I bought a tracfone from a store online. The phone arrived & seemed to be ok.
I went online to set up the phone & after turning off & back on it said no service. It previously had not said this. I called tracfone. After rebooting & phone resets it was deemed defective.
(Mind you I talked to 4 customer service reps to come to this conclusion being put on hold & disconnected & calling back.) They said they would send me a new phone he put me on hold to check my account & got disconnected. Called back with ticket number but I had to go through the whole process again!!! Finally 3 reps later it’s defective. I need to send my phone in & they will send me a new phone.
I said I didn’t purchase my phone through Tracfone I already had a return label from the store & they would refund my money. They said I can purchase a new phone & transfer service. I said no since it’s taken 3 hours of life you can send me a phone for free. They said they couldn’t do that.
I was then transferred to 3 more supervisors who failed to see my frustration with their process. That 9 representatives & 3 hours wasn’t wrong. That each operator was just reading off the screen that’s what they were trained to do & came to the correct resolution. That they could only send me a new phone if one was returned & that when rep #4 offered me a free replacement that wasn’t correct.
Which their process would take over a week to correct. I can buy a new phone & transfer service in an hour. No thanks. But I was beyond irritated with how their service process went.
They didn’t understand my point.
So I waited for 43 min on hold for a senior operators supervisor only to be checked on twice & told to continue to hold to be disconnected. I have no problem paying for a new phone for my son it’s more principal that I wasted over 3 hours & they didn’t seem to care about my inconvenience