018
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: Mr. ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by Ms. *** regarding Cricket Wireless. In this complaint, Ms. states she was charged 2 times via her credit card by Cricket Wireless. She states that this has caused her bank account to become overdrawn. She is asking for a refund of the 2 payments as well as $35.00 for overdraft fees.
We contacted Ms. and asked for documentation showing that the funds were indeed deducted from her account. She sent us a statement that shows the amount was approved but never sent us a statement showing the amount actually being deducted from her account.
We researched her account and found that there were only 3 payments made to her account, and they were all made with cash. We also contacted our Treasury department to see if a different account could have been charged in error, with her credit card, and we were still not able to locate any payments that posted to Cricket Wireless with the credit card information she provided us. We advised her that she may need to contact her bank to see if that amount was actually deducted from her account and she became angry and said she would file a lawsuit if we don't provide her a credit. I again apologized and advised we cannot issue a credit for a payment we did not receive.
We are sorry we were unable to meet Ms. request, and trust that this explanation properly addresses her complaint.
Regards,
Cricket Wireless
Customer Corporate Relations
575 Morosgo Dr. NE
Atlanta, GA XXXXX
I went into the Cricket Store located at *** Broadway Ave Cleveland Ohio XXXXX on February 8th 2018, only to purchase a phone headset for my cell phone. Approximately 2 days later the headset was not working therefore I went to the store on February 15th 2018 to make a return on the item. The young lady that was working in the store then called her manager to inform him that I was there to make a return and what should she do. He relayed the message to her that the store does not do any returns or exchanges and I needed to contact the company's 1800#. Upon doing so which I did while in the store, they said the store should be able to resolve the issue while In the store. I asked what am I suppose to do with a product that they sold to a consumer that does not work properly. I asked the store clerk to contact the store manager again just to be certain if he could make some accommodation for me because the product they sold did not work. He began to rudely over talk my questions and kept saying sweetheart I understand your frustration when I felt in actuality he did not. I asked for the district manager contact they said no. As a consumer I felt very violated.
Account_Number: XXX-XXX-XXXX
Other (requires explanation) I just would like my $21.59 back to me. I work hard for every dollar I earn, not to just give it away.
February 22, 2018
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by ***. In this complaint, Ms. states she purchased headphones and two days later the they started malfunctioning. Ms. states she returned to the store she purchased the accessory from and, was advised that the store does not do any returns or exchanges and she would have to contact Customer Care for assistance in this matter.
After reaching out to local management. they have agreed to exchange the device. Ms. has been contacted and will return to the store to receive her replacement headphones. Ms. is satisfied with the resolution.
We value Ms. feedback and apologize 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. We thank Ms. for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
575 Morosgo Dr., NE
Atlanta, GA 30324
/SG
I went into a cricket store after being told on the phone that my son's phone had been cancelled and I would have to start over with his service. I go into store # 70067106 where I meet a eager customer service rep named Fontaine. We set off to start the process of re-activating my son's phone. I purchase the sim card, insurance, first months bill, activation fee and a case for his phone. Total purchase $96.38. Well after all was said and done the $96.38 purchase had mysteriously disappeared. There was no receipt because the printer wouldn't print one, never received a email confirmation and my son's phone was not activated. Did I also mention that I had also paid the second month of service for my son's phone. That was the only payment that was showing on his account. After getting hung up on and being on hold for what seemed like hours on the phone with cricket no one seemed to be able to help. Fontaine's boss Joe also made phone calls. Customer service thru the cricket phone number said that if I paid an additional $8 his phone would work ($37 credit on the account/$45 needed to activate). We're talking about almost $150 already paid. I didn't really want to hear about an additional $8. I grew extremely impatient and aggravated. When I tell you that the reps at this cricket store went above and beyond for me, they really did. They tried to get a credit for the $8 from cricket with no avail. They were willing to pay the $8 out of there own pocket. The store closed at 8:00pm and they were with me till almost 9:00pm trying to figure all this out. Everyday I would go to the store and everyday they were trying something new to figure this out. On the phone with corporate, emailing on my behalf. They did not quit until the problem was fixed and it did get fixed. The diligence of these workers to resolve my issue was amazing. They were in constant contact with me and did not quit. I was almost ready to go to another carrier but after all the great things they did for me, I am a cricket customer for life.
