MONTANTA -- The plans offered by this company really suit my needs. I ordered a SIM and a new phone plus plans. I could NOT get anyone on customer service. I called numerous times, waited up to an hour or more when their system said 10 minutes. I tried their friendly, hold your place in line and call you back service, which was a joke. I emailed and it took 3-5 days to get any response.
The one time I got a person, she was friendly but unable to activate my SIM because they didn't send an activation number with it. She also told me my order for the phone was cancelled because "I" didn't respond to their email asking me to call them!!! She then transferred me to customer service where I stayed on hold for an additional 45 minutes before I gave up. The email I received from them said they have been trying to contact me. What I received were two automated messages that linked me through to the non-existent customer service.
Yet the final email I received, I responded, not above the line like they said because it wasn't even possible or activated, but I requested cancellation immediately. I got an email response in less than 5 minutes saying they were sorry to see me go and I may receive a final bill for pro-rated services. What services? I never got my phone activated! I have no idea how they even operate if you can't activate their service.
Their SIM card which is "ALL IN ONE" comes in three pieces which came apart in my phone and broke the SIM slot. Brian **, the supervisor just argued with me saying, "We are obviously not responsible with what you do to your phone." He wouldn't give me the name of his supervisor, claiming "They are not available." Not to mention that I haven't had a workable network in a week when the SIM card WAS working. This is the WORST Company. They are completely unprofessional and apathetic and don't care at all. What's funny is, they're promoting how great they are on the recording as you wait an 30 minutes to talk to someone who ends up not giving a damn.
PASADENA, CALIFORNIA -- I have had a Consumer Cellular "Doro" phone for about eight months. The phone went dead (will not charge). When I called Consumer Cellular, the representative talked "down" to me (as "Did you plug the charger in completely?" "Did you try to charge the phone in two different outlets?"). I hung up and called again--to talk to a different customer service representative. She said that the warranty was for 45 days. I told her that I would not buy another phone and risk having it go dead in eight months (as I have had cell phones that have lasted for several years). So, I cancelled my account.
This customer service representative did not even thank me for my past business. This customer service representative reminded me that I have a bill due--and that they would be sending another one! I ended the conversation by saying, "I am sure that you will try to get as much money as possible out of me" and slamming up the phone! I had to wait about ten minutes to speak to the first customer service representative and about five minutes to speak to the second one. These people seem to be busy--handling complaints! Needless to say, I would not recommend doing business with Consumer Cellular.
PORTLAND, OREGON -- We left Verizon, who is notoriously bad, for Consumer Cellular because they were recommended by AARP (shame on AARP). The lady set up with smart phones and reiterated 4 times we could cancel anytime within 45 days for ANY reason and pay nothing. There were NO restrictions. We asked 4 different times and there were two of us on the phone.
The phones, Huawei, was complete garbage. Did not work right or were hard to use. I spent 3 hours on the phone the day before Thanksgiving with different people who would reverse what the person had said before them, were insulting and definitely were unhelpful. The last rep - supervisor **, was the most insulting, most unhelpful and a complete waste of time. Unknown to me, they closed at 8pm and she was just trying to waste time so she could get off the phone. I could NOT get my voice mail set up because they were clueless.
Two days later, we were informed we were at 3 times our data usage even though we had our phones off and used NO data. They tried to explain with examples that were so ridiculous - our phones were off, how can you use anything with the phones off??? After 10 days of insulting customer service people we are now at a point of frustration and will be quitting the service and sending the phone back - the complete piece of crap phones that they are.
I would NEVER use these people and feel they are predatory to seniors. I have lodged a complaint with the attorney general in Oregon, the BBB and will complain to the FTC. Why isn't there a class action law suit against these jokers (I am NOT laughing)??? Just curious.
PORTLAND, NORTH CAROLINA -- DO NOT USE CONSUMER CELLULAR (That's the short version). When I first called, I specifically asked, in several ways, whether the phone I wanted to buy would work on their network (They only offer 6 phones, only two of which are Android, both of which are utter crap). I was going to buy a GSM Unlocked Moto X, a phone that IS available on the AT&T network, which they use. The woman I spoke to assured me that the phone would work with their service.
