TracFone - Page 2

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My TracFone Experience
Posted by on

I have used Tracfone for 3 years, because it seemed the most economical option. I have put up with their inconvenient methods before (such as streams of codes to fill in, bad customer service), but this time I have had it.

My Tracfone died, so I ordered a new one. I was told I would have to wait for the new one before I could have the number from the old phone "ported" into the new one, and I would have to call back to have that done.

So I called back when I received the new phone, and was told the number transfer process should take 3 to 5 days.

I phoned back at that time and was told I need to give it 5 to 7 days.

I phoned back and was told I should give it 10 days.

It has been 12 days, and still no resolution. This is unacceptable.

I just emailed about my situation through their website and received an automated reply that said to give my situation 7 to 10 more days. You've got to be kidding me.

To further frustrate things, no one I have spoken to speaks English well (Tracfone has clearly outsourced their customer service to foreigners), they are hard to understand, they are not friendly, they are not helpful, and they don't even attempt to not sound like they are reading from a script.

When I spoke to a supervisor, same thing--it was only after about 7 minutes that she finally began having a real conversation with me instead of just mindlessly reciting lines. Of course, this still didn't do me any good.

Furthermore, when I initially called about my dead phone, I said there were minutes on it that I'd need to transfer to the new phone. The rep said fine, I could do that after the number ported, and after it was activated, etc.

However, when I brought this up to the second representative, she told me that I wouldn't be able to recover those minutes since I can't turn my old phone on (because, er, it's BROKEN!, that's why I was calling!). I challenged her on this based on what the previous rep had said (and based on the fact I already paid for those other minutes). She told me "what you SHOULD have done is . . ."

And I must say I lost my cool then. I've followed their instructions just as they've given them. I will avoid them and counsel others to do the same.

I propose a new motto for Tracfone:


2/24/06 update

Yesterday, 2/23, called TracFone customer service line and immediately asked for a supervisor. Was transferred to "Emma" who identified herself as an assistant supervisor. (I've worked in a call center before and more likely than not, Emma, and any other "supervisors" are merely regular reps with good stats). End result of that conversation: "Sorry for the inconvenience. We will give you 20 free minutes, here's the Interaction number for that. The problem will be resolved tomorrow."

Let's see, first it's 5 to 7 days, then 7 to 10, then a couple more days, then "tomorrow." Wouldn't you know, it is "tomorrow," and it's still not ready.

My first call today, I spoke with "Supervisor Onicka." After about 10 minutes the line was disconnected. Perhaps that was an accident?

My second call, I asked for Onicka, gave her ID number, and the rep put me on hold. He came back and said she was off the floor. Hmmm . . . Maybe she was, it's possible.

She transferred me to another supervisor, and this time I spoke to "Supervisor Alex" who said he was in charge of the floor. I confess that although I was fairly calm, I did use a few expletives, such as "This is going to be fixed today, because I am tired of this BS." (I did no name-calling, though, but I want to accurately portray everything here.)

"Alex" put me on hold and talked to other mysterious departments (who I was not allowed to speak with directly) and after 10 or 15 minutes, he said it would be done on Thursday, which just shy of a week from now (today is Friday), which would be 3 weeks total (minus 1 day) from when I first called.

I explained that this was unacceptable and told him to transfer me to his supervisor. He seemed reluctant to do this at first, but he did transfer me, to an "Oliver." I briefly explained the situation to Oliver (no expletives), made it clear that this needed to be resolved today, and he hung up on me.

Yesterday I mailed a certified letter to TracFone's EVP of Operations, and a copy to their CEO and the person in charge of Executive Resolutions, explaining the situation to date and listing my expectations.

I may go ahead and file a complaint with the BBB as well.

