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Jitterbug is an Embarrassment
Posted by TOKER66 on 04/29/2010
CARLSBAD, CALIFORNIA -- As an employee of Jitterbug since 2007 I need to say that Jitterbug is a a lousy company to work for and do business with. The company does NOT care about it's customers or employees. The Customer service Director, Abe Bui, is a real piece of work---this is a guy who had absolutely NO experience in the wireless industry prior to coming to Jitterbug. he also has NO people skills whatsoever and walks around the call center all day scowling at and intimidating employees. When it comes to customers, Jitterbug really takes the cake. Customers are treated as if they are stupid because they are of a generation that finds electronics challenging.

There have been many instances of Jitterbug printing incorrect billing statements and when the customer calls to inquire, the customer service reps are FORBIDDEN to contact the billing department directly to provide a resolution for a customer--this in turn causes an unnecessary delay, which in turn causes the customers cell phone service to be interrupted...any way the Jitterbug Management team can screw a customer is OK with them...

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Posted by wjk898 on 2012-10-20:
In my senior community we consider their advertisements embarrassing - if not, downright demeaning to old people. Use Consumer Cellular. It's cheaper and works fine in most areas. They send you a detailed bill every month and get this...if you think you might go over in a billing cycle you can change the plan for that month so you don't get charged high rates for overuseage. Its a very honest outfit. I used them for years.
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Jitterbug: Service Plan Ripoff!!!
Posted by Jalapenojazz on 11/30/2009
I recently purchased a Jitterbug phone with a Simply 29 plan (250 anytime minutes, 500 evening/weekend minutes) for my elderly mother. She tried using it for a month but was unhappy with the service for several reasons, so I decided to get her a landline. My mother has difficulty dialing numbers due to the rheumatoid arthritis in her fingers, so she used the Jitterbug operator service to dial her numbers. Little did she know, every time she dialed the Jitterbug operator, she was billed for 5 minutes of Jitterbug service! She though that this was a free service provided by Jitterbug. NOT!!! Be sure you READ THE FINE PRINT!!!
Then she gets her bill and she was charged for 120 minutes for dialing the Jitterbug voicemail retrieval number!!! After seeing the initial bill from Jitterbug, we decided that Jitterbug is definitely not "elderly friendly" as had been described, so we got a Comcast landline and changed the Jitterbug service to a basic plan (50 minutes per month for $14.99) for emergency use only. We made this change on the last day of the current billing period. Here comes the next bill.....WHOA!!! We received a bill for $86.00 when we were expecting a bill for $14.99!!! Ends up they treated all the calls in that billing period (400 minutes) as if we had been on the $14.99 basic plan the entire prior billing period!!! We were never told that we should wait until the first day of the next billing period to downgrade our plan! UNBELIEVABLE!!!

In my opinion, Jitterbug preys on the elderly population. Many of the elderly will not be savvy enough to read the FINE PRINT and to question what is going on with their bill. I cancelled my mother's Jitterbug service today. BYE BYE JITTERBUG!!! GOOD RIDDANCE!!!
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Posted by joyfulme1947 on 2013-08-07:
They did not tell me that they do not update minutes used on the phones for 72 hours. I made calls thinking I had plenty of minutes ... Now I am 153 minutes over - at .35 a minute. I am not happy!
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They Really Don't Like There Customers
Posted by MAD T.C. on 10/16/2007
FORT MYERS, FLORIDA -- I called customer service to replace my Jitterbug cellphone which stopped working. I FedX'd it to them the next day. I've now been without a cellphone for 3 weeks. I've been told three times by three different CSR's that my replacement cellphone will go out in one or two days.

To make matters insulting, one of the CSR's didn't put me on hold and I could hear the conversation between I believe three people about my account. One person told the other - "I don't know what to tell this guy (me)", someone else said "I hate it when the bosses in charge don't give you a system that works so we can do our job".

And the icing on the cake was when I was put on hold for 15 minutes, a rep came back on the line and said, can I help you. I told her I've been on hold for 15 minutes, I keep getting promises and no action, so I want to talk to the President of the company. The CSR gave out a big belly laugh and said "I'll transfer the call right away and good luck getting him to answer". Sure enough after another 5 or 10 minutes on hold the line went DEAD.

