Reasons why I left Boost:
Endless network issues (resulting in days-long outages) are always met with the same “we're upgrading towers in your area” excuse; if you've upgraded your towers so much, shouldn't they be flawless by now???
The website/app makeover feels far more watered down when trying to locate/modify account information; I couldn't even check if the promotional +2GB of data still applied to my account.
When contacting support online, my request that they e-mail me instead of calling (because I'm at work) was always ignored.
I recently started getting roaming warnings for little things like entering the parking garage under my office.
4G was a VERY rare sight to see in my phone's status bar. Antenna was always at 0.5 out of 5, no matter how often I reset the PRL, etc.
I didn't enjoy visiting the physical Boost store in Farmers Branch, TX. The employees weren't helpful in addressing my issue and they kept blasting mariachi music from a boombox on the counter.
It took nearly FIFTEEN MINUTES to get a customer service representative on the line yesterday after meandering through an extremely frustrating web of automated menus; once I was transferred to -another- person, the new representative refused to provide me with my account number, and instead proceeded to aggressively pester me with other questions.
And the tipping point, the absolute LAST STRAW: My fiancé had an emergency in the middle of the night, half an hour away. He called me 17 times. How many missed calls did I have? ZERO. That was completely unacceptable, and had become a more prevalent occurrence in recent months. If I can't be reached, what's the point of paying for the service? With how terrible my service was since I first signed up on 1/21/2014, I know I deserve a big, fat refund.
The only UNLIMITED thing you get with Boost is PROBLEMS. I am now a very happy T-Mobile customer and get outstanding service for the same price. Should've switched a long time ago and saved myself all this hassle and stress. Prepare to lose at least two more customers, Boost, because I'll be aiding in switching my parents over soon. I am posting this review on multiple sites while Boost refuses to even acknowledge my issues on social media.
CHARLOTTE, NORTH CAROLINA -- On 12/4/15 I called and asked for my payment to be automatically deducted from my account. The person that I spoke to didn't do anything. On 12/21/15 my service was interrupted and I was not happy. I had to go to one of your stores to pay my bill. What is wrong with you people? I don't have to do business with Boost, there are too many others out there that would gladly welcome a new customer. Do you people even care? I am rethinking staying with Boost.
COLUMBUS, OHIO -- Today I spoke with Boost Mobile customer care for about the 8th time in within a week. The customer care have not been told that the Boost Mobile Server happened down for their hotspots. This server connection had to down for more than a week now and each time I called I was given the same run around.
Today I finally contacted customer care technical services which it had to be escalated from customer care because I had called 8 times. This is the only time in which they decided to escalate after the 8th time of calling within a week. Then today I was told that the server had been down. I was told by customer care for the past week that it was on my end so I troubleshoot it with Microsoft as well as with the maker manufacturer of my computer.
Troubleshoot did numerous troubleshooting and uploading downloading etcetera from my phone to see exactly what was wrong. However each time I received a message that it was the main server and it had ping from the server and did not receive any data. I told customer service this each time and they refused to believe that it was their server. After finally escalating to technical service which was after the 8th call I was told that indeed it was their server and that thousands of customers have called in regarding this. Ok Fountains of customers?
At what point in time if at any point in time with Boost Mobile to tell their customer care service representatives that indeed this was not the fault of the customer/client? However I'm sure at no time they would have told them that because bottom line is Boost Mobile what have to reimburse thousands of customers for their hotspots and for the non-usage. What I did was I paid for a double hotspots because I thought I was out of data. Shame on you Boost Mobile.
Any time I've dealt with Boost, I've received bad customer service (that's putting it nicely)... But this takes the cake! I dropped my phone and cracked the screen. Paid the $110 deductible for Assurant (Boost's phone insurance) to replace my phone. Get the "new" (I'm sure poorly refurbished) phone, but from the moment I activated it, it had a major problem that interferes with and often prevents me from using the phone just about every time I use it.
Called the ins co about the issue, was told to call Samsung since it is still under warranty. SS is more than willing to fix it, but the only way they can is for me to send it in. Samsung doesn't (and shouldn't) offer to give a loaner phone while it's being fixed... AND neither does Boost. How is this my problem??? The supervisor I spoke with told me that it was my fault and my problem for dropping my phone in the first place. Duh! But that's why you sell insurance to "valued" customers like me (idiot).
However, it is NOT my fault that they sent me a faulty phone for my $100. And now the responsibility falls to me to find some way of getting a phone for two weeks while Samsung fixes my phone! The supervisor's response to my complaint was that "We are a prepaid service, so we don't have loaner phones"... Interpretation: "We suck at taking care of our customers, but we were able to fool you into thinking you were not giving anything up by switching to Boost. Muahahaha!" The saying is true here... if it seems too good to be true, IT IS.
