Tracfone Customer Service SUCKS!!!!

the problem is that the most part of the customers are so so so
stupids!! and call to waste the representatives time.. they can not
get really important calls, if some customers calls to ask if they can
make calls with the cellphone off they can not take care about the
important issue with a ph that really need it, i suggest avoid to call
customer service if it´s not important, also who calls customer
service at 7:00 am? that´s ridicoulos!

After spending hours repeating the same information/cues over and over
and over and over to a customer service rep who appears to be on their
first day on the job, you lose your patience.

I don't care where a customer service rep lives, my gripe isn't with
them, it is with TRACFONE/NET10

TRACFONE/NET10 must be the worst company to work for because they
obviously don't spend anytime training their employees.

And if you have "roll over minutes" when your phone dies, ha! That
takes an hour...the online service is a joke. It's like you are forced
to talk to a person who has just received the worst training in
customer service. Oh, sure, they're nice. But they can't help you. so
who gives a shit.

Lesson learn: 1) use up your minutes each month, NO ROLL OVER, 2)don't
store anything on your phone 3) see it as a burner you could lose
tomorrow and not be bothered.

all your concerns be resolved ask for the extension numbers: (if you
think that an agent can't resolve your needs)

1161 - real tech support
1150 - supervisors

and you customers please be responsible for your phone, i have a phone
for 4 years but don't even encounter any issues because i KNOW how to
take care for my things. You Americans talk about shit but don't even
know how to navigate your own phones.
Tracfone and Net10 have a book guide for your phones before, the
reason they remove it because you guys don't know how to read.
Yes its true some of our representative can't speak english clearly
because they our from foreign countries but PLEASE don't degrade this
people they are humans too like you, these people tried their best
just to communicate with you. English is you native language be
thankful.

all your concerns be resolved ask for the extension numbers: (if you
think that an agent can't resolve your needs)

1161 - real tech support
1150 - supervisors

and you customers please be responsible for your phone, i have a phone
for 4 years but don't even encounter any issues because i KNOW how to
take care for my things. You Americans talk about shit but don't even
know how to navigate your own phones.
Tracfone and Net10 have a book guide for your phones before, the
reason they remove it because you guys don't know how to read.
Yes its true some of our representative can't speak english clearly
because they our from foreign countries but PLEASE don't degrade this
people they are humans too like you, these people tried their best
just to communicate with you. English is you native language be
thankful.

Cry babies!! you guys talk so much and o little. shut up and listen.
why do you get so frustrated for a 9.99 cell phone. gosh just buy
another one. get over yourselves. jeesh. you well know that you want
the best custoemr service for 10 cents that you spend. what kind of
thing is that?! you would not like to serve anyone except those have a
$100 bills attached to their foreheads. this is tracfone guys. give it
a break. they have a life as well. only because of one experience you
will go on like mindless zombies attacking a company that has no idea
what you were doing or what happened with the system at that time. if
you want the best service, give us a break and pay us more. if you
want to use the phone thats fine if you are willing to wait and if you
want to wait for 2 hrs for a measly 19.99 phone. buy another phone and
save our reps the hassle. Crybabies!

as an EX customer service rep (yes i was let go because tracfone
doesnt care about their reps,,, and bare that in mind)... i would say
that tracfone does a pretty lousy job in regards to customer service.
reps are mostly thought on how to be nice and APOLologize, other than
fixing the problem.
when you first speak to a rep, you are (most of the times) transfered
to a rep that just started working there (a.k.a someone that doesnt
know shit).
if i were you i would ask to be trasnfered to ext 1150 (supervisor) or
the REAL tech support (EXT 1161).
in regards to getting more service resps... wooh! tracfone has 6 call
centers. each with like 500-700 reps. the amount of CALLS that come in
a day, you woudlnt beleive. that's why you are placed on hold.. etc.
ALSO because the same reps handle calls for Tracfone, Net 10, Safelink
and Straighttalk, that's why... mostly tracfone and N10 customers are
placed on hold alot. caz a rep may be dealing w/ a straight talk
customer, then you ( a tracfone customer) will come in, etc...
overall it's very unfair to reps as well. we are told to deal w/ all
these tyupes of calls and we are getting paid a pittance (trust me, i
know).
and tracfone reps are practically never rude to you guys, caz if one
call is recorded and we are 'rude' to you, we can auto matically lose
our job. for call center managers, reps are indispensable. i that
loved the call center job was let go because of a stupid reason.
plenty of superviors were against my dismissal, but if that's teh way
tracfone wants to play w/ their reps, well fuck them. i'm going to
verizon or tmobile or at&t.
atleast they can get the problem resolved.!

as an EX customer service rep (yes i was let go because tracfone
doesnt care about their reps,,, and bare that in mind)... i would say
that tracfone does a pretty lousy job in regards to customer service.
reps are mostly thought on how to be nice and APOLologize, other than
fixing the problem.
when you first speak to a rep, you are (most of the times) transfered
to a rep that just started working there (a.k.a someone that doesnt
know shit).
if i were you i would ask to be trasnfered to ext 1150 (supervisor) or
the REAL tech support (EXT 1161).
in regards to getting more service resps... wooh! tracfone has 6 call
centers. each with like 500-700 reps. the amount of CALLS that come in
a day, you woudlnt beleive. that's why you are placed on hold.. etc.
ALSO because the same reps handle calls for Tracfone, Net 10, Safelink
and Straighttalk, that's why... mostly tracfone and N10 customers are
placed on hold alot. caz a rep may be dealing w/ a straight talk
customer, then you ( a tracfone customer) will come in, etc...
overall it's very unfair to reps as well. we are told to deal w/ all
these tyupes of calls and we are getting paid a pittance (trust me, i
know).
and tracfone reps are practically never rude to you guys, caz if one
call is recorded and we are 'rude' to you, we can auto matically lose
our job. for call center managers, reps are indispensable. i that
loved the call center job was let go because of a stupid reason.
plenty of superviors were against my dismissal, but if that's teh way
tracfone wants to play w/ their reps, well fuck them. i'm going to
verizon or tmobile or at&t.
atleast they can get the problem resolved.!

I bought minutes & when the phone activated it stated I needed to call
customer service to complete the activation.
I could not understand the person, she did not know what she was
doing, she ended up switching me to someone else without telling me.
This person also could not speak english & finally I gave up since I
had used over 30 minutes this entire time. He told me he could not
reimburse me for the minutes & switched me to a "supervisor". After
being on hold for over 7 minutes I hung up in frustration.
I wasted 45 minutes dealing with the "idiots" in their supposed
customer service department.
They need to get people who can speak english & know what they are
doing!
Anyone want to buy my phone? Cheap!
TracFone SUCKS!!