I really don't understand why, in 2006, it would take more than 1 hour to "port" a number internally anyway. But 3 weeks? I just don't get it.
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WMUstudent on 02/24/2006:
Call Tracfone's executive resolutions representative at 305-715-6583. I hope that helps.
versippi on 08/28/2006:
I have been out of service for 69 days. TracFone excuse: "They can't seem to port my TracFone number to the right tower. Until the end of June my TracFone worked just fine. Why change towers??
ettapet on 10/07/2006:
I don't feel alone anymore. Can you pass on any perinent addresses, please
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You Can Take Your Phone # With You But Only For 2 Weeks
Posted by on
Rating: 1/51
I wanted to upgrade my Tracfone, purchased another Tracfone from HSN. HSN and Tracfone both said I could take my Tracfone # with me on the upgrade. There were still minutes on the old phone. CS for Tracfone and HSN said no problem you can keep your same Tracfone #. I got the new phone and activated it. I had my old # and it was working on the new phone so I put minutes on the new phone and the phone worked for about two weeks then stopped working. It said the SIM card was unregistered on face of phone. After 1.5 hrs on the phone CS said they would send a new SIM card, but it would take a week to get it. Waited a little over week no SIM card called CS again, where is SIM card? Told it was cancelled, but could not say why, another 1hr + on phone they said would request for SIM card again.

I got the SIM card called in to get activated was told my phone # was not available even though I had that # on my Tracfone for almost 2 years and it was working on the new phone. Now they will not give me my phone # back, nor will they refund the minutes I put on the new phone that no longer works. I do not want a new phone # for obvious reasons, numerous notifications to medical sources, family, friends and business sources etc. A big pain! I am out of almost $150.00 for less than 30 days of service and a phone that does not work.

I did every thing I was supposed to do, it was Tracfone who engaged in deceptive practices by saying I could take my # with me and actually giving the # to me for 2 weeks then taking it away and refusing to make me whole. As soon as the "shut down" is over I plan to make complaints with FCC as well as the Illinois Attorney General.
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Tracfone "Everywhereness" Commercial Is a Lie
Posted by on
Rating: 1/51
MIAMI, FLORIDA -- Approximately late November 2012 bought through QVC a Tracfone LG800 with very good deal of 1400 minutes, over a year of service with renew date February 2014, and lifetime triple minutes for every one minute you purchase. Initial cost was $100.00. Phone worked great from my home for about 5 months. Then one day from my home I could not get a signal. I called Tracfone and after 2 hours and a dozen or more of long sets of numbers to enter into the phone and constantly asking to repeat that I can't understand what you are saying (heavy accent) we finally got a signal. Phone worked until I hung up and tried calling a friend got a weird message “emergency calls only”.

A few days later I called again, and again was put through the same crap of entering long sets of numbers. I still could not get a signal. I insisted upon speaking with a superior and was given a number to their corporate headquarters. It turned out to be a detour to customer service. I told them to connect me with a supervisor and she said I have to enter all these numbers first. I told her that has been done several times it doesn't work, connect me with a supervisor.

During one of my calls to service she just hung up on me because it was quitting time. I didn't realize they have hours only until 11pm. Imagine that, no 24 hour service.

Then my sister-in-law spoke to them and got another phone number to call which turned out to be the same number I had. Again they had me entering long numbers So after fighting with them I finally convinced them to send me a new phone. Received the so called new phone which was really a reconditioned one. It still does not work at home. It will work in some areas outside the home and not others.

"Everywhereness"??? I really look forward to nights in dead of winter getting into my Jeep and driving down the road to call my friends. I have been cheated out of my $100.00. They picked my pocket! My recommendation is stay away from Tracfone. You never know when they may decide to change the signals. Oh and their commercial about “Everywhereness” is a lie. I'm everywhere and I can't get that “Everywhereness” signal.

Ticked off in New York.
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No Support Unable to use Mailbox
Posted by on
Rating: 1/51
MIAMI, FLORIDA -- I have just spent 82 minutes on the phone with a customer service representative This was my second call to TracFone today.

I did not set up a Mailbox when I activated my phone. I now need one. When I pressed 1 to set up the Mailbox I received the message "Welcome to AT&T voice mail. We need more information to direct you to the appropriate Mailbox." Then "To leave a message, dial the 10 digit number for the person you are trying to call" The other option was "If you have a mailbox on this system, press the # sign." Neither option applied but I pressed the # sign and got "Please enter the mailbox number specified by your system manager!." So I called for help!.

