Cricket Wireless Reviews (%countItem)
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Cricket Wireless Rating
Description: Cellular Telephone Service & Supplies, Cell Phone & Tablet Equipment, Supplies & Repair
Address: 575 Morosgo Dr NE Fl 2, Atlanta, Georgia, United States, 30324-3300
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I have been a customer for a little over a year. I have loved there service up until now. I wanted to get my phone unlocked and was told I meet all the requirements by several reps. I was told to wait 3 days and my phone would be unlocked. I did that and the phone was not unlocked. They said it was because I wasn't using my phone at the time that they submitted the unlock. The reason I was not using the phone is because I sold it and was using another phone still on cricket, the whole reason I needed to get it unlocked in the first place. I have had the phone since feb and have the unlimited account which waves the need to have 6 months of service, which I have anyway. I called in the first time today, and was hung up on by the first rep. The second supervisor said that if I put my sim in the old phone, that he would do the unlock. So I hang up, call back and the next rep had no idea I even called and tried to tell me my account was only 2 months old. I have had my account for a little over a year like I said. WORST CUSTOMER SERVICE THAT ANYONE CAN HAVE. I CAN NO LONGER RECOMMEND THIS COMPANY TO FAMILY AND FRIENDS.
I had auto pay. It tried to collect the money 2 days prior to my due date. it was declined. Then I got a text message from them on 09/28 stating they will process payment the next day. On 09/29/2017 I woke up and the service was suspended and that my auto pay was suspended, which meant they were going to try to charge me 55.00 plus the 5.00 auto pay discount which would have made the payment 60.00. I called to get my service restored by making a payment over the phone and the representative charged my account 550.00 instead of 55.00. I told the representative I was out of town and my hotel cant charge my card and the rep kept saying its going to take 24-48 hours to return the money but they will give me a credit for this month. That's not doing me any good at this moment. I kept expressing to them that I need someone to credit my account back so that I can check into my hotel and that I have children with me and among other things that need to be done. They didn't said they would call me back at 11am .. it came and went. I call back, the supervisor hung up on me because right not Im frantic because me and my kids are on literally on the street.
Product_Or_Service: LG /STYLO/CRICKETT WIRLESS
Account_Number:
Other (requires explanation) I need more than one month credit for sitting here trying to get people to wire me money because of their mistake. In on vacation with my kids and I cant even buy food for the next day because Im going to have to find a roach motel that can accommodate us and pay an uber to get there. They should credit me for the until the end of the year.
October 13, 2017
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. stated that auto pay tried to collect her monthly payment 2 days prior to her due date. Ms. alleges that the Cricket Wireless representative charged her account $550.00 instead of $55.00, and she is requesting that Cricket Wireless credit her account for more than one month service
Upon review of the account, we determined that Ms. authorized Cricket to electronically debit or charge the Card each month in the amount due for her monthly Cricket service two days before the due date of her payment. This agreement can be found at ***
We contacted Ms. on October 13, 2017 to amicably resolve her complaint. We explained the above policies and that no credit is due to her, however we will issue Ms. a credit for a free month of service as a courtesy. We confirmed Ms. that the payment of $550 was reversed on 09/29. Ms. was satisfied with that explanation and resolution that we have provided her.
We apologize to Ms. 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 complaint.
Regards,
Cricket Wireless
Customer Corporate Relations
I bought the LG Escape 3 from game stop store in 12/28/2016 and its still under warranty and it keeps turning it self off and back on while I am on the internet or checking my e-mails and while I was on it also turned it self off and wouldn't turn it self back on for 1 hour and a half until I took off the back and removed the battery and put it back in then it turned it self back on called cricket wireless carriers they said to take it to a cricket wireless store and the manager said that there was nothing he could do to help me because I didn't purchase the LG escape 3 from the cricket store so the warranty department of cricket wireless carriers said I had to mail the LG escape 3 to them and use my old ZTE cellphone that doesn't work right until they send me a replacement LG escape 3 phone but I am home bound and depend on my phone for emergency and I am hurting financially right now and can't afford to pay for rides I have tried to explain that to the warranty department of cricket wireless carriers but they say its their policy and rules and regulations that I have do it that way I am home bound and can't get round because I don't have a drives license or a vehicle to get around
Account_Number: XXX-XXX-XXXX
Other (requires explanation) Cricket wireless carriers warranty department to send me a replacement LG escape 3 phone and a way to send it to them by putting it outside for the mail person to pick it up and send it back to cricket wireless carriers warranty department
October 5, 2017
Revdex.com
Online Complaint
Re: ***
Complaint ID: XXXXXXXX
Dear Sir/Madam,
This correspondence is in reference to a complaint we received by ***. In the complaint, Mr. stated that he purchased a device on December 28, 2016 and it is defective. Mr. states that the device turns on and off by itself while he is on a call, or when he connects to the internet or whenever he tries to check his email. Mr. claims that he hasn't received assistance from either the store or our phone representatives for this matter. Mr. is requesting that Cricket provide him with the replacement device without having to send his device before getting a replacement.
New Cricket devices generally carry a one-year manufacturer's warranty from the date of purchase. Customers can make a warranty claim by contacting the Returns Center at 1-800-CRICKET (XXX-XXXX) for assistance. The support center will troubleshoot the device malfunction over the phone and provide instructions for the warranty return, if applicable. The Returns Center will inspect the warranty exchange return and determine whether it meets the requirements of the warranty exchange return policy. 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. There are 3 options regarding the exchange of devices. Customers may choose from the Advanced Exchange, Expedited Post Exchange and the Standard Exchange.www.cricketwireless.com/terms.