On 1/25/2018, I went to Cricket Wireless in Panorama Mall. I had my 2G Nokia 105 in hand to get Cricket Wireless "Unlimited Talking and Texting" service installed on.As I approached Cricket table, I was met by *** Immediately, I asked, "I would like to get your $25 Talking and Texting only" service added on my phone," and I handed her my 2G Nokia phone. Without question, *** took my phone, and responded, "Yes, I can do that for you." She started pushing buttons on her register, and said, "That will be $25 Start-Up fee, and $25 for your 1st month's service ... totaling $50." I gave her my credit card ending in *** and she charged $50 on it (approval code XXXXXX). Then a receipt printed out, and she gave me back the phone.Before I left, I tried calling, but got a "dead-click sound." I gave it back to *** who checked her records - gave the phone back to me, and said, "Everything is correct. I don't know why it won't call out. It may be locked."Long story short, from my Ebay seller, I found out Cricket Wireless no longer has "2G" service. 2G service is the only service that works on my phone.I went back to Cricket Wireless ... and explained this to *** She would not refund my money. I ended up speaking with the manager, *** ... and explained my situation to him also. He would not refund my money either ... and he fully understood that Cricket Wireless does not have 2G cell cell phone service.
Product_Or_Service: Nokia /105 TA-1037/25HDVOICE
Account_Number: XXX-XXX-XXXX
Other (requires explanation) I only want my $50 refunded to me.
February 26, 2018
Revdex.com
Online Complaint
Re: ***
Complaint ID: XXXXXXXX
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by Mr. ***. In the complaint, Mr. explains that he paid for service and because his device was a 2G device he was unable to use the service. Mr. is requesting that Cricket Wireless make an exception and refund the $50 he initially invested.
Cricket Wireless Corporate Manager, *** reviewed Mr. complaint. His invoice shows that Mr. paid $25.00 for service and $22.83 for an accessory.
Per our Terms & Conditions, 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. Additional information can be found online at www.cricketwireless.com/terms. Our service payments, device and accessory refund policies can also be found online at: https://www.cricketwireless.com/support/orders-and-activations/returns-and-exchanges/customer/returns-and-exchanges.html and at www.cricketwireless.com/terms.
We spoke with Mr. on February 23, 2018 to discuss his complaint further. Cricket Wireless and Mr. have come to an agreement and Mr. is pleased with the outcome.
We thank Mr. for his communication and consider this complaint resolved.
Regards,
Cricket Wireless
Customer Corporate Relations
575 Morosgo Dr. NE
Atlanta, GA 30324
(The consumer indicated he/she ACCEPTED the response from the business.)
Cricket called me 2 days after I filed this complaint. *** charged me $50 for the start of this service, and that is what I requested to have refunded. It was explained to me that because the Cricket Kiosk I purchased this service from, was "not actually" a store, I could not get a refund of my $23.83, but they were willing to refund me for the 1st month's service of $25. I asked the manager of the Cricket Kiosk, *** if he could at least refund me half of the entire charge ($50), and he said, "I can not." It is funny that when I complain to the Revdex.com, then Cricket is willing to negotiate. If Cricket can not supply me with the cell phone service I requested, I would think they would be willing to refund me 100% of what I was initially charged. So, in essence, they "stole" money from me, without me being aware of "what they would not refund." I have to go all this way - to find this out. Cricket is BAD CUSTOMER SERVICE. I will never do business with them again !
Refused to exchange my phone when I was within the time limits
So I took my phone in within the time limits to exchange it and they wouldn't exchange it saying that I had to follow some additional steps before it could be exchanged which put me past the time limit to exchange the phone on site. They acted like it wasn't going to be a problem going past the date (Since I was at the 7 day limit at the time) told me to do a factory reset and come back this week if it was still acting up. Well I went in today and they again refused to exchange it because I am now past the 7 day requirement
I want my phone exchanged for a new one like they said! I don't want to go through the customer service with Cricket and be without a phone for days because these guys wasted my time twice now.
February 26, 2018
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by Mr. *** regarding Cricket Wireless. In this complaint, Mr. states he purchased a phone from a Cricket Wireless Authorized Retailer location, and the phone stopped working. He states he went back to that particular location a few days later and advised them that his phone wasn't working. They did a factory reset and advised him that his device should work better. He took the device home and again it stopped working. He went back to that store and was told he was beyond the return policy date and couldn't return the device. He is asking that the device be returned and replaced with a device that works.
We apologize for any inconvenience or poor service Mr. felt he received. Cricket strives to provide excellent service and we regret when that high standard is not met.