The first representative put me on hold 6 different times for 2 to 4 minutes each time and kept coming back to tell me that "The application is loading",. He finally came back on after placing me off and on hold for 27 minutes and said he could not help me but he was transferring me to someone who could. I held for another 17 minutes and then hung up and called back. The second representative told me after 82 minutes of repeating the phrase "The application is still loading" that "it appears the application will not load" and he said there was "nothing else he could do for me today" I asked him to transfer me to a supervisor and he sent me right back to square one in the general que.

These guys know that we pay by the minute right? We do not have unlimited talk time or rollover minutes;.

I tried to enter an online request for support but the Web page went to nowhere land when I hit the submit button!
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Pathetic Enough To Make You Weep!
Posted by on
Rating: 1/51
KEY LARGO, FLORIDA -- I had been a customer with Straight Talk for more than 3 years but the summer of 2011 is when the Tracfone system that was powering Straight Talk went haywire and I spent hours on pay phones (great fun finding one that worked) while traveling trying to get my Straight Talk and a new Tracfone to work. They somehow worked the bugs out and things were good till I needed to replace my phones with new ones. Now they had SIM cards and the fun began. Kept one phone 8 days and returned it thinking my problem was the phone. Ordered a new one on-line and proceeded to call and e-mail about not being able place or receive calls.

In a one month period other than the calls the techs would make to test the phone I received 8 calls and was able to make even less calls out. Returned that phone and gave up on Straight Talk bought a Tracfone. The store clerk spent 20 mins porting my number but they had to send me a new SIM card???? So for 2 days no one knew my number and then when I got the SIM I could not make or receive calls. Spent 2 hours on the phone passed off to 6 different people before Julio was able to resolve my problem. But - the second new phone which I have had for 1 week has only worked when I call tech support and they test it. I just spent another 1.5 Hours on the phone. First tech passed me off and I went on hold to that "pathetic" hold recording and then they said there were so many waiting I should call back at another time. 9:45 Pm called again passed to 2nd person turn off/on, remove battery, enter codes, remove battery and SIM sometimes works when he calls me sometimes not, I ask for a supervisor and guess what, I get disconnected! I call back busy recording 'call is important to us', yadda yadda. Tech called back while I am on hold listening to the noise and leaves a different number to call him back - try that, get some long string of numbers and no connection.

When I try to make a call from my land line to the cell I get a 'cannot be completed at this time and a message 6. When I try to call from my cell it looks like it is ringing - no sound - and after 3 pulses on the face of the phone it says call ended and goes back to the home screen. Text works and I can call voicemail for all the good that does as I am not receiving calls.
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leet60 on 03/05/2013:
I moved to straight talk from TracFone a year or two ago. I preferred TracFone, simply due to the double minutes and the fact minutes did not expire at the end of the month. My primary reason for switching was the lack of decent phones with TracFone.

Straight talk is powered by TracFone. They do not have their own towers and the service "piggybacks" off existing carrier towers. Often if a tower is busy with their own subscribers the system will try to route you to another tower,sometimes failing to do so.

I switched phones with straight talk to a newer phone and had a similar experience to yours at one point. After hours of calls I reached a representative that advised me to dial *22891 (this is different from the *22890 they used to program your phone). Using this number I was able to get may phone to work again. You may want to try this option.
keysgypsy on 03/05/2013:
Starlord on 03/06/2013:
I have been with Tracfone for nearly eleven years now, and have never had a problem such as described. Not in 2011 or any other year, For service when the big shots had none, clarity of the calls, reliability, and phone service for $6.50 per month, I will stick with Tracfone.
keysgypsy on 03/12/2013:
Walter on 08/08/2013:
I had similar experience with their C.S. All I wanted is to correct my visa charge card but could not do it on their web site. Was transferred around as they did not know what they were doing. They tried to sell me minutes instead when I only wanted to update my visa card.
beautifulwitch on 09/30/2013:
Please go to a Walmart and let them know. They kept cutting my service short by however many days I overlapped service - I wasn't getting all my time. I got real tired of it and took to Twitter with both StraightTalk and Walmart. The days have been straightened out, but now someone is in my phone, changing settings and continually shutting down my videos. Walmart needs to bring this service back from India and use US workers. Never got screwed by Verizon, which I will be going to soon. Good luck!
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Don't Do Business With Them
Posted by on
Rating: 1/51
MIAMI, FLORIDA -- I have been TRACFONE for 1 year and a half. I thought initially it was a good pay as you go with triple minutes for the LG phone. I have had MUTLIPLE MULTIPLE problems with customer service. Calling the MIAMI number you are on hold for long periods of time. When not on hold you get transferred to Costa Rica the Philippines and this past Saturday was routed to Columbia. I asked numerous time to speak to a SUPV only to be put on hold longer and then the call was disconnected by TRACFONE.

