;
  • Report:  #1518147

Complaint Review: TracFone Wireless - Miami Florida

Reported By:
Christopher - Ohio, United States
Submitted:
Updated:

TracFone Wireless
9700 N.W. 112th Avenue Miami, 33178 Florida, United States
Phone:
1-866-663-3633
Web:
www.totalwireless.com
Tell us has your experience with this business or person been good? What's this?

I purchased 3 LG classic flip phones with 1 month service for each (as required by the purchase) I placed the order via phone on 2/20 with a total wireless rep after several attempts to order via the website had failed.

The orders were shipped on 2/23 and I recieved them on 2/25 on the morning of 2/26 I opened the package and found 2 of the phones were defective. I placed a phone call on 2/26 to inform them of the issue, after 2 hours of technical support it was determined that the phones were defective and I was instructed that I would have to return them for replacement.

There was no return lablel in the package and I was then told that I would recieve a return label via e-mail. All i recieved via e-mail was a survey about my phone call on 2/27 at 5:06 PM. I then called back on 3/4 to inform them that I have still not recieved a return label. I was told again I would get them via e-mail.   I recieved 3 more surveys about my return, but no label or address, but waited the 48-72 hours as instructed...   no label.

I then called again later that week, I was told they they cannot give me the return address verbaly and it must be via e-mail.   I then recieved yet another survey on 3/7. I then called again asking for a supoervisor who told me that she would send a return label via usps mail.

I waited a week,  no label.  So I called again.   I was informed they never mail labels. and again told i will be e-mailed a label.   no e-mails this time.  and the subsequent 2 times I called after that. even asking for e-mail confirmation of our phone call and was told they cannot do that, they cannot provide employee number, or confirmation number

I then asked for a supervisor and got hung up on 6 times  and when I finally got connected to someone after telling the rep not to transfer me untill he spoke with someone first, this supervisor then told me he would send the labels... again asking for e-mail confirmation of our phone call and was told they cannot do that,  still no labels!!!

I then called for a supervisor after being hung up on 4 times and asked for their supervisor...  I was told the call will be escalated and I would recieve a responce in 24-72 hours.  No responce. Did this again, and still no responce.

I then called a 3rd time in april after being hung up on 5 times, I got a more polite rep who told asked me for the ticket number.   I told him I was told I could not be given one.   He said that was a lie and gave me a ticket number, but still no label or responce.

I then called a 4th time in april with a rep who told asked me for the ticket number. and told me it had not been entered correctly or escalated, but he would do that now.  but still no label or responce. I have now called a 5th time 5/5 and this time asked sales to connect me to the corporate office and was hung up on.

I immediately called back got someone, gave them the ticket number and again was told it was not excalated. and the she would escalate it, she gave me a new number, but I am sure this will result in the same as before.

Unfortunately it is now May 4 months after the purchase and I still have 2 non-working phones. I wrote 2 reviews about this company and my experience and they both were responded to with links that go to the phone number that I have been calling all this time.  Then then immediately removed the reviews stating it violated guidelines.

Here is the review:

Received a defective phone out of the box, and Total Wireless is making me jump through hoops, and pay out of my own pocket for return shipping for their defective product that is supposed to have a 90 day warranty but refuses to give me a return address???

Took a week of constant calls just to get someone to talk to without being hung up on. Still got nowhere. They keep saying they are going to make it right and send me a return label, but never do, and when I call back to ask where it is I am told again I have to pay out of pocket but I cannot have the return address!!!

And the $25 plan is non-refundable even though it is linked to the defective phone. so i lose $25 plus return shipping?!?!?! Never again.

We had these phones out to employees and needy people as an act of charity, but this company is a total disgrace taking advantage of low income families and we will never recommend them again!



2 Updates & Rebuttals

Christopher

Ohio,
United States
In responce to Cristy from Total Wireless...

#2Author of original report

Fri, June 10, 2022

Cristy, I have already done what you recommended:

"Let us pull up your account and investigate so we can provide you with a concrete resolution. To escalate this issue, kindly contact us via this chat link https://www.totalwireless.com/contactus. You may also call 1-866-663-3633 or text the word HELP to 611611. For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 11:45 PM EST."

I have contacted you via all these channels, had my account pulled up, and escalated 6 times!!!

The first 2 times weren't even escalated, i was just lied to... the third was and i was finally given a number, but recieved no responce. 

The 4th time I was finally given a call back and asked for a refund for the defective phones and was offered to have new ones sent to me instead as they claimed it would be easier, since i purchased 3 they could not easily refund me for the 2.   No replacement phones were sent...

The 5th time I was finally sent replacement phones, but not the phones I paid for.  I ordered 3 LG phones and was sent Alcatel crap that I KNOW does not work properly because these are the phones I've had for the past 2 years and they constantly freeze up, which is WHY I decided to purchase LG phones instead.

The 6th time I escalated the call, I asked for a refund and was ABSOLUTELY REFUSED a refund because it was now past 90 days, even though my initial request for a refund was within 4 days.  Again I was replaced with phones I did not pay for or want.

The 7th time I am still waiting for a responce...

THIS EXPERIENCE IS WHY I HAVE DECIDED TO POST MY STORY ON HERE...

And your limited help, generic responce is exactly what I expected.   You provided nothing of value to me, and no real solution to the problem other than the options that were already available to me and have been proven not to work leading me to file this report.

A proper solution would have been to provided me with a direct number and or e-mail to someone who CAN actually remedy this situation.   Unfortunately at this point with almost 6 months of effort I am done.  My only acceptable soultion at this time would be a refund since I could not be provided the product that I paid for, and I was given the ABSOLUTE responce of NO to that.   I was not even allowed to transfer the 2 months service that I pre-paid for with these phones to my working phone.  

 


Tracfone

United States
Recieved 2 defective phone of the 3, and have been trying to exchange them.

#3UPDATE Employee ..inside information

Sun, June 05, 2022

Hi Christopher,

This is Cristy from Total Wireless. We read your post and are reaching out to you. As one of our customers, we do not mean to make you feel this way. We sincerely apologize for the inconvenience you've experienced with our customer service. Allow us to have another opportunity to make things right for you. We are determine to help you in resolving this issue.

Let us pull up your account and investigate so we can provide you with a concrete resolution. To escalate this issue, kindly contact us via this chat link https://www.totalwireless.com/contactus. You may also call 1-866-663-3633 or text the word HELP to 611611. For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 11:45 PM EST.

We love having you as a customer and want to make sure that you receive the best service available with Total Wireless. Rest assured that we will do our best to give you an exemplary customer service experience. Thank you.

Reports & Rebuttal
Respond to this report!
Also a victim?
Repair Your Reputation!
//