I am a Tracfone customer care representative. I have been working with
for the company for about 7 months now. I have read alot of the
comments made on this thread and while some are valid some are not. we
as representatives have a tough job, and that is satisfying you our
customers. Yes, we have most call centers in other countries and only
our main office in maimi. I have personally had customers call and ask
for someone who speaks english just because she/he did not want to
speak to a non american, even though i was speaking clear enough for
them, all because the information i was relaying to them was not to
their liking. You customers have to realise that the reps your
speaking to are not responsible for the things that happen to your
phone nor will they always be able to resolve your any issue on the
spot, thats just wishful thinking. Lets be real there is no such thing
as a perfect service, plus with computer systems and large networks,
anything can go wrong within a split second. The thing most customer
care reps do there best to assist customers, but its irate customers
that make some reps lose it and dish smack to some customers. I have
witnessed that. You customers need to remember regardless of what you
think or how you feel when you have a problem and you call us, we are
also people like you, and the same composure that we have to exercise,
you should also. I feel good when a customer calls with a complex
problem and i am able to resolve it, like wise i feel bad when i am
not able to do anything but provide the customer with a case number
and a turn around time because theres nothing else i can do. Life is
not like burger king, you won't always have it your way. Alot have
complained about the long wait to get through to an agent, ok, thats
understandable, but i dont think you people realise how many calls
come through to us every hour of the day. Hell, we would call other
departments and can't get through in 10-20minutes...Tracfone is not a
small business, It is infact the largest prepaid wireless service
provider in America, not even Verizon nor AT&T get as much calls to
their centers as we do. I do understand how you guys feel given the
problems you may have or may have had, but you cannot vent your anger
on innocent reps who have nothing to do with your issue demanding this
be done and that be done, that according to your AMERICAN ENGLISH
DICTIONARY is called IGNORANCE. Put yourselves in our shoes and
picture someone calling you with nothing good to say to you, demanding
shit and not concerned with the fact that you could be getting
monitored and possibly attain what we call an autofail if you say
anything out of the way or even show a hint of anger. Thats fucked
up...you know why?? Because our pay depends on our quality scores! So
bare that in mind For now Thats All i have to say...

You are right that they need more people in service, and especially
they need training.
TracFone gave me the worst experience I have ever had. My letter to
them says:
We have been Tracfone customers for several years.

Late yesterday afternoon WalMart and I received the poorest, shabbiest
treatment I have ever experienced.

I bought the phone mentioned above on March 14 at Walmart in Cheyenne.
Two days ago the phone battery would not hold a charge, so I returned
it for exchange to WalMart yesterday afternoon around 6:30 MDT. I
asked the personnel there to transfer the remaining minutes (80) and
the phone number to the new phone. They called your company to do so.


AFTER 35 MINUTES OF BEING PLACED ON HOLD YOUR PERSONNEL TOLD THE
WALMART PERSON THAT YOU COULD NOT TRANSFER THE REMAINING MINUTES OR
THE PHONE NUMBER.

That is outrageous treatment. I fully intend to tell everyone I know
about this, and to contact the Better Business Bureau, the FCC and
National Chamber of Commerce about this fraudulent treatment.

I want a Tracfone with the old number and to have my minutes restored
to that phone. Please reply by email and USPS mail.

THEN WHEN I CALLED THEM LATE YESTERDAY AND SAID I WANTED TO SPEAK WITH
A MANAGER, THEY PUT ME ON HOLD FOR SEVEN MINUTES. NO ONE CAME BACK.

I have been a subscriber to TracFone prepaid cellular phone service
for five years with no problems. On Sunday last (14 March), I realized
that I had allowed the minutes to expire (the expiration date was the
13th). First I tried to reactivate the phone on TracFone's website, to
no avail. I called their "Customer Service" number and after being on
hold for NEARLY AN HOUR I finally got a person whose first language
was obviously not English because every time she turned to speak to
her co-worker they spoke what sounded like Chinese. I had to give her
my information THREE TIMES only to be told that I could not purchase
airtime with a credit card and that it would take them 48 hours to fix
the problem and to call back. So I did. 48 hours later I call back
only to discover that I CANNOT PURCHASE AIRTIME OVER THE PHONE, BUT
MUST GO TO THE STORE AND BUY AN AIRTIME CARD. Now I not only have
AIDS, but at the moment I have no car and I live three miles from the
nearest store so the task of buying the card fell to my husband.Call
Number Three, Day Four: I call with the Airtime Card PIN code and
after spending ANOTHER HOUR ON THE PHONE WITH THESE MORONS I AM TOLD
TO CALL BACK IN 24 HOURS BECAUSE THERE IS ANOTHER ERROR THAT HAS TO BE
FIXED.The irony here is that I actually allowed the phone to expire by
mistake once before; the only consequence that time was that I ended
up with a different phone number; otherwise reactivating the phone
took only about fifteen minutes.They have 24 hours.

You think that's bad - Read this:

On Feb 16th 2010 I ordered a replacement phone from TracFone. The deal
was that I would get this phone including 120 minutes and a “doubler
card” already programmed into the phone. This was to be shipped by
FedEx on three day delivery.

On Feb 19th the phone had not arrived. I called to check on it and was
informed it had not shipped yet and it would be sent out three day on
that day. I eventually received the phone on Feb 24th.

When I planned the purchase, before I even decided to order the phone,
I called customer service for TracFone on three separate occasions and
asked how long it would take to transfer my phone number to the new
phone if I decided to buy one. I was told each time that it would take
a matter of minutes.

Once I had the phone in hand and all charged up, I called TracFone to
move my phone number to it. I noticed there was already a phone number
on it for an area adjacent to my home area. I live in the 619 area
code and this phone had an 858 number already in it. I tried to make a
call on this phone and found it was restricted from outgoing, (and I
later found out, for incoming too), calls.

When I called to have my phone number moved to this phone the agent
was having problems. I was told that for some reason the minutes from
my old phone moved over to the new one, but the phone number would not
move. I suggested to them at that time that maybe it had something to
do with the phone already having a phone number on it. They told me
that would not mater. Then I was told that I might have to wait up to
72 hours for the transfer to take place.

I was put out by the 72 hour quote since I had been promised a few
minutes by other agents before I even ordered the phone. I asked if
the agent could just move my minutes back to my old phone. I was
informed that this was not possible as the phone number was already
transferred and it was “in the network” waiting to be put o my new
phone.

So, I waited the time. During this time my old phone would ring as if
someone was calling it. I found that people could call it and even
leave voice messages on the voice mail. I could check the voice mail
from other phones. This is how I found I was losing business as when I
called people back I was told by most of them that they had already
found someone to do their work. So I was missing out on business.

After a couple days of this I called back and got another rep. I asked
for a supervisor and was put on hold for a long time until someone who
identified them self as a supervisor came to the phone. I explained
the situation. I was told that it has to be 72 hours for the phone
number to move.

After another two days of no service I called again. This time I was
told that the sim card included with my phone was programmed for the
wrong area and it would not work in my service area. Also the agent
was able to get my phone number to move to the new phone. So, now I
still had no working phone and the voice mail went down since the
number was now moved. I had no access to the voice mail as the phone
was restricted to no incoming or outgoing calls.

Now there was no way for new business or my current customers to call
me on the only phone number anyone had for me. I was, in effect, out
of business.