It didn't. I couldn't send or receive MMS (picture texts). After they made a couple of half-hearted attempts to fix it, they told me, "Well, since that isn't one of the phones we sell, we can't guarantee all features will be available on our service." Um... even though you told me that it would work? After another runaround with Motorola, I found the answer myself (Just add "mms" after the word "default" in the VPN settings). So, that was fixed.
Then, the service one day just suddenly dropped out. It gave me a little red triangle symbol with a white cross, and said "Emergency Calls Only". I called Consumer Cellular. They again reiterated that, since it was not one of their phones, it may not work on their service. Despite the lie that got me to start with them in the first place, they tried sending out firmware upgrades and had me turn the phone off and on a billion times, to no avail. They escalated the problem to the next tier of support, which meant I waited a full day for another call, only to be told the same thing.
Eventually, the phone just found service again on its own. This happened four times. After the fourth (I only called about three of them, and went through the same runaround) I called Motorola to be sure it couldn't be a hardware issue (nope) and then called CC to cancel my service with them.
One of the many times I'd called, I'd mentioned that I had bars, but no '4G' designation. I was told CC doesn't HAVE 4G. Later, when I called again and got someone else, I was told they DO have 4G. So I kept getting different information from different people.
The 'supervisor' who left a message after one of my many calls/escalations told me that I "may have to use the phone outside" my house (Ludicrous, 'cause they supposedly use AT&T's infrastructure, and I can use my AT&T phone fine indoors. Not to mention, they tout themselves as the service for the elderly; are you really going to tell an elderly person that their for-emergencies-only cell phone won't work inside their home??!)
Just now, I called to give them one last chance to redeem themselves, and the 'supervisor' was excessively rude, telling me the same thing about the phone not necessarily working on their service. I told her that I was told explicitly that it would. She didn't care. I told her they were losing at least 5 customers (I've got a family plan) because I'd been lied to and jerked around. She said she was sorry I *FELT* that way, but that was the way it is.
Now they're charging me over $10 for what was supposed to be a free trial of their service, 'cause I 'exceeded the limit of text messages for the free trial', which only happened because I had to keep TESTING the texts, 'cause my texts weren't working! I cannot tell enough people not to use this chaotic, poorly-run company that doesn't give a hoot about their customers.
MINNESOTA -- CC (Consumer Cellular) changed the billing period on my final bill and then charged me an additional $25.75, after I ported my number to another carrier. I was given no notification that they would prorate in this manner. When I called CC they claimed that they had sent me an email notifying me of the change but then acknowledged that they had not. CC changed their billing period, prorated the plan, closed my account, and then sent me a bill that was excessive. When I spoke to an account representative and her supervisor, both claimed that there was no way to fix this and that if I did not pay the bill in its entirety they would send it to a collection agency.
FLORIDA -- About 2 months ago I obtained phone services with Consumer Cellular. I thought I would be saving money by didn't as I was spending more than the basic unlimited plans to 2500 minutes. I decided that this does not make sense and have been trying to have my number released back to my prior carrier. Folks, it has been over a week and the excuses are beyond me. I finally had to obtain a new number and you can well imagine the inconvenience this has caused... I am very dissatisfied with this action and will be having individuals I referred to this service terminate.
I have had repeated problems with my phone, and have had to call almost weekly to troubleshoot it. Today, again, I could not make calls. I called the company, and after 1 hour of taking my time "helping" me, they decided I need a new phone. But I don't have a permanent address right now, and they would not overnight it. So, at least for the moment, I am stuck with their defective phone.
Beware, the Huawei Ascend Mate II that is sold by Consumer Cellular is not upgradeable. They only sell it with the 4.3 Android operating system. I have just spent two days going between Huawei and Consumer Cellular. As your apps are updated, the new versions may not run under 4.3. Thanks Consumer Cellular for such wonderful customer service and caring about your customers!