The phone I ordered from the Website arrive 5-7 days after I ordered it in January. Worked fine until a Sunday afternoon in May when I went to place a phone call the screen was dead. The phone still functioned but obviously you need the screen for a lot of information. Now here is where the story gets interesting, phoned customer service using my straight talk phone but was informed that I would have to call back from another line so they could "troubleshoot" the phone. I explained the difficulty this would cause me because I don't have another phone line and would have to borrow someones phone in order to do this and this was not possible at this time. I also explained that I had turned the phone on and off, removed the battery, placed it on the charger and all of the other things that their "troubleshooting" involved. No matter still had to call back on another line. Next day, having acquired another phone I once again called customer service and proceeded with the "troubleshooting" which, surprise, consisted of turning the phone off and back on, removing the battery and placing it on the charger. After this it was determined that my phone was indeed defective and that I would be Fed-ex'd a package to return my phone in. I would not be given a replacement phone until the defective phone was received by them. I explained to them that this was my sole means of communication since I am self employed and had my home phone disconnected a while back to cut down on expenses. At is point I offered to simply purchase another phone as an "upgrade" and simply have my number transferred to the new phone as it seems you can do via internet but was informed that since this was a refurb I would have to send the phone in to rectify the situation. I reluctantly did so. Wait, it only gets better. Sent phone on 5/20, received package on 5/31 was out of town that week so didn't get it until 6/4. OK, so far so good right? just out a couple of weeks of service no biggie there, right? WRONG! but I digress. Let me add that during this time my credit card was billed for a new month of service (on 5/25). Upon opening the replacement phone and charging it properly, I proceeded to carefully follow the printed instructions included with the phone, imagine my surprise when this did not work. Off to borrow phone in order to call customer service (insert obligatory hold time here). Ah ha, I'm finally speaking to someone. I carefully explain entire problem. give the rep the ticket number, SIM card number, serial number, name, phone #, billing address and pet's name (No, I'm not kidding). After approx 22 minutes I was informed my replacement phone was activated and ready to go.......I said thank you and thought to myself, thank goodness this whole ordeal is finally over.......once again WRONG! I dialed the phone I had borrowed with the replacement phone and guess what.....Caller ID shows an entirely new phone number. I immediately dialed the service number and (insert wait time here) when I was finally connected again explained the problem, gave all the numbers, SIM, serial, old phone #, new phone # the whole 9 yards. Explained that my phone number is very important, never intended to be reassigned another number, have countless contacts, business cards, stationary, etc. that are all tied to this phone number that I've had for the last 8 years. Was informed that their was no way to guarantee that I could retrive my "now old" number. Mind you that less than half an hour has passed since their service dept., inactivated my "old" number. It took a lot of effort to not go ballistic at this point, keep in mind that my account has always been paid and in good standing despite not having a working phone since 5/8 and was billed/paid again via auto refill while the phone was in their possesion. Have spent over 3 hours of actual phone time with service so far over the las 2 days trying to get this cleared up.....spoken with 5 different tech's going through the entire explanations, numbers, etc., etc. with each one (there is no way to get the same person twice) and still have no phone. The lastest is they are going to send me another SIM card that is supposed to clear it up, will it? I have serious, serious doubts and I just hope I have some kind of service by the next bill date. It may be different if you purchase through a store but beware of the online service, it is horrible and that is being kind.
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