The agent I was speaking to on this call then managed to set up a new
phone number on the OLD phone and put some minutes on it so I had a
phone to use during this period until my new phone was up and running.
I was told that a sim card had been shipped and that it would be to me
in three business days.

Three business days meant five days since it was over a weekend. I
waited and no sim card showed up. On the fifth day of this I called
back. I was told that the sim card had not been shipped. I was ASSURED
that it would be shipped overnight and I would receive it the next
day.

The next day it did not arrive. I tried to call TracFone but their
call center was closed. I called the next day and was told it had not
been shipped for an unknown reason. I was ASSURED it was going out
next day through FedEx that day. I t did not arrive the next day. I
called back and was told it had not been shipped and it absolutely
would be shipped that day by next day through FedEx.

In all these calls from the 24th of Feb on I spoke to a supervisor. In
all cases the supervisor ASSURED me that the shipping would be next
day.

On the 3rd of March I spoke to a supervisor manager named “Fel” who
told me he was in the Philippines. He told be he was very sorry for
the problems and that he found the problem and would have it sent Next
Day FedEx. He also told me that if it did not arrive by then to call
and ask to be transferred to the Philippines call center and to ask
for him.

On the 4th of March I called and asked to be transferred to him. I was
told that it could not be done. I eventually was transferred to a
supervisor manager who worked with me but would not transferred to
Fel. I was told it was impossible to do. I asked why he would tell me
to ask for that. This agent could not, (or would not), answer the
question.

Eventually she found that the sim card was still not shipped. She
tried to use the excuse that they did not have my correct address. I
asked how the phone had arrived without a problem if they had an
incorrect address. I went online during the call and checked my
address. It was correct.

This agent’s name was Tiffany. When I asked what call center she was
in she answered in unintelligible way. I could not understand the name
of the location she was in. after asking for that three times I
dropped it. Tiffany told me she could only send the card by ground
with a delivery time of five to seven days. I told her this was
unacceptable. I demanded next day delivery. She was very strong in her
stance that it could only come normal ground delivery. When I
continued to demand next day delivery she hung up on me.

At this point I have surrendered to the loss of my phone number and
realized that I will not be getting the sim card from TracFone. I have
decided to order a new phone and service from Cricket instead. This
will cost more money in the cost of the phone and service as well as
having to take out new advertising to show the new phone number.

After I ordered the new service I called TracFone back to get
information on how to return the phone. The agent tried to fix the
issue but could not overcome the shipping issue. I told her that if it
could not be resolved by the minimum of overnight delivery than I
would no longer be a TracFone customer. She could not resolve the
issue and I told her I would be leaving TracFone and making a
complaint to the California PUC as well as speaking to a lawyer. She
ended the call with “Thank you for using TracFone. We appreciate your
business”. The last thing she heard from me was the deep belly laugh
that this gave me.
I am now wondering how much of a problem TracFone will give me on
moving my phone number to another carrier.

Update –

Sim card (actually two sim cards in two separate deliveries), arrived
on March 8th. I received the new phone from Cricket and called them to
begin the porting process to move the phone number from Trac Fone to
Cricket.

They told me it should take 4 hours or so. After six hours I called
them back. I was told that there was a problem with getting TracFone
to release the phone number.

TracFone supervisor says they have no idea why the phone number will
not port to the new company and will see what they can do. I will wait
and see.

Tonight I got a text message from tracphone saying that if I use promo
code 11008 and buy a 200 minute card, that I'd receive an additional
40 minutes.
So I bought the card and when I went on line to add the time and
attempted to redeem the promo code, I got "invalid number."

So I called and spoke with "an agent" and his "supervisor." What a
waste of time!

They basically told me that the text message must have been delayed
and that the promo code has expired in October.

Judging from their slurred speach, I'd say somebody has been putting
some pretty heavy barbituates in their cups of Earl Gray (or whatever
kind of tea they drink in India)...

Tracfone customer service SUCKS!!! I wanted to activate a 60 minute
card, which I normally do through the phone, but the stupid scratch
off pannel took 2 numbers with it. So I called them to see what they
could do, and the very RUDE associate named Nadia (who is Indian, no
Tracfone support is American, this is a HORRIBLE mistreatent of
American customers) put me on hold, but forgot to mute her mic. She
called me a b*tch, and kept talking to her friends, but after maybe 20
minutes the time was on my phone. I was going to complain to her
supervisor, but right after the minutes came on the phone Nadia HUNG
UP ON ME!

Most Tracfone signals are AT&T, so if possible, get an AT&T phone. I
have to deal with Tracfone because I don't make very much money but
from now on I'm making sure to be careful uncovering the pin, so I
don't have to talk to another rude non-American phone jockey again.

For you reps from Tracfone I have just one question to you. Why can't
any of you speak English? You are giving service to America and we
have always spoke English. That's the real problem we are asking
stupid questions because we do not understand what the hell you are
saying or telling us to do!

For potential new customers don't buy a Tracfone unless you want
nothing but problems and wasted hours on the phone with people that
you can't understand and they don't understand you. Tracfone is the
biggest waste of time and money.

Tracfone really sucks.
Every time I turn around they are shutting my phone off even though I
just purchased minutes and my due date is good.
If I call them, they say they have to send out a new sim card and I am
without a phone for 3-4 day.
They really suck.
I would not recommend them to my worst enemy.
Tracfone sucks.

If you want to speak to an actual American, always request to speak to
somebody from the corporate office which is in Miami. But please be
advised the real corporate office is only open until 5 PM EST.
Otherwise you might be transferred to somebody that says they are from
the corporate office which they are not. But the employees that make
these claims only do so because they are instructed by their
superiors.

They are rude and don't speak English very well. If you are going to
be doing business in a country, learn to speak the language correctly.
I should not have to push so many freaking buttons to hear the
language spoken in my home country for centuries. Then when you
FINALLY get someone, you can't understand them and they don't give a
rip about you or the problem. They have your money and now you have to
deal with it. Corporate doesn't care either. If we could get people
to buy another product, they would listen. Profit will always dictate
and regulate. We are paying for a service and a product, not terrible
attitudes of superiority.

i purchased a fathers day special reg 99.99 for 49.99 i cent the
purchase thourgh but the special is no special if you make a mistake
with there deal and call them you find out that you are screwed and
they told in know certain term. so they got me for 52.95 tracfone
sucks spread the word

agree today they accused me of stealing minutes and told me they were
going to flash my account. they accused me of fraud and they have no
proof. what a bunch of losers.. i might report this to better business
boro

I strongly agree with your idea that Tracfone's customer service
should have a lot more agents so customers wont have such a long wait
and be frustrated from the long wait when they finally reach a rep.
But sadly because they pay for such small amount of money and the work
enviroment is horrible. No one wishes to stay and if they do they
really hate working in the call center. Complaining of how horrible it
is to be working for the company and how they cant wait to find
another job.
I do understand that sometimes customer service can be a bit annoying
sometimes. But please consider that the connection is really bad
sometimes because we have such a bad program like Avaya. Also have in
mind that there are so many people in such a small area. That there is
so much background noise that the rep cant hear you and sometimes
customers cant hear us either.
I believe most of the issues lie on the company itself. Bad work
enviroment which they do not wish to improve, bad connection, low
wages, and horrible working hours.
But if you wish for tracfone to start paying attention to you. Maybe
you should stop complaining in blogs less and just stop using the
service. If customer starts losing customers. Maybe then they would
wake up from their long dream and notice that they really have some
serious issues with their customer support. Most of the reps really
want to assist customers but with such bad connections and with some
"interesting" customers it's really hard to work as well as one would
wish to.
Also one last thing that i would like to point. I usually have people
disrespect me in ocassions where i'm trying to assist them and do
whatever is in my disposal to fix the issue. But please do remenber
that we are human beings also and that if you want respect and you
want assistance. Please treat us equals and we will do the same.