We contacted the Territory Manager for that Cricket Wireless Authorized Retail location, and was assured that they would contact Mr. and take care of any issues he had at that store. On February 23, 2018, we were informed via e-mail that the Cricket Authorized Retailer and Mr. had reached an agreement.
We attempted to contact Mr., we wanted to make sure he was satisfied with the resolution he received, but we were unsuccessful in speaking with him. We left our contact information should he have any additional questions or concerns.
We thank Mr. for his communication and look forward to hearing from him should he decide to further addresses his concern.
Regards,
Cricket Wireless
Customer Corporate Relations
575 Morosgo Dr. NE
Atlanta, GA XXXXX
I have been paying 70 dollars a month on autopay for over 3 years. Last year cricket changed their contract to 55 a month and did not notify me. They have been overcharging my account for over a year. I called for them to prorate my account to fix the overcharge and they refuse to do so.
Product_Or_Service: Apple /6s/Unlimited
Account_Number: XXX-XXX-XXXX
Other (requires explanation) Credit my account.
February 21, 2018
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by ***. Mr. states he has been paying $70 dollars for over 3 years. Cricket recently added new price plans and he states he was not notified. Mr. feels he has been overcharged due to the new price plans.
We contacted Mr. on 2/20/2018. Mr. feels he is due a refund for being overcharged while having Cricket Wireless is promotion newer, cheaper rate plans. As new price plans are created, as a company, Cricket Wireless heavily advertises and promotes on all platforms (commercial, in-store, social and online). For this reason, we do not contact customers directly when new plans are advertised. For customers who are on any of our grandfathered plans, we allow them to remain on those plans unless altered by the customer. Mr. also recently canceled his account. Per out Terms and Conditions, 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 will be forfeited. Mr. has been informed.
Cricket strives to provide excellent service and we regret when that high standard is not met. We value Mr. feedback and apologize for any inconvenience or poor service he felt he received.
Regards,
Cricket Wireless, Customer Support
575 Morosgo Dr., NE
Atlanta, GA 30324
/GH
Went to Sidney Ohio store January 15. Was told they were a good provider. Was at store almost 2 hours. Guy told me great coverage for Jackson Center Ohio area. Was offered a free phone, asked about a phone that may be a little better he suggested the x charge 49.00 said I should have a screen protector 25.00 and a case 25.00 to help protect phone. Was very nice and helped me set up phone. Three days later went back told him could not get service when in town, 2 blocks for 2 towers. Said emergency call only. Told him maybe a different phone. He said I would have to pay for phone and one similar not as good. Trying to get phone about same size what I had. Told him to put sim card in my old phone because knew it worked. Can't do that different sim card yet he wanted me to trade in old phone. Said he couldn't do anything about my situation. Also if I bought different phone would have to pay another activation fee since I was already a customer. I call 800 number twice. They said phone was showing working. Lucky if I had 1 bar depending where I stood. Suggest to take to different Cricket office. Went to store in Lima Ohio. They said bad sim card and the APN was not turned on. Should not have a problem. Made comment about cases no belt clip. Said yes we have them. Hoping phone was working now I made 2nd case purchase 25.00. Now almost 200.00. Came home no signal. Called 800 number again they said might be phone to send phone in and they would send a replacement. Told them I cannot be out of complete service, if the thing would work occasionally, I was on call with life alert for someone I take care of. Said I would have to pay a surcharge for sending me a new phone. Enough. Not forking out more money. Went to Sidney to Verizon to have service transfered back. Have 4 bars and no phone problem. The phone they sold me would work while I was in Lima. I figure it must be this area why it wouldn't work but was told several times would not have any problems.
Product_Or_Service: LG /x charge/Monthly
Account_Number:
Other (requires explanation) At least credit my credit card back for phone, screen protector, and 2 cases. Even if I could get a phone that would work, still out more money for screen protector and a case. Talked to some people in town and said they also had trouble with cricket service in our area. The plan was unlimited text and talk. But did not see that on drop down menu.
February 23, 2018
Revdex.com
Online Complaint
Re:***
Complaint ID: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by Ms.. In the complaint, Ms. details a negative experience at a Cricket Authorized Retailer. Ms. claims the Authorized Retailer provided her a damaged device along with misinformation, and then denied her a full refund of her accessories. Ms. wants a refund for the phone, screen protector and 2 cases.
