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!
TENNESSEE -- The following was first sent to Smith Micro since it was under Support for the program that launches the Cricket Wireless service at 9:30 P.M. Friday Oct 30, 2009. They provided me with an email address to Cricket Wireless Support on the following Monday which I immediately forwarded the message to. There has been no response, so I thought I would send you an email with the body of the text that was sent to both parties. By the way, we've already lost two of the seven clients I have recommended the service to.
My stepson says that he called Cricket Support earlier today and was informed that the bandwidth was throttled and will be this way for the next several days because of "excessive downloading". I don't put any stock in this statement as this has never been a problem before; Cricket Wireless is advertised as unlimited broadband, & the two clients I lost today to a local Internet provider used the Cricket Wireless service for less than a month. Please see below:
"For the last two hours my Cricket Wireless modem has been running download speeds between 100-110 Kbps. Ping & upload speeds are typical (ping between 280-330, upload speed is 90-120 Kbps). Do you have a server down? Weather is clear here. Download speeds generally range from 400-700 Kbps. Generally, these speed reductions are only seen in this area from 2 A.M. to 3 A.M. I'm assuming a server reboot or other maintenance is being done at this time as this always happens regardless of the time of year. I reside in Atoka, Tn, approximately 25 miles north of Memphis.
Operating System: Windows XP Home, Windows OS Version: Windows XP Home Service Pack 3. System scanned for viruses and other malware. System is clean. Last Windows update run Thursday 10-29-09. Antivirus updated at this time. Additional system used to test modem is a Dell server running Windows 2000 Pro. Windows updates and antivirus updated same day as the above system. This system also clean. Same problem. Problem detected with Session Information window provided by QuickLink Mobile software, verified by www.whatismyip.com/speedtest/index.asp.
It is now 75 hours later and I am running a new application, http://www.speedtest.net; it also reports poor results. I am a local tech in the area & have gotten calls from three clients so far wanting to know why their Internet service is running slow. Current results as of Tuesday, Nov 3rd at 1:00 a. m.: Ping: 543 ms. Should be between 280-330 ms typical. Maximum download speed: 130 Kbps. Should be between 400-700 Kbps. Maximum upload speed: 100 Kbps (normal). I informed my clients that I would contact them as soon as I received an answer from you.
Are you upgrading your servers? Satellite hit with gamma radiation bursts? Is this the new normal my clients can expect? They & I are not happy. All these users use both desktops & laptops. I myself have two desktops & one laptop. Please respond as soon as possible so I can contact my clients and let them know when service can be expected to return to normal. This is a service I highly recommend because of the price & past reliability.
I have tested the service again as to the ping, download speed, and upload speed as of 12:40 A.M. today, Wednesday, Nov 4, 2009. A response from you would be appreciated in this matter. If this email has been sent to the wrong department, please forward to the correct department at your earliest convenience. Thank you."
I received a phone call from the Escalation Dept. on Friday, Nov. 6th, 2009. I was not able to take the call at the time and a message was left by ** requesting I return his call on Saturday, Nov. 7th. He informed me that he normally doesn't work on Saturdays but would be in the office at 8:00 A.M. the next morning my time to take the call. When I attempted to contact him, all I could reach was the answering machine. I left a brief message that included a call back number and a request to contact me at his earliest convenience.
It is now Monday Nov. 9th at 8:05 A.M. my time and I have once again attempted to contact Mr. Smith at the phone number given. Mr. Smith no longer occupies the office or the phone number has been rerouted to another office occupied by a gentleman who is only identified as **. I shall wait on this phone call until 12:30 P.M. today to see if a return call might be forthcoming.
No phone call was returned in what I expect to be a reasonable time. All I can conclude at this point is that their customer service is lacking or they do not wish for me or my clients to participate in their services anymore. I cannot recommend this service as truthful as far as their advertised claims any longer.
I am forwarding a copy of the final message to Cricket Wireless, the email address listed for Bill W. Smith, and the Better Business Bureau in Denver, Co. No further contact will be required. Our cell phone has been switched from Cricket to Cellular South. We will also be switching our broadband Internet connection to the local company that provides this service. I would like to say we did appreciate the service you have provided the past two years and are sorry we have to part company.