It has taken me 1 month, 4 e-maila and 3 hours of phone calls to have
a double minutes card that I bought with my tracfone to be activated.
I figure that it has also cost me 860 actual minutes as well as 1/3 of
my usage by it not being acticated when they told me it was.

I believe that many of the problems with tracfone would be solved if
they would track on their web page all minutes and time purchased and
used.

The only thing that the customer service can do is say "I AM SORRY!" I
know I am sorry I chose tracfone! Tracfone customer sevice should
change their name to "customer no service"

Larry Kime

A Tracfone customer for 32 days and counting down. Once these minutes
are used up I am buying another phone.

How about just teaching some of the people who answer, English?
I too had an issue. I haven't been able to use my voice messages since
I bought it over a year ago. Fortunately that's ALL it was, and I have
been able to live without it. When I try to get to the voice mail to
set it up initially, by pressing "1" I get a recorded message that
says "Your call cannot be completed as called, please check the number
and call again". I submitted a ticket online TWICE, and got the same
response that it "should be working in 4 hours". 9 months later. I
finally find the time to call, because I finally have a need for it.
After talking to a lady who obviously understood no more English than
"yes or no" and was ovbiously following a script, in which there was
no option for my situation. I even asked her if I could play the
message for her. She obviously had no clue what it said, because the
very next thing she said, "so what was the message you got?" I played
it again in my other ear and repeated it for her. She dug up my
previous tickets and, as far as I can tell, simply repeated what they
said: wait 4 hours and call us back (at the same "hot-line" number -
and wait in the 20 minute queue again) if it still doesn't work. At
this point I'm assuming it will not be fixed for another 9 months
until I get time to call again.

For almost a week, I've been getting this "No Lines Available in the
Zip Code you entered"
I get the same thing with all the zips in my area. Calling customer
support solved nothing
"Just wait 24-48 hours and try again"..Guess what that
accomplished...NOTHING!!! I went through this crap 4 times..."Oh then
we'll escalate the call"...Did that twice too! Now..the question of
the day...Did that resolve the issue??? Okay...all together now
NOTHING, NADA, ZIPPO, BUPKEZ, NON-EXISTENCE, OBLIVION...Get the
picture...
Oh no!!! I ain't done yet...it gets even better!!(I'm being sarcastic
here). Okay..now I tried a zip that's about 3 counties away! Ah, it's
proceeding..maybe that will resolve things...BUT NOOOOOOOOOO! "The
serial number(SIM not ESN) you entered is not in our records". I
called customer service.."There are no lines available in your
area".."Right man..we've established that! Now it won't accept my
SIM#" "Oh well you'll just need to get a new SIM card." Okay...now
I'm really getting pissed..so the CS rep reactivates my
SIM..cool..."I'm sorry but there are no lines avail..."
AAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAUUUGG
HHHH!!! DAHHHHHH!! I KNOW THAT MAN!! WE ESTABLISHED THAT SITUATION
ALMOST A WEEK AGO!.
Sorry, didn't mean to shout. Okay..take a deep breath...let my mind
relax...ooooooohhhhmmmmmm...oooooohhhmmmmmm..
Now I'm calm.."Okay so what you're telling me is that there is nothing
you can do, right?"..."No sir we are not saying that..what you'll have
to do is wait another 24-48 hours for..." WE DID THAT!!! WE DID
THAT!! WHAT PART OF "WE DID THAT" DO YOU NOT UNDERSTAND? ..Okay..now
my buzz is killed yet again. Okay, here's how we can solve this...why
don't you just send me a check for about $600 bucks..for the price of
the phone and for the stress and aggrivation that you've caused me?
"Oh no, we can't give refunds"...(Not that I didn't expect
that)...I'll give you a ticket# and we'll excalate the ca..."
ggrrrrraaaaAAAAAAGGGGHHHHH!!..calm down now...we did that..how 'bout
you let me talk to someone in the escalation department? "No sir,
that department doesn't take calls."..Why not? "Well that department
just doesn't take.." I know that man!! I heard you the 1st time!
Okay..let's just admit that there is absolutely nothing that can
reslove this, right? "No sir we're not saying that; just wait another
24-48 ho..." AAAAAAAAAAAAGGGGGGGGGHHHHHHHH!!! BLTHBLTHTHLT..(foaming
at the mouth like a rabid dog)...(pounding my fist on the table
now...great, now my hand is sore and I've just made a complete ass of
myself and my hypertension has been aggrivated.

Now it's payback time...AAAAAAAAAHHHH HA HA HA HA HA HA!...Where did I
get the phone? you may ask....KMART...go to KMART website...customer
service number...bingo! Got a rep! That was quick! "Can I help you?"
Yeah...contact every store in such-and-such town and all surrounding
counties..make sure that they pull all Tracfones off the shelf..(I
then give the KMART CS rep a complete run down of events...I left the
hysterical yelling, fist-pounding and foaming at the mouth
out..figured she really didn't need to hear about that) "Thank You
very much for passing this along!" Oh, my pleasure!!
"VENGEANCE SHALL BE MINE!" Thus saith the Lord...
MMWAH-HA-HA-HA-HA!!

Tracfone customer service is the ABSOLUTE WORST that I have ever had
to deal with. They charged my credit card twice for one transacton.
When I called to notify them I was placed on hold and transfered to
many different people for a total of an hour and a half. At the end of
that call they insisted that I had made two purchases and that the
time had been added to the phone. Since I did not have the phone in
hand I could not verify that the time was not added and I was told to
call back the next day. The next day when I called back and explained
to the woman (who I could barely understand, and who obviously could
not understand me) she told me that she could help me and needed to
verify some codes in the phone and could I please put a code in. When
I did, it was actually to add the minutes from the card that I did not
purchase to the phone. When I told her that I did not want the time
and I wanted my money back(which I explained 3 times) she told me she
could not do that because the airtime card had been redeemed. I
flipped!! I told her that she had just redeemed that airtime card and
I demanded to speak to a supervisor. I was put on hold for a total od
15 minutes and still had no supervisor. I again lost my cool and
explained how horrible Tracfone CS was. She then offered me a refund
for one of the airtime cards (which was all I wanted all along). She
then asked me to verify my credit card number 5 times and then told me
the card number was wrong. Are you kidding me?? I had the card in my
hand, so I verrrryyy slowly read the number to her for the sixth time.
She no whad the number right but STILL did not understand what was
happening here. I am so frustrated!! I can tell you one thing for
sure, I will be switching my daughters phone service to Boost mobile.
They are a much better company, and USA based.

