I'm stuck with a new phone that doesn't work. The phone must be returned within 7 days of the order date, but you don't get it that soon. Plus, there's a restocking fee, the coverage is horrendous, the calls will all drop, the volume is almost nonexistent. You can take pictures etc, but you can't send files anywhere and the keypad is too awful to even talk about. You can not upgrade, you won't get any credit if you've had a phone or plan. Plus, they will charge you to upgrade...huh?
What customer service? No customer service here! I spent days online, getting passed off to bad leads, went to the local store and talked to the area manager, which was no help... nothing... just more fees if I wanted to fix their problems.
HOUSTON, TEXAS -- I ordered a phone and service plan online. When I received the phone, I tried to activate it using the *228 as direction in the instructions. It would not activate so I called customer service. I gave them the phone number you sent me in my confirmation email and I was told that phone number was registered under a different person. I could not clearly understand what the representative was telling me due to a heavy accent, so I hung up and called back. The next person told me my account was locked. What?? It's brand new service, how could it be locked?? She didn't know either - couldn't tell me why, just said that I'd have to wait 24 to 48 hours to activate.
I asked for a supervisor. The supervisor could not have cared less! He was unapologetic, rude and sounded like he hates his job. He said there was nothing he could do but offer me a $10 credit. I had no choice. So in 48 hours, I was finally able to activate the phone. But guess what? That phone number you sent in my email - not even close! So I dialed my work cell phone with my new Cricket phone to see the caller ID to get the correct phone number.
I figured I was finally getting somewhere so I sent a mass text to tell my family my new phone number. As if it couldn't get any worse, the text was never received by any of my family. Then when I dialed my new phone number back from my work cell phone, it went to some strange man! I thought I dialed wrong but I didn't. I spoke to the man and verified that the number dialing FROM my Cricket phone was HIS number. How is this even possible??? Then I called technical support and she didn't believe me! I asked her to dial the number to test and she said she couldn't. Best she could do was change the phone number and waive the fee. OK fine, let's do that!
But GUESS WHAT???? More trouble! Nope, the account is locked again and there is a pending activation so she can't do anything. Awesome! I have loved spending 4 days on the phone with you guys on this! So she says she will have to escalate the issue and it will be 24 to 48 hours more before they can HOPEFULLY fix this. Let me remind you... I AM A BRAND NEW CUSTOMER - BRAND NEW PHONE - BRAND NEW ACCOUNT!!! Why is it locked?? WHY CAN'T YOU FIGURE OUT WHAT MY NEW PHONE NUMBER IS??? So, I give up. I tell them I want a refund and I will just go somewhere else. Well, she had to transfer me to that department.
So she transfers me to the cancellation department....that I held for over 15 minutes for and GUESS WHAT?? Wrong department - I need to go to web orders to have my account canceled and money refunded. "So please hold again and I'll transfer you." When web orders picks up I get "You have reached web orders, we have no reps available to assist you at this time. Please visit a store near you. Goodbye." So I call back (I'm on my work cell phone this whole time). I keep getting the same message.
So I call web orders back using the Cricket phone and my call goes right through to web orders. Kind of fishy. Seems like someone flagged calls from my work cell phone to not be answered anymore. What, am I causing you too much trouble?? None of this is your fault?? Look, I get it - things go wrong. But it is your responsibility to fix them and provide decent customer service especially when it's YOUR fault! So back to my phone call - I am on the phone with yet the 8th or 9th person by now who also suspiciously has a thick Indian accent like the other 8 people I've spoken too...and he doesn't care either!!
He tells me to mail the phone back and they'll refund my money. Well how can I be sure? Isn't there a form or some kind of refund confirmation? Nope. Just throw it in the mail and TRUST CRICKET TO RECEIVE THE PHONE AND CREDIT THE MONEY TO THE CORRECT ACCOUNT! Yes!!! I know this is going to work out so well! I probably just threw $85 and 4 days of my time in the garbage and no one at Cricket gives a care. Not one! I bet this review will go in the same pile all my other complaints have gone in. What a shame. You get exactly what you pay for and I will remind everyone I know of that!