We contacted Mr. on October 5, 2017 to amicably resolve his complaint. We explained to Mr. the above policy. However we will be sending him an expedited replacement as a courtesy. We advised him to make sure that he returns the defective device, preferably in the original packaging as soon as possible.
We offered Mr. to contact Joseph ***-German directly if he has any more questions at XXX-XXX-XXXX.
We apologize to Mr. 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 complaint.
Regards,
Cricket Wireless
Customer Corporate Relations
(The consumer indicated he/she ACCEPTED the response from the business.)
They have replaced the LG Escape 3 with a LG Escape 3 replacement phone and I sent the old LG Escape 3 back to them as they required
I made a scheduled payment 9/18/17 using my checking account and the payment cleared on 9/20/17 and Cricket suspended my service on the due date which was after they received my payment and now they are saying that there is no payment received when my bank statement and the copy of the ACH show that they did indeed receive the payment. The due date was9/22/17
Product_Or_Service: LG //
Account_Number:
Other (requires explanation) I would like for Cricket to restore my service or my money and do the right and professional thing, I have taken the bank statements to a Cricket dealer to show that the payment was made and still no service !! and they have the nerve to ask me to make another payment!!!
OOctober 9, 2017
Revdex.com
Online Complaint
Complaint No: ***
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by Ms.. In this complaint, Ms. states that her Cricket Wireless service was suspended due to non-payment. She also states that she made a payment on September 18, 2017 using her checking account.
In researching Ms. Moon's account, Cricket Wireless has found no record of any payments made on September 18, 2017. The notes on the account indicate that Ms. was informed that no payments were posted on September 18, 2017, and Ms. paid the required amount on September 30, 2017 to re-activate her account.
We spoke with Ms. via telephone on October 6, 2017, regarding her complaint. Ms. informed us that on September 18, 2017, she processed the automatic payment through her bank, and a check was mailed to Cricket Wireless. We informed Ms. Finely that Cricket Wireless does not accept the following payment types:
Bank account draft
Check
PayPal
Money Order
International credit cards
We also informed Ms. that her check will be returned to sender.
We apologize to Ms. for any inconvenience she felt she received. We thank Ms. Finely for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
I purchased cellphone insurance through Cricket and they use a company called Asurion. Since my phone broke I have been told for the past month that my new cellphone will arrive. The first cellphone that arrived took two weeks to arrive and the cellphone that was sent to me was a lower grade phone than the cellphone that I currently have. I called on this and they played this off like it wasn't a big deal but when I asked for a manager the manager said that this was the only cellphone that they had in stock. They should have contacted me and asked me if I wanted this other phone rather than just shipping it out. Now I have been without a cellphone for a month and had to call Asurion back again last night for someone to tell me that my cellphone is being sent out but could take a few days to arrive. I asked to speak to a manager and get the phone sent to me fed ex and for me to have it the next day. Apparently this isn't an option for this company and the customer service representatives along with the managers that I spoke to there never followed through on what was told to me. I have been a customer for the past ten years and will mostly cancel my service once my new cellphone is received if it ever comes? Again yesterday when I spoke to Asurion I was supposed to receive an email today(9-27-17) with a confirmation number of my order and that wasn't received as promised so that I could track when my cellphone was going to be delivered to me. This issue isn't with Cricket but rather with Asurion. I hope Cricket Corporate is aware of how poor customer service and how terrible Asurion is with following up with their customers. Being that this cellphone is also used as a business phone can anyone imagine no having a functioning phone for a month.
Product_Or_Service: Apple /5C/Cricket
Account_Number:
Other (requires explanation) I would like to be refunded my deductible from Asurion in the amount of $75.00 that was paid a month ago for a new cellphone that I have still yet to receive.
October 5, 2017
Revdex.com
Online Complaint
Re: ***
Complaint ID: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint we received by***. In the complaint, Ms. was seeking a replacement of her defective device. She contacted Asurion as part of her paid Cricket Protect Insurance. Ms. claims that Asurion failed to send her the correct replacement of her device and has delayed over a month to resolve her claim. The Revdex.com complaint was not directly linked with Cricket's service or employees.
Cricket offers their customers the Cricket Protect option which if purchased, protects the device from loss, theft or damage including water or physical damage. There is an insurance claim process and a deductible if the customer chooses that route.
On September 28, 2017 upon receipt of the complaint, an escalation request was sent to Asurion requesting an expedited resolution for Ms.. Asurion has expressed their apologies and are currently working with Ms. to replace her device and provide any proper compensations. Asurion promised to provide Ms. an amicable resolution.
On October 4, 2017 Asurion confirmed that Ms. claim was satisfactorily met. Even though a refund of the deductible was not provided, Mr. was pleased with the resolution.
We thank Ms. for her communication and trust that this explanation properly addresses her complaint.
Regards,
Cricket Wireless
Customer Corporate Relations
On Sunday, September 24, 2017, I purchased a cell phone with Cricket at their store located at***. The time of purchase was 3:53 pm and the store closed at 4:00 pm that day. As soon as I got home, I noticed the lense for the camera on the back of the phone was missing. In addition to that, the cell phone screen got black couple of times for no apparent reason. I waited for the store to open on Monday (the very day after) at 10 am and talked to an associate about the missing part and the other issue. The associate said they cannot refound the money or give me another cell phone because they are not responsible for the missing part, and she also insinuated that I was trying to retur the cell phone because it fell from my hands and crashed the lense, which never happened. The associate mentioned I only have seven days to return my cell phone in case of unsatisfaction, and it seems they are trying to let this time pass. The associate also stated she didn't want to engage in arguments since she would resigning from her job in one day. I contacted Cricket customer service and they told me the store should replace the cell phone. The I went back to the store and told them what customer service said about that issue. Then the associate contacted the store manager ***, who confirmed they are not replacing the divice for a new one. I insisted on my rights and *** said she would have an answer for me in the next 48 hours, wich has not happened. As for today, September 27, I went back to the store in order to get an answer and the store associate was not able to contact ***. I have been trying to contact her as well ans she doesn't answer the phone.