i thinks its not the customer reps. it not the company either.

whose to blame?
no one...I would just want to share some of my experiences while
working with trackfone...
some of the people who are using it are those who cant even turn on a
phone. i am a rep. from trackfone and i encountered issues such as
customer asking "how do you go to pre-paid menu?" "where is the menu
key?" "where is the power button?" simple questions my 8 year old
brother can answer.. i am not mocking on the customers, it is our duty
to assist them and as reps we are happy to assist them.
what i would like to convey is that customers should not put the blame
on the reps., the reps are doing their best to resolve every issue
they encounter with a customer. i understand that as call center
agents, we represent the company and when people call they pour all
their frustrations on us.. but please, to those frustrated customers,
dont put all the blame on us. we are humans too and we are not robots.
we have feelings and sometimes we break too. i work as trackfone call
center rep. from 8:00pm to 3:00am since we have diffirent time zones
here. imagine that? talking for 8 hours is very stressfull but a happy
customer can be a fullfilment too.
i live on a country where we have a lot of good english speakers. some
of them even speak better than native americans. and i proud of that..
the issue here is on the phones and the networks, trackfone is doing
their best too so that they can enhance the quality of their service..

i believe the problem is not on the reps. so please when you call
again.. treat us reps as humans and we will be happy to help you with
that..

TRACFONE SUCKS THE BIG ONE!!!!
I RESPONDED TO THEIR OFFER TO UPGRADE TO A NEW FLIP PHONE AND RECEIVED
FREE MINUTES. GREAT DEAL SO I THOUGHT. I RECEIVED THE PHONE 2 WEEKS
LATER (I PAID FOR THREE DAY FED EX SHIPPING) I PUT IN THE SIM CARD AND
IT DID NOT WORK. I CALL TRACFONE CUSTOMER SERVICE TRY #1 30 MIN WAIT
SO HUNG UP - CALLED BACK AND ON HOLD 18 MINUTES BEFORE CSR ANSWERED.
"I WILL SEND A NEW SIM CARD" 3-5 BUSINESS DAYS BUT MAY TAKE UP TO 7.
LIKE SPEAKING TO A ROBOT WITH POOR ENGLISH SPEAKING SKILLS. ALSO
BATTERY WOULD NOT CHARGE - ANOTHER TICKET NUMBER - ANOTHER 10 MINUTES
REPEATING SAME INFORMATION JUST GIVEN FOR SIM CARD TOTAL TIME ON LINE
74 MINUTES.

I RECEIVED SIM CARD 3 DAYS LATER AND THE BATTERY IN 2 DAYS. SIM CARD
STILL DID NOT WORK. CALLED CUSTOMER SEFVICE. "I WILL SEND YOU A NEW
SIM CARD" WILL RECEIVE IN 3-5 BUSINESS DAYS MAY TAKE UP TO 7 DAYS. I
REQUESTED TO SPEAK TO A SUPERVISOR. HUNG UP ON AFTER 16 MINUTES
HOLDING FOR A SUPERVISOR. CALLED BAK - 15 MINUTE WAIT FOR CSR TO
ANSWER - ANOTHER 19 MINUTE WAIT TO GET SUPERVISOR. "I WILL SEND YOU A
NEW SIM CARD" IT MAY TAKE 3 - 5 BUSINESS DAY.... I SAID NO - OK I WILL
SEND YOU A NEW PHONE. "IT MAY TAKE 3 - 5 BUSINESS DAYS......YADDA
YADDA YADDA. TOTAL TALK TIME 1 HOUR 43 MINS.

NEW PHONE ARRIVED 5 DAYS LATER. YIPPEE IT OWRKED BUT WOULDN'T LET ME
ACTIVATE ON LINE. I CALLED CUSTOMER SERVICE 18 MINS FOR CSR TO ANSWER
- OK LET ME GET ALL INFORMATION IT WILL ACTIVATE IN A FEW MINUTES BUT
MAY TAKE AN HOUR. "WHAT ABOUT THE MINUTES LEFT OVER ON OLD PHONE- ARE
YOU GOING TO TRANSFER THEM?" BACK AND FORTH SHE WENT TO SUPERVISOR TO
GET CODE TO TRANSFER - 1 HOUR LATER COULDN'T GET THEM TO WORK AND
TRANSFERRED TO SUPERVISOR. SHE TRIED AND TRIED AND COULDN'T GET THEM
TO WORK. APPARENTLY THE INITIAL CSR ON THIS CALLED ASSIGNED THE SIM
CARD TO MY OLD PHONE. "I WILL NEED TO SEND YOU A NEW SIM CARD - YOU
WILL RECEIVE IT IN 3-5 BUSINESS DAYS IT MAY TAKE.....YADDA YADDA
YADDA. I SAID NO I HAVE SPENT OVER 2 HOURS AND 44 MINUTE SON THE
PHONE THIS TIME I WANT IT RESOLVED NOW. SHE SAID NO ONE COULD DO THAT
SHE WOULD NEED TO SEND ME A NEW SIM CARD. I ASKED WHAT I WOULD
RESEIVE IN COMPENSATION FOR THEIR INCOMPETENCY - SHE WOULD REWARD ME
WITH 10 BONUS MINUTES. 10 MINUTES FOR 2 WEEKS AND OVER 7 HOURS ON THE
PHONE. I TOLD HER TO KEEP THE DAMN PHONE. I WENT OUT AND BOUGHT A
VIRGIN MOBILE PHONE AND SPOKE TO A CSR WITH THEM - THE CSR SPOKE
ENGLISH AND I COULD UNDERSTAND HER. I WAS UP ACTIVE AND MAKING CALLS
IN 3 AND ONE-HALF MINUTES. I HAVE HAD IT FOR 10 DAYS NOW - BETTER
COVERAGE AND NO DROPPED CALLS. GET OUT OF TRACFONE WHILE YOU CAN -
GIVE THEM YOU MINUTES AND GO TO VIRGIN MOBILE.

TRACFONE WHAT A RIPOFF!!!!!!!!!!!!11

Hi Guys! You better visit WWW.QUALFON.TK, the forum website of Qualfon
Philippines and inquire directly from the Customer Care
Representatives. Qualfon provides Tracfone wireless with Customer Care
Representatives!

WWW.QUALFON.TK

Guys, better check out WWW.QUALFON.TK ! That is the Forum Website of
Qualfon Philippines, that serves Tracfone Wireless. You can meet and
ask queries from Tracfone Customer Service Representatives!

