Cricket Wireless Reviews (%countItem)
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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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Cutting service off before she date.
My father has a phone with Cricket his service is not due til next month,he has auto pay and they have tried tov take the money out early today is the 29th of Aug. We'll the money wasn't there and they cut his phone off and and he has paid for this month. I wonder how many other people they have done this to. I known its only a couple of days but he paid for this service and they cut him off.
I want what my dad paid for a full months service.
September 1, 2017
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 his father' service was suspended after an unsuccessful attempt by Cricket Wireless to pay the auto pay. Mr. states that his father's payment was not due until the following month. Mr. is requesting a full month's refund.
Cricket Manager *** attempted to contact Mr. on September 1st and 7th, 2017 via telephone and via e-mail on September 01, 2017 but Mr. failed to reply and/or leave a valid telephone number or account number for his father.
We provided an explanation of our Auto Pay Terms and Conditions via e-mail. The request for a full month of service to be refunded was denied.
We thank Mr. for his communication and consider this complaint resolved.
Regards,
Cricket Wireless
Customer Corporate Relations
After they asked me 1to 10 rate them on service I gave them all ones. Shorty after the next day my phone was turned off reason they are giving is the phone was reported stolen. I got this phone in sulffok VA at a cricket store and I never reported this phone stolen. They keep turning it off. I also told them I would find the closest police officer to show I didn't report the phone stolen and the phone is not stolen. They keep giving me a hard time on this phone please help me asap. I do have the box the phone came in.
Product_Or_Service: Other /Zte959/Unlimited
Account_Number: 5
Other (requires explanation) Stop turning my phone off.give services that I pay for.... Service is piss poor
September 7, 2017
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: Mr. ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by Mr.. In this complaint, Mr. states that his device was placed on the National Blacklist by Cricket Wireless. He also states that his service was suspended due the device being blacklisted.
Upon researching Mr. account, we verified that the device was blocked prior to activating with Cricket Wireless on May 5, 2017. We were unable to locate the source that blocked Mr. device prior to him switching to Cricket Wireless. We also discovered, that Mr. was provided with a courtesy credit for his line being suspended.
We spoke with Mr. and his wife on September 5, 2017 regarding his complaint. We provided with information we uncovered, and offered to remove his device from the National Blacklist, which he agreed. Mr. informed us that he had no further questions or concerns regarding this matter.
We apologize to Mr. for any inconvenience 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
WORSEST SERVICE CARRIER EVER NEVER AGAIN AFTER LOSS OF PHONE SERVICE AND DATA EVERYDAY NO INCOMING CALLS AT ALL..WHAT TYPE OF B
T IS THIS WHO STARTED THIS GARBAGE CRICKET???!!!!MUST BE SHUT DOWN IMMEDIATELY
Our account is showing that an extraordinarily large amount of data is being used; calling 611 for help has gotten us nowhere.
Please help us. About 6-8 weeks ago our Cricket HTC Desire 510 stopped working, so we bought a brand new Cricket Coolpad Canvas phone @ Best Buy. At first, we were pleased because the excessive data consumption problem we had with our previous phone (the HTC Desire 510) seemed to have been resolved.
Unfortunately, as the 2nd month of service began, we noticed that the Coolpad Canvas was giving us the same problem as before; that is, showing abnormally large amounts of data being used.
We are concerned because our internet habits are generally similar from month to month.
When this odd problem has happened in the past, Cricket has been able to resolve this issue several times. I believe they 'refreshed' or 're-pinged' or 'reset' the service & the problem seemed solved.
Please help.
I would like some technical assistance & to have someone look into this problem for me. Please contact me(***) for any further clarification at***. Thank You.
August 30, 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, Mr. states his device purchased from Best Buy is drawing large amount of data. Mr. requested and explanation on device data usage.
We spoke with Mr. on August 30, 2017 regarding his complaint. Mr. informed us that he occasionally uses his device to stream videos, and also uses the hotspot feature for two additional devices. Upon further research, we discovered that the time of data spikes on Mr. device correlates with the times' he seldom streams videos. We also educated Mr. on different ways to preserve data usage by closing out applications after use, connecting to WiFi, and not allowing applications/software to automatically update. We have also made arrangements for him to visit a local Cricket Wireless location where the representative will take in-depth look into his device and data usage patterns.
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.
Regards,
Cricket Wireless
Customer Corporate Relations
Customers in Virginia are no longer able to dial "#77", the Emergency number for the Virginia State Police. #77 or #SP (short for State Police) has been the defacto emergency number for over 20 years in Virginia. It is included on all road signs, advertising, etc... I called Cricket to inform the, and was told "we only support 911". Every other major carrier I know of support #77 dialing. If you dial 911, your call must be transferred to the State Police. I'd like to know why Cricket is not in compliance with long-standing call routing of #77/#SP for Interstate/traffic emergencies. I contacted the State Police, and they are investigating, but I'm more concerned that Cricket was blatantly so unconcerned about this. One of the rep's told me: "I've never heard of #77". My response: You live in India, that's not of my concern.
Product_Or_Service: Apple /n/a/n/a
Account_Number: XXX-XXX-XXXX
Other (requires explanation) Correct it so drivers can dial the emergency number published on all road signage.
September 7, 2017
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 his complaint, he reports that Cricket customers in Virginia are no able to dial #77, the Emergency number for the Virginia State Police. #77. He is asking that it gets corrected.
