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2.5
Updated by user Jul 08, 2019

I tried working with TracFone. No success. They didn't seem interested in my concern

Original review posted by user Jun 08, 2019

Be aware that if you purchase a Tracfone that you will be locked in to one provider. They don't say so on their website to make sure you ask .

.

. in my case Verizon doesn't provide coverage to my area, but the phone they sent me only works with Verizon.

Reason of review: Wasn't made aware of carrier this phone would be locked in to..

Monetary Loss: $80.

Preferred solution: Let the company propose a solution.

TracFone Pros: Chat feature.

TracFone Cons: Not given all information, Had to spend 2 hours to activate phone and was passed to 3 reps.

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AlexTrac

Hi QuickZebra167. I'm Alex from TracFone Wireless.

I want to extend my sincere apology for the unpleasant experience that you had with our service. We would like to discuss the details of the issue, so that we can address it immediately. Please click on this link http://bit.ly/2qdrKHH to chat with a live agent. For your convenience, you may contact one of our customer care representatives at 1-800-867-7183.

Our representatives are available Monday-Sunday from 8:00 AM to 11:45 PM EST.

You may also text the key word HELP to 611611 to view our self-service menu with a list of help key words with valuable information. Thank you.

Tony P Wco
reply icon Replying to comment of AlexTrac

Hi Alex, I just wanted you to know that I clicked on the link you provided. I ended up chatting with one representative and after about 10 minutes with him, he gave me a reference number 175038**** and another phone number (department) to call.

Rhea: Inquiries regarding unlocked phones are handled by our Business Assurance Department. You will have to speak to a specialist directly. A representative can be reached at 1-88*-***-****. I called that number and though things sounded positive .

. . . I was eventually told .

. . after another 1/2 hour on the phone that they couldn't help me. The only solution I was given was to purchase another phone.

And to make sure I ASK which carrier it accepts. Again . . .

why isn't that just stated in the phone description on your website! It seems that this phone should be capable of being unlocked so that I don't have to jump through hoops just to access Tracfone with a Tmobile SIM! This incident has changed my opinion about Tracfone.

I'm really not impressed with either your customer service nor Tracfone's technical capabilities. QuickZebra167

Tony P Wco
reply icon Replying to comment of AlexTrac

UPDATE: So I decided to contact Samsung directly about getting my phone unlocked so I could switch to Tmobile (still through TracFone). They told me that I would have to get the unlock code through TracFone.

I contacted TracFone and they stated that "they can't do that!" Odd that Samsung says TracFone can . .

. again, I don't think TracFone knows what "CUSTOMER service" means!

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