I've had a HORRIBLE experience with Tracfone's customer service. DO
NOT BUY A TRACFONE! They just decided to go to replace their network,
causing my cell to no longer work. They offered a free replacement
phone, which sounds like a good deal; however, they mailed me a
reconditioned, inferior phone with the WRONG BATTERY. When I tried to
call customer service to get this taken care of, my call was answered
at a call center in Belize. Huh? I live in the United States and speak
English. I was put on the line with someone who spoke very poor
English and told me that she could send me a new battery but would
have to get approval from her supervisor. We then waited 20 minutes
for her to get in touch with her supervisor. Her supervisor also spoke
very poor English and could offer no good explanation as to why I was
sent the wrong battery and why they couldn't overnight me a new one.
She also then refused to give me her last name or ID # for my
references (in case I never received or was shipped the wrong battery
again). When I tried to give her my name, address, and phone #, I had
to repeat it three times for her. In all, I spent 50 minutes on the
phone with them today (my home phone keeps track of exactly how long a
call takes and I'm not exaggerating here) and I am also out the face
plate and car charger that I had purchased for my other phone--which
by the way I purchased from Tracfone within the last year. If they
knew they were going to replace this system, why would they continue
to sell outdated phones?

We're reps located in the call center in Buenos Aires and we have an
experience which is very similar to the one described by the agent in
Colombia; we're obliged to get only 100's and only 90's are acceptable
as exception. What's really funny is that if you think of the rules we
need to follow to accomplish that score, they're not thought to best
deliver our customer but to mess both with customers and
representatives. Plus, taking calls after calls after calls makes us
work under high pressure and at a productivity of 100% constantly,
which is not good to offer the best service. Working at call centers
is considered insanitary and there are regulations on the job to
prevent its bad consequences. Since they are not met, in Buenos Aires
we've decided to organize ourselves and try to change this. For now
our blog is only in Spanish but we plan to make it bilingual. You can
find as at www.qualquemados.blogspot.com or write to us at
qualquemados@yahoo.com.ar

I have been a customer of tracfone for probably over 8 years now. My
1st phone was given to me for Christmas by my sister. It was an
analog phone,which I had for 3 or so years. One time when added
minutes I had a problem with it, and was directed to call the customer
service. I did with out a problem, and was told that the phone was no
longer serviced by Tracfone so I need to send it back and get another
one free of charge. that went without a hitch.

This new digital phone worked fine for several years also, then about
a month ago I started to have problems of no service in places I had
service before. After a week of this, I contacted Tracfone through
the website and was told that the phone would be obsolete by 2008 and
they would send me a new one free of charge. I received that phone
about 2 weeks ago. After I received the new phone, my old phone
started working fine again so I was in no rush to activate the new
one.

I read on line horror stories of the long waits on phone,
disconnections etc when activating phones/transferring minutes etc.
So i put off activating the new one. Yesterday I decided to try it
during my lunch hour. The automated service said wait time of 30 min,
so I hung up. Later in the day it said the same thing, again I hung
up.

Today I tried right before 9:00est when they open, I got someone on
the 1st ring. Yes, I was put on hold a lot, I could not transfer my
number which was not big deal, but my minutes were transfered. I was
on the phone maybe a total of 1/2hour. My new phone was active in
about 1 hour, even though the person said it would take an 1/2 hour.
But get this, my old phone still works, so now I have 2 phones that
work with the same amount of minutes on them.

I suggest that when calling Customer service, do it as close to
9:00est to get them before it starts getting busy. that is easy for
me since I am on the east coast, but even if you have to get up early
in the other time zones, it may be worth it.

I heard comments about the customer service people having heavy
accents, repeating things etc. Yes, she did have an accent, but I had
no problems understanding her, that maybe do to the fact that I work
for an international company,and I am use to dealing with accents
almost every day, whether it is German, Swedish or French Canadian.
She did repeat everything but I like that so I can make sure she
understood me as well, I do not consider that a problem.

overall I would rate the customer service Good. I have not had any of
major problems with either the service or customer service.

hi, i'm also a rep from tracfone located in colombia one of the best
call centers with argentina, in our country we need to give our best
because in order to keep working with them in colombia call center, we
are monitored from main office in miami .....so if they monitored a
call if we get less than 90% it is consired LOW SCORE so always the
company is telling us that we need to get only 100% .... thats
frustatig sometimes due to back connection that we have in some calls,
and it's very difficul when our avya system is not working properly
and most of the times we need to guess what is telling the cust,
sometimes we have calls when al the time ur voice is breaking up or
hearing an echo and u cant be focus at all in order to fix the
problem, so if u try to call cust service sometime and u get back
connection u will know why....our system when is not working it really
sucks...and well, if you are a cust calling for assistance, please
pray that somebody from colombia or argentina answers the call,
because most of the calls im getting, it is because reps from belize
or guyana mass up ur phone.....and it is crazy because in belize or
guyana they speak english as their native language, so i cannot
understand why they cant fix ur issue, always i need to fix the
problems that belize or guyana people nakes on ur phone, or sometimes
they make ur problem even bigger, so please cross ur fngers nad try to
reach a good agent or someone from argentina or colombia. and well, i
think most of the tracfone reps think the same way i do....also
remember we as customer service we are trying to give you the best
service....but we cant make miracles, most of the times we get calls
from people who really dont know how to turn the cellphone on, also
please remember that in order to fix ur issue, we have special systems
that make us get connection to ur phone....but most of the times our
system is running slow, or gets frozen and we need to start over again
the process.
i know how difficult is reach someone for cust service, as u know cust
service represent TRACFONE AND NET10 so we use two diferent systems
for both companies....sometime i couldnt get connection to my NET10
system for around a month, so everytme thta i was getting a NET10
call, i needed to transfer the call to another rep, and i need to dial
the 1877 number to do that, and even i was working for net10 , i spent
10 o more minutes trying to reach someobe for transferring the call,
so i really know how u feel when u can and i need to manage the
automatic system because it never gives u the option to talk to
customer service
we as cust service in colombia earn around 300 350 usd that's pretty
good for our country but we need to work 8 hours per day so at least
this is a few of good jobs in our country...i wuld to sharte more
experiences with more reps from tracfone or how we say sometimes
"crapfone"

I also work for Tracfone. I work in the Cordoba's (Argentina) call
center. This is the best of the 10 centers but it is going to close,
because TF does not want to pay what we really deserve. They preffer
to spend less money and hire more employees in Belize, Guyana and Cebu
(Philipines). I won't say anything about those centers, but they
really suck.

tracfone rep: let me have your e-mail so we can share some
experiencies!

