Cricket Communications Complaint - Bad Customer Service From Cricket
TUCSON, ARIZONA -- I purchased a Kyocera K132 phone from Cricket on 6-22-07. I was told at that time the phone would be replaced if any defects where found in the first 30 days, there was no mention of a fee to replace the phone in the first 30 days. Employee ID # U85 AX02005F. On the 7-18-07 at 6:00 p.m. the display on the phone went blue and nothing on the screen could be read. On 07-19-07 I called the Cricket store and explained what was happening. He stated there was nothing that could be done the phone would need to be replaced. I drove to the store and waited for 45 min. for customer service to look at the phone. I was then told I must pay $10.00 in order to replace the phone for shipping and handling by employee # H17 NXV5348F. I explained the phone was less than 30 days old. The cricket employee then stated if I would have brought the phone in on the 23rd of this month she would then have charged me $45.00 to replace the phone. I was very upset and they did not care that I did nothing to the phone and that it was infact defective. She then asked me if I wanted to pay the $10.00 to replace the phone or not. I asked her what choice I had and she stated "Pay the replacement fee or keep the defective phone." She also stated I could call customer service at 1-800-CRICKET to see if they would credit the $10.00 back to my account. I paid the $10.00 and replaced the phone. As soon as I arrived home I called 1-800-CRICKET the person that answered the call was Katie employee ID #2384. I asked for a manager right off the bat. She would not get a manager and wanted to know what the problem was. I explained everything to her and she stated "Sorry for the inconvenience but it is our policy to charge a fee for replacement of the phone for shipping and handling." I then told her I should not have to pay to replace a phone that I did not damage in the first 30 days. I asked for a manager again. After putting me on hold for 5 min. she stated there was no managers available and I could call beck. I told her I will wait as long as it takes for a manager to come to the phone. After some time Stephanie employee ID #81072 got on the phone and stated she was a manager. I explained everything to her and she said she could not do anything. I became upset and told her I would file a report with the BBB and she said that was not necessary and she would give me a $5.00 credit for my trouble. I explained to her the company charged me $10.00 and she would not credit any more. She then stated she could not do anything else and I could file a complaint with who ever I wanted. I then called Kyocera and spoke with Stacey ref. #1408456 I explained to them what was happening and she documented it all. I asked her if I was to have had sent the phone to them for service what would I have been charged. She informed me I would have paid nothing. Kyocera covers all shipping costs for defective phones. Cricket is making money off selling defective phones. They pay nothing for the phone to be fixed by Kyocera and they don't even pay a shipping fee for them to fix it, but they are charging there customers to replace the phones.