Account_Number:
Other (requires explanation) I would like my cell phone to be replaced for a different model or get my money back.
October 9, 2017
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 was sold a phone with a broken camera lens and when she went to the store to exchange the device, the advocate implied that she must've dropped the device which caused the lens to be removed.
We contacted Ms. on October 6, 2017 and she stated that the store has resolved this complaint by exchanging the device for a new upgraded device.
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
***
*** XXXXX
(The consumer indicated he/she ACCEPTED the response from the business.)
In march I filed a claim on my phone. I was not instructed to return it without the battery or back but received it without either leaving me without a usable phone. Eventually, I did get a back and a battery for the phone I purchased to use while they got the other because I am disabled and must have a phone all the time. They told me in the store that it would take aprox 5 days without me having a phone. Anyway, I got a stylo 2 and that is what they sent me the back and battery for not the ZTE X Grand 3. I called and they told me they were going to send it when someone else made the same mistake and sent theirs in and that they didn't have one in at the moment. They said it would be expedited. It never came. last month I called yet again and they couldn't even find the phone I had received without the back and the battery in their system. They sent me another without the back and battery. Now I made them be quite clear that it would include them both and made the guy repeat it several times that it would have the back and battery. I just called today and they don't have any in stock and they are not included in replacement phones they said. If they had been clear I, not others would be sending them in. I told her the man promised it would have both. I still don't and not sure I ever will between their hateful attitude and refusal to make right the claim they botched. Please help. They keep telling me it will be sent whenever they get one in. Well since it has now been a long time since I bought it I do not expect many of that model to be returned and that leaves me out a good chunk of $ with no hope of it being corrected.
Product_Or_Service: Other /ZTE x grand 3/Anytime Minutes National Only
Account_Number:
Other (requires explanation) I simply want the battery and the back to the phone I filled a claim on (ZTE X Grand 3) and only got a partial replacement.
October 5, 2017
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. explains that she was not advised to return a ZTE Grand X 3 device under warranty without the battery or backing. She states that Cricket Wireless' warranty has failed to replace the battery and the back of her phone rendering it unusable. Ms. is requesting the battery and back cover for the ZTE Grand X 3 be provided.
On September 28, 2017, Cricket Wireless Escalation Manager *** briefly spoke with Ms. and advised her that a replacement of the back cover and the battery would be priority shipped via FedEx. We verified the shipment was delivered on Tue October 03, 2017.
Should Ms. require additional assistance or if she has any additional questions or concerns, she may contact ***.
We apologize for any inconvenience or poor service Ms. 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 Corporate Relations
When I ported my number to Cricket Wireless, I purchased a new ZTE Blade X Maxx for $150 on June 16, 2017. When I used the phone,immediately diagnosed that the antenna was faulty and needed to be repaired. Was told by *** a Cricket Wireless sales representative at the Cricket store in *** that their "loaner" phone was not available and I would need to wait until it was returned the initiate a warranty claim where my phone would be repaired and returned to me. After checking with store every week for a month, the loaner was not returned so I called Cricket to open warranty claim and was without a phone for 3 days and the phone I received back was not my new phone - it was a refurbished phone that did not work properly. Called Cricket and they did a conference call with me, Customer Service and Warranty Department. They indicated I could not have the phone I purchased back and was unwilling to provide me with a suitable new phone or give me a refund for the new phone I purchased and expected to be returned to me. While the phone was being repaired I even received an email giving me notification that my phone was being repaired and another update would be forthcoming. Conference call reps did not know why I received that email and were unwilling to help me. Because the refurbished phone I received from Cricket did not work, another Warranty claim was opened. This time I was without a phone for 2 weeks (a concern because I am disabled and rely on a phone in case of emergency). Cricket did not have the package properly addressed with my apartment number and when I found out the error I did a Chat session with a customer rep at Cricket who advised me I would need to call the Warranty department. I informed him I did not have a phone to make that call at which point he told me there was nothing he could do to help. Eventually I received a phone that was not fixed properly AGAIN. I tried a factory reset and still having problems. Cricket Customer care needs major improvement.
Product_Or_Service: Other /ZTE Blade X Maxx/Cricket Shared Plan
Account_Number: XXX-XXX-XXXX
Other (requires explanation) I wrote a letter to Cricket Corporate Department as a final resolution 3 weeks ago but did not receive a response to date. I have also been experiencing no or barely one bars of service and continual dropped calls. I want a refund for the new phone I purchased and Cricket has been unwilling to return. Planning on closing my account with this deplorable wireless carrier so store credit will not be feasible to resolve this matter.
October 10, 2017
Revdex.com
Online Complaint
Re: ***
Complaint ID: XXXXXXXX
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by Ms. ***. In the complaint, Ms. explains that she purchased a faulty ZTE Blade X Max device in June. She states that after unsuccessfully waiting for a loaner to be provided by the authorized retail location, she reached out to Cricket's warranty department to have her device replaced. Ms. claims that she received a faulty device from the warranty department and she is seeking a refund for a new phone.
Cricket did not manufacture the device and therefore Cricket is not responsible for any defects, acts or omissions of the manufacturer of any device.