ok, I don`t know what to say, I am also a rep from one of the latin
america call centers, I won`t say wich one, but however, I work there,
I know by hard all of the tools and computer programs that work with
tracfone and i am one of those reps who have the power to fix any
issue. I`ve spent hours receiving call after call, giving my best to
offer a good customer service, i reached a method to avoid all of
these stupid scripts and make them sound like a sensefull thing. I
received a bunch of what we call "100% from Miami" wich indicates that
someone from the main office has monitored one of your calls and
thinks that the call is perfect. Therefore, i was promoted to another
department where suppossedly, you have a work for more responsability
but where your work is going to be less stressful... so far so good,
then suddenly, everybody in the call center began to quit (now you
know in wich call center I am...) because the horrible conditions that
you work in. It is almost a crime to receive a score for your calls
under 85%, but that might happen if while you are talking the customer
whispers and you don`t notice that, they say that you interrupted them
and then they menace you with firing you or make you work one or two
days with no payment, receiving calls in a room that seems to have
some kind of curse, because there is where you receive the most
terrible customers with the most insolite issues. beautiful, now, a
person like me, who gives it all in every single call, who receives
100% after 100% everyday, whose customers are always twisting in the
floor of happiness, guess what receives... let me say it with all its
words in caps.... NOTHING, yes, nothing, nada, is that fair? some of
us are able to overcome the amazingly unefficient network to make your
customer go at the end of the call a big THANK YOU, for nothing. I
give up. The cultural barriers are never to be crumbled down, I know
that, some lucky people can reach a good rep and have the phone under
correct operation, but the most of the times, in the most of the
calls, customer has to say things ( that by the way we hate) like "do
what now" or "i can`t understand you" to stablish a barely good
communication, the saddest thing is that tracfone knows that, tracfone
knows that our first language is not english, but they do NOTHING to
keep on their lines the good workers, that`s why in 20 days, 190 reps
left the call center i work in, that`s why the special department i
used to belong to has been moved to another call center and I am again
receiving calls as a regular rep, this is what i got for my hard work.
That proves that tracfone doesn`t give a sh.....t about its customers,
either for the people who make work its system barely fine, so my
advice and my conclusion is... say NO to tracfone. wether you are in
latin america or you are under the temptation of buying that cheap
thing, Say NO, pay a little bit more for something more reliable, and
my dear bolivian friend, please look for another job, you`re running
the risk of a gigantic dissapointment

OK, I'm about to become a representative of Tracfone Inc.Care center,
located in La Paz, Bolivia, and believe me that the "new generation"
is going to do the job better. We are recieving a very hard training
right now,specially in the way that we have to serve our costumers and
about the technical issues as well, because Bolivia's Tracfone care
center wants to become the best among the 10 others.So we're getting
the best training ever in order to serve you better.
But, believe me, we heard a lot of calls from you guys, and it's so
stressful!,I believe that Northamerica has a very good standard of
education, however, it seems that some people haven't seen a cellphone
in their entire life, or there are a lot of attitudes that we have to
resist, but don't worry we're going to serve even those people
better.
Just for your information, Tracfone's Care Center is going to fire
like 25 people this week (those who didn't serve the costumer
properly)in order to put the new good reps instead, so Bolivia could
really become the number 1.
I'm very glad that I've been hired by Tracfone in Bolivia, even
thoupgh it's just around 200 USD, I'm a student and for me that's
great!, because according to our current economy (1 USD= 7.99 Bs., so
it's like 8 times more in Bolivia, things are way far cheaper and
healthier here, most of Bolivia's reps are students like me, so 200
USD or 400 USD, is great for us,Ok, so keep in mind that we're
becoming better representatives in order to serve you better, and
believe me we're doing our best.

Probably you are right, Tracfone (and Net10, is the same company) is
terrible, it sucks.

And believe me, I was once (a few months ago) a customer service
representative for both companies. The fact is that Tracfone does not
provide customer service, a completely different company. The customer
service is provided by Qualfon. So let me tell you, it doesn't matter
if you complain with a representative, you are not even speaking with
someone that is working for tracfone.

I gave a great customer service when i used to work there (I`m located
in Buenos Aires, Argentina). Every day I had, at least, one "happy
customer" (the ones that told me "I would like to talk to your
supervisor, because you gave me a great service").
And If wou experience any inconvenient with us, try to understand, I
was paid $1088 (pesos argentinos, that is not even 350 dollars), for 6
hours and a half we only have a 20 minute break (that is for us to
have lunch or dinner). We have to follow stupid scripts (you all,
probably, know the "activation script"), we spend our days giving up
to 10 codes for someone in the phone (you guys), and every code is up
to 20 numbers. We take one call after the other with only 20 seconds
of "after call", that is the time we have to write the interaction.

So you see... we are underpaid, overworked, and usually mistreated. In
summertime the air conditioning is so high that we freeze inside, more
than once I ended up with terrible cough for being exposed to the
cold. Our desks does not even have 1 meter broad, the computers are
always in terrible conditions. We dont have the tools to help you...
and you know, Tracfone does not even exist! is a company that resells
the lines from Verixon, Alltel, and every company that you can
imagine. So, you think you have tracfone... but probably you have a
different provider.

But wait, I'm no angel, I'm not a cutomer service angel... the company
sucks, it really does. But some of the customers aswell. The people
YOU're talking to over the phone, knows how to speak english, surely
spanish (most call centers are located in latin america), and in my
case, I know how to speak italian and german. Every 10 calls I had 3
customers that treated me like I was some kind of idiot because I was
south american. And for every 10 calls I had 8 customers that didn't
know how to use the cellphone (some of them did not know how to turn
it on or where was the "OK key"... The one that is below the word
"OK", if you have a Nokia, is the blue line to the left, or in the
middle if you have the 1100, and if you have a motorola it would be
the spot to the left).

For the one that said that we have gone to a dumb school... why dont
you try to do the job we are? you probably are one of them that do not
know where the OK key is... come on! just read the user guide, all
your questions will be resolved... just kidding, try to place yourself
in our shoes, being paid 350 dollars (A MONTH!), and dealing with a
lot of people that do not know where their own belly button is.

To conclude, if your 19.99 cellphone does not work, throw it away and
get a new one, you'd probably will buy a toy more expensive for your
kids.

See you!
Hasta luego!
Auf wiedersehen!
Arrivederci!
Au Revoir!

I just had one of the worst new customer experiences. I just got my
first tracfone, activated it online (but then after 24 hours and still
getting an "unregistered sim card" message, had to call in to get some
monster-long code to input into the phone to make the activation
work), and then asked the phone representative if he could help me
update my online account info. I was having problems with it:

(After I had initially signed up myself, I logged in to check it out,
and my personal info came up with the correct name, phone, birthday
and pin#, but the street address line 1 was blank, and line 2 had a
bunch of numbers. In addition, it said I lived in Miami, FL and had
the wrong zip code. I live in Baltimore MD, and that's what I
registered with. When I logged in and corrected the info, and then
pressed the "continue" button, it gave a message "congratulations,
your info has been updated, but the info it showed was back to the
incorrect Miami info.)

The phone rep had me log in while I was on the phone with him, but the
same thing happened. He had me do it again. Same thing. Then he did it
on his end, and I had to give him all the same info over the phone
that I had just entered twice. No luck.

Then he said I'd have to register with a new account, but I could use
my same email address. So instead of logging in as an existing
customer, I went through the steps of creating a new account, as a
new, unregistered customer.

After I completed the data entry and pressed "continue", there was no
confirmation--all it did was send me to a new screen, with the same
data entry form, but now all the fields were reset and blank.
Completely blank. The phone rep had me do this FOUR times while he
waited on the phone. Then he had me do it one more time using a new
password.

**In addition, let me say that all the while there was some horrible
static on the phone; actually it sounded like wind, and the rep told
me it was their air conditioning--blowing right on his headset, and
you can imagine what it sounded like in my ear.**

After my 4 attempts failed, the phone rep tried it on his end, and I
had to tell him all my information over the phone again. He got the
same result.