These folks hate there jobs, hate there boss, and treat there customers like crap.

I leave it to you to decide if you want to sign a contract with a company like that.

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Posted by honestrep on 2007-10-29:
LOL. This is hilarious. As a former employee this brings back memories of working for one of the most incompetent and scandalous organizations I have ever worked for. Working for Great Call Inc. and Jitterbug is a lesson learned in how not to run a business. The company Great Call Inc. aka Jitterbug does not care about its customers, employees, or anything really... except for ripping people off. I sympathize with you. Do yourself a favor and get a cell phone with a reputable company and tell all your friends about the experience you had with Great Call Inc. and Jitterbug. Jitterbug phones have terrible service and reception. Jitterbug phones also come with terrible customer service. They train their employees with as little information as possible so they don't know what is going on behind the scenes. The owner's name is Arlene Harris. You can reach her by email at: arlene.harris@jitterbug.com The customer service manager's email is: abe.bui@jitterbug.com Abe Bui is a real nit-wit.
Posted by poetbroad on 2009-02-11:
I think Jitterbug intentional targets an audience (seniors) that doesn't have much saavy about cellphones, and then proceeds to rip them off. I've reported them to AARP, FTC, and BBB and now here. We got one for my husband's grandmother and I've been in trouble with the family for the choice ever since!
Posted by carlsbaddoterra on 2012-05-14:
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Jitterbug Cell Phone A Ripoff
Posted by Kimmjo on 07/28/2008
CARLSBAD, CALIFORNIA -- I purchased a basically new Jitterbug phone which worked fine when I sent it in to Jitterbug to be programmed for my parents and was told it had water damage and I'd have to purchase a new phone. Very difficult to believe it actually had water damage. Have been trying to get the phone back for a month and a half to have it checked out. After several tries they still haven't sent it back. I feel this company is ripping off consumers. The following is a record of events to date:

6/11/08 Didn’t hear from anyone from Jitterbug for 2 weeks, called to find the tech repair department determined the phone had “water damage” and no one had contacted me. I was told I would have to purchase a new phone. The phone I had sent in was basically brand new when I received it and I took it out of plastic. Nothing had happened to it while I had it and I sent it to Jitterbug extremely well packed and in a sealed bag. I had played with the phone before sending it to Jitterbug. All functions worked perfectly and it didn’t have a scratch on it. Previous owner said it worked fine when she had it but very nicely sent me a complete refund. Asked Jitterbug to return the phone to me.

6/13/08 Called again to check on status and what I could do. Lady answering said didn’t have any record of me asking for the phone back but she would re-request it. Goggled “Jitterbug water damage” and came up with several web sites stating Jitterbug often cited water damage and other problems when asked to reprogram phones and often overcharged customers.

6/30/08 Still haven’t received my phone back. Called Jitterbug again and spoke to “Wes”. He said that an email had been sent to repairs on 6/13/08 but it didn’t look like the phone had been sent out for some reason. Said he would make a point to re-re-request it be sent back to me.

7/27/08 Haven’t received phone. Called Jitterbug again. Lady that answered said they have no record of me in their database.

7/28/08 Shatika. Asked again about returning phone. She said she would send out a “followup” to everyone in Tech Department which is a step beyond what people have done previously and this should work. Pending.
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Posted by wjk898 on 2012-10-20:
They recycle these phones apparently, and ya know, granny gets carried away giggling at old sit coms, the phone falls out of her nightgown and gets jammed between the wet sofa cushions and ...bingo you get a phone with "water damage."
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Jitterbug "owns" my phone number? Really?
Posted by Tmopp on 10/03/2012
TEXAS -- After several years of Jitterbug use I needed to upgrade. The phone had worn out -- took hours to receive voice mails --the ringer often didn't work, etc.-- however, my business cards have the Jitterbug number, so I tried to have the number ported. THREE different cell companies (Auto Club Cellular, T Mobile and Verizon) have tried to port the number and after many conversations and hours on the phone, tonight I was told that Jitterbug will not port that number because they "own" the number. And, when they did not port the number to the first company they did close my account -- meaning I have not been able to receive or make calls on the cell for a week. . . . . major issue for a substitute teacher -- job offers are made by phone. . . .
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Company Response on 10/07/2013:
My name is Sue Weaver, and I’m the VP of Customer Service at GreatCall, creator of the Jitterbug cell phone. I saw your post today and hoped I could personally discuss your concerns with you.