IOWA, CALIFORNIA -- My cell phone always paid two days prior to my cell phone invoice date. Boost shut my cell down. I am relied on by an elderly mother, I am the emergency number for a few. I need a cell for my own medical issues. This company intentionally shut me off in hopes I wouldn't have my confirmation number. Bad Business, inferior service, no reception and they sell their cell phones high, service low, but it's not worth the stress of not getting important calls and then to be shut off when we paid! I want compensated immediately!
Attorney General needs to make them return moneys to all phone users for purchase of cell phones and inadequate service. This company is preying on customers to steal from them. Beware of Boost. My cell will now be a test for services including areas they advertise service and I will continue to log and report the abuse to customers. Thank you. When you pay for service and just get ripped off, that business needs to go away.
DALLAS, TEXAS -- On May 29, 2013, I purchased a smartphone ($130 plus tax) and an unlimited talk/text/data no-contract service plan ($55 per month) through the Boost Mobile store located in the 3700 block of Forest Lane, Dallas, Texas. The clerk activated the phone and initiated the service through a telephone conversation with a Boost Mobile office. The phone has NEVER provided access to the services for which I paid.
After spending approximately 4 hours online in an attempt to learn WHY I could not access the features for which I was paying, and phone calls to Boost in an attempt to resolve the problem, I FINALLY was advised by the technical department of Boost that I could not access the Internet (thus, could not avail myself of 98% of the features for which I purchased this phone and top-of-the-line "service" to be used with this phone) because the "tower" that services my locale was "down" AND HAD BEEN DOWN SINCE MAY 13 and that there was NO indication when or even IF service would be restored to my location.
CLEARLY Boost Mobile sold me not only a useless phone, but also a service plan THAT IT KNEW IT COULD NOT FULFILL. After additional telephone calls with Boost (during which every single "manager" or "service representative" REFUSED any kind of compensation, offset, or credit to my account despite its taking money in payment for a service that it KNEW it could not provide), I learned that the "tower" was supposed to be reactivated by June 21.
On June 21,I again attempted to use features of the smartphone, only to discover that the service STILL was not available. It now is June 27, and the service HAS NOT BEEN RESTORED AND NO ONE KNOWS IF/WHEN THE SERVICE WILL BE RESTORED. Yet I can tell you that Boost Mobile CONTINUES TO TAKE PAYMENT FOR THIS SERVICE.
I have no way of knowing how many consumers continued paying for service they did not/could not receive because boost, by its own admission, never advised the customers that a tower was "down" and never made arrangements to make restitution to the customers who paid for service boost knew it could not provide.
Today, not only did Boost refuse AGAIN to make any kind of restitution for having committed FRAUD in taking money for service it KNEW AT THE TIME OF SALE that it could not provide, but also the franchise owner of the Boost Mobile store from which I purchased the phone (and paid the $55 for unlimited talk/text/data service) REFUSED to reimburse me for the phone that has never performed the functions for which I bought it THROUGH THE FAULT OF BOOST MOBILE.
The clerk at the store (a) REFUSED to provide the name of the franchise owner/store manager; (b) REFUSED to give me HER name (this was NOT the person who initially sold me the phone); and (c) tried to tell me that I had acknowledged in writing that the store would not take back the phone, no matter what the reason, unless I returned it within 7 days. This is clearly ludicrous - there is a 30-day return policy in every store with which I conduct business, and I would never have signed an acknowledgement restricting me to a 7-day return policy!!!!!!!! Boost had me sign no such "agreement."
Boost Mobile has committed FRAUD. It sold a service to that it KNEW at the time of sale that it COULD NOT PROVIDE. Sprint is complicit in that upon my bringing the matter to Sprint's attention, Sprint ALSO refuses to refund money taken illegally, and continues to sell service IT KNOWS IT CANNOT PROVIDE.
This is fraud. Boost Mobile should lose its authority to transact business in the United Sates: this is ILLEGAL activity, it is FRAUD, and it is wholly contrary to American standards of business ethics. As we all know, a foreign corporation transacting business within the United States is subject to the laws of the United States. Intentional fraud is illegal activity in the United States. Sprint should be prosecuted for its continuing and abetting the fraudulent practices perpetrated by Boost.
HOLIDAY, FLORIDA -- This man did not handle my complaint well at all. My girlfriend had gone in to pay for my monthly phone bill and he informed her that it was $50 and gave her a receipt. I wake up this morning to have my phone turned off. I had even got the text saying that my monthly bill had been paid. When I tried to make an outgoing call is when I noticed that the phone was no longer in service.
The BOOST MOBILE had a sign posted saying that it would be open at 10 but he wasn't there. I couldn't sit there because I had to go to work. I went back at 1:30. The OPEN sign was on and flashing but the door was locked. There was a return time of 1:30. But where was the representative? I went to convenient store next to the BOOST MOBILE because the representative routinely went back and forth between stores. The gentleman at the store called the representative and he said that he would be back in 20 minutes. Where is the professionalism?