We contacted our Network Ops and Engineering teams, and they advised us that they are currently working on allowing these short codes to go through on Cricket's network. We do not have an ETR at this time.
We contacted Mr. and explained the aforementioned. He had no more questions.
We apologize to *** 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
I have a plan with cricket wireless. I was set up for autopay. My bill is scheduled for 28th of each month. I qualified for a 50 dollar credit for the month of august 28 to september 28th of 2017. My card was charged 55.00 instead of me recieving my qualified credit.also ive contacted them for a refund and was denied instantly.
Product_Or_Service: LG /Cricket/55 unlimited
Account_Number:
Other (requires explanation) Refund of funds back to my account.
September 6, 2017
Revdex.com
Online Complaint
Complaint No: ***
Re: Mr.
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by Mr.. In this complaint, Mr. states that he had to pay the bill for the month of September since he did not receive the Switcher Promo credit.
Upon researching Mr. account, we have verified that the Switcher Promo credit was added to the account on September 2, 2017.
We have contacted Mr. on September 6, 2017 regarding his complaint. He asked us to make an exception and refund the money that was auto drafted from his account for the September service payment. We came to an amicable agreement and approved Mr. request for a refund.
We apologized to Mr. for any inconvenience 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
I am a current Cricket Wireless customer. The service is reliable and the monthly cost is not unreasonable. However, I recently cracked the screen on my phone...but it can't be fixed (according to cricket), so I'll have to buy a new one. Okay...fine. I go to purchase a new phone and the want to charge me $25 because the box with the new phone comes with a sim card in it. I don't need the sim...I have an active cricket sim card I'm already using that I've already paid the $25 to activate. They then explain to me this is for upgrading. What am I upgrading? I'm not getting any promotional discount. I'm purchasing merchandise, at cost...just like I would be at any retail location. I feel like this is a fraudulent practice because I'm basically being charged twice for one product/service. If I were getting a discount or having a store employee activate my sim, I might be able to understand the charge. But to charge me this $25 when I've already paid it, and I took the sim card out of my old phone and put it in my new one (not your store employee), seems unacceptable.
Product_Or_Service: Other /Alcatel Idol 3/$40
Account_Number: XXX-XXX-XXXX
Other (requires explanation) A refund or credit of my $25 is reasonable as I shouldn't jabber to pay them when I simply took my Sim card out of my old phone and put it in my new phone. I think it's also prudent to reexamine this policy for merchandise purchases. Perhaps a different price for outright purchases vs. promotional or discounted purchases.
August 31, 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 that she brought a new device in an Authorized Cricket retail location. She states that she was going to use the same SIM card that was in her old device and essentially purchased the same model of phone that she had before. Ms. disagrees with having to be charged an upgrade fee for the same device.
Ms. was contacted by telephone on 8-31-2017. It was explained that the in-store activation fee is a part of Cricket's standard fees. An exception was made and a $25 credit was issued because Ms. changed to the same type of device.
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 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
Bought a third phone for my account and a online customer rep put it on the wrong account and they want me to pay extra $30 to correct their mistake.
Thursday, August 24, 2017 at 6:00 p.m. I went to a Cricket store on Niagara Falls Blvd to add a third phone to my account. The sales rep did not have the brand of phone in-stock and stated try onlineyou will save the activation fee and time because they could mail it directly to you. I agreed and went home online and spoke with an online Cricket Rep they started the process I told them I wanted a third phone with a new number added to my account that I already had. Instead of accomplishing it they somehow setup an additional account and told me that I was all setwhen the cellphone comes in the mail I can easily activate it. I called the company online again once it arrived and they had trouble doing so. After over an hour of waiting they told me that I needed to pay an additional $30 because it was setup in the wrong account and they would need it to close that account. I already paid $177 for the phone which was a $129 for the phone and $30+ for the telephone plan. He stated that he can not help meI stated he need to give me a supervisor and that I should not have to pay for their customer service reps mistake. Eventually a supervisor reached the phone, she apologized for the trouble and said that it was on their end a technical system problem that they had to fix and that she would personally need time (24-48 hours) to personally correct it without any additional monies being given from my part. After 72 hours the telphone was still not on nor activated. I called again today Sunday, August 27,2017 at 2:30 pm because I had not heard from anyone. I received a new rep who I had to explain the entire situation to and they too held me on the telephone over an hour of time before finally stating that they needed $30 dollars from me to make the switch. I restated to them about the customer rep and that they stated they were resolving this issue for me without. The customer rep restated multiple times that he would not be able to resolve the issue without a payment. I told him (in more words or less) about the hardship I had experienced being that this extra phone was intended for my thousands of social media group callers and not having this line in the timely matter is causing me and them to miss out on financial opportunities that would benefit me. And that the extra payment was an inconvenience and he offered to accommodate with a $45 dollar credit once I paid $30 to have them switch the account. I asked him to please send us a text with this agreement. He did not agree to thatthen I asked him that I needed to speak with his supervisor who he kept leaving the conversation and putting me on hold to speak with. Finally after a 45 minute of wait I called them on another line to speak with an additional rep and magically he finally answered the phone and said that HIS NAME WAS LOUIS employee number 1045171 (he refused to provide me his last name). He asked what the situation. I reiterated the entire situation and what I experienced and he too stated that his only way to solve it is that I send them another $30 to the account. I told him that I had been a customer for approximately 15 years with Cricket and from what I had experienced. He stated that there was nothing that he could do, and that there was no one else who could help me to accommodate my request of switching over the third phone to my account without an additional $30 nor accommodating me for my time I spent trying to resolve this issue.