Only at that point, after 42 minutes (FOURTY-TWO!) on the line, he
said to hold on and I needed to talk to a supervisor. He put me on
hold, I heard some clicks, and then the line was disconnected. I
couldn't believe it.

I can say, however, all my bonus promotional minutes were successfully
credited upon activation, the rep spoke English well, and my hold time
was not more than 5 minuites. My long time on the phone was actually
WITH the representative.

Haven't tried the phone yet, but I would like to have correct info
online. Thank God they don't bill!

I just had one of the worst new customer experiences. I just got my
first tracfone, activated it online (but then after 24 hours and still
getting an "unregistered sim card" message, had to call in to get some
monster-long code to input into the phone to make the activation
work), and then asked the phone representative if he could help me
update my online account info. I was having problems with it:

(After I had initially signed up myself, I logged in to check it out,
and my personal info came up with the correct name, phone, birthday
and pin#, but the street address line 1 was blank, and line 2 had a
bunch of numbers. In addition, it said I lived in Miami, FL and had
the wrong zip code. I live in Baltimore MD, and that's what I
registered with. When I logged in and corrected the info, and then
pressed the "continue" button, it gave a message "congratulations,
your info has been updated, but the info it showed was back to the
incorrect Miami info.)

The phone rep had me log in while I was on the phone with him, but the
same thing happened. He had me do it again. Same thing. Then he did it
on his end, and I had to give him all the same info over the phone
that I had just entered twice. No luck.

Then he said I'd have to register with a new account, but I could use
my same email address. So instead of logging in as an existing
customer, I went through the steps of creating a new account, as a
new, unregistered customer.

After I completed the data entry and pressed "continue", there was no
confirmation--all it did was send me to a new screen, with the same
data entry form, but now all the fields were reset and blank.
Completely blank. The phone rep had me do this FOUR times while he
waited on the phone. Then he had me do it one more time using a new
password.

**In addition, let me say that all the while there was some horrible
static on the phone; actually it sounded like wind, and the rep told
me it was their air conditioning--blowing right on his headset, and
you can imagine what it sounded like in my ear.**

After my 4 attempts failed, the phone rep tried it on his end, and I
had to tell him all my information over the phone again. He got the
same result.

Only at that point, after 42 minutes (FOURTY-TWO!) on the line, he
said to hold on and I needed to talk to a supervisor. He put me on
hold, I heard some clicks, and then the line was disconnected. I
couldn't believe it.

I can say, however, all my bonus promotional minutes were successfully
credited upon activation, the rep spoke English well, and my hold time
was not more than 5 minuites. My long time on the phone was actually
WITH the representative.

Haven't tried the phone yet, but I would like to have correct info
online. Thank God they don't bill!

AMEN TO THAT!!! The phone number that they give (on their web site AND
in the book included with the phone) to contact customer service
results in hearing a recording that "This call cannot be placed from
your location". What's up with THAT?!?! Just HOW are we supposed to
reach them when emailing them results in them telling us to CALL
them....then not being able to? PLEASE TAKE IT FROM ME...do NOT buy
and use Tracfone service. That HAVE no service!!!

I would concur. Tracfone customer service is awful. I recently
bought a phone and it should have been setup in the Oklahoma City
area. Instead, they set it up for the Chandler, OK area. Hence,
everytime I try to make a call, it say "cannot complete call as
dialed". If I put in the area code, no problem. But, it is then a
long distance call.

Trying to explain this to anybody that cares is impossible. Clearly,
their zip codes and service areas are not matching up.

So, here I sit with a cell phone that doesn't work. I was just on
hold for 18 minutes and gave up. I have sent emails and have not
received even an confirmation.

If you should ever actually get ahold of someone, God forbid that you
can understand them. Their English is usually terrible.

I read the note from the Tracfone employee with interest. But what
this individual doesn't understand is that Tracfone customers are not
interested in excuses. We merely want what we paid for. I am sorry
that your English isn't so good and that you are overworked and that
you are underpaid .... but that doesn't get my phone fixed.

At this point, I suspect that this will be my last Tracfone and I
would encourage others to look elsewhere.

I've been in call center hell with you guys. I have a net10 phone same
company as tracfone, infact when you call net 10 support they
sometimes mess up and say tracfone!!! Anyway, hold times for me are
VERY short, infact a real person picks up right away usually.
Look guys, Dont take it out on the call center people, their hands are
tied by tracfone. If they could be of more help, they would. They HAVE
to go by whats on their screen/script or get fired. Dont blame them,
blame tracfone and net10 for not giving the call center people more
power to help.
The ultimate here> Go to BBB online and lodge a complaint about their
service like i just did. The more real complaints, the better it'll be
for us consumers.

I can concur. The customer service for TracFone is
a nightmare.

Isn't it also interesting that the price per minute
for a Tracfone is considerably higher than for a
Net10 phone .... yet, the are the same company.

When confronted with this issue ... they refused to
answer the simple question of WHY?

I have never, in my 53 years, experienced any WORSE
customer service than Tracfone has to offer.

If you have a problem please file a complaint with BBB.I bought
airtime and the codes were invalid so i have no minutes.Money
wasted.Tracfone is the only company were the customers are always
wrong.We are never compensated and problems are never resolved.They
should be shut down!!!

I couldn't understand the customer service either when I called them.
I disconected my service with them, because I always got frustrated.


I don't like asking a person what they have said numerous times. I'm
sure it's embarassing for them, as well as me. I just thought it was
simpler to cut the service.

COMMON GUYS....
what's wrong, why so much hate..... let me tell you that tracfone has
no care center in INDIA. I know that becouse i work for tracfone, i'm
located in Guatemala (central america), i do know that tracfone has
care centers in belize, argentina, bolivia, colombia, el salvador and
i'm missing a few others.

we are not english native speakers, we just try to do our living, we
have a hard time with customers that from the very start will.... you
know.
we do our best, the company policy was to have a cheaper service
center (we).... i do not accept this type of policy, but also i need a
gob, and in my country there are not many, so you see....

i'm a good representative, i know it for sure, i'll receive complains
from time to time, but what can i do, most (around 95%) of the issues
i'll get them fix, regarding the others, what can i do? tracfone
provide's me some tool's but from time to time they will not work.

i do my best. please let us improve ourselfs and from time to time
have a little patience with us.

Your right. I had just bought some airtime for my tracfone.Before I
called Customer Service I had 80 units abd 20 bonus units all together
I had 100 minutes. Then my stupid self decided to call Customer
service to see if I could get any ringtones. When i hung up after all
that waitibg I was left with 72.4 minutes left. I didn't even get any
information at all.I HATE TRACFONE.!!

I agree that it is difficult to get a live person on the phone when
you call them Twice I've upgraded to a newer phone and had to call
customer service to get my account transferred over to the new phone.
Not only did I have to wait a long time and wade through so much
automated stuff, the person I finally talked to had such a heavy
accent that I had trouble understanding his instructions.