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Nightmare! Avoid at all costs!!
Posted by Somdaysn on 10/30/2012
CHARLOTTE, NORTH CAROLINA -- I would have given this company 0 stars if that were possible. Avoid this place as if your life depends on it. The staff are very unprofessional. The local corporate store manager Carol seems to have no idea how to do her job. After having an issue with the huawei mercury I purchased in June which did not work from the moment I left the store I purchased it at(Hickory grove) I returned it to that store the following morning and was told by Marabel who sold me the phone that I would have to take it to the corporate location to have it replaced. I sat at this location for 4 hours without speaking to a single employee other than to be told very rudely to sign in on a kiosk which I did. I stood against the wall for 4 hours waiting to be served because there is only one bench and the place is always packed(wonder why). There is a police officer stationed in the waiting room which should tell you something about this location. A woman was actually hitting her very young child in the waiting area with a shoe and no one even seemed to notice. After 4 hours I had to return home with no resolution. I spent hours on the phone with Crickets useless customer service with no resolution and was directed back to the store where
I waited several more hours with no help. Everyone within Cricket, apart from Marabel herself tells me that she should have replaced the phone and they can't help me. Fast forward to October. THATS 4 MONTHS! I am at my wits end and am still paying for a phone that will not work. I finally get in touch with a regional manager for the Charlotte area that covers the store I purchased the phone from because the manager of that store (hickory grove) named Muhamed refuses to help me as well. The regional manager named Kelly tells me that if I will pay a 125 insurance claim fee that he will give me a better phone and a discount monthly on my service as well as a credit to offset the cost of the insurance fee. Although I did and still do believe that they should have immediately replaced the defective merchandise that they sold me, I felt that this was an acceptable compromise and agreed. He told me to go see Carol at the Mallard pointe store and gave me a packet of info to give her to have this resolved. She did get me the new phone and I paid my 125 and she told me that she would text me within an hour to let me know that the credit and discount had been applied and what my monthly bill would be going forward. Needless to say, I never received that text. Just found out that none of that had been done after I left. This has been the worst customer service I have ever received. Avoid Cricket at all costs!!!! The convenience of not having a contract does not offset the total lack of professionality and customer service. Every single person I have dealt with within this company made it very clear that they will only do the minimum required and could care less about their customers.

     
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Posted by ok4now on 2012-10-31:
Tired of contract phones I decided to give Cricket a try and had a similar experience. Unlike your experience I found the store customer service to be excellent. They highly recommended the Huawei Mercury phone, the same one you got. This was also their personal phone which they probably got for free. They offered a 30 day money back guarantee so I bought it.

What a mistake. The phone sucked from day one. Dropped calls, loud screeches, low volume and it would constantly lock. Three weeks later I return to the store for a refund. Now I'm informed by a different sales associate that there is a 15% restocking fee. I'm also told this is now a discontinued phone due to problems. Huh? Three weeks ago it was great.

Fast forward. They took the phone back and waived the restocking fee. I purchased the new HTC ONE V that has great reviews. Problem solved. No dropped calls or other problems. Cricket also lowered their monthly unlimited fee to $50 bucks a month. I'm a happy customer now.
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Cricket Has The Worst Customer Service Ever!
Posted by Akekahuna on 06/16/2011
I am writing concerning the HORRIFFIC 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 web site 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 on line to order their new Huawei Ascend phone and upgrade my service. The web site told me it could not process the transaction which I found very strange because I pay my bill with the same credit card on line 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 on line 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.
     
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Posted by CARMEN on 2011-06-17:
OMG THE SAME THING HAPPENED TO ME WHEN I TRIED TO ORDER MINES ONLINE, AND I ALWAYZ USE THE SAME CREDIT CARD, THEY SAID THEY NEVER RECEIVED MY PAYMENT AND YET IT WAS TAKEN OUT OF MY ACCOUNT I FAXED THEM THE DOCUMENT AS SOON AS I FOUND OUT ABOUT THIS "MISHAP" AND THEY SAID THEY HAVE NOT RECEIVED ANY FAX. NOW MY SERVICE IS OFF AND IM GONNA KEEP IT OFF CUZ CRICKET SUCKS!!!
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Cricket Wireless Lies!
Posted by Shane1992 on 09/09/2010
MILWAUKEE, WISCONSIN -- I went to the Cricket store in Brown Deer, WI on 8/24/10. Katrina 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 (As shown on receipt). 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, your give only 30 minutes of roaming for $5.00 which is not what I was told when I bought the phone by Katrina 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. There 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 crickets 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!!!!
     