We apologize that you encountered these issues, and would like to learn more from you about your experience so that we can resolve this for you and prevent this for other customers in the future. If you would like to discuss with me, you may contact me at your convenience at 760-602-6700 and ask to speak with Sue Weaver.
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Posted by melissa253 on 2012-10-03:
When I realized that 'I had every single number that I needed' stored in my cell phone and that if I lost it or something that I didn't know any ones # without looking. It was then that I wrote down every # that was in my cell phone and it's now in small a phone book (remember those?) in my purse.
Posted by Kris10 on 2012-10-03:
OP, you may want to check with local laws, because in some places, phone companies cannot own phone numbers and if you request it to be ported over to another provider, must be. Check and see if this is the case in your area.
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Think twice before buying
Posted by Marharyta on 04/27/2011
SAN DIEGO, CALIFORNIA -- After making a purchase from Jitterbug I wasn't given any account number or any shipping notifications. So I went online and I found all those negative reviews and complaints about Jitterbug... I called them to cancel the purchase. Their charge was still pending on my credit card and I hadn't receive the phone yet.

But they said it had already been shipped and even if I refuse the package from them I will not be getting back the activation fee of $35 and shipping fee of $10. They claim the phone comes activated already but when I talked to their customer service representative before making a purchase she said I would have to call a specified number that will come with my phone to activate it. They have 30 days return policy where they refund the phone cost but not the minutes used from the plan nor the activation and shipping fees. But that is if you activate and try it. In my case I don't understand why should I pay activation fee if I never even touched the phone. Also they don't have any tracking number for the shipment so I am not even sure the phone had been shipped. No matter the outcome I would like people to know about Jitterbug and their dirty business practices. You can find hundreds of complains from their existing soon to be former customers online at http://www.consumeraffairs.com/cell_phones/Jitterbug.html

Former Employees and Customers Speak Out Against Fraud and Poor Management at Great Call Inc DBA Jitterbug Cell Phones
I found these comments at: http://www.betanews.com/article/Jitterbug_Makes_Cell_Phones_Easy/1165958010

By honest abe edited Nov 17, 2007 - 5:18 PM

BEWARE OF THIS COMPANY!!! Check with the BBB first. This company offers poor service, poor service plans, and a terrible handset. The goal of the company is to be first to market and sell their subscriber base. The goal is to get the customer not keep them. There are a lot off issues ... check them out before you buy.

Score: 0 By JBInsider posted Nov 15, 2007 - 11:08 AM
Read Company Response
Company Response on 04/27/2011:
Hello. My name is Sue Weaver, and I’m the VP of Customer Service at GreatCall, creators of the Jitterbug cell phone. I read your post today and wanted to personally reach out, as we apologize you’ve experienced trouble with your order.

We strive to offer our customers a superior level of customer service and superior products, and as such I would be very interested in speaking with you to learn more about your experience, properly address your concerns, and answer any questions you may have.