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.
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 ***
On September 28, 2017, Cricket Wireless Escalation Manager *** reached out to the Cricket Wireless warranty department in order to expedite a replacement device for Ms.. All devices including warranty devices are locked to Cricket Wireless' network. A new RA number was generated and a replacement device was shipped overnight to Ms..
On September 29, 2017, *** called and left a voicemail for Ms. advising her of the shipment details, and to further discuss her complaint. On October 3, *** confirmed receipt with Ms., yet she explained that the now 3rd device sent was also faulty. She requested a refund which was denied per our Terms and Conditions. *** explained that a new device would be sent, and verified that she was in a good coverage area.
On October 5, after receipt and activation of the new device, ported out.
We apologize for any inconvenience or poor service Ms. felt she received
We thank Ms. for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless
Customer Corporate Relations
***
*** XXXXX
(The consumer indicated he/she DID NOT accept the response from the business.)
As I explained to Cricket Wireless Escalation Manager *** on September 28th, at the time of my purchase of a new phone the Cricket Store Sales Representative informed me that he was waiting for a "loaner" phone to be returned and then would process a warranty claim also telling me I would receive my new phone back and do not worry about the 7 day return timeframe as "I will take care of you" which did not happen. The Cricket Sales Representative according to another Cricket Sales Representative was fired shortly thereafter for providing customers like myself with false information to presumably to enhance sales. I believe I am entitled to a refund of the device I paid for because the Cricket Sales Rep LIED to me. Also, I indicated to Cricket Wireless Escalation Manager *** that I only get 1 bar of service with Cricket at home and was experiencing many frustrating dropped phone calls which is unacceptable. In fact, Cricket Wireless Escalation Manager Damaris's phone call to me was not successful because the line disconnected and to my knowledge she never tried calling me back. I will also reiterate Cricket Warranty was processed THREE separate times in which I eventually received a refurbished phone every time which did not work and needed repair. Imagine the frustration and the jeopardy I was in as a disabled person who did not have access to a phone. It was extremely disheartening waiting on Cricket to send me a phone "replacement" and the last attempt included a THREE week wait time because Cricket did not send to correct address!! Terrible customer service response from Cricket. The only way Cricket can solve these issues is to provide me with a REFUND for the device. For all my pain throughout this inconceivable ordeal, nothing else is acceptable and should be recognized by Cricket to improve their customer relations.
October 20, 2017
Revdex.com
Online Complaint
Re: ***
Complaint ID: XXXXXXXX - Rebuttal
Dear Sir/Madam,
This correspondence is in reference to a rebuttal of the complaint filed by Ms. ***. In the original complaint, Ms. explains that she purchased a faulty ZTE Blade X Max device in June. She states that after unsuccessfully waiting for a loaner to be provided by the authorized retail location, she reached Cricket's warranty department to repair her device. Ms. claims that she received a faulty device from the warranty department and she is seeking a refund for a new phone. In her rebuttal she now states that she would like a refund based on what she states was a lie from an Authorized Retail Location agent and because she was not "taken care" of as he had stated. She also would like the device refunded because she is not getting good coverage.
Our response remains the same, Cricket did not manufacture the device and therefore Cricket is not responsible for any defects, acts or omissions of the manufacturer of any device.
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.
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 ***
Ms. was sent 3 devices. Two devices were refurbished like new devices and the third device was sent brand new out of Cricket's stock. None of the RAs provided to Ms. were returned.
In regards to coverage, Cricket Wireless is not able to guarantee coverage inside of buildings. Indoor coverage can be adversely affected by the thickness/construction type of the walls or location of the building or location of the area may weaken signal strength which will adversely affect the customer's ability to access/consume data, make/receive calls, send/receive messages and use data thru mobile hotspot. We ask that Ms. see our website at https://www.cricketwireless.com/map.html.
Her complaint regarding service and the behavior of the Retail location was forwarded to the local area managers. Cricket manager Jayson has reached out and left messages for Ms. on 10/19 and 10/20 with no return call from Ms.. They look forward to assisting her with the complaint regarding that Authorized location.
We thank Ms. for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless
Customer Corporate Relations
***
*** XXXXX
Greetings. My credit card was compromised. I was advised that I needed to make sure that all accounts that were "pre paid" with the old credit card had the new credit card number. I spent 3 (three) hours trying to get that done on X-XX-XX for the account with Cricket Wireless. During the process I encountered:- a charge of $60.00 on my new credit card (which should not have been authorized)- three customer service agents that were not very helpful. They refused to acknowledged my concerns or how to stop the charge- When I asked to speak with a manager I was told that I could not speak to the manager.
Product_Or_Service: LG //Wireless Plan
Account_Number: XXX-XXX-XXXX
Other (requires explanation) - Remove the $60 charge from my account- Allow me (and other customers) to speak with a manager when it is requested- Treat customers better. All I was trying to do was to make sure Cricket Wireless had my new credit card number. What an absolute headache i got. This was the epitome of poor customer service and i get charged extra to deal with it.
October 2, 2017
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 that he wants a refund for his overpayment.
Mr. account was thoroughly reviewed. It was found that ticket number XXXXXXXXXXXX was created to address his overpayment. On 9-26, he was texted about resolution.
Debit
09/23/17 *** (USD) Credit Card NDO Online NDO2F
Payment
09/23/17 *** (USD) Credit Card NDO Online NDO2F
Please note refund times vary by financial institution.
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. Frosher 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 DID NOT accept the response from the business.)