On February 21, 2018 Cricket Corporate Manager, *** reached out to Ms. and to our local management team in order to properly investigate Ms. claim.
For valid warranty exchanges, the Returns Center will ship an identical or similar replacement model, which may be a new or reconditioned (like-new) device. Cricket does not repair defective devices. All warranty options are found online at ***
As per Cricket Wireless' Refund Policy, customers are allowed to receive a full refund of a cell phone purchase if the phone is returned within 7 days of purchase. Ms. device is ineligible for a refund. Additional information can be found online at www.cricketwireless.com/terms. After the 7 day time period, our devices carry a one-year manufacturer's warranty from the date of purchase.
All Cricket Wireless Authorized Retailer employees are trained to inform our customers of the Refund Policy at the time of purchase. Cricket's Refund Policy regarding service payments, devices and accessories is also posted in both English and Spanish in the store. For further convenience, the Device and accessory return policy is also printed on both the front and back of the sales receipt.
On February 23, 2018, we were informed via e-mail that the Cricket Authorized Retailer and Ms. have reached an agreement.
We thank Ms. for her communication and trust that this explanation properly addresses her complaint.
Regards,
Cricket Wireless
Customer Corporate Relations
(The consumer indicated he/she DID NOT accept the response from the business.)
Answered No due to what was done. Business did refund me price of phone and both phone cases. Talked to *** and *** and came to an agreement for the refund. They were very nice about my experience and was willing to make it right as much as they could. Thank you for your help in this matter and hope they can figure out why I had this issue so it doesn't happen to someone else. Employee should state no refunds on accessories before purchase, and I did return phone 3 days after purchase and could not get a refund. We rely on the employee for assistance. Does each customer stand in a store and read every sign posted.Case has been resolved.
Broken ZTE Grand X
I purchased a ZTE Grand X 4 in 7/2017, but have had nothing but trouble with it. It has the following problems:
- Constant beeping, intermittent, sometimes like a machine gun, and doesn't have anything to do with email, text, or other notifications.
- Most people on the other end of my calls have a very hard time hearing me. This isn't normal.
- Text Messages are delayed at least 30 mins., and many are 5 hours +. This occurs with both sent and received.
- Battery life is greatly reduced.
I called the Cricket Wireless 611, who couldn't help me and transferred me to a Rude guy in the New Jersey Warranty Department. Please look up my record as I would like to file a complaint with him. He hung up on him when I was trying to clarify what he was saying. They stated that I would have to drop off the phones at the store and be without them for a week, or I would have to pay for shipping and a deposit. While I don't mind putting down a refundable deposit, I shouldn't have to pay for shipping. Also, we conduct business over these phones and can't miss calls.
Can you please contact the warranty department and have them send out the phone? I have enclosed the Warranty Claim Receipts to help you in this endeavor. Thank you for your assistance!
Please replace the phone with a more reliable model and brand of phone. This brand isn't reliable.
February 22, 2018
Revdex.com
Online Complaint
Re: ***
Complaint ID: XXXXXXXX
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by ***. In the complaint, Mr. states that he purchased a ZTE Grand X 4 in July 2017, but had ongoing trouble with it. He contacted Cricket customer service and was advised that his phone's issues could not be resolved. He was transferred to the warranty department where he received rude service from the warranty agent and was hung up on. He is asking we send him a phone first before he sends us the defective device.
Cricket immediately contacted our Quality team so we could analyze Mr. interaction with our call center and warranty department. While our Quality team could not locate Mr. interaction with the warranty department, we were able to listen to his interaction with our customer service department, and our finding is that the customer service agent was not rude or abusive during that call on 2/9/2018.
Please note that Cricket offers a variety of warranty exchange options. For more details on this options visit: https://www.cricketwireless.com/support/orders -and-activations/warranty /customer /warranty.html.
We contacted Mr. and offered to help him with replacing his device. He agreed with our offer. We contacted our warranty team for assistance with the replacement. Mr. called us back and stated that he received the UPS tracking number for the replacement device. We advised that he will need to take the defective device and RA number XXXXXXXX to a UPS Store to return it. He was thankful with our quick response.
We thank Mr. for his communication and trust that this explanation properly addresses his complaint.