I want to be compensated for my time and inconvenience of not being able to use my new phone that I paid $177 dollars for. I have spent 8 hours of my personal time trying to resolve the problem with no comparable resolution. Compensation in the form of: - $80 ($10 an hour spent on the phone) -service of the phone turned on with no more additional fees.
September 12, 2017
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by ***. In this complaint she stated that she was unable to activate her new line of service without having to pay again for service.
We attempted to contact Ms. on multiple occasions via phone with intent to amicably resolve her complaint, but were unsuccessful. For this reason, we are unable to provide a resolution at this time. If Ms. would like additional assistance she can contact *** at the contact information she provided via voicemail.
We value feedback and apologize for any inconvenience or poor service she felt he received. Cricket strives to provide excellent service and we regret when that high standard is not met.
We thank for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
I have Cricket Wireless as my provider, my billing cycle is the 20th of every month. On Sunday August 20, 2017 my bill came due. I came to the store to pay my bill and the associate said the systems were down and have been for hours and I would not be able to pay my bill. She also mentioned this was a nation wide outage.On Monday August 21 my service was suspended I called customer care and explained the situation to them. They admitted the systems were out across the nation but would not restore my service until I went all the way back to the store to make a payment. Ok so here I am traveling 30 minutes again to pay my bill. I set up what they call bridge pay. It s a service that allows you to pay half of your bill for a 10$ fee and the remainder due 6 days later. In my scenario I paid 53.70 and had a remaining balance of 77.70 to pay by Saturday August 26, 2017. Today August 25 2017 I woke up to my phone service off again. I wasn't aware until I tried to call in for my company conference call that I also missed and was penalized for due to this situation.I called customer service again, I spoke to a woman or approx 45 minutes. In this conversation she was trying to tell me I made "changes" to my account in turn voiding my bridgepay option. I asked what changes were made and she said I "upgraded" my phone on August 24th. I explained several times that I did not do that, that Cricket doesn't even allow changes to be made during a bridge pay and that there must have been a glitch in their system, she just kept saying "unfortunately the system shows you made changes and I can not do anything until you make a payment of 86.70 today"I said several times there must be a system glitch and she was not hearing it and said she would be transferring me to a supervisor and hung up. I called back and spoke to a representative, He completely understood my concerns and did not understand the glitch and tried several times to restore service and was told by management he could not.
Product_Or_Service: Apple /7 Plus 128 GB/Unlimited 2 for 80 and 40$ pl
Account_Number: XXX-XXX-XXXX
Other (requires explanation) I want them to take accountability for their actions and understand that sometimes systems fail, that it was not my fault I couldn't pay on due date and should have kept my service on until next day and the fact I was shut off 2 days before my AGREED date and forced to pay 2 days early to restore service is unfair. They need to make it right for their customers. I want the restore fees and 2 days refunded back to my bill.
September 6, 2017
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 he enrolled in Bridge Pay (BP), a service that allows customers to break their monthly fee into two easy payments. Ms. second payment was scheduled for August 27th, 2017. On August 25th, her services were suspended. She contacted customer service and was told that she made changes to her account voiding her Bridge Pay. She was told she needed to make a payment to restore her services. She is asking that we take accountability for this error, and refund for her two days.
Cricket researched Ms. account and found that there was an IMEI number change and an account feature removed while the account was enrolled in Bridge Pay. These changes should not have gone through while the account is on Bride Pay. We created a case to further investigate and see if there was a glitch in the system. Per technical support's investigation, the account was suspended due to changes made to the account while on Bridge Pay
We called Ms. on August 1st, 5th and 6th 2017 to explain the aforementioned with no success. We also sent her an email with our contact information. We are making a one-time courtesy adjustment to assist with the account suspension. If Ms. still needs assistance please have her contact Emilio I at XXX-XXX-XXXX.
We apologize to *** 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. McCray for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
***
*** XXXXX
Shady tactics. Undesired phone same day attempt at an exchange for replacement. Refund/Returns policy issues. Poor problem solving for resolution
Contract #*** Invoice ***
This is in regards to upgrading services and phones. One phone I purchased was the LG X Charge. I needed to wrap things up to go pick up my daughter from school so a bit hurried. I got a LG Stylo 3 for my wife and the LG X Charge for myself. I did not realize the LG X Charge had a non removable battery and non removable back. That is a deal breaker for me. Down the road non removable batteries cause many issues. I never could own a device of this type. Unfortunately I purchased a case with that one luckily not a screen protector. Two hours after purchase I tried to exchange the product for a LG Stylo 3 for myself. *** who is a great sales rep and good at his job, phenomenal even, had to tell me that he could not exchange the case and supplied Crickets no refunds or returns policy in regards to accessories. The next day I spoke with his manager she is also very helpful, kind, respectful, and great. She ended up having to tell me the same thing due to company policy. I can exchange the phone but no matter what I do the Phone case will be charged to me total 24.99 without tax. The part that makes no sense is the fact that if they could exchange the case and the phone Cricket would still have profited more from the exchange vs not. Plus all of the product I purchased are in mint condition and still are. I was willing to purchase a new case, Tempered glass protector, LG Stylo 3. I have contacted the chat team and called as well. They quoted polices and a few even hung up on me. I remained Professional throughout this situation. This policy only serves to deter customers from returning their phones. That way sales reps only have to sell an accessory and then it makes the return seem horrible. Unethical in my opinion as well as not making logical sense. The phone cases are non perishable and tough easily put back on the shelf further convincing me of shady business tactics. The policy does not blend well when I am going to pay you more for a phone better suited to my person and go all out on accessories. I should not be paying for a case that will end up being valueless to me. Then I should turn around and buy more accessories as well? this is distasteful business policy. In a competitive market it amazes me that the bad reviews are worth it. This is and still is a simple exchange that Cricket refuses to do for no logical reason whatsoever. Now I just have a phone I do not want and a bad taste in my mouth. I only wanted to be treated right. Your policy is not socially responsible at all.