There were two (2) issues I had concerns with. One was the credit card overpayment. That was addressed. The other issue (which was not addressed) was why a consumer/customer could not speak with a manager when requested. This issue has not bee addressed at all. I think it will allow other Cricket employees to have the same non-professional attitude to other customers and also did not even mention my issue. thanks.
I have been without proper service on my phone for nearly two weeks now. I have made every effort to communicate issues that I was having with my phone service with the company and they have not been able to rectify the situation. Once I get to a certain place, I am unable to make or receive phone calls and my service drops and I have never had this issue before. Since Tropical Storm Irma, this has been an issue. I communicated that with the phone company and I was told by a representative today that the ticket that was created for my account was closed because the company did not find an issue and they have done everything that they can. I was also told that within five days I would be contacted by email by a representative who would further investigate my issue. As a paying customer, I was not expecting to hear that they have done all they can and I am telling them it is indeed an issue with my services.
Product_Or_Service: Other /Z988/Unlimited Plan
Account_Number: XXX-XXX-XXXX
Other (requires explanation) I would just like a reimbursement of my services for this month because I have only had 10 days of service properly working. I will discontinue my services from this company hereafter. I have received a credit on my bill which I would have been fine with keeping if my services were restored to full working order, but since they are not and won't be it seems like, I would just like a refund for this month of services and I will leave the company all together
September 27, 2017
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 that he was without proper service for nearly two weeks. After contacting Cricket, a ticket was created to troubleshoot and later closed after finding no issues. Mr. was never notified and still experiencing issues.
We contacted Mr. via phone on 9/27. After research, we noticed days where the customer had limited coverage. For the inconvenience, we have provided the customer with a credit. His service is now working properly and he is satisfied with the outcome. Should Mr. have any questions in the future, please give us a call.
We apologize to Mr. for any inconvenience or poor service he felt he received. We thank Mr. for his communication and trust that this explanation properly addresses his complaint.
Regards,
Cricket Wireless, Customer Support
575 Morosgo Dr., NE
Atlanta, GA XXXXX
Incorrect billing
the problem is that I changed my plan yesterday. your website says that I had a credit. I clicked submit to make the changes, and I get a text saying that the changes have been made. you all suspended my service this morning. I called your number, and im being told that it's cause I didnt pay for the plan change. then why did you all allow it to go through without a payment??? it's an error that your site made.
so, now my billing cycle has changed. and I had been up all morning trying to make this right, on top of your agents trying to blame me for this.
Next bill is free
October 6, 2017
Revdex.com
Online Complaint
Complaint No: ***
Re:***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by Ms.. In this complaint, Ms. states she made a plan change and her service was interrupted and asked for a full month of service due to Crickets system error.
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 reviewed Ms. account and found that her service was interrupted due to a price plan change that increased her regular rate plan. As this is a Pre-Paid service customer have to pay for the plan prior to using the plan in order to prevent the service from being interrupted. Once Ms. changed the rate plan and didn't pay the difference of the new plan that is what caused her service to become interrupted. Unfortunately Cricket Wireless would not issue a full month credit because of this issue.
We attempted to reach Ms. to advise her of our finding and conclusion but were unsuccessful in reaching her.
Should Ms. have any questions or concerns regarding our finding she can reach me *** at ***.
We thank Ms. for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
(The consumer indicated he/she DID NOT accept the response from the business.)
I took a screenshot of the last time that I did a plan change online, which was a few days ago and it states, "The fee isis due at the time of the plan change".
Your site allowed me to do the plan change, without a fee, on the 22nd, because it said that I had a few dollars on my account. I got a confirmation text, saying that iy went through. But you cut my service off.
If the fee was not paid at the time of change, then why did your site let it go through? I got the confirmation text.
(The consumer indicated he/she DID NOT accept the response from the business.)
How did you try to contact me?
Please explain how to change plan on the internet.
November 1, 2017
Revdex.com
Online Complaint
Complaint No: *** - 3rd rebuttal
Re:***
Dear Sir/Madam,
This correspondence is in reference to a rebuttal to a complaint filed by Ms.. In this complaint, Ms. states she made a plan change and her service was interrupted and asked for a full month of service due to Cricket's system error.
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 reviewed Ms. account and found that her service was interrupted due to a price plan change that increased her regular rate plan. As this is a Pre-Paid service, customers have to pay for the plan prior to using the plan in order to prevent the service from being interrupted. Once Ms. changed the rate plan to a higher rate and didn't pay the difference of the new plan that is what caused her service to become interrupted. Unfortunately Cricket Wireless will not issue a full month of credit because of this issue.
We spoke to Ms. on 11/1/17 and again advised her of our findings and conclusions. She states she doesn't agree with our policy and ended our call.
We thank Ms. for her communication and based on the aforementioned, we are unable to assist her any further. We respectfully request that her complaint is closed at this time.
Regards,
Cricket Wireless, Customer Support
I called Cricket to suspend a phone line in August of 2017 because the line wasn't being used. They charged me for the line anyway. I was under the impression that if the line was suspended you didn't have to pay for it. The lady I spoke with never told me there was difference between suspending/cancelling. It is all semantics. The prepaying the line they will not refund the money they took so they stole that money.
Product_Or_Service: Samsung //
Account_Number: XXX-XXX-XXXX
Other (requires explanation) I either want my money back or they will need to put it toward next months bill
September 28, 2017
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 the Cricket Wireless representative failed to educate her about Cricket Wireless' policy on suspended lines and that she was not made aware that she would continue to be charged. Ms. requested a refund for the payment made on the suspended line.