It all started when I had to move from Phoenix, Arizona to Windsor, California. I took my Cricket phone with me and all was well. I decided to make my monthly payment 5 days in advance on October 9th. I paid a total of 53.86 for my services which would be billed from October 14 to November 14th. Now on October 10th the phone broke. I had insurance on it and went through the proper channels to get a replacement phone, which cost me 50.00. I received the phone on October 14th. Unfortunately because of my move I was unable to activate my phone and was told I would need to go to a Cricket store to do so.
The nearest store is 150 miles away and I am unable to get there. So I told them to disconnect the services then and I wanted a refund on the 53.86 for services since I was unable to use them. I was told everything would be fine I would receive my money in 2-3 weeks. I then called their insurance company, The Signal, and got them to issue me a refund for the 50.00 deductible, and I had to send both phones back. I just received the refund from The Signal today, November 7th. I called Cricket to check on the status of my refund from THEM since I had not received it yet. I was told there were no notes stating that, and that the services were still active.
I spoke with a supervisor. She told me she would get right on it, it would take 7-10 days for it to be issued and that I needed to go and fax her my bank account info showing the payment was taken out. I did so and called back 2 hours later. I spoke to a different representative, and explained my situation and asked if my fax had been received. She told me this was the wrong department. I asked for a number to reach the correct department and she said she didn't have it. I then asked for a supervisor and she told me to call back in 30 mins. I was explaining to her how ridiculous that was since you never get the same place two times and she HUNG UP on me.
I then called back and spoke to another supervisor, a female. She was very rude and unhelpful and told me that she couldn't assure me I would even receive a refund. This was the first I have heard of anything like that, and I was trying to ask WHY that would EVER be. She couldn't tell me why and told me there would be an investigation. I told her I wanted to make sure my Fax was received since it is personal information. She told me she was unable to verify this and to call the Main Cricket store located in California. I called and spoke to a female. She told me I was misinformed and she couldn't help me at all.
I had to call Cricket's 800 number, AGAIN, and ask for a supervisor. When I got someone on the line, I didn't get her name unfortunately, but in the middle of me explaining my concern I hear her exclaim "Oh, my lip balm!!" She was not paying any attention to me so I promptly asked for a supervisor.
I talked to a male and explained my issues. He pretty much told me the same thing that there would be an investigation and someone would call me. I advised him I do not trust their company to call me back and that I would call back in a week. I was told it would take up to 2 weeks JUST TO FIND OUT IF I AM APPROVED FOR MY MONEY!!! I wasn't even able to use the service I didn't even have a phone. I am being put through this frustration for an error on their part, and I seriously feel like I was not helped, or treated properly.
CHARLOTTE, NORTH CAROLINA -- Cricket Wireless is using AT&T cell towers - my daughter has experienced roaming 80% of the time. As of March 1, 2015 phones purchased as recent as August and October 2014 will not be able to work. Cricket's solution is to sell customers an upgraded phone. Phones not 1 year old does not matter. Today I was told I could cancel the service or pay extra money. I cancelled.
I have the Huawei Ascend 3G Touch Screen and I regret the day I paid $189.99 x 2 for these phones and made the switch to this company. Two months after I bought the phones they start giving them away for free if you switch to Cricket service. My husband sees my struggle with this phone and the service he never even activated his phone. The reception is bad wherever I go, to work in VA or home in MD. I have to go outside to get a good signal, by good I mean 3 bars, inside if I do get 1 or 2 bars the call goes through but it will drop several times, I get so frustrated by the time I do get through I don't want to talk anymore.
I cannot hear on this phone - it has the worst volume I have ever seen on a cellular phone. If you don't have an earpiece phone has to be on speaker to have a conversation and that is bad, it is like using a walkie-talkie (you put it to your ear to listen then to your mouth to talk). I can use my phone in my car on speaker at MAX volume and the person in the passenger seat next to me cannot clearly hear what is being said, very poor quality product. The speaker does however do OK when used on the web or with some music apps, when it is very quiet but if there is any noise where you are it's no good.