Exchange, Refund, Credit, Return, Discount etc. I just want the 24.99 plus tax back in some way so that i am not being ripped off.
Cricket corporate office agent called and resolved the complaint quickly. Thank you Revdex.com and cricket. Thank you for your service and time
I am disabled and I went into a cricket store and told them I had metro pcs and I have a medical condition and wanted to transfer my number well they said I couldnt cause tmobile owned them and come to find out att does well I needed 911 and my metro pcs doesnt work good in that area thank god my neighbor helped me
Account_Number: XXX-XXX-XXXX
Other (requires explanation) I would like to switch to cricket for free and do it other then the saint cloud fl store so and get a good reliable phone for all these rude lying people
September 6, 2017
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: Ms. ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by Ms. *** regarding Cricket Wireless. In this complaint, Ms. states she went into a Cricket store to port her line from another carrier and was advised they would not be able to assist her because they are owned by T-Mobile. She states she feels the Agent provided her with incorrect information.
We spoke to Ms. who explained the agent told her they were owned and operated by T-Mobile not Cricket Wireless, and couldn't port her lines over or offer her equipment at a discounted rate. She states she didn't believe the Agent and wanted to report them. We apologized 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 advised Ms. since she felt she was misinformed at that store location that she could also request to port her service over via an online order. She said she would probably do that once they are able to. I offered to assist her with a partial credit once she gets her service established due to the incorrect information she was provided. I also provided her with my direct phone number so that I can assist her once the port has completed.
We thank Ms. for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless
Customer Corporate Relations
3 Weeks ago the cell phone in dispute stopped working. I called in to the company to receive a new one. They told me it was covered as it is less than a year old. I needed to bring it to any ups drop off where they would create a label, package it and ship it for free. I went to KAPCO pack and ship where the lady told me they had no way to get the label but she could ship it to Cricket Warranty center located in Benicia California for $15.00. I needed the phone back asap as we had some family circumstances that required a phone to be available at all times. After I returned home I decided to call Cricket Warranty and figure out why it cost money for me to ship the phone. They told me it has to be a UPS full time store. I told them there is not one located within 100 miles and they told me I should have called them and they would have gotten a label for me to send through usps but it would have taken a couple more days. I told them I needed the phone asap so they told me it will be fine the phone should arrive in a day or two. I called back the next day (Thursday) to check on the status of the phone and they told me it had arrived but will not get checked till Monday then shipped out Tuesday. Ok that's fine by me. I called on Monday just to check on the status and they told me the phone was no where to be found. They would do some more checking and ask the manager. Called again Tuesday and they tell me it's in California at the wrong Warranty center. It was supposed to be at the Warranty center in Indiana. It would be a couple days before it arrived and would be checked. Called Wednesday to see if it was in Indiana and they told me they have no idea where it is. I needed to go to KAPCO to have the package recalled. Don't think that's possible. A little later Wednesday FedEx drops off the package back from California with a kind note from Cricket Brushes saying they don't work on phones. Now I have to send it again this time to Indiana waiting over 2 weeks for a supposed 1-2 day ordeal.
Account_Number: XXX-XXX-XXXX
Other (requires explanation) I want a few things. One I want a phone in the next 30 days. (Yes I have lowered my expectations that far). They told me originally 1-2 days total, in reality it takes 3-5 days. So I want that false advertising removed. Two I want refunded because I went and bought a new phone ($55.00) because we absolutely had to have one with a family member in failing health. I also want my money back for the shipping ($15.00) that was supposedly free. Total of money they owe me is $75.00
September 6, 2017
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 his complaint, he reports that he processed a warranty exchange the first week of August 2017. He was told he needed to bring it to any UPS drop off where they would create a label, package it and ship it for free. Customer went to a Pack and Ship store where he was charged $15 and his device was sent to the incorrect warranty center (located in Benicia, California). After several calls the device was returned back to the customer with a note "Cricket does not work on phones". Mr. contacted the warranty department and he was provided a return label for his device exchange. He is requesting we send him a replacement device, issue a $55 refund due to him having to buy a new phone in the meantime, and a $15 refund for the shipping charges he incurred at the Pack and Ship.
Cricket listened to Mr. warranty calls to make sure the information given was correct. Per our investigation, we found that the agent provided the correct information for our UPS Store option, and the agent reconfirmed with the customer they must visit a local UPS store. The agent confirmed the RA number twice and stated it would be noted in their instructions. The customer confirmed that he had no questions on the directions provided for returning the device.
We contacted Mr. and explained the aforementioned. He stated that the instructions were not clear to him and that is why he took it to the closest shipping store. He also mentioned that he received his device back from Cricket's warranty department with a note stating that the device was returned due to physical damage. He states that the device has no physical damage and is inquiring about a new device. We contacted our warranty department and found that the device was returned due to physical damage, but we created an exception and sent a replacement. We provided the information to Mr.. He understood. We were able to come to an amicable resolution that Mr. was happy with.