Regards,
Cricket Wireless
Customer Corporate Relations
575 Morosgo Dr. NE
Atlanta, GA XXXXX
POOR SERVICE AND NO SERVICE AT TIMES
I SWITCHED FROM *** BY PORTING IN MY NUMBERS TO CRICKET XXX-XXX-XXXX AND XXX-XXX-XXXX. MY MOMS LINE ENDING IN *** IS HAVING ISSUES WITH SIGNAL AT HER ADDRESS AT XXXXX *** XXXXX.I CALLED CRICKET SUPPORT AND WAS TOLD SHE IS TOO FAR FROM TOWERS AND THAT WAS THE PROBLEM I WAS TOLD VIA CRICKET CHAT BY A REP NAMED *** THAT THERE WAS A NEW TOWER INSTALLED CLOSER TO MY MOMS HOUSE AND IT WASNT ACTIVE YET AND HE WAS PUTTING IN REQUEST TO URGENTLY ACTIVATE THAT TOWER.I LATER FOUND OUT THE REP *** VIA ONLINE CHAT HAD LIED THAT THERE WAS NO NEW TOWER INSTALLED AND THAT TECH SUPPORT WOULD NOT ACCEPT A ESCALATION FOR THIS SERVICE ISSUE.I FEEL THIS IS POOR CUSTOMER SERVICE AND THESE LIES I WAS TOLD SHOULD BE INVESTGATED AND ACTION TAKEN.
Investigate lies the rep via chat told me and provide service credits to compensate and fix the tower issues near my moms house at XXXXX *** XXXXX
March 1, 2018
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by Mr.. Mr. states he has had poor service in his area. Mr. states he was told by Cricket care that towers were being constructed in his area and he later found out that this was false. For that reason, Mr. has ported out to a different carrier. He is requesting compensation for lack of service.
As an update, we attempted to contact to Mr., but we were unsuccessful. For that reason, we are unable to provide a resolution at this time. Should Mr. like to discuss this issue in further detail, please contact Gary directly at *** Our office hours are Monday-Friday, 9am-6pm EST.
Cricket strives to provide excellent service and we regret when that high standard is not met. We value Mr. feedback and apologize for any inconvenience or poor service he felt he received. We look forward to hearing from.
Regards,
Cricket Wireless, Customer Support
575 Morosgo Dr., NE
Atlanta, GA XXXXX
31 I went in cricket wireless store and brought 4 phone and I paid 253.09 and come to find out *** from the store ran my debit card twice for 253.09 I go to the gas station after leaving the cricket store to get some gas and come to find out *** at the cricket Wireless ran my debit card twice I confirmed by Calling my bank.I than go back to the cricket store to let him know he ran debit card twice *** than ask me after getting in touch with hes store manger *** she told he to call the customer service to get a refund return by to my card *** call the customer service and they said they didnt see no payment from a debit card they see a cash payment of 114.00 from my bill *** told them he ran a card *** the general manger and than gave me *** number I call her and she said she see what the problem was and she was talking to the credit card hold whom the cricket wireless store go though but again the Holder told *** they dont see the amount of 253.09 they only see 114.00 cash payment *** call me back and said they going to return my money back in 72 hours after 72 hours the money wasn't return My bank first *** bank in *** had a meeting with me *** jordan the general manger at cricket Wireless Jordan told Christy at first frame bank that theyvwas going to return the money back on my card in 7 to 10 business days so after the 10 business days my money still wasn't return so I reachout to *** and *** at the cricket wireless store and they told meto have my bank to report a fraud and I told the chrisrty at the bank and she tried to file and they reject me because im the one went into the cricket Wireless store and made the purchase so than *** at *** bank call and talk with an differe store manger also report that she was going to have the moneyreturn and it never happen the head people over the store said nothing they can do about it go to your bank have them to do fraud and to stop coming to them they not giving my money
Product_Or_Service: Other //family plan
Account_Number: XXX-XXX-XXXX
Other (requires explanation) Give me my money back and for them to pay back the fee of 500.16 for all my for everytime I ran my card to make my bank account go into negative and a year of free service and any accessories and for my stuffering and stress and the court cost and fines and fees from me missing court because I didnt have the gas money to get there witch where in
February 28, 2018
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by ***. Ms. was charged an $500.16 for a store purchase. The original total was $253.09 and Ms. states her card was processed twice and a refund has yet to be initiated. Ms. would like a refund for $253.09.
We contacted Ms. and she has explained what transpired in the store. This was a store error. We contacted local management and they have assured us that they would have this issue resolved as of 2/28/2018. Ms. will be updated once we hear back from local management. Ms. has my direct number should she have any questions in the interim. We will continue until a necessary resolution has been provided.