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Posted by sticky78 on 2010-09-21:
i see....when you want to talk to a manager,,good luck
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Why do we have to pay $3.00 to pay your Cricket bill in a Cricket establishment?
Posted by Mscookie on 01/02/2010
WINSTON SALEM, NORTH CAROLINA -- Cricket really is a rip-off When you go to a Cricket establishment to pay your bill you have to pay $3.00 fee as if you went to the Power Company and paid your Cricket bill. Why is this? That is so stupid that's the reason why I discontinued wireless service with this company. For instance if I go in the Cricket establishment to pay my power bill I will expect to pay $3.00 for cricket to handle this service which is not a part of Cricket. But when you go to a Cricket Authorized Dealership to pay your Cricket bill and is charged $3.00 to pay your bill in a building that has Cricket big as day on the building I think that is a big rip off. I only wish the FCC could really be aware of this act. They are really taking people for stupid and people without good credit has to suffer from a company using them all because of low credit mark. Sprint, Verizon, even AT&T does not charge this fee when you come to pay your bill in one of their authorized establishments.

     
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Posted by Class Advocate on 2010-01-02:
It does not make sense to me either.
Posted by Ponie on 2010-01-02:
Now, this is something 'someone' once told me: These places that accept payments for more than one company are nothing more than a third party which handles the $$ and forwards it to the proper one. The reason some signs are more prominent than others (in this case Cricket) is they purchase signs that cost more than the others. Now--as I mentioned, this is something 'someone' told me when I questioned why a hole-in-the-wall storefront in my neighborhood had about 12 different companies shown on the doors/windows. I dunno--wish I did. And someone will probably come along with a more reasonable explanation. :)
Posted by Anonymous on 2010-01-02:
Ponie, I believe you are correct. P, just mail the payment or go online and pay. Someone has to pay the employees you know....I wonder if you work for free?
Posted by memoryx57 on 2010-01-02:
LS, ya know...a simple explaination would work just as well without adding the SNIDE remarks that you are so famous for!
Posted by Anonymous on 2010-01-02:
Some places make you pay in person. AT&T does that too. I switched to Sprint and they don't charge extra to pay in the store.
Posted by Anonymous on 2010-01-02:
Memory, I don't think that comment was snide. I honestly don't think people really think that others have to do the work they are complaining about. Usually once you remind them that "hey, you get paid for work you do don't you" they understand a bit better.

I am famous for telling it straight. Most people who want to be coddled call it being snide. Just like they call being told NO rudeness.
Posted by PepperElf on 2010-01-02:
I don't think the FCC is the right agency - they're more in charge of what is transmitted over public airwaves, and what level of signal electronic equipment can give out etc.

You might however want to talk to the FTC - Federal Trade Commission.

However, for paying your power bills, and other utilities, I recommend paying the bills somewhere else then. If you must pay cash, do a search of the local grocery stores to see what fees they charge (if any) to pay your utility bills.

Other options - pay online, pay via check, or pay via money order.
Any of those would be cheaper than paying an extra $3. Even the money order fees - if you go to the right location, will be cheaper. (i.e. my bank charges $5 each, but the Byrne Dairy up the road only charges about a buck or so each - though the BD can only put up to $300 on a single money order).

the big trick will be, however, getting the payment in before it's too late.

good luck.

and hey, why not write to Cricket to complain about the in-store cost for paying the Cricket bills. They might not be able to remove the bills for paying other utilities, but... for their own bills, I agree that's a bit silly. Enough complaints and ... they might change.
Posted by memoryx57 on 2010-01-02:
LS, my mother always told me that if I couldn't say something nice to not say anything at all. Turned out to be real good advice!!!
Posted by Anonymous on 2010-01-02:
In my experience if you pay at a third party site you are charged a fee. If you pay at the physical location of the actual company you are doing business with then there shouldn't be a charge. Since the OP paid at an authorized dealer that might be considered a third party site since they deal with more than one cell company. It's just one more way more way for a business to make money, $3 at a time.
Posted by Anonymous on 2010-01-02:
Memory, Clairee said if you can't say something nice about someone come sit by me lol.

Anyway, I wasn't trying to be rude. Just asking a simple question.
Posted by LCDLBA on 2010-01-02:
There are a host of other options out there. If you go to Wal-mart you can get pay-as-you-go phone by almost all phone companies now. I thought Crickets customer service was horrible. Any time I called there, I always had a hard time understanding them (not clear English speaking associates) and they didn't seem to know policies and FCC rules. I would suggest going with a different carrier.
Posted by momsey on 2010-01-02:
LOL @ the "I'm famous" comment.
Posted by Anonymous on 2010-01-02:
Mom, lol. Well, maybe infamous.
Posted by Stef on 2012-03-27:
I don't like the payment fee. I am sure the employees have to get paid...but to enter my number into the system and hit pay, enter the amount, etc, does not warrant getting 3 bucks from hundreds of people daily. Cricket is making a killing off of people, I mean come on now!
Posted by TE4336 on 2013-05-28:
They now charge you a $4 fee when making your payment online or in a store no matter where it is. They say it's a tax but it shows up on your printed receipt as a "fee" and it doesn't show up on your online account at all.
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Be Careful of How Much Money is in Your Account
Posted by CalliK on 09/27/2012
I was on a $55 per month pay-go plan, and on the 1st of each month Cricket would take $55 out of my account to pay for another month of service. At the end of August I put $110 in my account to pay for September and October - just because I always feel better when I have extra money in an account; however, on 9/27 I called to cancel my service and receive the $55 remaining in my account. No dice. Once you put money in your account, it is theirs. They do not give refunds, even for service you never receive, and this information is nowhere to be found in the literature I received when I signed-up with them.
     