We spoke with Ms. on September 27, 2017 via telephone. We informed her that in order to not pay the service fee for a line, the line needs to be cancelled. An exception was made in her case since she was not properly educated about the terms and conditions. Per Ms. request, her second line on the account was cancelled, and a one-time credit for the service payment was applied to her account. Ms. was satisfied with the resolution provided to her and had no further questions.
We apologize to Ms. for any inconvenience she felt she received. 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
My phone was stolen a week and a half ago, so I made a claim, paid my deductible, waited for my replacement phone, then tried to activate it. I paid my bill ($67) plus the $5.00 reactivation fee, as previously instructed by Cricket. After doing so, I initiated an online chat with a Cricket associate named *** to facilitate getting the new phone activated. In the process of this activation, the cricket chat employee (I believe) inadvertently canceled my account instead of reactivating it. He ended the chat without my knowing what had happened. I began another chat, this time with *** This associate stated I would owe another $10.00 to get the phone activated. I protested, as this was not what I had been told. I asked to chat with a supervisor. The supervisor, *** advised me the account had been canceled in error, that it was their fault, and that I would have to pay another $67 to reactivate the account. He stated that once I made the payment, they would immediately credit my account for the $67, but as I did not have another $67 in my bank, I could not make the payment. I also believed, and told ***, it was not my fault nor my responsibility that Cricket accidentally canceled my account. I asked to chat with his supervisor, he refused. The chat went on for almost an hour, with *** refusing to do anything except allow me to pay an additional month's fee plus reactivation fee in order for them to turn on my phone.
Product_Or_Service: Other /ZTE Blade X Max/Pro
Account_Number: XXX-XXX-XXXX
Other (requires explanation) A) I want the $67.00 I paid refunded to my bank account. B) I also want either: 1. Cricket to unlock the new phone their insurance company (Asurion) sent me, so I can get it activated by another company; or 2. to refund my $75.00 deductible I had to pay Asurion for the new phone.C) $50.00 for my time and trouble trying to get the company to do what is rightGrand Total: $192.00
October 5, 2017
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 chatted in to have her replacement device activated, and the customer care agent cancelled her line instead. She states when she initiated another chat, the agent acknowledged that her line had been canceled in error. However, she was advised she would have to make a payment to reactivate. Ms. requested a supervisor who advised her that if she paid the amount due, he would immediately issue a service credit to her account. She did not agree with the supervisor's resolution. She chatted for over an hour and the supervisor refused to help correct the mistake that was made. Ms. is requesting a refund for the payment she made, or to have the replacement device unlocked, a refund for the insurance deductible she paid for the replacement, and a $50.00 credit towards her account for the inconvenience.
We've made several attempts to contact Ms. via email and phone on September 29, 2017, October 2, 2017 and October 3, 2017 and were unsuccessful. For that reason, we are unable to provide a resolution at this time. Our records indicate that the customer has been refunded by the Authorized Retailer that she visited. Should Ms. wish to discuss this matter in further detail, please contact *** at XXX-XXX-XXXX.
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
***
*** XXXXX
(The consumer indicated he/she DID NOT accept the response from the business.)
Response to Revdex.com 10/12/2017:
I received a voicemail message from Ms. on 9/29/2017. As I was unavailable to call her back until after work, she was already out of the office for the day. I received her second voicemail on 10/02/2017, and again, was unable to call her back until after her workday. I also received her email on 10/03/2017.
As her phone calls to me occurred during my work shift, I could not possibly answer. I replied to Ms. e-mail on 10/04/2017 to let her know I received her voicemail messages and would be calling her back. I called her twice on 10/05/2017 and left two voicemail messages requesting she call me back again. I did not receive any further communication from Ms..
In good faith I attempted to contact Ms. to resolve the matter. Neither Cricket Wireless nor its representative, Ms. *** could possibly consider that playing phone tag with me a couple of times is truly attempting to resolve this complaint.
I did receive my unlock code, but not due to anything Cricket corporate did. I spent three hours in a local Cricket authorized dealer location, having the associate there chat with her Sales Support Team representative to get my code.
I was promised a $15 credit by *** R (chat supervisor) on 9/20/17, and I was also promised by *** (Sales Support Team) on 9/23/17 that I would get a $3.00 credit for the in-store convenience fee charged by Cricket in Elgin, TX.
If you credit that $18 to my account, along with the $50 I previously requested for my time, trouble and emotional stress experienced, ($68.00 total); AND as long as my unlock code works when I switch carriers, I will consider the matter closed and myself the wiser for ceasing all business dealings with this shady company.
Sincerely
From: *** (mailto:***@startmail.com)
Sent: Saturday, October 14, XXXX X:XX PM
To: ***@Revdex.com-email.org
Subject: Re: Revdex.com Complaint Case# *** (Ref#XX-XXXXXXXX-XXXXXXXX-X-XXXX)
Ms. reached out to me, and this issue has now been resolved to my satisfaction.
email doesn't work
email I pay for on my phone doesn't even let me log in.
credit 50% of bill for all months email didn't work which is last 3 months.
October 3, 2017
Revdex.com
Online Complaint
Re: ***
Complaint ID: XXXXXXXX
Dear Sir/Madam,
This correspondence is in reference to a complaint we received by ***. In the complaint, Mr. stated that he is having issues accessing his email from his device. Mr. He also states he pays for e-mail on his device. Mr. is requesting a credit of 50% of his monthly bill.
Cricket Wireless does not charge a fee for e-mail.
We attempted to contact Mr. on multiple occasions via phone and e-mail with intent to amicably resolve his complaint, but were unsuccessful. For this reason, we are unable to provide a resolution at this time. If Mr. would like additional assistance he can contact Joseph at XXX-XXX-XXXX.
We apologize to Mr. 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 complaint.
