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Harbor Mobile Inc.

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Harbor Mobile Inc. Reviews (4)

Complaint: ***
I am rejecting this response because: Mr G*** claims that their rep was not rudeBut she wasShe certainly wasas for all the other details that he has listed- the biggest frustration is that from late friday until monday morning I was not able to reach anyone at their company at all, although they claim to be a business reseller for cell phone services. I also feel harassed that I was called repeatedly from an unknown number yesterdayI do not want this company to call me at allI am just dissatisfied with their business practices and with their attitude towards the clients who pay their bills. Please tell them never to call my current number AGAIN.
Regards,
*** ***

Hi, Thank you for reaching out. I have discussed this with the rep who handled this port out request. The rep was not rude, yet I can understand the clients frustration. When a request to port out is initiated, since we are a re-seller, our...

process requires that we generate a unique account number and PIN for that line. The client did get abrasive asking for the account number and PIN and the rep was apologetic stating that she would do her best to expedite the process (which she did within 30 minutes vs 24-48 hours). In response to the account being locked, this is true. As Harbor is a re-seller, [redacted] is the wholesaler in this case and Harbor is the sole point of contact for all support/billing inquiries (We have 24 hour support). [redacted] is unable to assist any of our end-user clients directly as they are clients of Harbor, not [redacted]. Its kind of like calling buying a [redacted] phone from a local dealer, for all support, you need to go to the dealer not [redacted] for direct support. Same with harbor, we are the sole contact for our clients. Our port in and out policies are VERY transparent (this was pointed out on the call as well) please see https://tmobile.harbormobile.com/faq/ and click on the porting category, then click on "How do I port out of Harbor?" Here is a quote from that FAQ: Porting out is simple (yet sad for us to see you go). "Send an email to [redacted] with your request to port out. Please be sure to include your name, billing zip, number your would like to port out, and the carrier that you are porting out to. Please note that your line must be active and paid up to port out. Lines take 48 hours to be released before porting out. If you are looking to move over to your own account on [redacted], then please request a change of responsibility in your email to support. Do NOT try porting out your number before we have supplied you with your account number and PIN and ensured that your line has been released, as we will be unable to release your line. If you have submitted a port out request with your other carrier before being ensured that your line is released, then you must have the carrier cancel the port out request before we release your line." In our terms and conditions and FAQ page the port-out processes are made very clear and upfront. These are our limitations as a company and every client agrees to by signing up to our service. Of course, should a user need immediate resolution we go out of our way to assist, which we did. Getting kurt with our reps saying I want it now or else, even if we wanted, its a manual process which involves calling [redacted] which can take upwards of 30 minutes. I have tried calling [redacted] personally and have left a voicemail to discuss the matter further and extend whatever is needed to rectify the situation. I left my personal extension and hope to from him soon. Please feel free to reach out with any further questions. David G[redacted]

Complaint: [redacted]
I am rejecting this response because: Mr G[redacted] claims that their rep was not rude. But she was. She certainly was. as for all the other details that he has listed- the biggest frustration is that from late friday until monday morning I was not able to reach anyone at their company at all, although they claim to be a business reseller for cell phone services. 
 
I also feel harassed that I was called repeatedly from an unknown number yesterday. I do not want this company to call me at all. I am just dissatisfied with their business practices and with their attitude towards the clients who pay their bills. 
 
Please tell them never to call my current number AGAIN. 
Regards,
[redacted]

Hi, Thank you for reaching out. I have discussed this with the rep who handled this port out request. The rep was not rude, yet I can understand the clients frustration. When a request to port out is initiated, since we are a re-seller, our process requires that we generate a unique account number...

and PIN for that line. The client did get abrasive asking for the account number and PIN and the rep was apologetic stating that she would do her best to expedite the process (which she did within 30 minutes vs 24-48 hours). In response to the account being locked, this is true. As Harbor is a re-seller, [redacted] is the wholesaler in this case and Harbor is the sole point of contact for all support/billing inquiries (We have 24 hour support). [redacted] is unable to assist any of our end-user clients directly as they are clients of Harbor, not [redacted]. Its kind of like calling buying a [redacted] phone from a local dealer, for all support, you need to go to the dealer not [redacted] for direct support. Same with harbor, we are the sole contact for our clients. Our port in and out policies are VERY transparent (this was pointed out on the call as well) please see https://tmobile.harbormobile.com/faq/ and click on the porting category, then click on "How do I port out of Harbor?" Here is a quote from that FAQ: Porting out is simple (yet sad for us to see you go). "Send an email to [redacted] with your request to port out. Please be sure to include your name, billing zip, number your would like to port out, and the carrier that you are porting out to. Please note that your line must be active and paid up to port out. Lines take 48 hours to be released before porting out. If you are looking to move over to your own account on [redacted], then please request a change of responsibility in your email to support. Do NOT try porting out your number before we have supplied you with your account number and PIN and ensured that your line has been released, as we will be unable to release your line. If you have submitted a port out request with your other carrier before being ensured that your line is released, then you must have the carrier cancel the port out request before we release your line." In our terms and conditions and FAQ page the port-out processes are made very clear and upfront. These are our limitations as a company and every client agrees to by signing up to our service. Of course, should a user need immediate resolution we go out of our way to assist, which we did. Getting kurt with our reps saying I want it now or else, even if we wanted, its a manual process which involves calling [redacted] which can take upwards of 30 minutes. I have tried calling [redacted] personally and have left a voicemail to discuss the matter further and extend whatever is needed to rectify the situation. I left my personal extension and hope to from him soon. Please feel free to reach out with any further questions. David G[redacted]

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Address: 1017 Walnut St, Roselle, New Jersey, United States, 07203-2021

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