I would give a -10 if I could!! The trouble I have had this past month has been incredible and unnecessary!! I have been a loyal Cricket customer for years now and I even bought a new phone when they changed to the "New Cricket" with AT&T. Shortly after, it stopped working, so I sent it in for a replacement, now with the "New" system, forcing me to be without a phone for a week and a half! In just over a week, the "new" phone stopped working in suspiciously the same manner as before! I again was without a phone for a week and a half!
Within a day of receiving the "new" phone, it also didn't work, in the same way as before, leading me to suspect that people are just repackaging the same phone and sending it back. As it was within a week, they promised me (after an hour and a half on the phone...) that they would send me a 24-hour replacement, to hold onto my old phone, and then return it once I received the new one. I took off all day of work on Wednesday to receive my "new" phone, losing clients, etc, as I was flying out of the state on Thursday! However, the phone NEVER came!
After another hour and a half phone calls with them on Wednesday, of which I was repeatedly hung up on again, like Monday, they said that the representative on Monday had given me the wrong instructions, and as such, the phone was never mailed out! I called back again that night, spoke to a manager who told me he would take care of having it shipped to where I was flying out to. So, I left on a cross-country trip with no working phone! I called in-between flights to ask about the status of my "new" phone and get the tracking number. The manager assured me that he would call or text me back with that info as I would be in the air again.
Needless to say, I never got that call or text (to my Google Voice number). Then, after arriving, I then got lost in the middle of the night, in the middle of nowhere in the woods, as I had no GPS and couldn't even call anyone for help! When I arrived at my destination, I called first thing on Friday to ask what time my "new" phone would be arriving, and they said that there was NO record of any of these issues at all, in any of my files!!! After another 45 minutes on the phone, I was told that they would call me back after researching this situation. I never ever got a callback!
Today, Saturday, in the middle of the wedding party, I am up here, on the phone again - on my computer, trying to find the status of my "new" phone. I asked to speak to a manager, which again, he did NOT want to transfer me to, the same as Wednesday night! I insisted over and over and he just placed me on hold for close to an hour, checking in periodically to say he was "looking" for a manager, and then hung up the phone on me again, for the 10th time this week!!!
Since AT&T bought this company out or whatever happened this year, the service has been beyond terrible. It has caused me real life problems, loss of clientele and real safety concerns as I have repeatedly been lost, as a single female, in areas that I didn't know as the phones never function correctly! Not ONE person has offered to remedy this situation, take responsibility, nor even do what they say they will in calling or even texting me back!!!
The most terrible service and treatment that I have experienced with any kind of phone service in my entire life and I STILL have no phone but they are STILL charging me for a service that I can't even use!!! The worst excuse for a business that I have ever seen!
ATLANTA, GEORGIA -- I will never - I mean never get a phone with this company again!!! I just bought a phone August 29th. Nokia Lumia 1320 that was sold to me with ** water damage because my phone had not been near water!!!! Period!!! They cut my phone off 1 day before it was due, that's 1 problem!!! When I bought this phone I was advised my bill will be due on the same day every month and will be cut off the day after the due date if not paid. I was told by customer service that Cricket runs on a 30-day cycle so, it won't be the same due date every month since not every month has 30 days.
When I asked for insurance I was told that I didn't need it because my phone was under warranty! I took my phone back to the store and they told me it has water damage, but I can send it off and it will be replaced/fixed. I sent my phone off after receiving the shipping stamp to ship back. It was received on October 06. They determined water damage again on 10/7. I have spoken to people in the store and via chat on the Cricket website where I was told that my phone would be replaced.
Now I called today, mind you I have yet to receive my ** phone! They told me that my phone will not be fixed or replaced but will be sent back! You have to be ** kidding me!!!! I'm getting punked!!!! I have to be!!! They have had my phone for 12 business days. Why haven't I received it back again? I spent $375 on my phone and I can't get a new one or get it fixed! Pure scammed!!! I will never recommend anyone to this company!!!!! All that I've heard are lies!!!! Complete ** scam! Not to mention, they carved my sim card with a razor blade in order to fit into my loner phone.