Recently March 1, my TRACFONE only 3 months old, died - the on off switch ceased to work. I called TRACFONE - said they would send me a new one. Then on Tuesday, I decide NOT to get the new phone as I was switching providers and ending the terrible service with TRACFONE. I called - placed on hold for 15 minutes until I spoke to someone. I gave her my ticket # told her I do NOT want the new phone. I asked if it was shipped she said no. She cancelled it for me on Tuesday. I come home on Thursday and its at my door. I was LIVID. I called - was on hold for 45 minutes. Spoke to two people who could not help me and asked to speak to a SUPV. They wanted me to bring the phone to the P O to mail it back. I said NO, This is YOUR problem as I cancelled it on Tuesday. Finally was able to reach a supv - she and I sparred back and forth. I was on the phone with TRACFONE a total of 110 minutes.
TERRIBLE customer service, terrible people - some who cannot speak English. And I had to be on hold for 110 minutes when I called on Tuesday to cancel this new phone order. NOT my problem but they made me take 110 minutes out of my time to call them back AGAIN.

Last year, Kim in corporate was the only one who could help me. I had her phone # and lost it. The multiple calls this past month I requested to have them email Kim and wanted her help again. Never heard from KIM and doubt they emailed her. She is the only one who resolved my previous problems.

This is a TERRIBLE company for customer service. DO NOT USE THEM.
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Jeff on 03/04/2013:
I used TracFone a LONG time a go and I hated it. It used to cost something like 10 cents per minute to call anyone, and always rounded up to the next minute regardless if you used 1 minute 40 seconds, or 1 minute 1 second....I remember having to call them a few times and I had problems with them too.
Did you pay for the new phone? I mean if the phone was free, who cares if they sent it to you.
Starlord on 03/07/2013:
This is one unhappy customer. I have been with Tracfone for nearly eleven years now, and cannot be happier. I got the first one, because I saw the need for a cell phone after nearly having an accident, but could not afford the big guys. I tried Sprint, and my Sprint phone would not even work in the radio Shack store in Casa Grande, AZ, which was a Sprint dealer. I get excellent sound quality, great service, and I pay about $6.50 per month for the service. Try getting a deal like that from Sprint or AT&T. Tracfone is what the other services wish they were.
Wenzel on 05/10/2013:
I have been a Tracfone customer for about 10 years. I started with them because I was tired of paying more for my cell phone than my home phone. I absolutely LOVE my new LG840G that I got not too long ago and I get triple minutes every time I buy time. Tell me what other company rolls your minutes over and charges $164.00 for 2 years service! And that comes with 400 minutes - which with my phone comes out to 1200 minutes. I feel Tracfone is the best value out there. My LG does just about everything my sister's smart phone does and she pays $200 a month with Verizon. I have never had problems with customer service - guess I'm just lucky - and I am very happy with Tracfone.
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Excellent Phone and Service
Posted by on
I just purchased the LG 800G cell phone from the Tracfone store, and I can tell you when FedEx says overnight delivery, they mean it. When the phone arrived, I plugged it in to finish recharging the battery, and it took a lot less than the stated five hours to reach full charge. I went to the Tracfone site and activated the phone and hade my number and minutes transferred from the old phone to the new one. I intend to give the old phone to a friend who recently gave us a scare, and doesn't have a cell phone. The time on the computer to change the information on the account was very simple and straight forward, and the process was accomplished in about 15 minutes. My only problem is not the fault of Tracfone or LG, I accidentally brought up some apps onscreen and don't know yet how to get them off the screen. All in all, I am very pleased with Tracfone, as I have been for over nine years now. My Tracfone has never failed me, unless I forgot to charge it.
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MRM on 12/23/2011:
Kudos to Tracfone customer service for great service and congratulations on your new phone!
MRM on 12/23/2011:
I have a Motorola Triumph from Virgin Mobile and its a great phone! It just boggles my mind on why I didn't do a review on the phone. I could have gotten my 6th star by now!
Skye on 12/23/2011:
Nice review!

