Poor customer service
TENNESSEE -- The following email 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 step son 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 Xxxx X. Xxxxx 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 Xxx. 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 s 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.