HOUSTON, TEXAS -- This is truly the worst buying experience I've ever had. I'm not talking about buying a phone, I'm talking about EVER. My intention by switching to Cricket was to be able to buy an iPhone and save a few bucks on my monthly bill. My first hint that this was going to be a nightmare should have been when I spent 25 minutes on hold for a sales agent. Once the agent picked up, he spoke flawless English and took my order swiftly. I paid extra for overnight shipping and placed my order at around 10:00 am. The total I paid was slightly over $680 (iPhone 5 + Overnight Shipping + 1st Month + Taxes)
The very next day I was waiting for my phone and nothing. I called to find out what was going on and they told me my order was delayed because of a busy warehouse. They said they couldn't refund the money I paid for overnight shipping, but as a "courtesy" they would lower my 1st monthly bill by $10. The next day my phone did arrive. The second nasty surprise came when I opened the box and the iPhone had a cracked screen. I immediately called them back to try to figure out what was going on. Of course when I called the sales line, they said that I had to call a different number because they didn't handle customer service requests.
I called the new number and of course the person that answered had an accent so heavy I just could not understand them. I'm not being nasty towards the customer service rep, I'm used to calling India or the Philippines when I have to contact customer service, but this gentleman just could not be understood. I politely asked to be transferred to someone else that had a less pronounced accent. The representative responded that "they didn't have anyone else" and hung up.
I called again and this time a lady picked up with a far less pronounced accent. I explained the situation and she told me that I had to contact UPS and file a claim with them for the broken device (Even though the shipping box showed no damage whatsoever), obtain the claim number and then call them back with the claim. So I called UPS, filed the claim, and called the number back. This time another gentleman with an even heavier accent than the first guy picked up the phone. I got so frustrated I just hung up without even saying anything.
I called back and a third gentleman answered that could be understood. I explained the situation yet again and gave him the UPS claim number. He said that I had to now ship the phone back to them and I would get a refund WITHIN 30 DAYS. I said I did not want a refund, that I wanted them to replace the phone. I was appalled when the response came back "It is not our policy to issue replacements, only refunds, and they take 30 days". I demanded to speak to a supervisor and the agent's response was the following (I'm being serious with this) "I don't want to waste our supervisor's time, because he's going to tell you the same thing I just said".
At this point I was so furious that I just called the representative an incompetent ape, and hung up the phone. After cooling off for a few hours I called yet again. This time the person that answered had little accent. I gave her a brief explanation of what had happened and asked her to send me a prepaid label to send the phone back. Her response was as follows: "We don't pay for return shipping".
At this point I absolutely lost it... I threw the phone in the garbage and filed a complaint with my credit card company, which is what I should have done in the first place. The moral of this story is the following: STAY AWAY FROM CRICKET COMMUNICATIONS AT ALL COSTS. THEY ARE SCAMMERS AND THIEVES.
MILWAUKEE, WISCONSIN -- I bought the Chorus ZTE on 10/20/12 from the Cricket wireless website. Once I received my phone I called to activate it. While speaking to a representative I was told I needed to be on a plan that was NOT listed on their website & was MORE expensive. I wasn't sure why this was but I trusted he was correct & went with it. Since I've had this phone there has been nothing but problems with it! I could hardly EVER get online & once I was I'd be right in the middle of something only to be booted off back to my main phone screen & NONE of my online history saved!
When trying to get onto Muve Music to listen or download, it would tell me that my service wasn't active & couldn't get on to it at all or It would try loading until it timed out OVER & OVER again! When I did get to my music, I would try & listen to songs only to be interrupted by a message saying that I again had not subscribed to this service and it would boot me off! Sometimes while listening or searching for music the whole program would (just like the internet) completely close & return me to the main screen. All of my bill payments were up to date & my phone was NEVER turned off.
I had to call multiple times to have them "reset" or "update" my phone while talking to them in order to be able to listen to my music. After explaining all of the problems I had been having, I was told by one of their technicians that my phone was "absolutely defective" & they have "been having lots of problems with these phones". That I should "go in ASAP & get a replacement, regardless if it was past the 30 days or not" (it wasn't yet)."They are obligated to replace a defective phone that was no fault of my own."