Cricket strives to provide excellent service and we regret when that high standard is not met. We value Ms. Trapp's feedback and apologize for any inconvenience or poor service she felt she received.
Regards,
Cricket Wireless, Customer Support
575 Morosgo Dr., NE
Atlanta, GA XXXXX
I have two ZTE Overture 3 cell phone that's not working by Cricket Wireless. The numbers are (XXX) XXX-XXXX and (XXX) XXX-XXXX.
Product_Or_Service: Other /ZTE Overture 3/2 GB
Account_Number: XXX-XXX-XXXX
Other (requires explanation) I want the cell phones replacement and I want them to give me a month free of services. I want both phones to work.
February 19, 2018
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by Ms. ***. In this complaint, Ms. states that she has been experiencing technical difficulties with 2 brand new ZTE Overture 3 devices she purchased. Ms. is requesting that her cell phones be replaced and a month of free service.
We originally received this complaint via the Office of the President on February 10, 2018 and expeditiously worked to find a resolution for Ms. device issues. Per case number XXXXXXXXXXXX, Ms. technical problems were resolved with the activation of the numbers with 2 replacement SIM cards. The network was reset with the installation of the SIM cards on February 15, 2018. On February 15th, 16th, and 17th, we unsuccessfully attempted to contact Ms.. Our network tests show she is actively using the device. On February 10, 2018 Cricket Escalations manager gave Ms. a $10 service credit.
We apologize to Ms. for any inconvenience she felt she received. Cricket strives to provide excellent service and we regret when that high standard is not met. We thank Ms. for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
575 Morosgo Dr., NE
Atlanta, GA XXXXX
On February 7th me and my fiancee walked into Cricket store on Florence and Compton Ave in Los Angeles California we walked in with two phones from another company the phones are a ZTE Android and iPhone 6s we specifically asked if we could transfer these two phones and will it work we were told yes by Carlos.Carlos is the manager for that location so it took about 2 hours at 1:10pm we were told before we left the store that the phone will be up and working within the next 2 hours reality he said 30 minutes but he said to play it safe and wait two hours. Now all we have been able to do is call/receive calls. WE HAVE BEEN to numerous stores and no one has been able to help us we have called the 1-800 number and we still can't get our phones to work at this point I would only be satisfied with my refund or phones that work so if that means they have to give me a phone of equal value that's acceptable other than that I just want my money back for the service that I paid for in the service and I'm not getting
Account_Number: XXX-XXX-XXXX
Other (requires explanation) Full refund or equal phones
February 20, 2018
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by Mr.. In this complaint, Mr. stated that a local Cricket Wireless Authorized Retail location provided him misinformation about BYOD (bring your own device) compatibility. He also states that his wife is unable to use her BYOD on Cricket's network. He requested either a new device or a refund.
In researching Mr. complaint and speaking with the Authorized Retail Store Manager, we have found that Mr. and Mrs. were informed that their devices were not unlocked to work on Cricket's network. Mr. and Mrs. went to their previous service provider to have both devices unlocked, and when they returned, only one of the devices was unlocked. The manager explained to Mr. and Mrs. that it will be in their best interest to purchase Cricket branded devices to ensure they will experience satisfactory service. On February 7, 2018, Mr. and Mrs. took advantage of the port-in promo and purchased two free Cricket branded devices.
We spoke with Mr. and Mrs. via telephone on February 19, 2018 to discuss their complaint. We have again explained that Cricket does not and cannot guarantee that a non-Cricket branded device will properly work on our network. We suggested to Mr. and Mrs. that they use the Cricket branded devices they had purchased, which they denied. We have also offered to waive the upgrade fee for Mrs. if she sought to upgrade to a higher end device, which she also denied.
Since Mr. and Mrs. has selected not to use the Cricket branded devices that they purchased, and they were provided with a receipt that explains all service payments are non-refundable or non-transferrable, we cannot approve their request for refund or a new device.
We thank Mr. and Mrs. for their communication and trust that this explanation properly addresses their concern.
