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Tracfone activation problems compounded by horrible customer service!
Posted Wed January 9, 2008 6:42 pm, by Lisa T. written to Tracfone Wireless, Inc
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I have been trying to port my phone number and activate my new tracfone with no success and many frustrations. When I check on the status of my port on their website, it says that my port is complete and my phone is ready to program. I checked "my phone number" on the phone itself and the number is the one that I ported over. I tried to activate the phone both on the website and by calling their customer service number. They keep telling me to wait 48 hours. I still don't have an activated phone. The customer service reps are alternatly condescending and impossible to understand. I placed a call to Mr. Pollak who gave me the cell number for Steve Ritter. I left a voicemail for him and I am still waiting. I guess my next stop will be the BBB.
My request, I believe, is a very simple one. I would like my phone to be activated with my ported telephone number. I would also like a contact telephone number that I can call when I experience problems adding my year minutes card so that I NEVER have to call their customer service line again.
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by Susan B. Posted Sat March 8, 2008 @ 1:09 PM
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I have been a Tracfone customer for about 7 years. I have never experienced a real problem or lack of service, until this last year, when I was informed I had to switch phones for their new service (digital?)
Since then I have had nothing but problems. Now, when I need to use my phone, there is a very long wait time from the time I power up to the time I FINALLY have a signal to make my call. It was NEVER like this in the past. I have been on the phone with customer service, but they are no help whatsoever, telling me it is the line provider problem. They need to contract with a different line provider if that is the case, because the service I am receiving from TRACFONE is no longer acceptable.
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by Alismom Posted Sat February 23, 2008 @ 11:50 AM
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I too have been having terrible problems with Tracfone. I have been a customer -- and happy -- for over 5 years. Then I made the mistake recently of upgrading my phone and asking them to transfer over my stuff which they said in advance they could do (phone number which was already tracfone and my annual card and units). Well they couldn't do it. They told me the only way to transfer the current phone number was to wait a week until they sent me a new SIM card. They had already wiped out my current phone and minutes trying to transfer it so the answer was to leave me with no cell service for at least a week. I said ok I'd take the new phone number since I can't go a week with no phone (mostly due to my kids' school needing a cell #). Then after 5 HOURS -- yes you read that right -- 5 hours on the phone with them they determined the phone did not work because they were unable to transfer anything over. Now they have wiped out my phone that I had and I am left with a phone that doesn't work and I have to wait until they send me a new SIM card and start all over again -- and they offered me NOTHING for all this inconvenience. I'm moving to Net 10 now and hoping for better CS.
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by Gino Posted Thu January 10, 2008 @ 12:14 AM
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So if I read it correctly, you want a special customer service hotline set up because the one they have are "customer service reps are alternatly condescending and impossible to understand."
I've used their service for at least five years and never once had a "condescending" or "impossible" to understand csr. Yes, it's a hassle to imput the numbers, yes it's a pain having to follow instructions, but all it takes is a little patience and understanding.
Do let us know what the BBB has to say.
here's a short bio of their poor track record as a company:
With more than 6 million active subscribers, TracFone Wireless is the leading independent provider of nationwide prepaid wireless telecommunications services. The TracFone Wireless product is a pay-as-you-go, off-the-shelf mobile phone and prepaid airtime that features no annual contracts or activation fees. It is offered nationally through about 70,000 retail outlets, including Wal-Mart and Lowe's, as well as in Puerto Rico and the US Virgin Islands. TracFone Wireless is a 98%-owned subsidiary of Amrica Mvil, Latin America's largest provider of wireless telecommunications.
Key numbers for fiscal year ending December, 2005:
Sales: $1,020.2M
One year growth: 18.5%
Officers:
President and CEO: F. J. Pollak
CIO: Paul Kozma
EVP, Sales and Marketing: Robert Dandrea
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