We apologize to *** 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 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 do not accept it for a few factors. Yes the RA number was stated but the UPS intstructions were not clear. I asked them on the phone any where that ships ups? The person replied yes. Second 3 days after shipping the package I was told it had arrived and was in their inspection department. Obviously not true considering as it turns out it was in California instead of Indiana. Where did they see that it had arrived? I called in two days later to see if it was on the way and they told me it was lost and they didn't know where it was. That is a lot of miscommunication that shows the company has very poor record keeping. Next I called in a few other times for status check ups and while waiting on hold for the operator to check the records I was hung up on. I also was yelled at by one operator when I grew a little frustrated with the entire process. I might not work at customer service but I know that you should NEVER yell at a customer. That is very inappropriate. Another reason I do not accept is the false advertising that this Warranty center claims to have. They claim to have a new phone to you in 1-2 days. In reality as I was told by a customer service representative that it takes 1-2 days for a phone to arrive in Indiana. Then it undergoes an inspection that takes 1-2 days after that if it passes *** a new phone is sent out. That also takes 1-2 days to arrive. So in reality a "1-2 day process" takes 3-6 days if everything goes as planned. My final reason of complaint is the Warranty inspection that my phone didn't pass. Why does it affect the Warranty if the phone has a couple of small scratches on the front. How does that little scratch cause the internal system to stop working? Try to find a phone that is in perfect condition that has been used for up to a year. Spoiler alert there is NONE. There is no way possible it will be in perfect condition. They can get scratched in your pocket. This seems like a cheap way to get out of 90% of all Warranty claims.
September 14, 2017
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir,
This correspondence is in reference to a rebuttal filed by *** regarding Cricket service. From the last complaint Mr. states that he does not accept a few factors on our response. He states that yes the RA number was given to him, but the UPS instructions were not clear. He called a few times to check on the claim status, he was hanged up a few times, and also he was yelled at. Another reason, he does not agree to our response is, he feels we are providing false advertising when we tell him that a replacement will be received by him in two business days. When he contacted customer service he was told that it takes 1-2 days for the device to arrive at the warranty center, another 1-2 for inspection, and 1-2 days for a replacement to be delivered back to him. He states that the whole process takes 3-6 days instead.
Again, we apologize to Mr. for any inconvenience or poor service he felt he received.
As stated in the initial response, Cricket listened to Mr. warranty calls to make sure the information given was correct. Per our investigation, we found that the agent provided the correct information for our UPS Store option, and the agent reconfirmed with the customer they must visit a local UPS store. The agent confirmed the RA number twice and stated it would be noted in their instructions. The customer confirmed that he had no questions on the directions provided for returning the device.
We have reached out to the Vendor Manager to further investigate, why was Mr. yelled at and hanged up on. We will provide further coaching, so this does not happens again.
Please note that we have three warranty options. The warranty option that was originally offered to Mr. in August was the UPS warranty Replacement. In this option the customer must obtain a valid RA by calling the Cricket Returns Center at 1-800-CRICKET (XXX-XXXX) and providing their phone number, account PIN and confirming their shipping address. Once a valid RA is obtained, the customer will be directed to the nearest UPS Store for processing and return of the device. The customer can expect to receive the replacement device within 1-2 business days (No weekend Delivery). This option is at no cost to the customer. Mr. had to process a new claim due to the first claim not completed successfully, and the device was returned to sender. Mr. processed the Post Exchange claim, where customer sends back their device and upon receipt of it a replacement is sent out. This process takes around 5 days including the shipping time. For complete warranty information visit: ***
Our position on this matter remains the same. Based on the aforementioned, we respectfully request that his complaint is closed at this time, as we are unable to assist further.
We thank *** for his communication and trust that this explanation properly addresses his concern.
Regards,
Cricket Wireless, Customer Support
(The consumer indicated he/she DID NOT accept the response from the business.)
Providing more training doesn't really solve the problem. How do I know that the training actually happened? That can easily be stated without anything happening. Maybe instead of further coaching you should change Warranty centers. Obviously this group has major issues in communication from telling me the phone had arrived and was being checked in to the rude customer service representatives. This terrible experience has led us to almost dropping cricket wireless as our phone provider. When people ask what we think about cricket I have no choice but to tell them that cricket is fine but do not plan on having your phone covered by Warranty. I still haven't received explanation on how a small scratch on the surface of the phone can somehow ruin the internal system and void the Warranty. I still stand firm in that cricket wireless or cricket Warranty owes me $70 for the purchase of the phone I had to buy due to the lack of having a phone. Yes I received $20 but that still doesn't cover all of cost I incurred due to your faulty Warranty center. I also think it needs to be made clear that it has to be a full ups store and maybe they need to research if there is a local ups center for the customer to send it through.
I purchased an LG Fourtune phone located at the Cricket Store on *** for 39.99 as a replacement for my daughter and was charged a $25.00 activation fee for the store representative to do absolutely nothing. These cards work off SIM cards so I simply transferred the SIM into the new phone and service was active. Cricket is taking advantage of its customers by charging a fee for a service not rendered. The store clerk Brenda did not activate anything so why did she charge me the fee? When I complained about the fee she was showed no compassion or remorse and simply told me talk to the manager Ali or call the complaint line. This was a disservice to a loyal customer especially seeing that I have 4 lines with cricket and have been a loyal customer for quit some time.