Regards,
Cricket Wireless
Customer Corporate Relations
575 Morosgo Dr. NE
Atlanta, GA XXXXX
(The consumer indicated he/she DID NOT accept the response from the business.)
m.
nooone contacted me by email. noone contacted my on phone.
give me my money or you are getting sued for all your trash service, s
October 09, 2017
Revdex.com
Online Complaint
Re: ***
Complaint ID: XXXXXXXX
Dear Sir/Madam,
This correspondence is in reference to a rebuttal complaint we received by ***. In the complaint, Mr. stated that he is having issues accessing his email from his device. Mr. He also states he pays for e-mail on his device. Mr. is requesting a credit of 50% of his monthly bill.
Cricket Wireless does not charge a fee for e-mail.
We once again attempted to contact Mr. on multiple occasions via phone and e-mail with intent to amicably resolve his complaint, and still were unsuccessful. For this reason, we are unable to provide a resolution at this time. If Mr. would like additional assistance he can contact *** at XXX-XXX-XXXX.
We apologize to Mr. 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 her communication and trust that this explanation properly addresses his complaint.
Regards,
Cricket Wireless
Customer Corporate Relations
575 Morosgo Dr. NE
Atlanta, GA 30324
On July 13, 17 n July 14, 17, There was signs out door n in doors of cricket office in topeka ks on gage blvd. stating if you ported your number you would get a $50 credit for each line ported. The lady who signed me ip told me also I would get a $50 credit for each line. I called today Sept 20,17 told me that promotion ended June 2, 17 n refused to give me credit even talked with a supervisor. False advertisement n bait n switch. The managers of the store were well aware these signs were out there both days I went in to store..
Product_Or_Service: Apple /Iphone SE/Unlimited
Account_Number:
Other (requires explanation) Crefit my account $50 X 2 = $100
Cricket called this morning n verified w store I got phones at and store did say they left signs out n cricket credited my acct the 50x 2= $100 credit. Thank you cricket
My phone is not properly working, the majority of my incoming calls are going to vmail with my phone calls barely getting through to me. Friends and family members are contacting one another because they can't reach me on my phone. I've contacted Cricket several times only to be informed of the same temporary fix that lasts for 3 to 4 hrs. I've even gone into the store only to leave and the problems starts less than ten minutes after leaving the store. My phone goes from no service to informing me that I can only make 911 calls. this problem has been going on for almost 3wks and when I call them tonight due to an email saying my case has been closed still having more problems with service than I started with. Customer service said they won't give me any credits and I asked for a refund due to service not properly working so I could switch to another plan I was informed that was not possible. So many problems with this service for almost three weeks please help assist me with getting some type of resolution.
Account_Number: XXX-XXX-XXXX
Other (requires explanation) Would like this months payment back so I can find a better plan, or replacement phone or even I would like to be able to use me phone sending and receiving calls.
September 27, 2017
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 is experiencing dropped calls.
We contacted Ms. directly and advised her that there are lots of variables that can impact cellular service. Geographical landscape can cause poor service even though that area has service. We also created a case and dispatched it to our IT department because , in the previous ticket, (XXXXXXXXXXXX) Ms. was in an area with a degraded cell tower. It was also explained to Ms. with cellular service, there are many factors that can affect her user experience.
Coverage and data speeds can vary depending change depending on a number of factors.
As per our Terms and Conditions: "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." Additional information can be found online at ***
We thank Ms. for being a long-term customer, and a one-time courtesy credit was issued to her account. Ms. can contact *** at XXX-XXX-XXXX, if she seeks additional assistance.
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
My daughter bought a phone cash with atnt and is still with them. She bought another phone so she gave me the phone so I can use it. I used it for a bit on cricket and did not like the service so I switch to metro. However, now I can't use the phone on metro due to the phone is locked by cricket network.
Account_Number: XXX-XXX-XXXX
Other (requires explanation) I would like cricket to reimburse me to have my phone unlocked which is 100 and to change their policy.I spoke to a manager *** and he said there's nothing he can do because it was there policy and if the phone wasnt active for at least six months it can not bee used with any other network besides cricket even though the phone was not a cricket phone.
September 28, 2017
Revdex.com
Online Complaint
Re: ***
Complaint ID: XXXXXXXX
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by ***. In the complaint, Ms. states that her daughter purchased a device from AT&T at full price, so her daughter gave Ms. her old device so she can use as a BYOD (bring your own device) on the Cricket Wireless Network. Ms. explained that she ported her service to another provider because was not satisfied with her Cricket Wireless service. However, she was told by the other service provider that her device was locked, so she could not use it on their network. Ms. is requesting her device to be unlocked or reimbursement of $100 so she can get her device unlocked elsewhere.
We contacted Ms. on September 27, 2017 and advised her that her device was not locked, however it was on the national blacklist due to that device being reported lost/stolen by AT&T. Therefore, no credit or reimbursement is due and she would have to request the device removed from the blocklist by AT&T. Ms. was satisfied with the explanation that we provided her.
We apologize to Ms. 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 complaint.
Regards,
Cricket Wireless
Customer Corporate Relations
575 Morosgo Dr. NE
Atlanta, GA 30324
(The consumer indicated he/she DID NOT accept the response from the business.)