Finally, a phone you can depend on.
Starlord on 12/23/2011:
I failed to put it in the original review, but the phone cost $49.99 and the tax on it was four dollars and change, plus I get triple minutes for life, and no contract. If the big oufits were as reliable and affordable, they would have more customers. Tracfone has upgraded the phones they offer, so there are now phones for every taste and pocketbook.
Alain on 12/26/2011:
We've been using TracFone for about 7-8 years now and have found it suits our needs quite nicely. Good review, Starlord!
clarksvilletn on 12/26/2011:
I had a good experience with the service,except for not being able to understand what I was being told by someone whose native language was obviously not English. Their phones were not so great. The first one was great. The latter ones I bought I was only able to recharge the batteries a few times before they would no longer take a charge.
Rose on 10/04/2012:
I put 2 60 on same phone by mistake and I called Tracfone and had the nicest lady fix everything for me. She fixed the problem in no time and now we have both phones with the new minutes.
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Poor service
Posted by on
Checked web to see if I could address problem there, but there was no way to do it. Called Tracfone yesterday. Put on hold for long period waiting for a representative to speak to. Awful music. Finally got someone to talk to who was difficult to understand and had problems understand me because he was from another country. Was on phone long periods while he supposedly researched. Finally disconnected me. He never called back. I called back and was told Tracfone was not accepting calls because of high volume. Called later and went through the above process again. Was told they could verify only 320 of the minutes and I was finally able to get some credit for that. Asked to speak to a supervisor and was told I was being transferred to one but was sent back to the original holding pattern.
Minutes disappeared from my phone and Tracfone refuses to credit the full amount. Had to wait on hold multiple times, got disconnected, misdirected, etc. Finally got 320 minutes, but when I asked to be transferred to supervisor I was misdirected back into the main line to hold again for another representative Spent hours on phone.
Other problems: (1)Bought phone on line that was supposed to work in my area. Tried to transfer old Tracfone number and minutes. Never got phone to work. Never got old number back. After many calls (with the same holds, failures to resolve, disconnects, misdirects, etc. as mentioned above)I was told my phone must be defective and they would send me a new one. Arrived about a week later and it did not work either. Went through the same process as noted above. Still no service. Was then told I had the wrong phone for my area (even though their web site said it worked in my zip) I went back to the web, ordered and paid for the phone that tech said I needed. Returned the other 2. Received new phone about a week later and went though the whole process again but eventually got phone activated and minutes transferred. Never got my old number back. Spent probably 20 hours or more on phone problems in the last 2-3 months.
(2) Cannot get phone register online for value plans. Get message that says the serial number belongs to another account. This is still unresolved and makes it difficult for me to get minutes on my phone.

Tracfone used to be a good deal and I used them for the last 8 years. However, customer service has gotten progressively worse to the point where it is not worth it to deal with this company at all. Also avoid Straight Talk and Net 10 because they are all related and have the same problems.
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EH on 03/21/2014:
This complaint could have been written by me. The exact same thing has happened and Tracfone either does not care or does not know how to deal with the problem.
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Tracfone customer service reps lie
Posted by on
I bought a refurbished TracFone and the 250 minute one-year card from I have had a problem with my TracFone from day one. It took from the day I got it (4/9) until 4/27 to finally get the thing activated. I tried to port my Verizon number, and received a new sim card the second day or so, but that didn't work because the number didn't port. That didn't bother me, as long as I got the phone to work. I called customer service. The person I talked to asked for my SIM card #, the new sim card I had just received, and told me that the SIM card wouldn't work in my area. She said she would send a new one. I waited 3 days and never received a new one. DON'T LIE AND TELL ME YOU'RE SENDING A SIM CARD IF YOU'RE GOING TO DO NOTHING.