Product_Or_Service: LG /Fortune /Basic
Account_Number:
Other (requires explanation) I would like a refund for the $25 activation fee & to be contacted from the manager with an apology. I would also like the store clerk Brenda trained o. Compassion & customer satisfaction because she clearly did not display neither. She was too busy trying to finish up with me to hangout with her friends who had walked in behind me.
August 29, 2017
Revdex.com
Online Complaint
Complaint No: ***
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by ***. In this complaint, *** states that she did not have a good store experience at one of our Authorized Retail locations located in Houston, TX. She states that she wanted to simply switch a device on her account and was charged a $25 upgrade fee. She further explains that the store advocate overcharged her for an accessory, and did not correct the inaccuracy after her purchase.
Ms. was contacted by phone on 8-30-2017 by telephone. Her store experience was discussed. It was also explained that we value her as a customer, however customers are responsible for the $25 upgrade fee. The store experience was escalated to the Market Director. A one- time $30 service credit was issued to Ms. account, because Cricket aims to provide a satisfying experience, every interaction.
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 Ms. for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
On 8/19/2017 I went to the Cricket wireless store in Cheraw, SC to purchase service for my children to replace the provider that we were currently using. I was explained that if I ported their phone numbers I would receive a discounted rate on new phones. I asked them to go ahead and do so. The employee contacted the previous company and ported the numbers without an issue. I payed for my transaction. The purchase including everything totaled $215.18. Immediately after paying for the services and phones, the employee made a test call to the phine number. When the test call did not work on the numbers she then called the previous provider to find out if the ports had gone through properly. The company stated that they did however, the service through the previous company was not active and the phone numbers would not be able to be put on the new provider. The employee failed to ask me in the very beginning of the transaction if the phines had service at that moment. I was unaware that this was needed to switch to cricket and keep the same number. She acknowledged the fact that it was her error and she should have asked that question. She then stated that the manager said that we could pay the differences in price for the phones and have new numbers. I stated that that is not what I wanted and my children wated to keep their numbers. I asked for a refund. After 3 long hours of sitting in the store and the employee back and forth on the phone with her manager trying to rectify the situation without giving me a refund, when all I wanted was a refund, she stated that the manager said I have no choice to take the phones and the new numbers because I would not be getting a refund. I called the police and filed a report. I took the report to our magistrates office and will be filing a civil suit against this company.
Account_Number: XXX-XXX-XXXX
Other (requires explanation) I would like to settle this out of court however, if it has to go through the process i will let it go.
September 5, 2017
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: Mr. ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by Mr. ***. In this complaint, Mr. states he went into a Cricket store to port over his phones and activate a new line. He states the Agent processed the port request and provided the SIM kit for the line he was adding with a device he already owned. He states once the agent attempted to make a test call she discovered the lines he was attempting to port over were suspended by the previous provider and could not be ported over. He states the Agent then told him she could provide new numbers but it would cost additional monies due to him not being able to use the discount provided for port in lines. He states the Agent told him that she should have asked him if the lines were active prior to starting the order and apologized for not doing so. He states he then asked to just cancel the order and provide him a refund due to the misinformation provided. The Agent advised she could not provide a refund. He feels Cricket was trying to rip him off as he was told one price then told a different price after the agent made the mistake, he is asking for a refund for all the charges he incurred during this process.
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 reviewed Mr. account information and were able to determine that there was a request to port that was canceled and a new bring your own device account added, with no usage.
We contacted Mr. and apologized for the inconvenience with regards to this issue. We advised him we will issue a refund for all of the charges associated with the transaction. We also provided our direct contact number should he have any additional questions or concerns.
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
(The consumer indicated he/she ACCEPTED the response from the business.)
Cricket agent was polite and because of my understanding that this was not the fault of the coorperate office but that, of the franchise owner of the local business. I was satisfied with their attempt to make things right. I have no issues with the business and believe the went above and beyond in trying to make things right. As for the indepent owner of the local store I have no choice but to continue a suit no longer for the refund but for the filing cost of a civil suit since they told me to go to court. Thank you for the assistance in resolving the matter and thank you cricket coorperation for honoring the committment to serving your customers and those who utilize stores that fall under your umbrella. We are happy with the results on this end.
I had Cricket for 6 months and service was sub-par in the Atlanta metro area, so I decided to go back to my previous provider - Straight Talk. The subsequent events have had me on the phone with customer service for more than 15 hours because of a lack of competence on the part of Cricket (AT&T) and their awful customer care.I called to port my number the first time a month ago and it didn't work, so I purchased another month of Cricket service to give the port time. Over the course of the last 6 days, I've experienced multiple terrible customer service experiences and Cricket holding my phone number hostage with no explanation or recourse. I want to keep my number, the number they've held hostage, and so I've been without a phone for 5 days now. A phone and number that I rely on for my job and well being (which I told the Cricket CS rep, they didn't care). I and Straight Talk called them multiple times to figure out why the number would not port, for the first few days they claimed the account number was incorrect, then they claimed T-Mobile and Sprint had port requests (which I confirmed,neither did), this went on for multiple calls and customer service putting me on hold and hanging up.Finally, 3 days ago, they said my account had been suspended for no payment. They said I had to pay $20 to get my account active again - I did. The next day the port still did not work. I called back and they said I needed to pay an additional $38 to release the number. Let me be clear here, Cricket had control of my phone number (a number I've had for 16 years) and was holding it hostage because I was changing service providers. This is totally unethical, but I paid because I had no choice. After this, the port still didn't work - after another few hours on hold (with CS rep that barely speaks English - none of them do), they said it will take 48 hours for the number to be available again....I'm still waiting. So after a month of holding my number hostage, I don't know when I'll get my phone back.
