Tracfone activation problems compounded by horrible customer service!

I have a problem with Tracfone and the customer service.

I ordered a Samsung T301G ordered online. It was early Wednesday,
February 25 around 3:00 am at night. I chose specifically for
overnight delivery (1 day processing time and next day deliverd
according to the site).

On Thursday, February 25 I received an email from Tracfone (an
automated message) which was my order number and a few other details,
including a tracking number. I put this in to Fedex and was informed
that the package would be delivered to Fedex on February 24 that same
night. The estimated delivery time would be February 25 before 3:00
pm. That was today.

But I didnt receive it around 3 pm as told on the website. And a few
hours later the site was updated, and there it was written that it was
only was an anticipated shipping time.

Was so frustrated! I called FedEx on to find out what had happened
with it because it was not clear to me how a tracking number and
everything was there, and was told by the employee that only a
printing label was printed and nothing else. Even the payment was not
remitted to FedEx and that FedEx was not in possession of the
package.

I had tried all afternoon to call Tracfone on the phone. But the Sales
dept does not answer. The first time called I was 22 minutes waiting
time, by the second time 32 minutes plus,and the third time 28 min.

I did everything I could to get to an actual person, because I couldnt
do anything with the meaningless computer systeem. Once routed, I was
answered by someone overseas who does not speak the English language
very good, and with a strong accent. It was very difficult and I could
not understand.

I gave her the information on my weborder, but she did not listen, and
repeated three times the wrong order number. I became restless and
thought she was mocking me or something.

She finally said that she needed a three minute break to speak with
her "superior". Once back she asked a few vague questions about who I
am - name, address, etc - and went away for a break. I told her that I
would appreciate haste, and so she came back a little bit later to say
that my weborder number was wrong. She read the same wrong number that
I had told her was wrong. She had simply not listened to me when I
read off the right order number!

She said now she could do nothing for me, and I had to speak with
someone else. They immediately switched me to another line
automatically.

I realized after waiting 22 minutes that I was once again taken for a
ride because I was routed to the Sales Dept that did would never
answer.

I am thinking of canceling my entire order and disputing with my
credit card company. Why should I pay 14.95 USD for an overnight
delivery when my order will not arrive for about about 3 or 4 days???
Then they may just me give my money back!

And the other day it was also not easy. I had to deactivate my old
number because I had lost my cell phone. I realized this late at night
only (around the time of the online order for the new phone). I once
again could not connect, and even a separate option for theft and loss
report was not on the automated system. The system hung up on me
continuosly by saying that I should call back during normal business
hours! And this while someone had stolen my phone!

So I let unnecessarily precious hours go by, ( during which someone
could have committed fraud with my phone) and around 9 AM I called
them up. After many minutes of waiting and 3 telephone callsa I could
finally connect.

A foreign woman who answered asked a few vague security questions
asked. I just answered to the best that I know, since I am the real
owner of the account and it was me who had purchased and registered.
But I had moved a few times since the registration 3 years ago, and
thought that this was the reason for the incorrect information when
they told me that the information was not correct. So I told them even
the former addresses and even personal information such as a reminder
question where only I would know the answer.

She came back and told me I was not the owner, that she could not even
confirm my identity! What nonsense. Someone else was listed under the
account and I hadnt given it correctly. How is this possible ??!!??
I'm the one who uses the phone, and was in possesion of that number!
Up until the last hours before the theft I had used it!

I find the phone reps rude, indifferent, and not listening. They do
everything they want, and make things harder than easier.

I am long time customer of Tracfone but now I think a second time
before I buy from them. I think seriously to file a complaint with the
BBB for this type of aggravation and unfair businees practices.

The Web order is 408897837635 and I want to know what is happened
with this.

(If my English is not good please excuse we can speak in Dutch). :-)

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.

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.

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