I called back and the next person told me that my number didn't port and that he would have to send me a new sim card so that I would have a phone number. Sim card # 3. On 4/24 it did come, I popped it in the phone, went through the activation online, on the phone, and nothing happened again. I called back on two different occasions, was walked through a ton of code-entering. Once they got the phone "activated" they asked if I had an airtime card to add, to which I gave them the number. The typical ending answer would be to "wait 3-4 hours and if it isn't working then call back." Which I did. Again and again.

In the early morning of 4/27 the phone actually was working, and actually had its very own phone number, but out of my 250 minute card (ended up being 400 minutes total with bonuses, every time I tried to activate the card it told me that much) I only had 120 minutes on my phone. And that happened by accident by one of the people trying to help me get my phone activated, I entered a code she read me and 120 minutes show up on my phone.

So I called back on 4/28 to find why the remaining minutes weren't received. The last time I called TracFone was the worst. I called and ended up with a man who I hung up on because I couldn't understand what he was saying because his English was so heavily accented. No problem, I could deal with that.

Calling back I got someone I could understand. I explained that I didn't receive my original 400 minutes, but I had 120 (which seemed to confuse her) and asked why I didn't receive the other 380 minutes. She checked the airtime card and told me that the card had been redeemed on 4/12 ( phone wasn't even working then!!!) and that I had used my minutes. I said no, I couldn't have used my minutes because I didn't get the phone to work until 4/27. Is someone else using my minutes? She said no, that I had used them. At this point I was very angry. Finally, during one of the many "I need to consult with someone, can you hold" episodes, I asked if I could talk to her supervisor since she wasn’t helping me.

After 15 minutes or so on hold, he came on the line. I told him my problem and he told me the same thing, that the phone card had been activated and the minutes had been used. I told him that I hadn’t used them. I was so furious that I then told him I wanted a return authorization number to return the piece of crap and get my money back. He said he would have to talk to his supervisor. I asked if I could talk to his supervisor. He said sure, let me get her, and I spent another 15 minutes on hold to have the same man come back on!!!

Then he said he would try and get me my minutes. No return authorization number. He fiddled with things, I entered codes, and when nothing worked, he lied to me and told me that the system was down, he couldn’t give me my minutes tonight, and to call back tomorrow. WHAT?!! Tracfone’s service motto must be “Call back tomorrow so maybe you would forget about the whole thing because the maze of customer service is so aggravating customers would rather forget they wasted their money than keep dealing with customer support.”

So he ended up LYING TO ME because when I got huffy with him, mainly because I had by then spent over an hour on the phone with customer nonsupport, he fiddled around some more and ended up telling me FINALLY HE SENT THE REMAINING 380 MINUTES and that I should receive them shortly. I have waited. I am still waiting. Still 380 minutes missing.

After all of these many phone calls and hours on the phone I have still not received the original 400 minutes that I PAID FOR!!!!

This morning, while trying to help myself and going through the instructions online (which are a hell of a lot more helpful than anyone I've spoken to through customer support) suddenly I received a text message that says "0 units and 380 bonus minutes added. Please turn phone off and on. Time: 7:38pm 4/30/07" I don't know if my phone wasn't set correctly and I just now got this message or if it's been there all the time. But I've since turned the phone on and off, on and off, and nothing. NOTHING!!!