I cannot speak to customer service representative if my service is off, I mean 1 day late and you are off. The only option I have is to make a payment. Even if I make a partial payment they call this a bridge payment, you still can not reach tech support or cust service. Can you say "Rip Off"? I've had this service for 5 or 6 months now and I hardly ever use it, I am so frustrated with the horrible service.
I am writing concerning the HORRIFIC customer service I have received from your Cricket Wireless. I have been a Cricket customer for several years and am extremely disappointed in what I have recently experienced. First, I have tried to update my address on the phone with their representatives on three separate occasions. I also tried to update my address on their website on five separate occasions and after a period of approximately 1 ½ years I was finally successful. That's actually OK. I can accept that.
Second, on March 26, 2011 I went online to order their new Huawei Ascend phone and upgrade my service. The website told me it could not process the transaction which I found very strange because I pay my bill with the same credit card online every month. And, although I was informed that the transaction could not be processed, they charged my account the $152.44 with no order confirmation! I was able to talk to their customer service and my bank and have the charge removed. I then went back online to order the phone again, and again, the transaction was not processed however, my account was once again charged! This occurred three times!
I spent numerous hours on the phone with their customer service department as well as with my bank. Finally, after 12 days of frustration I drove to a Cricket store to purchase the phone and upgrade my service. I had to pay MORE than I would have online because I was not able to get the online discount!
After seven days of new service, my phone was disconnected because of an error on their end stating that I owe $21.00 which is impossible considering I signed up for and paid for the phone and new service directly at the store. I drove back to the store for a 2nd time to have the issue resolved. Two days later my phone quit working once again, so once again I drove to the store, (31 miles one way) to have the latest issue resolved.
In summary, I have spent more than five hours on the phone trying to resolve these issues, 186 miles worth of gas for the three specific visits to the store and my time in order to resolve these numerous issues that were all caused by the incompetence of their company only to discover that I am not able to be compensated in any way. This is unacceptable. Is this how their company values its customers? I have NEVER been so disappointed with the service I have received from any company in my entire life! In addition, no one ever even bothered to contact me and offer me some sort of retribution.
MILWAUKEE, WISCONSIN -- I went to the Cricket store in Brown Deer, WI on 8/24/10. ** a sales representative helped me and told me that I could get Unlimited Roaming added to the plan for $5.00 more and with where I live (West Bend, WI), I would need Unlimited Roaming because when I'm at home it's roaming. I paid for the phone ($139.99) and my first month's service payment of $37.47. On 9/8/10 my phone would not allow me to make or receive calls, saying I ran out of roaming minutes!
I called the 1-800 number for Cricket and they told me there's no such thing as unlimited roaming, you're give only 30 minutes of roaming for $5.00 which is not what I was told when I bought the phone by ** the sales representative. I tried calling the Brown Deer store on 9/8/10 and left a detailed message. I called again 10:30 am on 9/9/10 and got voicemail. Again I left another detailed message and never heard anything back. So I drove 35 minutes to the Brown Deer store to return my phone. Their return policy said you have 30 days to return merchandise and I have had my phone for less than 30 days.
I got to the store and they told me they could not refund me any money because I had talked on my phone for more than 30 minutes! They told me it was Cricket's policy and there was no way they could give me a full or even a part of a refund! I don't even know why I got this phone, oh wait because I thought I was going to be getting Unlimited roaming but am not and now I'm stuck with a $139.99 phone I can't even use and Cricket won't take back!!!!
Do NOT!!!!!! DO NOT get a Cricket cell phone or plan. This is fact: I have paid my bill online through the "My Account" on the Cricket website, and not only did they turn my phone off but claims to not have received my payment, when they must have forgotten that if you pay online there is an automatic confirmation number sent to you right after you pay online, and one sent to your e-mail saying thank you for your payment. Like a receipt basically. I told them that I have that e-mail as my proof and they say this: "You might have paid a false website, Oh we don't control the e-mails that goes out, Did you pay before 6pm est time?"
