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 Very poor customer service
Posted Tue March 14, 2006 1:51 pm, by Evelyn M. written to Tracfone Wireless, Inc
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My parents decided to buy a cell phone. I talked them into a Tracfone telling them how great a Tracfone is. They were very leary of ordering one through the web. On March 07,2006 they ordered one on the special promotion. Upon ordering my mom tried to put in their post office box address & was advised they couldn't accept a post office box & needed a physical address which she put in. They live in a rather remote area & do recieve mail through their p.o. box for safety reasons. They received the following email after ordering;
*************************
Thank you for ordering from TracFone.
Your order information appears below. Please note that a signature is required upon delivery of your order. If you need to get in touch with us about your order, just reply to this email or call TracFone Direct Sales Customer Service at 800-323-2366 (Mon. - Fri. 9AM - 6PM EST).
--TracFone Customer Service
-----------------------------------------------
---Ship To: .
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Ordered Qty: Item: Each:
1 NOK 1100 RECON +1 YR SIM1 99.99
1 TRC - CA RECYCLING BAG 0.00
Item(s) Subtotal: $99.99
Shipping: $4.95
Tax: $7.25
Total: $112.19
Thank you for your order.
**********************************************
After not receiving anything my mom called tracfone to find out why & was advised the order was canceled with no explanation why. I them called to try to find out why. I discovered it probably was canceled because tracfone put the credit card through using the physical address (which my mom had to put in). Since the credit card address is the p.o. box address it was not apporoved. Tracfone did not send an email nor call my parents to advise them this had happened. If they had my parents could've re-ordered before the promotion was up. I talked with a supervisor & ask him if they re-ordered with the correct information or if I gave him the P.O. Box number if they could still get the Nokia 1100 with the 350 minutes. He said no, but they could get the Motorola with the 350 minutes. I have had a tracfone for many years & have activated & taught people how to use tracfone about 12-15 times one of which was a Motorola. I had trouble understanding the Motorola & I will be the one to help my parents with what they get. I know if I can't understand it well my parents, who are in their 80's won't be able to. The P.O. Number is If they can't get the Nokia 1100 on the original promotion they ordered they will go elsewhere to get a cell phone. I certainly will not reccommend tracfone to anyone else if they go elsewhere. I'm very embarrased over this whole situation & am wishing I hadn't said anything about tracfone
Check out the P.O. Box number with the credit card & send them their original order or allow them to re-order the same phone on the same promotion. Also in the future advise customers when this happens before it is too late to correct it.
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