The worst part about this whole ordeal (worse than the lying) is that you only have one freaking phone number to which you always get people that can't help, follow that crappy script which is very annoying because if you get someone off their script they don't know what the hell they're doing, and to which English is not their first language, which I would think would be essential to providing helpful customer support. Divide up the phone line and specialize people, then maybe SOMEONE would know how to fix the problem!
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Starlord on 05/15/2007:
I have been using Tracfone for almost 6 years now, and the only problem I have had was when we first bought the phone. We bought it at Wal-Mart and took it home and followed the directions to activate it. We were told by Tracfone, when I called them, that that particular phone would not work in our area. She very kindly told me what to look for to get a phone that was made to work in our area. We went back to WM, had no problem, and they found a properly set up phone, and gave me a 30 unit card for the inconvenience. My Tracfone works where Sprint PCS, Qwest, Alltel. Verizon, etc, etc, etc, will not. I will stick with my Tracfone, thank you very much.
MsHunter on 08/17/2007:
I agree with you 100%. Their customer service people need to speak ENGLISH and have an idea what the heck they are doing. I have been with Tracfone for 5 yrs now, and don't know why I haven't dropped them already. Today will be the very last time I call them. And as soon as the minutes are used off this phone, it will go in the garbage. I have had nothing but problems with their phones. My latest has been in the past 3 weeks. I purchased a phone, got it activated and transferred my # and minutes from another phone. No major problem there. But the next day, the battery went completely dead. I charged it, and the next day it was dead again. And mind you, it wasn't used but a couple times. I contacted them about the bad battery. They sent a new battery. I received it, put it in the phone and charged it. 2 days later, the battery is dead again. Charged it, and by that evening it was dead. So called them again. They wanted to send out another batter and I told them NO send me another phone. So I get the phone, go to activate it and transfer # and minutes again. Low and Behold, the sim card doesn't work now. I'm told that the sim card is registered to another phone. Well, now I'm getting furious. How do you send a phone with a sim card, and the card is registered to another phone. So, of course they have to send me another sim card. And I was also told by the non speaking agent that I would be compensated for the all the time I've been without a phone. Going on 2 weeks now.
So today I get the new sim card from DHL, put it in the new phone and I call them to get everything tranferred and get my comp units. I sit on hold for about 45 minutes before I get to talk with someone. Then I can't understand her. In the process of giving IMEI numbers for the phones and explaining to her that I was told by the other agent I talked to a few days ago about the comp units, she tells me she has to ask her supervisor about it. And guess what. I get hung up on.
I look online for the phone number for their main headquarters in Florida. I find it, call it and nothing. Don't get to speak with anyone there. So I have to call the 800 number back and sit on hold forever again. In the mean time, my new phone is activated and the units are added to it that was on the defective phone. So I finally get a person on the phone and ask them where my comp units are. She has to put me on hold again to go speak with her supervisor. She comes back on the phone, and tells me that they can't issue me any comp units because the man that told me that I would get some, didn't put that on the ticket thing when he wrote it out. So I sat without a phone for over 3 weeks, and don't get compensated for anything when they send me junk batteries and sim cards. I wouldn't recommend Tracfone to my worst enemy. So when the minutes are gone on this junk phone, I will be purchasing a new phone from a complete different company that has better customer service and doesn't lie about what they are going to do for you.
DarkWilliam on 10/09/2007:
Oh my word. As a support department manager I can say this was the worst, the WORST customer and technical support I've ever received. I've worked with partner teams in Egypt, India, Ireland, Switzerland... never have I encountered such an ugly experience. I had problems activating the phone, porting the old number, setting up voicemail... They've 'fixed' voicemail 3 times, yet I still get the same thing I got the first time - it does not recognize my phone as having a mailbox, does not give me instructions to set up a mailbox, and I can get nowhere with them. I'm on hold for the 3rd time with an estimated 30 minute wait time. My last call was an hour of being put on hold *11* times so they could consult their supervisor because they couldn't answer my questions or fix the problem. And yes, they do love the 'wait 24-48 hours and if it's still a problem call back' bulls**t. Horrid. Horrid. Horrid. I would be appalled and ashamed, personally and professionally, to offer this level of 'service' to my own customers.
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On hold for an hour, then I get India, then was told I had to call a different department, was on hold another 45 min only to transferred back to the first department, I was so frustrated I asked to de activate the phone with over 500 minutes remaining on it, better service at a Mc Donalds. BEWARE !

BBB now involved, I guess its only a good phone for drug dealers. I certainly am not one.
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Alain on 09/16/2010:
Actually, I've had pretty good service from Tracfone for about 5 years now and I'm not a drug dealer. 45 minutes is a long time to hold, though. What was the problem with your phone? Also, why the Marlboro picture?
rivahdude on 09/17/2010:
I added minutes , a week later they were not there , customer service said they had expired ( after a week ) go figure
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