I was able to counter all of these questions in the e-mailing back and forth between Cricket support and myself. Eventually they finally said "Well call 1-800-Cricket and/or *611 for customer service and they will be able to help you with this inconvenience". Okay right call customer service no problem... calling... calling... calling... Oh wait a minute! When your phone has recently or if your phone is about to be disconnected you can't reach a customer service agent. No matter if it's 1-800-Cricket or *611 from your cell phone, it do not matter. You can NOT reach an agent, and they know that.
So I knew when they told me to call customer service they were just trying to shut me up and just pay this month's bill and next all at one time. If you take notice, you will see your bill being high every month if you just make monthly payments, it's because they charge you the next month bill in advance. I hate Cricket. I really do.
Can you get a plan that has unlimited everything including web for about 55$ a month? Yes you can, but is it worth all the trouble when one becomes inconvenienced by Cricket and their constant mistake making unprofessional system failures? I don't know. Maybe try Boost mobile. Times are hard but I only have Cricket because it's the only plan that I could afford at the time. Cricket should be embarrassed by the way their customer service treat people.
HOUSTON, TEXAS -- I started Cricket PayGo service on Dec 31, 2008. I paid in store to add minutes to my phone. The plan I chose was $1 a day for unlimited phone calls only to be charged on days the phone was in use. I used the phone for two days. The phone was turned off for about a week and when I tried to use it again it was disconnected.
I called Cricket from a different phone and was told that the phone was disconnected and they did not have information on what days the phone was charged for. "Oh well," I thought. I was not in the mood to argue so I asked them to reactivate the phone and apply minutes that I purchased at Wal-Mart from a Cricket PayGo card that is powered by Fastcard a registered trademark of InComm. I checked my balance at 10:30 pm to assure my $15 was added to my account. It was there, yeah! WRONG!
The next day I tried to check the balance on my phone and got the dreaded busy signal that is heard when a phone is disconnected. I dialed my Cricket PayGo telephone number from a different phone and sure enough it was cancelled. I called Cricket and after being hung up on 3 times was informed that "research" would have to be done on my account because they did not show that I added minutes to the phone. Cricket claims they can not track InComm refill cards. They said I must call the 800 number on the back of the refill card. I attempted this to no avail because you can not reach customer service just an automated machine.
So here I sit with a refill card and confirmation number that Cricket PayGo claims that they have no record of. Basically the whole setup is a scam. If you want cheap phone service just get the basic plan from Cricket. I have never had trouble with the regular Cricket's customer service, but PayGo is out of the question. It is a rip off and not worth the time and frustration. Just wanted to give a heads up to everyone. BEWARE!!!
ARVADA, COLORADO -- I have happily been with Cricket since 2005 and have never had to deal with customer service before yesterday, 5/19/08. I was late in paying my bill and called the *611 number to pay up. I received a confirmation number after payment and was told my phone would be activated in approximately 30 mins. After waiting a couple of hours, I called the *611 number only to hit a voice automated system telling me I could not proceed to any other options unless I paid my bill! I needed to simply SPEAK to a live person to see why after paying my bill my phone was not turned back on. I tried 7 different numbers all which would not lead me to a live person.
I went on the website mycricket.com to find contact info, or an email address and found nothing. On 5/20/08, more than 24 hours after paying my bill, my phone was still not activated. In desperation, I call the web sales number to get a live body and was told they could not help me and that they had received my specific complaint a lot at their office. I then call the rebate number, got a live person who also said they could not help me, different system, blah, blah, blah. I asked to speak to a supervisor who told me she could not help, had no other additional numbers for me to try to "sorry, we hear this a lot."
Finally I called a number I found when I googled "Cricket customer service rep" and got a gentleman who gave me the number that finally worked!!! It is 1.866.384.4425. When I spoke to the live body and gave her my confirmation number she could not see why my phone was not reactivated yet, but turned my phone on manually, lectured me about paying my bill on time, and then asked if I would be interested in upgrading my service, newer phone, etc. INCREDIBLE! I know being without a phone for two days is not the end of the world, but what is wrong with Cricket's customer service?
The web is full of complaints that had I seen before I bought my Cricket phone, could have swayed my decision to not go with them. I shudder to think of the headaches I could have if I had re-occurring problems with my phone. I have had one problem in 3 years. Anyway, buyer beware!