We will be reaching out directly to you, though in the meantime you can please feel free to call me at your earliest convenience at 760-602-6700 and ask for Sue Weaver.
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Posted by fast327 on 2011-04-27:
My wife and I have had Jitterbug for three years now and we love it! It fits our needs very well and we have had no problems of any kind. Everyone's mileage varies.
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Dishonest Sales People
Posted by Mad in NC on 06/21/2010
I returned the cell phone in April of this year. They are still charging my credit card which I never authorized for a cell phone I do not have. I get a song and dance every time I try to talk to a sales person. This company as per all the other complaints I have read as well from my own experience is stealing money from my account which is factual as I can prove from my credit card company. They should be run out of business and I intend to report them to Attorney General office here in NC.
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Company Response on 06/22/2010:
I am concerned to learn of your issue and as VP of Customer Service for Jitterbug I would appreciate the opportunity to resolve any problems. Please contact me at your earliest convenience.
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Posted by Cody on 2013-08-11:
I was interested in using Jitterbug but I won't deal with a customer service that is this disrwapectful. I have had this same experience with other vendors and its a complete show stopper for me.
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Beware of Jitterbug coverage
Posted by Cbharris on 11/21/2012
Do not rely on the website map that shows coverage over most of the U.S. I bought in reliance on the map, plus checking the coverage in the zip code, and found out that I can get no service. Talking to the company didn't help.
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Posted by fast327 on 2012-11-21:
This is exactly the reason I switched to Consumer Cellular. Rates are better and so is the coverage.
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Difficult to cancel
Posted by Acmsi on 11/08/2010
Several years back I obtained the Jitterbug Service for my mother. She is now 93 and is not using the phone. I even set up the web site with password etc. Yesterday I called Customer service to cancel her service and was told only she can do that. I went on the web site and could not find any place to cancel the service. It is going to be difficult to get mom to say the right things on the phone. Since this company is dealing with primarily the elderly and, in turn, their caregivers they need to learn to accommodate the situations this will present. There should be the opportunity to cancel service on line if you have the account information or even through customer service if you have the account information, log in etc.

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Company Response on 11/08/2010:
Hello. My name is Sue Weaver, and I’m the VP of Customer Service at GreatCall, creators of the Jitterbug phone and service. After reading your post I wanted to personally reach out, as we apologize that you’ve had trouble cancelling your mother’s account.

As a company dedicated to meeting the needs of our customers, I’d like to speak with you directly so that I can resolve this to your satisfaction and learn more about the issues you’ve experienced—so that as a company we can better address this in the future.

If you’d like to speak with me, you can please call me at 760-602-6700 and ask to speak with Sue Weaver.

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Posted by MDSasquatch on 2010-11-08:
If you have all the information, just have another female sounding person call and cancel the service; I doubt they are going to require physical proof of her identity over the phone.
Posted by Skye on 2010-11-08:
Posted by Leslie on 2011-05-20:
I cancelled my service April 7,2011. My billing period was March 12 thru April 12. I did not use the phone after 4/12. I get a bill for 4/12 thru May 12. I contacted reps in Utah, Michigan (twice) elsewhere by phone and e-mails. Got nowhere! Got someone in Carlsbad, Ca.Apparently the first rep I called in Michigan did not cancel- other reps said I'd call back to cancel which is a blatant lie. I told him I'd call back if I wanted to return to Jitterbug. I don't know what's going on. I made the payment today for the March 12 thru April 12 billing period after I realized that the payment I made in March was for the month of February. The first customer rep wanted to give me a lower rate after I explained to him that as a 77 yr. old senior my income was limited and I do not make many calls. I have decided that I will not pay for the period that I did not use the phone. I wonder what the Federal Communications Dept. will say? What about the Better Business Bureau? I will complain to all whenever I can if I can't get resolution to this problem. I'm worn out talking to customer representatives.
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Extra Month Rip Off
Posted by Spinguy2 on 12/27/2013
Company refused to close my account without charging an extra month. Their policy is to squeeze an extra payment out of you.
My policy is to not pay for services I don't want!
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Posted by GC Customer Satisfaction on 2014-01-03:
We apologize that you encountered these issue, and would like to learn more from you about your experience so that we can resolve your issue. Please email your account information to us at GCCustomerSatisfaction@GreatCall.com. We look forward to hearing from you to resolve this issue.
Posted by GCCustomerSatisfaction on 2014-01-13:
We apologize that you encountered these issues, and I’d like to learn more from you about your experience so that we can resolve this for you and prevent this for other customers in the future. Please contact use at your convenience at gccustomersatisfaction@greatcall.com with your account number or cell phone number so that we can review your account.
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