That is not correct the device is not black lister I contacted atnt and the device is free to use on any network I was informed by atnt that it was locked by cricket because of their policy. I can also provide proof that it is not black listed
October 5, 2017
Revdex.com
Online Complaint
Re: ***
Complaint ID: XXXXXXXX
Dear Sir/Madam,
This correspondence is in reference to a rebuttal complaint filed by ***. In the complaint, Ms. states that her daughter purchased a device from AT&T at full price, so her daughter gave Ms. her old device so she can use as a BYOD (bring your own device) on the Cricket Wireless Network. Ms. explained that she ported her service to another provider because was not satisfied with her Cricket Wireless service. However, she was told by the other service provider that her device was locked, so she could not use it on their network. Ms. is requesting her device to be unlocked or reimbursement of $100 so she can get her device unlocked elsewhere.
We contacted Ms. on October 5, 2017 to amicably resolve her complaint. We advised her she does not meet the unlock requirements. However, we will unlock her device as a courtesy. Ms. was pleased with the resolution we provided her.
We apologize to Ms. 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 complaint.
Regards,
Cricket Wireless
Customer Corporate Relations
575 Morosgo Dr. NE
Atlanta, GA XXXXX
Problems with Visual Voicemail and Customer Service Representatives
I have been experiencing issues with my Samsung Galaxy Sol Android phone due to Cricket service issues. I have been trying to report to Cricket that my Visual Voicemail does not work and I am unable to uninstall and reinstall it. There is no option to do this.
In addition, I am unable to communicate with Cricket effectively because of the language barrier with the agents that Cricket employs. I cannot understand them and also they take a lot of time to try to figure things out and I am unsure as to whether or not they even understand what I am telling them.
I pay for service every month and I feel that my service should not be compromised as my bill is not lessened when I have service issues.
I want them to fix my visual voicemail since I have even taken it to 2 Cricket stores and it is still not working
October 10, 2017
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by ***. In her complaint, Ms. *** states that her visual voicemail is not working properly.
Mr. ***'s account was thoroughly researched in response to her concerns. Technical ticket number, XXXXXXXXXXXX, was created to address her visual voicemail concerns. Ms. was contacted by telephone on 10-10-2017. She stated that she wanted a credit because the visual voicemail was not working. We do appreciate Ms. as a long-term customer and a one-time courtesy credit of $10 was added to her account.
We value 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 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.)
I am not sure that my problem has been corrected properly but I am satisfied with the $10.00 credit which is the least I should get for all the time and trouble I have been going through.
The employees at this company do not know the basics of the customer experience(ie. shipping methods etc.)
On Thursday, September 14, 2017 I contacted the company via the chat through their websites to see what the most affordable options would be for my acquiring a new phone and number. They suggested the LG Risio, and said they could offer free two day shipping if ordered online. I then went to my local store to see if they carried any of these phones, and they did not. Therefore, I cam back, ordered the phone, and the option of overnight shipment was immediately populated. I processed the order, and was given a phone number.
As for this morning, Monday, September 18, 2017 I still did not have the phone. When purchasing the device I created an account and also purchased the 1GB option as the Talk & Text was not possible. I contacted them, and they asked for a confirmation number. I told them I did not have such, but I did have the phone number I was assigned. Please have the attached transcript. Also, when requesting the one from September 14, 2017 I never received it. Yet, I did print it out, and am happy to scan it in and send it to you if this information is needed.
Due to the inconvenience of the this situation, I believe I deserve store credit as I believe this is almost as if I have been used for Mystery Shopping services that are normally compensated.
I was not able to attach the transcript. Please email me if you would like a copy. I have the Supervisor's name and the employee ID number she gave me.
VRecently I bought a cell phone from Cricket Wireless on Merritt island. When I bought it I noticed that the icon for headphones was always on, when it didn't go away after the download for updates, they said that a shipment was coming in and would gladly exchange it for the new phone. 2 days later I call and it hasn't come in. I called the next four days n even left my number and it still wasn't delivered. Then hurricane Irma hit Brevard county n the island had to be evacuated we were without power for 3 days. I called but no one answered, I go there 2 days ago n they have a new phone, great. Now the manager gets involved the same one who said he would switch it. He says I cannot do anything because your beyond the 7 day return policy. You have to call customer service n warranty Dept. So I'm mad now I call customer service and after telling them what happened they transfer me to the warranty Dept. I explain again and I'm told the warranty is null and void because I did physical damage to the phone. I was told to call the manufacturer of the phone which I did explained what happened and was told they could fix it but would charge me for doing so. Now, I'm really mad n my blood pressure was 220/140 the entire time I was on dialysis, that's stroke level. So after this I'm going to write a formal complaint against the company with the Revdex.com n keep using social media to spread the word. This is how cricket wireless really treats their customers after being with them for 3 years.
Product_Or_Service: Other /X-4/Basic
Account_Number: XXX-XXX-XXXX
Other (requires explanation) I would like to get what I paid for n was promised without reprecussion. I've been in customer service in retail n service industry. If I was the manager I would have replaced the phone n taken the loss of the cost to acquire said inventory. Then sent it back as defective to the company. If that is not in the best interest of the company, then I will find a phone carrier elsewhere n they lose a customer.
September 28, 2017
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 purchased a device from a Cricket Wireless location, but the headphones icon stayed on his screen. He states he returned to the store and was advised he could exchange the device, but that it was out of stock, and a shipment would be coming soon. Mr. states he checked back two days later and the device still had not been restocked. Due to the hurricane, the store was without power for three days. Once he was able to return to the store, the manager stated that the 7-day return/exchange period had passed, and he could no longer exchange the device.
We contacted Mr. directly and was able to resolve his complaint. Mr. now has a functioning device and is satisfied with the resolution.
We value Mr. 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 Mr. for his communication and trust that this explanation properly addresses his concern.
Regards,
Cricket Wireless, Customer Support
575 Morosgo Dr., NE
Atlanta, GA 30324