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Consumer cellular Complaint - Defective phone - cell phone

cell phone - Complaint
Review by libby1 on 2010-08-20
I went on line and ordered phones (2) and service from Consumer Cellular on 8/15/10. I received the phones on 8/19/10. One of the phones was a defect. The back did not fit and left a gap. When I called customer service I was told to send the phone back and they would send me a replacement. Here's the catch. They also wanted me to pay another $35.00 to activate the replacement. I had already paid them $70.00 up front to activate the 2 phones they had just shipped. The phones had not been activated due to one being a defect. They refused to send out a replacement unless I sent the other one back first and paid the extra $35.00 up front. I refused and canceled the service. I was told by the customer service representative that Consumer Cellular would send a box postage paid for me to return both phones in. They went on to tell me that my $70.00 would be refunded. OK all was well. Then I received an email later that day telling me that I would receive an invoice for the partial month of service. What service? The phones were not even activated! There was no usage. I had just received the phones on 8/20/10 and canceled on 8/21/10. They want me to pay from the time I placed the order on 8/15 until they receive the phones back. What the heck! What service?
I don't have a problem at all sending the junk back! After all it's no good to me if it hasn't been activated. I'm sure they would like me to send that "free" phone back, so they can send it to the next poor sap. Why don't they just tell the truth, the "free" phones are not "free" they cost $35.00 each. They just call the $35.00 something else. All I'm asking is that Consumer Cellular send the call tag out or what ever method they use to pick up the phones. And refund my $70.00 for the "free" phones! And by the way if I get something from the store that's "free" and it's junk, I throw it away I don't return it!
Comments:
Posted by justcuz on 2010-08-20:
I'm not surprised they wanted the first one back before they sent another one out, they're just protecting themselves from people that would claim to get a defective phone and then try to get another for free.
Posted by consumer_cell on 2010-08-24:
just_cause is correct. I work with Consumer Cellular and we cannot send out a new phone until we get the old one back, because no one ever returns the phone when we do so. Just as when you exchange a return item at any retail store, they will not supply a replacement unless you bring in the item you want replaced. If libby1 had decided to sent the phones back, we would have given her full credit for them. Regarding the email to libby1, that was the standard email we send to all customers who close an account. It is not an actual bill and it does not take into account that she was within the money-back guarantee period. Although it is impossible for us to know the specific account of libby1, according to her story, she would not have anything to pay. There should be no charge for the short time libby1 had the account. All libby1 needs to do is send the phones back and the money will be refunded.
Posted by PepperElf on 2010-08-24:
you know i was thinking the exact same thing - but for a different complaint. one over at PFB where some guy wants the replacement computer sent out BEFORE he sends in the broken one.

and the same reasons on why the company won't do that.
Posted by Watson48 on 2011-02-09:
If I were in your shoes, I will also be outraged. You really had a horrible experience with Consumer Cellular. Now I’m more grateful that I chose the Just5 phone when I purchased my mom a simple phone. She’s very satisfied with it and she did not encounter any issue in her more than eight months of using it. My judgment is right; Just5 is a better pick than Consume Cellular—not only when it comes to affordability but also in quality and customer satisfaction.
Posted by eehudin on 2011-07-04:
my cell phone does not work while i am in my apartment. it worked all this time, now it started not working whether calling are receiving. what can i do now????????
Posted by boheler672 on 2011-12-02:
i POSTED BUT SERVICE WAS SORRY ALL THE WAY ROUND,TOO CHECK YOU MAY BE PAYING FOR SERVICES YOU DO NOT USE I HAVE INTERNET SO TO SPEAK DO NOT NEED APPS IN SUCH ON A PHONE,MY PHONE IS FOR PHONE CALLS=WE CLOSED A $90 A MO ACCOUNT RETIRED,HANDICAPED SON DIED YR AGO NO LONGER NEEDED THAT SERVICE WENT TO TRACFONE FOR A WHILE DI GOOD FOR WHAT WE DO,BUT DECIDED TO TRY CELLULAR,A WASTE OF TIME,HAVE GONE BACK TO TRAC-WITH A DOUBLE MIN CARD BOUT $21-22 A $25.OO PHONE $20 AFTER SET UP,LESS THAN 20 IN 3 MOS FOR US BUT WE ONLY USE CELLS WHEN WE ARE AWAY FROM HOME,DO NOT EVEN TURN THEM ON AT HOME

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