Regards,
Cricket Wireless, Customer Support
575 Morosgo Dr., NE
Atlanta, GA XXXXX
I have been with this company since 2014. They have recieved a lot of money from me and my business. I have 37,987 reward points that I have built up over the years. I was recently sent an email to let me know that their reward program was coming to an end and that I needed to use my points before February 26, 2018. I attemped to go into the account and use them as per their request only to see my point go from 37,987 to 2,000 while I was logged in. I contacted thier reward dept. 3 weekends in a row, no result and finally tonight I received an email that said they had deemed matter resolved and stated that I was suppose to online and check my points within a certain time which I did or they wouldnt have sent me the email, notifing me of the program being discontinued. This has been a horrible experience. I am very dissapponted in a company that I thought was one of the best out there. I would not recommend this program to other person or another business. They have stolen points from a program that was one of the reasons I started service with this company. I am a business person and expect professional service.
Product_Or_Service: Motorola /Moto G/unlimited text and talk -3GB a mo
Account_Number: XXX-XXX-XXXX
Other (requires explanation) I want my 37,987 points returned to me for redemption as promised before the reward deadline redemption date OR 2 months of free service with this company.
February 16, 2018
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by ***. In this complaint, Ms. states that she did not receive her Cricket Rewards. She specifies that she wants her 37,987 reward points that she was promised.
On XX-XX-XXXX Cricket Corporate Escalations Manager, *** reached out to the Rewards program administrators to verify what happened to Ms. Ms. reward points. It was verified that the points had expired due to an inactivity of almost 7 months.
Cricket Rewards Points have no cash value and expire after 90 days of the Rewards account inactivity. We ask that Ms. see the printed Terms and Conditions found on our website at: https://www.cricketwireless.com/rewards.
As a customer courtesy, on 02/16/2018 the points were fully refunded and Ms. is at will to use them as per the Rewards' guidelines. Her request for two months of free service is declined.
We thank Ms. for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
575 Morosgo Dr., NE
Atlanta, GA XXXXX
(The consumer indicated he/she ACCEPTED the response from the business.)
On 12/27/2017, I order a cell phone from Cricket wireless on line. According to their website, the order should have shipped out for next day delivery. By 12/29, I did not receive the order. I then call by 12/30/2017 to cancel the order and refund my money through my bank account. Up to this point, I have not hear back from Cricket regarding my refund.
Account_Number: XXX-XXX-XXXX
Other (requires explanation) I want my account refunded through my bank account.
February 14, 2018
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by ***. In this complaint, Mr. states he did not receive a refund for an online order that he did not receive.
Mr. account was thoroughly reviewed. It was found that Mr. worked with a member of the Cricket Social Media team. A refund request was sent on 2-14-2018, and should be processed in 3-5 business days.
We value feedback and apologize 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 thank Mr. for his communication and trust that this explanation properly addresses his concern.
Regards,
Cricket Wireless, Customer Support
575 Morosgo Dr., NE
Atlanta, GA XXXXX
(The consumer indicated he/she ACCEPTED the response from the business.)
I was informed by Cricket Social Media Team member on 2/15/2018 that my refund request was approved, and will be process within 3-5 business days as indicated in the above document.
Regards
Okay I did a bridge pay with Cricket and my other payment was due by the Feb.10,2018 so I goes to make the payment and there phone was saying that the system was updating to 10:00am they time so I went on line made the payment of $114.00.My phone work all day Sunday so this morning on Monday 12,2018 I wake up and my phone was deconnect so I call they said your payment was received late.So they went to say that I need a $106 or change my plan and pay $80 so I said is them only choices the customer service representative said yes. I said how do I get in touch with corporate the said it ain't, they only can send emails and wait on a response. I said so nobody can't help take care of this matter without payibg more money he said No. I said I never heard of this and it's so unprofessional.
Account_Number: XXX-XXX-XXXX
Other (requires explanation) Refund me please
February 21, 2018
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by ***. Ms. was attempting to make a payment during system updates over the weekend. After making the payment online Saturday, Ms. phone worked Sunday and was disconnected again on Monday. Ms. was told her payment was late and another payment was due of $80. Ms. is requesting a refund of the additional payment she had to make.
We attempted to contact Ms., but we were unsuccessful. After researching the account, we realize that system updates were happening over the weekend and for that reason, we have refunded Ms. for the last payment made. Please allow 2-3 business day for processing. Should Ms. like to discuss this issue in further detail, please contact Gary directly at 404.469.0901. If we are unable to answer, please leave a voicemail and we will respond accordingly. Our office hours are Monday-Friday, 9am-6pm EST.
Cricket strives to provide excellent service and we regret when that high standard is not met. We value Ms. feedback and apologize for any inconvenience or poor service she felt she received.