I had not had time since to exchange the phone as I work the same hours the store is open. I figured I would just try & deal with the issues until I could make time to get in. However, that wasn't even CLOSE to ALL the problems I had experienced. Some of the things that had happened that I informed the tech of: after charging the phone all night it would say it was at 100% but after making one 5 min phone call and maybe 6 text messages, the low battery alert would come on. It was an inconvenience to have to carry my charger with me EVERYWHERE & find places in public where I could charge my phone while trying to do my day to day activities.
Not only was it embarrassing but I risked someone stealing my phone or someone moving it & losing it altogether! Not to mention how many times I had left it places not used to having to charge it EVERYWHERE I went. While trying to type a text message my words would stop appearing in the text box so I couldn't see what I was typing. Couldn't delete it, nothing. I had to turn off, then on the phone (which takes at least 5 minutes) to finish my statement or sentence I was typing to someone.
Needless to say this caused a lot of confusion. Not to mention people thought I was ignoring them, being rude, or reading only part or a statement which was quite a headache trying to explain myself (or my phone rather) each time this happened which was multiple times per day. The phone would randomly turn off on its own (not being close to a dead battery). SO I missed MANY important phone calls especially if the person didn't leave a message. I would change my background picture & after a day or so it would revert back to the last one I had on there - never failed. Some of my contact pictures would randomly appear upside down.
I would receive and/or send multiples of the SAME message that had only been sent once by me or the caller. There were MANY texts I never received and I had confirmed this by looking at my friends phones & seen it had been sent successfully through their phone but I NEVER received it! I would get voice mails randomly without my phone even ringing AT ALL! Sometimes I would get voice mails that were from days ago! And that's not all but you get the idea! But things got much, MUCH worse.
I woke up about 2 weeks ago & checked my phone after being on the charger all night to see it flashing a blank white screen. I wiggled the charger around a bit & it stopped but I thought that couldn't be good. The phone REALLY started acting up then it would not hold a charge AT ALL. I had to keep it on the charger at all times or it would die within minutes. While trying to charge the phone would go back & forth saying it was charging then it wasn't & so on. I thought this to be a problem with the charger connection on either the phone or the charger but couldn't understand all the other issues.
Then the phone COMPLETELY stopped working. It refused to turn on no matter how long I charged it or how long I tried. I took the battery out & reset the phone multiple times with no success. Christmas night I had the phone sitting on my desk (after it had been off the charger for over a day) And there it was just flashing a white screen! Just like a strobe light! I couldn't turn the phone off & it wouldn't stop until I removed the battery. The most bizarre thing I've ever seen a phone do! I asked my sisters (who both have worked with reputable cellular dealers & service) & neither of them had EVER seen something like this!
We tried multiple chargers, looked at the phone where the charger connects and saw no visible damage. The water damage dot was still white (turns red if water damaged) and there was no other visible signs of trauma or damage. I am VERY careful with my phones & have always followed the manuals instructions for care as well as common sense. It had never been dropped or near any kind of heat, extreme cold, humidity or water.
So yesterday I made a call to them (having to wait over the holiday without a phone for 3 days). I was told that this phone is no longer a "Muve Music supported phone"! That they have found out this phone cannot support this capability & is no longer a "feature phone"! I was dumbfounded that NO ONE had tried to contact me about this! They have my email, mailing address, secondary phone number & MY PHONE NUMBER! Yet I never received ANY information about this. I had been paying for a "Muve music Plan" and didn't have Muve music anymore!
They recommended I change my plan to a normal one - WELL DUH! But I demanded to be compensated from the date they stopped providing this service to these phones! Why should I have to pay for a service I'm not getting? It's like paying for cable, getting 100 channels then taking all the channels away but you still have to pay for it!? Not to mention the fact that I had paid $150 for a "Muve Music phone" & since that function was no longer available, the phone is just as regular as any other one.