Product_Or_Service: Apple /7/$45 UNLIMITED
Account_Number: XXX-XXX-XXXX
Other (requires explanation) I want my phone number ported successfully to straight talk and to be refunded for $58 they charged me for "getting my account out of suspension" -- and compensated for my time wasted: ie the hours of my time on hold and wrong/no-answers and for the dent in business for the 5 days of having no phone. It has cost me at least $150/day for the past 5 days.
August 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, *** states that he had experienced technical difficulties when porting and had to make an additional service payment to keep his line active for a successful port out. Mr. requests the $58 to be refunded to him.
Mr. account was thoroughly researched.
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.
Notwithstanding the above Terms and Conditions, an exception was made and his payment of $58 was refunded. 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 for him for his communication and trust that this explanation properly addresses his concern.
Regards,
Cricket Wireless, Customer Support
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the refund, even if, as your response states, you can justify this fee per your terms and conditions, the customer service was of such poor quality (wasting hours of my time on hold waiting for answers that were mostly wrong or never given) that a monetary response in the form of a refund is the least Cricket should do.
Thank you for your response, it is unfortunate that a Revdex.com complaint is the only way to get a response from a customer service person both literate in the English language and with power enough (or willingness) to resolve an issue.
I have had poor customer service I have had problems off and on fir about a year and hear recently my phone looses service everyday this past month and half 20 plus times. I have called and ask for them to fix it have been told that it was a tower problem and it would be corrected the next day and they qould call still to this day not fixed and no call have called cricket back and ask to fix and to credit the 21 days four this month only I have 5 phones for tgem but one that is for me daughter who lives in Tulsa *** doea not have problems but the four others locayed in afton *** have the problems
Account_Number:
Other (requires explanation) To be credited for the loss of service and to correctly fix the problem
August 30, 2017
Revdex.com
Online Complaint
Re: ***
Complaint ID: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by ***. In the complaint, Mr. states he's had intermittent problems for about a year with the Cricket Wireless network. Mr. further explains that recently his device loses service every day in excess of twenty times. Mr. claims that he has called and asked for them to fix it have been told that it was a tower problem and it would be corrected the next day. However presently the problem with his service still remains. Mr. is requesting credit for time without service.
We contacted Mr. on August 29, 2017. We explained that per findings from our technical support department, Mr. is in a low/limited coverage, therefore he will keep experiencing low coverage in his area. In conclusion for the inconvenience, we have applied a one-time courtesy credit of $60 to his account. Mr. was not satisfied with the resolution.
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
Besides other problems, this LG Fortune phone has serious problems, such as turning on by itself, ringer/sound profiles changing from silence/vibration mode to high volume by itself, and not able to decline or answer calls sometimes.
Product_Or_Service: LG /LG Fortune/
Account_Number:
Other (requires explanation) Exchange to a different brand of phone, say, Samsung, without any charges.
August 30, 2017
Revdex.com
Online Complaint
Re: ***
Complaint ID: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint rebuttal we received by ***. In the complaint, Ms. stated that she purchased a defective device Ms. claims that she has only experience issues with her device such as turning on by itself, ringer/sound profiles changing from silence/vibration mode to high volume by itself, and not able to decline or answer calls sometimes. Ms. is now requesting that Cricket exchange or replace her device with a different model.
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 (***) 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.***.
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. We ask that he please refer to www.cricketwireless/terms for additional information
We spoke with Mr. on August 27, 2017 and explained the above policies and also educated Ms. on how to file a warranty claim. However she declined and stated that she want a different model. Mr. was not satisfy with the explanation that was given to him.
We apologize to Mr. 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 her communication and trust that this explanation properly addresses her complaint.
Regards,
Cricket Wireless
Customer Corporate Relations
***
/
Signed up on 4/22 for basic plan with monthly service fee automatically withdrawn from checking account.Visited family in VT Aug 5th through August 19th. I was only able to get reception a couple of times during and the phone broke apparently broken on August 9th. I wasn't able to tell until I returned home late in the evening on August 19th.I went to the Cricket store on August 20th (Sunday) to cancel service and was told the computers were down and I would probably want to keep service until I got my new phone and ported over my phone number and contacts. Got new phone and service from another carrier this morning (August 21). However, after multiple attempts to contact Cricket via the phone and internet, the service tech was unable get perform the port. In the meantime, Cricket automatically withdrew the service fee (August 20 to September 20) from my bank account. When I returned home I called and cancel my Cricket Service and was told I could get a refund but I would have to have my bank do it'??'??'??'? Can you put me in touch with someone who can return my money'Thanks,
Product_Or_Service: Other //
Account_Number:
Other (requires explanation) Return the $35 you took to of my account on August 20 for next months service. I haven't been able to use Cricket since August 9th, and I have cancelled my service!
September 1, 2017
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by Ms. *** regarding Cricket Wireless. In this complaint, Ms. states she attempted to cancel her service because of a broken phone but was told to wait until she get a new device and port her number out so that she wouldn't lose the number. In the meantime, her next bill was processed and payment was received through our auto pay process. She is requesting that payment be refunded back to her credit card.
