Cricket Communications Complaint - 1) Poor Customer Service 2) False Advertising 3) Refund Withholding
I began my service with 2 lines of basic/minimum service. I received an email ad & wanted to take advantage of a promotional buy 1 get 1 free on a phone which required an upgrade in both phones & phone plans. When I went to place the order for the 2 phones & reviewed the order I suspected that I was only going to receive 1 phone. A call to Cricket confirmed that suspicion so I refused to accept the package when it was delivered. I then started to try to place the order so that I would receive the 2 phones. I was never able to place the order so that the 2 phones were confirmed on the order page. Multiple calls to Cricket were unsuccessful. This was the beginning of the "merry-go-round" with customer service to which I was to become very familiar with over the following (approximate) week.
Accepting my defeat in trying to order the buy 1 get 1 free, I opted to upgrade 1 phone/1phone plan. I then re-ordered the self-same phone that I refused to accept (as described above). I received this package without incident.
Trying to watch my pennies & nicles, I wanted to wait until I received the refund on the refused phone before I applied monies to upgrade the plan. Eventually, a customer representative informed me that I would receive the refund within 3 days after Cricket received the refused package. I began to suspect that there would be no refund forthcoming & that I would eventually be forced to battle my way through the customer service "merry-go-round" to accomplish that. With judgment reservations I upgraded my plan so that I could be begin to use the GPS/navigation feature (which is the sole purpose of my desire in upgrading the phone/phone plan. Thus, I received a receipt from Cricket verifying the upgrade. Myself, my spouse, my daughter, my son & a (non-Cricket employee) tech all tried unsuccessfully to access the navigation feature. I made numerous calls through the "merry-go-round" & the phone connections were disconnected each time. My son has had approved permission inre my account since day-one & he had a long talk with customer service & was eventually promised a follow-up call from Cricket to resolve the problem. If you guessed that the follow-up call never occurred, you're right!! I am left with no choice but to assume that the navigation access will never occur.
I will now address the refund. More than enough time has lapsed for Cricket to have received the refused package. The "merry-go-round" leaves me to suspect I can quit watching for the refund.
I will elaborate on the "merry-go-round." It was my experience that if you finally manage to get past the automated system & are connected with a human, the human will be very nice & polite. But the human will give you a # to call for your issue because that is not their department. So, you call the number & get the very same jingle - they are very nice, but it is not their department. You are then given another number. And, guess what? It's the very same. Now, after going through this several times, I began to get frustrated. If ever I began to say any words that sounded like a complaint, POW!! the line was disconnected. Please do not think that the disconnection followed cursing because that was not the case. I know that cursing is grounds for disconnection & even though I was frustrated, I was not stupid. In fact, on one occasion, I even complimented the service representative on how well-trained they all were in how to Dodge the issue by having another number to refer the client to, or how to refer the client to a number where the automated system choices are inappropriate for the issue & how they can manage to disconnect the line whenever they wish. Obviously, I never got to finish saying these things. Even though I asked, I was never allowed to speak to a supervisor.
In finality, I never got the buy 1 get 1 free phones. I have not received the refund for the refused package. I have not been given access to the navigation feature that I purchased. Trying to solve these issues through customer service is not feasible. Needless to say, I am very dissatisfied with Cricket. I will finish out the month that I have already paid for before I change my cell phone service to a different carrier/provider.
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