I asked to be given a new phone that does support this feature because that's the WHOLE REASON I bought the phone! They told me it's not their problem and I would need to contact the manufacturer! I can't believe this company - not only has not & will not inform any of the 1000's (maybe millions) of customers who purchased this phone & will not reimburse any of us for a replacement phone or any compensation for billing us for services we weren't getting.
I am outraged & will stop at nothing to tell the world that this company is nothing but a bunch of dishonest thieves who take advantage of loyal customers who work hard for their money. If you feel the same I suggest you report them to the Better Business Bureau and put them on blast on websites such as this one warning others of the deceitfulness of this rotten company & its affiliates.
SAN ANTONIO, TEXAS -- Lousy reps with no professional skills, deceptive practices and uninformed phone sales. I was told by a senior rep, that Cricket service will not support my iPhone. I traded in my iPhone 5 for a Samsung phone. The guy said it was one of the best ones available and if I was not satisfied with it, I could trade it in for another phone. So, I fell for it and got the Samsung.
I paid around $200.00 for this Samsung after trading in my iPhone 5. This Samsung phone is the worst phone I've ever owned. It's very slow. This fat guy knew that my iPhone was way superior than this cheesy Samsung phone. I went back after a couple of months to see if could trade it for different phone. No chance. They didn't want it after 3 months. Only 3 months. So much for honesty, reliability and good service. Cricket Wireless: 5511 Northwest Loop 410, San Antonio, TX 78238 - Cricket Wireless reps at this location don't care about customers. They take your money and after you walk out the building, tough!
UPSTATE, NEW YORK -- Really surprised by all the negative reviews. My experience has been nothing short of amazing. I have the pro plan for $60 a month (55 with autopay), which gives me unlimited talk and text, and 10 gigs of 4g data. I get 8 to 10 mbps speeds on 4g which is really fast. Virtually every other prepaid service that advertises 4g would give me 3 to 4 mbps. Coverage in Upstate NY is excellent.
I used to be on contact with AT&T and paying $110 a month after taxes I got 250 minutes and only 3 gigs of data. Sure 4g was faster getting 20 to 25 mbps, but 8 mbps with Cricket is plenty fast, streaming HD videos no problem and unlimited talk and text all for half the cost of a contract and 10 gigs of data a month! Amazing. Personally I think Cricket is the best value for the money so if their coverage is good in your area I highly recommend them.
ALBANY, NEW YORK -- I was hesitant to drop AT&T to move to another carrier, but wanted to find a more reasonable alternative to the $150/month I was paying for two phones (and that was after my 22% corporate discount). The reviews I read that mentioned problems with Cricket Wireless were cause for concern, but I read later reviews that seemed favorable. These appeared during later summer and early fall, several months after Cricket was acquired by AT&T.
I decided to take the plunge and ordered one new smartphone for my wife (to replace an aging iPhone 3G) and a sim card for my HTC One. I also ordered Cricket's "Smart" plan, with unlimited calling and texts, and 3 GB of data for each phone. The phone, a ZTE Sonata, was free after a mail-in rebate. The order arrived in just a couple of days and I activated both phones without a hitch. Our existing numbers ported over instantly and everything worked as advertised. The only issue was moving my wife's contacts from the iPhone to the Sonata, but I found software to do that fairly easily. All of my phone's contacts were intact. SMS messaging worked fine, as did data.
I did need to call Cricket customer service to have the two phones placed on one account (which also provided an additional $10/month discount). They picked up on the second ring and combined the accounts in just a couple of minutes. I could tell it was an offshore service center, but the representative spoke excellent English and had everything completed in less than five minutes. With Cricket, my monthly bill is now $80, compared to $150 with AT&T before.
LOS ANGELES, CALIFORNIA -- Sprint phones sold in the U.S. are hardware locked domestically, so no other carrier can ever activate with that phone. CRICKET SHOULD KNOW THIS! Instead, they give no warning on their website and simply take the $. I had to waste several hours with their tech support (with heavy Indian, Filipino, or Latino accents) who clearly didn't understand what I was telling them. I confirmed it with Sprint and other sources. All you get is 'Invalid SIM'. The worst disaster could possibly occur if you also setup Cricket service and ported your existing # - you could lose the use of your current phone.