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 reviewed Ms. account and found that there was a notation regarding her calling in about her device issue and to cancel the service. We do believe it should have been canceled prior to the draft from her credit card. We issued a refund request to have those funds added back to her credit card for the timeframe in which the account should have been canceled.
We attempted to contact Ms. on several occasions to provide her with our resolution but we were unsuccessful in speaking to her. We were not able to leave a voicemail messages that included our contact information because the voicemail service not being activated.
We thank Ms. for her communication and look forward to hearing from her should she need to further addresses her concern.
Regards,
Cricket Wireless
Customer Corporate Relations
My husband and I went to the Cricket Wireless store Sunday, August 20, 2017. We were sold a mobile plan and given "free" LG wireless phones. Before we accepted the plan we stated that we live in a rural area that barely received wireless internet service and that we absolutely need wireless phone service. The employee stated that we would get coverage and if not, we could cancel the purchase. When we returned home on Sunday evening the phones had zero service. They only allowed us to dial emergency 911. I returned to the store Monday morning and asked for them to take the free phones back and return my activation fees and other fees of $131.14. They refused to take the phones and also stated that they would not refund my initial charges. I told them that it had not yet been even 24 hours and that the phones did not have any service. My husband is 69 years old as well and we need phone service. The employee told me to sell the phones for $30.00 each online to recoup some of my initial cost. This is not what was told to me during the initial purchase. I was misled to believe that if I did not get service I would receive a refund. When I asked for a manager after being completely frustrated the store told me that the manager, ***, would not be in for two days because she had school and there was no one else that change what has already been communicated.
Product_Or_Service: LG //
Account_Number:
Other (requires explanation) full refund of $131.14 and for them to take their phones back that have never been used.
August 30, 2017
Revdex.com
Online Complaint
Complaint No:***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by ***. In the complaint, Ms. states after purchasing service and receiving 2 free phones during promotion time, she was told that she would have service in her area. After returning home, she had no service and was limited to making emergency calls only. Ms. returned to the store within 24 hours to return the device and get a refund. She was denied the return and refund for service. Ms. is requesting that the phone be accepted and she rightfully given a refund.
We have attempted to contact Ms. via phone but we have been unsuccessful. For that reason, we are unable to provide a resolution at this time. Our office hours are Monday through Friday 9am-6pm EST. Should Ms. like to discuss her case in detail, please contact*** directly at ***. If we are unable to answer, please leave a voicemail and we will respond accordingly.
We apologize to Ms. for any inconvenience or poor service she felt she received. We thank Ms. for her communication and we hope to hear from her soon.
Regards,
Cricket Wireless
Customer Corporate Relations
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not have any messages from Cricket Wireless. They obviously have my cell phone number, but have not called to resolve this matter. I personally went into my local store, and called the national cricket wireless phone number, but nobody could help me with this matter. Cricket Wireless can call me at *** to resolve this matter. If they do call, please leave a message if I can not get to the phone.
September 13, 2017
Revdex.com
Online Complaint
Complaint No:***
Dear Sir/Madam,
This correspondence is in reference to a rebuttal filed by ***. In the rebuttal, Ms. states we have not called her she has not received any messages from Cricket Wireless. Ms. requests that we leave a message if she is unable to answer.
We have attempted to contact Ms. several times via the number in our initial response. We attempted to contact Ms. on 9/13 also. Ms. voicemail has not been setup and for that reason, we are unable to leave a message. We have also reached out to the customer via email with our contact information. Our office hours are Monday through Friday 9am-6pm EST. Please have Ms. contact*** directly at ***. Contacting us directly, we can streamline the process and provide a resolution. If we are unable to answer, please leave a detailed voicemail with a good time to return the call and we will respond accordingly.
Regards,
Cricket Wireless
Customer Corporate Relations
I bought the phone about a month-and-a-half ago my husband dropped it and the screen shattered making the phone unusable cannot call out or text out or receive calls or receive texts. Contacted cricket about a repair or new phone they said I would have to buy a new one. I paid $200 for just one phone. I don't even want a refund I just want a new phone I was not told when I bought the phone that I could buy insurance and was not given a receipt as well
Product_Or_Service: Other /Zte blade xmax/Smart plan
Account_Number:
Other (requires explanation) Just give me a replacement.
August 29, 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 purchased a ZTE Blade X Max device in May 2017 and the screen shattered. She states that Cricket Wireless refuses to replace her device and is requesting a replacement.
Per our Terms and Conditions located at: ***. Damage to the device is not covered under warranty. Cricket understands that a customer's device is an important part of their lives. To protect their investment Cricket provides options. The Cricket Protect option which if purchased, protects the device from loss, theft or damage including water or physical damage. There would be an insurance claim process and a deductible if the customer would choose that route. Ms. did not choose that option.
On August 29, 2017, Cricket Wireless Escalation Manager Damaris spoke with Ms. and explained the benefits of Cricket Protect and advised her that we are unable to provide assistance with the replacing of the damaged device. However due to the unforeseen circumstances and the need for a resolution, should Ms. decide to upgrade her device, Cricket will issue a $25 upgrade fee credit to her Cricket Wireless account as a goodwill gesture. This offer will remain in effect until October 31, 2017.
We thank Ms. for her communication.
Regards,
Cricket Wireless
Customer Corporate Relations