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Posted by boltonlourdes31 on 2012-09-27:
My call back on
Posted by leet60 on 2012-09-28:
This is one of the common problems with cellphone subscribers, they either do not read or do not understand the terms of service they agree to. With Cricket Paygo they specify: AMOUNTS PAID FOR SERVICE CHARGES ARE NON-REFUNDABLE. IF YOUR SERVICE IS TERMINATED FOR ANY REASON AND YOU HAVE A POSITIVE BALANCE IN YOUR SERVICE ACCOUNT OR FLEX BUCKET SERVICES ACCOUNT, YOU WILL NOT BE ENTITLED TO RECEIVE ANY REFUND.

Sorry for your experience, but as always, you should practice the caveat of "buyer beware".
Posted by CalliK on 2012-10-01:
I bought this through HSN, and I have reviewed all the materials I received. I received materials about the phone, about HSN, about the promotion (get two months "free"), and the phone number and code to contact Cricket to start my two free months, I received no terms of service and no information about Cricket. When I called to start up the service, I was only told by the Cricket rep I could either deposit money into my account or have them automatically charge my account. That's it.
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Read this before you switch to Cricket
Posted by Keesha220b on 09/13/2011
I have the Huawei Ascend 3G Touch Screen and I regret the day I paid $189.99 x2 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 strugle with this phone and the service he never even activated his phone. The reception is bad where ever I go, to work in VA or home in MD. I have to go outside to get a good singal, 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 can not hear on this phone it has the worst volume I have ever seen on a cellular phone, if you don't have a 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 can not 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 its 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.
     
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I Paid For Activation And I Wasn't Aware Of All The Lines In My Account
Posted by Dysonsameka8 on 08/29/2011
I went to a authorized Cricket dealer and activated my phone for $55 and that was for the first month. Now that my bill is due I find out that the phone is not only in someone elses name but the account has 6 other lines on it. I went to another Cricket store to get it corrected and he called customer service for me. When he got through to them he let me speak to them. The customer service agent said she couldn't do anything about it until I show a receipt. Any other customer service agent would have taken care of it over the phone. Cricket is not worth your time or money because everything about the sucks. I think my money is good with T-Mobile.
     
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Posted by tnchuck100 on 2011-08-29:
There is a lot of missing information here. Let's go with what we have. If the account is not in your name just walk away from Cricket. Dispute the $55.00 charge with your credit card company. Find another provider.
Posted by At Your Service on 2011-08-29:
Something sure is missing here. To begin with, why is the account not in your name?
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Cricket-worst in wireless
Posted by Lclay98 on 10/07/2010
Do not be misled by the hype. This was the worst experience ever. Found out you cannot cancel an order even if the phone is not in stock. Had to wait for the phone to become available, have it shipped, refuse delivery and then wait 30 days for money to be credited back to my account. You will do better paying a little more for service and getting what you want.

     
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Posted by Alain on 2010-10-08:
I agree with you: "You will do better paying a little more for service and getting what you want."
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Cricket - Customer Service? What's That??
Posted by PODConsumer on 04/03/2010
For the first time in my life I got a cellular phone. I have very limited finances and do not use the phone a lot so Cricket seemed ideal. I was VERY WRONG!!! Ever since I got it, I have had problems making calls, getting caught in endless ACD loops, & Customer Service?? Forget it!! I called Customer Service today, because I was caught in another ACD black hole and not only did I get the impression that the ONLY English the agent knows is that which is in their script, but I'm pretty certain the agent wasn't ALLOWED to say anything that WASN'T in the script. On top of that they never registered my service plan change and refused to give me any kind of refund. Additionally, the only "HELP" I was given for the ACD loop was "Wait 24hrs for the service change to take effect and reprogram the phone." I MEAN COME ON!!!! I used to work in Customer Service when it MEANT SOMETHING!! Like HELPING people! What happened to the CUSTOMER IS ALWAYS RIGHT??
     
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Unimaginable Horror
Posted by Jenjge on 01/03/2014
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!
     
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Posted by Soaring Consumer on 2014-01-04:
I suggest contacting your bank or credit card company and have the charge reversed.
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