Complaint Review: Boost Mobile

18 September 2007
09 July 2007 I bought a Boost system, c290 Motorola phone, from Wireless Toys. I was told that the price of the phone included the first month use was free, including WEB browsing.

On 10 July, I attempted to use WEB browsing, it did not work. Called Boost and they said I had to pay extra for that option. Return to Wireless Toys, they called Boost and had WEB browsing activated as part of the sale.
21 July, On Saturday night the phone fails during use.
22 July, Sunday, I called Boost and attempted to rectify the problem, with no success. I went to Wireless Toys and reported the problem. Personnel there attempted to rectify the problem with no success. I called Boost and they told me to call Motorola for warranty service. I called and they said to send in the phone for repair/replacement.

23 July, I sent phone for repair/replacement to Motorola.
14 Aug. Motorola shipped phone back.

15 Aug. I received phone, with a note that phone had a new EIN and had to be cleared before activation. While the phone was with Motorola I called Boost or
inquire about my free month of service, as the phone failed after only 12 days of use. The personnel said that I was not entitled to any credit as it was Prepaid service and it ran for a month whether I used the phone or not.

23 Aug. returned to Wireless Toys to reactivate my phone and I purchase another month worth of service for the phone. Personnel attempted to reactivate the phone with no success. Boost cannot clear account from new EIN as it is tied to another persons account. They said it would be accomplished within 24 hrs.

24 Aug. I return to Wireless Toys, still no resolution to problem with Boost. They now say it is Motorola problem. They try to clear the account, with no resolution.

For the next week personnel at Wireless Toys work with both Boost and Motorola try and clear the account and reactivate the phone with no resolution. Motorola finally agrees to issue a new phone, after they receive the old one. On or about 28 Aug., the phone is pick up the phone from Wireless Toys. They say another will be there in 2-3 business days. I called Wireless Toys for the next week and I am informed that the phone has not arrived. The personnel at Wireless Toys, attempt to find out from Motorola a tracking number with no success.
13 Sept. I return to Wireless Toys, discuss problem with Owner xxxxxxxx. He the phone has finally arrived. They have not reactivated the phone as Boost wants me to pay another month subscription to reactivate the phone. They are unwilling to even consider giving any kind of credit at this point. I want to return the phone to the store at this time. He sympathizes with me and tells me to leave the phone he asks for a little more time to rectify the problem with Boost.

17 Sept. A Boost employee enters the Wireless Toys store introduces herself; the owner explains the ongoing problems he is having with Boost Customer Service. He sends off an e-mail to Boost xxxxxxxxxxxxxxxx, explaining the problems experienced with this issue.
I visit Wireless Toys to find out about the status of the phone, and I am told of the about the events of the day.

18 Sept. I receive a phone call from Wireless Toys informing me that they have managed to activate my phone, and that it is good until the 8th of October. I inquire about my month of service payment, and my missing time on the first month of service, I am informed that Boost only gave me partial credit for a month.

Conclusion: I never received the full months of service I was entitled to when I originally bought the phone in July. I have been without this phone from the 21th of July until 18 Sept., (60 days). I had paid for 30 days (for on 23 Aug.), and will only receive 21 days of service. At this point in time I have given up on this phone. I am going to try and sell it as soon as my limited time runs out. There is no point in keeping this phone as you customer service stinks. Your personnel are incompetent and dont know how to make decisions in order to keep customers satisfied. Initially when we tried to reactivate the phone they could not clear the account that was tied to the refurbished phone. They requested me to pay for a month of service, and then the phone does not work anyway. Then they refuse to even consider issuing me credit for the time lost waiting for the return of the phone. The clock is ticking as soon as I paid and too bad. We have your money, it is prepaid and there is no credit to be given. You can be assured that I will talk bad about Boost/Motorola at any chance I get and will post in online blogs my experiences with your product. You have lost me as a customer and anybody I know looking for a prepaid wireless service in the future.

If you have any reply, I can be reached at xxxxxxxxxxor via an ATT phone xxxxxxxxxxx. Or you could try my Boost phone at xxxxxxxxxxxxxxx, if it is still working, but only until the 8th of October.

Sincerely yours,

James
Austin, Texas
U.S.A.