Regards,
Cricket Wireless, Customer Support
575 Morosgo Dr., NE
Atlanta, GA 30324
/GH
sales representative at Cricket wireless store in centralia, wa refuses to give my refund back to me I purchased a phone with this company on with sales rep ***,but my reciept says it was *** who is the sales manager who was I was denied from returning my phone for a refund the employee *** who did my purchase transaction on the 3rd told me to come back tomorrow when her manager would be in which was Sunday which I went back to the store the next day.My phone was in the box it came in with the booklets, charger&cord, all in perfect condition with my receipt&my license.*** was first to speak with me telling me she can't refund my phone, activation fee, phone plan because first she said my box was not in good enough condition,than she changed it to my phone was not in good enough condition, than that their store computer wouldnt let them to returns after seven days.she said her store manager Sean would be in to assist.he immediately told me that he can't return it because I am over my seven day policy to do a refund at their store.which the paper I signed at time of payment listed "refund policy ZTE OVERTURE3 CAN BE RETURNED WITHIN sevenDAYS " which in the policy it never states anything pertaining to me with anything I purchased that day that I cant return&get my refund on my phone after 7 days. I want a refund of my full amount of payment I made,being refunded for the phone, plan, activation fee that I do not want any part of the company its coming from.I brought everything back that came with my purchase in perfect condition as stated on my receipt I can return if I dont like anything about my phone once I bring home&become familiar with it. I am not over my sevendays, as I came in to return my phone to the centralia store spoke to employee *** who told me to come back the next day I proceeded to tell them that i
Product_Or_Service: Other /ZTE overture 3/2gb plan
Account_Number: XXX-XXX-XXXX
Other (requires explanation) After all the Several customer service reps, supervisors,managers,and employees I've talked to in such a short period of time who has made this issue so uncomfortable &frustrating i just want my full refund of all of the money i have paid on February 03,2018, in the amount of $78.69.
February 15, 2018
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by *** regarding Cricket service. In her complaint, she reports that she tried to return her cell phone back to the Authorize Retailer for a refund, but the store's sales advocate refused to provide refund. She states that her store receipt states: "ZTE Overture 3 can be returned within 7 days". She argues that the Cricket's policy never states anything pertaining that she cannot return the device to the Authorize Retailer and receive a refund. She is asking we refund the money spent on the phone and services paid at the store, totaling $78.69.
We researched Ms. account and found that on February 3, 2018 she purchased a ZTE Overture 3. Then, on February 11, 2018 she contacted customer service reporting that she wanted to return her device back to the Authorize Retailer because she received a better deal from another carrier. Customer service advised her on our return policy.
Please keep in mind that Cricket provides a 7-day return policy - from the date of purchase - in which customers may return or exchange a qualifying new or reconditioned wireless device purchased at Cricket. Please visit: https://www.cricketwireless.com/support/orders-and-activations/returns-and-exchanges/customer/returns-and-exchanges.html for more information.
We attempted to contact Ms. at the number provided in her complaint, on February 14, 2018 to advise on the aforementioned. A man answered the call and stated that he does not stay in contact with Ms. anymore, he asked that we don't bother him with her business. I attempted to call her cell phone with no success. A text message and an email was sent to Ms. with our contact information. If Ms. still needs assistance please have her contact Emilio I at XXX-XXX-XXXX.
We thank Ms. for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
575 Morosgo Dr., NE
Atlanta, GA XXXXX
just had cell stolen an want the last 3.0 hours of numbers so I can get my cell back
Product_Or_Service: Other //cricket owned by AT&T
Account_Number: XXX-XXX-XXXX
Other (requires explanation) give me last 3-4 hours of my cell phone outgoing calls, thats all
February 14, 2018
Revdex.com
Online Complaint
Complaint No: ***
Re:***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by Mr.. In this complaint, Mr. requested that we provide him with the call details for February 11, 2018.
We spoke with Mr. via telephone on February 14, 2018 to discuss his complaint. We informed Mr. that a subpoena is required in order to obtain any call records. We have provided him the contact information and mailing address where the subpoena needs to be sent to. Mr. had no additional questions or concerns.
We thank Mr. for his communication and trust that this explanation properly addresses his concern.
Regards,
Cricket Wireless, Customer Support
From:***
*)
Sent: Saturday, March 03, 2018 11:39 PM
To: ***
Subject: Re: Revdex.com Complaint Case# *** (Ref
got them thanks case resolved they sent on the 1st of march
Sincerely,
*** My Cell # ***
Mailing Address /