And today of all days my phone had to shut off. My sister tried contacting me because she was having a health emergency. Lo and behold though she couldn't get a hold of me. When I asked the representative why he didn't inform my girlfriend that the bill wasn't completely paid he smirked and said it was because she was giving just $50 and that we should know our bill was $55. I just got BOOST MOBILE a month ago. This was my first bill that I had to go in and pay. I was not impressed one bit.
When I asked the representative for a BOOST MOBILE CUSTOMER COMPLAINT line he told me to look at the number on the receipt. It was the number to the store that I was having issues with. I asked him who his boss was and he said he was his own boss and that he owned the store. When I asked who he reported to at the end of the day and what not he said no one. How is that possible if BOOST MOBILE is a corporation?
He then told me that my bill was now paid and that the phone would be on in 10 minutes and that I was welcome to leave the store. When I continued to talk to him about my concerns he said that I had to leave now and that my issue were resolved.
This wasn't the first time that my girlfriend and I have had an issue with this same representative. When my girlfriend went in for her upgrade the same day I got my phone he upgraded the wrong phone... a phone that wasn't even on our plan and he somehow switched her line with a complete stranger. We didn't notice till we got home. Then we had to turn back and drive all the way back for his careless mistake. If he wasn't too busy playing music off of his phone and looking up different things then maybe he would have been able to handle the upgrade with no issues.
I don't imagine we are the only ones that have had issues with him. We have had two issues with him in a month and a half. WE are either unlucky or this representative doesn't know how to run this business and sure doesn't know how to talk to customers with respect and handle their problems. I would like to see this man removed from his position or to have this store closed. He is the only employee and he seems careless.
On Friday the 29th of May I ordered a phone off of boostmobile.com. I went with the additional ship since the fee was only an extra $5. Immediately after I received an email with an order number and it said once the item was shipped then I would receive the tracking information.
The afternoon of the next day I tried calling their customer support because I'd still never received the tracking number so I wanted to know if it was even shipped yet. I had to call back 8 separate times because when I am lucky to get an agent who understands enough English to not think the solution to my problem is to just over-talk me as much as possible or interrupt me at every point then they can't help me so I get transferred to telesales who has the same problem with the English language but they couldn't help me so they gave me the number to Nextel Brightpoint (their shipping service).
I tried calling that number in which I got a recording say "Our office is currently closed, our normal hours of operation are 8am to 8pm eastern standard time. Please call back during those hours." It was 1:30pm eastern standard time!!! Come to find out they aren't open on weekends which isn't a big deal if they'd just state that in their recording.
The following Monday when I called Brightpoint back. They finally were able to tell me that the phone I ordered was on backorder and they don't know when it should ship. It didn't state that anywhere on the website when I'd placed the order. I just cancelled the order and now wait to see how long it'll take them to refund my money.
The level of this company's customer service is ridiculous! If you are reading this and considering switching to Boost then save yourself the trouble and use another provider's plan because just about all other providers give you an unlimited plan with A LOT less hassle.
NEW JERSEY -- This is about very poor customer service from Nextel Boost and a nasty, sarcastic an arrogant supervisor (Steve) who raised his voice to me, a customer. Money was accidentally added to a wrong prepaid Nextel Boost phone for my child's phone. When I first call, I was told that a form could be filled out to credit the right account and I would have to speak to the customer credit dept. and I was put on hold for an extended period of time, so I hung up and called back and requested to speak to someone in the credit dept.
This customer service person (heavy southern accent) declined to do so and discussed the situation with her supervisor who told her nothing could be done and whoever owned the phone would keep the money that was put on it. I then requested to speak to her supervisor. The supervisor Steve (he refused to give his last name and again heavy southern accent) employee # ** came on the phone and I explained what happened for the 3rd time and I even explained that I had the receipt and the actual Re-Boost card that was purchased on my check card and I was told again nothing could be done.
When I asked for his boss or supervisor, he became nasty and sarcastic, he stated that the lord God was his boss. And I told him that he was being nasty and sarcastic and religion had no place in this conversation because that was not what I was calling about. Then he raised his voice and stated "DO YOU HAVE A PROBLEM WITH ME BEING A CHRISTIAN?" and I stated “no, because I believe in God, but you are being inappropriate by discussing religion with a customer when the customer is calling about a problem that they are trying to get resolved and I hoped that the conversation was being recorded.”
He stated that yes, the conversation was being recorded and quickly rattled off an address to mail a letter of complaint to, as if Nextel or Boost cares about customer service issues or complaint. By the way I do have a Hispanic first name, which they asked and used during the 2nd conversation and I live in the northeast, therefore I speak differently, maybe this was part of the problem. Either way no customer should be spoken to in such a demeaning manner and made to feel as if their money does not matter.